This is a modern, professional and practical approach to crisis management from a leading expert. The book examines the impact of a crisis - big or small - and the threat of negative publicity to corporate reputation. Most companies have no crisis management plans and hope that disaster will never strike. The author argues that consumerism, legislation, environmentalism, pressure groups, and investigative media all necessitate the development of a crisis communications plan. With a well thought out and practical plan the author shows how a crisis can be managed effectively or even turned to advantage through publicity giving the company's reputation a long term boost. Case studies examine the activities of 6 companies facing crises and the lessons to be learned from their approaches. Useful checklists are included as a handy quick reference for the practising PR professional.
Introduction Definition - 'I Have a Crisis Every Day' The Nature of Crisis Preparing for Crisis What to Do When it Happens Handling the Media How to Work with Lawyers; T.Taylor Dealing with Pressure Groups; C.Duncan The Role of the Internet; J.L. Badaracco Jr & J.V. Unseem Preventing the Crisis in the First Place; C.Flint Organising a Product Recall; C.Doeg Organising a Simulation; K.Graham Handling the Stress; C.Travers Group Behaviour in a Crisis - Symptoms and Cures Training the Team Managing Issues Case Studies: The Stena Challenger Grounding; J.Simms Odwalla Apple Juice; M.L. Harrington The Pepsi Syringes; C.Doeg The Aftermath of Multiple Murder; J.Street The 'Cot Death Poisonings': F.Thomas The Eurotunnel Fire; J.D. Noulton Appendix: Crisis Checklists
