Includes bibliographical references and index.

1.Are you ready for a crisis? Creating and testing a crisis communication plan
Controlling the narrative
The crisis communication plan
Sharing the crisis communication plan
Understand the plan
Conclusion
Notes
2.Recognizing a crisis: What it is and how to spot it
What makes a crisis?
Anatomy of a crisis
The importance of preparedness
The role of the communicator
Conclusion
Notes
3.The operational response: The approaches and how they relate to communications
The first steps
Who can we learn from?
A military approach
The emergency services approach
Other approaches
A strong framework
Communication at the heart of the response
Conclusion
Notes
4.Remembering the people: How employees should come first
Involving people
Making connections
The internal audience
Learning the language
Careless words
Employees and recovery
Building success in employee engagement Evaluating the impact
The future for staff
Conclusion
Notes
5.It's tough at the top: The role of leadership in a crisis
Driving the crisis response
Crisis leadership qualities
The right image
Training leaders in communication
Who is the spokesperson?
Supporting the spokesperson
Ensuring staff wellbeing
Leader's checklists
Conclusion
Notes
6.The impact on the community: Managing the consequences
Who are the community?
What is consequence management?
Working with those affected and their families
Communicating with victims
Principles for victim communication
What is stakeholder management?
Conclusion
Notes
7.It's OK to not be OK: Ensuring support is in place
Recognizing the impact
Modern pressures
Creating a resilient organization
Creating resilient communities
Wellbeing before a crisis
Wellbeing during a crisis
Wellbeing in recovery
What are trigger points? Communication and wellbeing
Conclusion
Notes
8.Stepping on the road to recovery
What is recovery?
Making the decision
Training for recovery
The focus of recovery
When there is no return to normal
The four Rs of long-term recovery
Debriefs and reviews
Conclusion
Notes
9.So, what happens next?
The five Ps of crisis communication
Maintaining readiness
Bottom up
Do it now

"Crisis communication is high stakes work. For communications managers and PR professionals, it's likely to be the most stressful time of their working life. Crisis Communication Strategies is a must-have handbook for laying the groundwork before a crisis hits, meaning that when the inevitable day comes, the company already has policies and procedures in place to leap into meaningful action without delay. Crisis Communication Strategies is unique in the way it equips readers to deal with any kind of crisis - whether caused by internal error, customer action, natural disasters, terrorism or political upheaval. Moving chronologically, the book opens by looking at the skills, policies and procedures that should be set up in advance, during times of normal business operations. It then moves on to look at how those procedures can be activated when a crisis occurs and during the immediate response. Finally, it delivers strategies for true long-term recovery for both the company itself and, where necessary, the wider community. Packed with actionable tips, checklists and global case studies, Crisis Communication Strategies is the essential guide to protecting your company and building true, long-term resilience"-- Provided by publisher.

College of Arts and Sciences Bachelor of Arts in Communication

In English