Crisis communication strategies : how to prepare in advance, respond effectively and recover in full /
Amanda Coleman.
- xviii, 201 pages : illustrations ; 23 cm
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"--
College of Arts and Sciences Bachelor of Arts in Communication
In English
9781789662900
2020005530
Communication in crisis management. Crisis management.