Student Workbook to Accompany Crisis Communications

A Casebook Approach, 4th Edition

By Kathleen Fearn-Banks

© 2011 – Routledge

120 pages

Purchasing Options:
Paperback: 9780415881777
pub: 2010-12-02
US Dollars$44.95

e–Inspection Copy

About the Book

No company, organization, or individual whose livelihood depends on public reaction can afford to function without a crisis communications plan. This student workbook reviews the critical terminologies, processes, and skills needed for understanding and responding to crises. It prepares individuals for responding to crises in a variety of contexts, and reinforces strategies and tactics to be used during a crisis. Chapters include instructive case studies of public relations professionals in crises: what they did, what they wished they had done, and what hampered their progress. The exercises provide students with the opportunity to respond to real-world crises, sharpening their own skills and practicing response behaviors. This workbook will serve as a useful tool for all future practitioners.

Table of Contents

Chapter 1 Crisis Communications Today

Chapter 2: Crisis Communications Theory

Chapter 3: Communications to Prevent a Crisis

Chapter 4: Communications When the Crisis Strikes

Chapter 5: Social Media and Crisis Communications—

Chapter 6: Rumors and Cybercrises

Chapter 7: Textbook Cases

Case: Johnson & Johnson and the Tylenol Murders

Case: Exxon and the Valdez Oil Spill

Chapter 8: Culture Crises

Case: Saginaw Valley State University and the Theater Controversy

Case: AIDS in Africa

Case: Texas A&M University

Chapter 9: Environmental Crises

Case: Häagen Dazs and the Honey Bees.

Chapter 10: Natural Disasters

Case: New Orleans and Hurricane Katrina

Chapter 11: Transportation Crises (two new crises)

Case: Holland America Cruise Lines and Cruise Crises

Case: US Airways and the Emergency Landing in the Potomac

Chapter 12: Product Failure and Product Tampering

Case: Yuhan-Kimberly and Baby’s Wet Wipes

Case: Maple Leaf and the Battle Against Listeria

Case: Wendy’s and the Finger in the Chili

Chapter 13: Death and Injury Crises

Case: Columbine High School and the Shooting Tragedy

Case: Metro Transit: Driver Shot, Bus Flies Over a Bridge

Chapter 14 Individuals In Crisis

Chapter 15 The Crisis Communications Plan


About the Author

Kathleen Fearn-Banks (A.B.D. Ed.D. in Instructional Technology, USC; M.S, Journalism, UCLA) is associate professor in the School of Communications at the University of Washington. Her research is primarily in crisis communications. Prior to her academic career, she spent 25 years as a feature writer at the Los Angeles Times and a news-writer, producer, and reporter for a Los Angeles network affiliated television station. She also headed nationwide publicity campaigns for NBC Television Network series, specials, and movies. She was vice-president of development and public relations for the Neighbors of Watts, an entertainment industry non-profit which raised funds for daycare centers in underprivileged areas of Los Angeles.

About the Series

Routledge Communication Series

The Routledge Communication Series covers the breadth of the communication discipline, from interpersonal communication to public relations, offering textbooks, handbooks, and scholarly reference materials.

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Subject Categories

BISAC Subject Codes/Headings:
LANGUAGE ARTS & DISCIPLINES / Communication Studies