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Crisis Communications Management [Kõva köide]

4.50/5 (6 hinnangut Goodreads-ist)
(Public Relations and Communications Association, UK), Other
  • Formaat: Hardback, 152 pages, kõrgus x laius x paksus: 198x129x19 mm, kaal: 273 g
  • Sari: PRCA Practice Guides
  • Ilmumisaeg: 03-Dec-2018
  • Kirjastus: Emerald Publishing Limited
  • ISBN-10: 1787566188
  • ISBN-13: 9781787566187
Teised raamatud teemal:
Crisis Communications ManagementSuurem pilt
  • Formaat: Hardback, 152 pages, kõrgus x laius x paksus: 198x129x19 mm, kaal: 273 g
  • Sari: PRCA Practice Guides
  • Ilmumisaeg: 03-Dec-2018
  • Kirjastus: Emerald Publishing Limited
  • ISBN-10: 1787566188
  • ISBN-13: 9781787566187
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9781787566187.html
Märksõnad:
This PRCA Practice Guide is designed to help PR people, clients and employers do the right thing in the turmoil of a crisis. Planning, preparation, resources, training: seizing and keeping the initiative; managing the aftermath. With numerous real-life examples and practical exercises plus advice from PR experts, journalists and editors.

Can you control a crisis? No – but with adequate preparation you can control the reputational consequences. Reputational damage is rarely caused by the crisis itself but, instead, by what the organisation does and says under the media spotlight.

This PRCA Practice Guide describes how to invest in readiness and what to do when a crisis strikes. Coverage includes contingency planning, stakeholder identification, crisis communications policy, spokesperson training, the ‘Red Book’, dark sites, rehearsals and simulations, locations and resources, taking the initiative, and managing the aftermath. The book also covers in detail the role of the mainstream and online media, recommending steps to neutralise hostility and shut down ill-informed comment.

Including numerous real-life examples, discussion topics and advice from PR experts, journalists and editors, Crisis Communications Management is intended as an essential guide for public relations professionals, and the people who work with them during a crisis, on how to navigate the turmoil and emerge from a crisis with reputation and credibility intact.

Arvustused

The power of the book is not just the exemplary advice it presents but the practical real-time guidelines offered. The many excellent case studies give great landmark and contemporary examples from which to learn. So - invaluable for the novice but also a great refresher on best practice for the experienced. -- Alison Clarke, Senior Partner, Alison Clarke Communications People should read this book before they have a crisis. Then they should read it again when they have a crisis. It doesn't take long to read because there is no waffle - just excellent advice from one of the country's most experienced and respected PR experts. -- Professor Trevor Morris, Co-Author of 'PR Today' In this much-needed clear, concise and compelling account of what will ensure ones place as a trusted crisis communications advisor to a client facing the worst, Adrian combines his experience with that of others respected in our industry globally to create a valuable, user-friendly guide to effective crisis management. Well worth reading, absorbing and acting upon! -- Robyn de Villiers, Chairman and CEO: Africa, BCW (Burson Cohn & Wolfe) Adrian Wheeler is one of the most experienced reputation and crisis management specialists that Europe has to offer. He has put together an extremely accessible, useful and practical guide to the crises that will hit most organisations at some point in their history. This collection of practical tips, case studies and expert opinion will be valuable to any serious communications professional. -- Danny Rogers, Editor-in-Chief, haymarket business media Once a PR consultant judges a situation as a crisis, the next step is to convince management that it has reached the crisis level, and that it needs time, money, and effort to reach resolution, with speed of the utmost importance. Wheeler presents his "Red Book" Crisis Communications Management--which offers arguments for management to get in touch with reality; find a reasonable level of investment in crisis preparation; support judgment-making; aid in anticipating crises with confidence, and find the right systems and materials. A well-handled crisis can be good for a company's reputation and favorability vis-a-vis the outside worlds perception. -- Annotation ©2019 * (protoview.com) *

List of Figures
ix
Foreword xi
Acknowledgements xiii
Introduction 1(2)
1 What Is a Crisis?
3(10)
1.1 Only You Can Decide
4(1)
1.2 Stakeholders' Opinions Matter
5(1)
1.3 The Most Valuable Asset
6(1)
1.4 The CEO's Performance Is All-important
6(4)
1.5 Crisis Communications
10(1)
1.6 What Is a Crisis, Then?
10(3)
2 Persuading Management to Prepare
13(6)
2.1 It's All about the CEO
14(1)
2.2 Share Price and Market Cap
14(1)
2.3 `It'll Never Happen to Us'
15(1)
2.4 Be Prepared
16(3)
3 Strategy: Principles of Crisis Communications
19(16)
3.1 Preparation Is Everything
19(2)
3.2 We Have No Idea What Might Happen!
21(1)
3.3 Communications Are More Important than the Details of the Crisis
21(2)
3.4 There Is No Hiding Place
23(1)
3.5 A Small `Crisis' Can Rapidly Escalate
24(1)
3.6 `Do We Have to Say Anything)'
25(2)
3.7 Strong Leadership Is Essential
27(1)
3.8 Remember Third Parties
28(1)
3.9 Crisis Preparation Is an Investment
28(1)
3.10 The `Golden Hour'
29(1)
3.11 Seize the Media Initiative and Keep It
29(1)
3.12 Looking Ahead
30(1)
3.13 The CEO Must Be the Central Figure
30(1)
3.14 Log and Learn
31(1)
3.15 Calm, Cool, Capable, Careful and Collected
32(3)
4 Contingency Planning
35(6)
4.1 The WoW Box
36(5)
5 Stakeholder Identification and Lists
41(6)
5.1 `Send It Out to the Media -- Isn't That Enough?'
42(1)
5.2 Employees -- Often Neglected in a Crisis
42(1)
5.3 Using the Influence/Interest Grid
43(1)
5.4 Who Owns the Lists?
43(4)
6 How the Media Drive Crises
47(8)
6.1 Can We Ever Win?
49(2)
6.2 Keeping Third Parties in the Loop
51(1)
6.3 Measures of Success
51(4)
7 Working with Lawyers
55(4)
7.1 Explaining the Communications Case to Lawyers
56(1)
7.2 Specialist Media Lawyers
56(3)
8 Tactics and Techniques
59(22)
8.1 Declaring a Crisis
59(1)
8.2 Action Plan: Who Does What?
60(1)
8.3 Operations and Communications
61(1)
8.4 Teams, Locations and Resources
61(1)
8.5 Preparing the Team
62(1)
8.6 The `Red Book'
62(1)
8.7 Dark Sites
63(1)
8.8 On the Day: The `Golden Hour'
64(3)
8.9 Making Statements
67(2)
8.10 Rapid Rebuttal
69(1)
8.11 Follow-up: Forget No one
69(1)
8.12 Log and Learn
70(1)
8.13 Handling TV Interviews in a Crisis
70(3)
8.14 Expressing Regret
73(8)
9 Spokespeople
81(8)
9.1 It Has to Be the CEO
81(1)
9.2 How We Can Support Our CEO
82(1)
9.3 Crisis Media Training
83(1)
9.4 Rehearsals and Simulations
83(1)
9.5 Spokespeople's Language
84(5)
10 Online and Social
89(8)
10.1 What's Different?
89(1)
10.2 First Verify, Then -- Maybe -- Respond
90(1)
10.3 Points to Consider in Advance
91(1)
10.4 Responding Online
91(6)
11 Evaluation and Learning
97(6)
11.1 Assessing Media Coverage
98(1)
11.2 Evaluating Our Performance
98(1)
11.3 Evaluating Spokespeople's Performance
99(1)
11.4 Why Evaluate?
100(3)
12 What Would We Have Done?
103(12)
12.1 Death at a Zoo
103(1)
12.2 Giving the Game Away
104(1)
12.3 BA: One Thing After Another
104(1)
12.4 Samsung: Caught Out in the Q&A
105(1)
12.5 Chevron's Apology: Coke and Pizza
106(1)
12.6 Thomas Cook: `No Need to Apologise'
106(1)
12.7 Starbucks' £25 Million Gift to HMRC
107(1)
12.8 Morrisons' Data-breach
107(1)
12.9 GM: `A Risk You Sometimes Take'
108(1)
12.10 Ma Ailun's iPhone Charger
108(1)
12.11 VW's Diesel Cheat Device
109(1)
12.12 Nick Varney Does Well ... Then Not So Well
109(1)
12.13 United Airlines Drags a Passenger Off the Plane
110(1)
12.14 Oxfam: Turning a Crisis Into a Catastrophe
110(3)
Afterword
113(2)
Appendix
115(8)
A.1 A Stakeholder Checklist
115(3)
A.2 The `Red Book'
118(2)
A.3 Further Resources
120(1)
A.4 Reader Enquiries
121(2)
References 123(8)
Index 131
Adrian Wheeler is a crisis communications consultant. He is also a non-executive with four public relations agencies, and works as a PR and media trainer. Previously, he co-founded Sterling Public Relations which was acquired by Grey Advertising, where he became CEO of GCI UK and chairman of GCI Europe. He was also chairman of the PRCA 1999-2000 and chairman of the CIPRs Professional Practices Committee 2008-2012. In 2010 he was awarded the Sir Stephen Tallents Medal. He is the author of Purchasing Public Relations for the PRCA and editor of Best Business Advice.