The Four Stages of Highly Effective Crisis Management

Table of contents

1. Front Cover (1/2)
2. Front Cover (2/2)
3. Contents (1/2)
4. Contents (2/2)
5. Preface
6. Acknowledgments
7. Author (1/2)
8. Author (2/2)
9. Chapter 1: What Is a Crisis? (1/2)
10. Chapter 1: What Is a Crisis? (2/2)
11. Chapter 2: The Role of Media in a Crisis
12. Chapter 3: Social, Interactive, and Everywhere All the Time (1/2)
13. Chapter 3: Social, Interactive, and Everywhere All the Time (2/2)
14. Chapter 4: Social Media’s Role in Crisis
15. Chapter 5: Media Ethics: What Drives Traditional Media Behavior?
16. Chapter 6 (1/4)
17. Chapter 6 (2/4)
18. Chapter 6 (3/4)
19. Chapter 6 (4/4)
20. Chapter 7: Stage One—Fact-Finding Stage (1/2)
21. Chapter 7: Stage One—Fact-Finding Stage (2/2)
22. Chapter 8: Beware the ST Factor: Remember the Context (1/2)
23. Chapter 8: Beware the ST Factor: Remember the Context (2/2)
24. Chapter 9: Stage Two—The Unfolding Drama (1/2)
25. Chapter 9: Stage Two—The Unfolding Drama (2/2)
26. Chapter 10: Stage Three—Finger-Pointing Stage = Blame Game (1/2)
27. Chapter 10: Stage Three—Finger-Pointing Stage = Blame Game (2/2)
28. Chapter 11 (1/2)
29. Chapter 11 (2/2)
30. Chapter 12: Who? (1/2)
31. Chapter 12: Who? (2/2)
32. Chapter 13: To CEO or Not? (1/2)
33. Chapter 13: To CEO or Not? (2/2)
34. Chapter 14: Head and Heart
35. Chapter 15: Role of the Frontline (1/2)
36. Chapter 15: Role of the Frontline (2/2)
37. Chapter 16 (1/3)
38. Chapter 16 (2/3)
39. Chapter 16 (3/3)
40. Chapter 17: Understanding Journalists’ Questions
41. Chapter 18: Techniques to Get Your Message Across (1/2)
42. Chapter 18: Techniques to Get Your Message Across (2/2)
43. Chapter 19: Dealing with Difficult Questions (1/2)
44. Chapter 19: Dealing with Difficult Questions (2/2)
45. Chapter 20: Never Repeat the Poison: Avoid Negative Language
46. Chapter 21: How the New Media Are Changing the Rules for Interviews
47. Chapter 22: Lights, Camera, Action—The Interview (1/5)
48. Chapter 22: Lights, Camera, Action—The Interview (2/5)
49. Chapter 22: Lights, Camera, Action—The Interview (3/5)
50. Chapter 22: Lights, Camera, Action—The Interview (4/5)
51. Chapter 22: Lights, Camera, Action—The Interview (5/5)
52. Chapter 23 (1/3)
53. Chapter 23 (2/3)
54. Chapter 23 (3/3)
55. Chapter 24: Why Communicate in a Crisis?
56. Chapter 25: What to Communicate? (1/2)
57. Chapter 25: What to Communicate? (2/2)
58. Chapter 26: To Apologize or Not—The Role of the Apology in a Crisis
59. Chapter 27: Language in a Crisis—Fall in Love with We; No Toxic Language, Please
60. Chapter 28: How to Get Your Message Across
61. Chapter 29: Where? New Media Tools (1/7)
62. Chapter 29: Where? New Media Tools (2/7)
63. Chapter 29: Where? New Media Tools (3/7)
64. Chapter 29: Where? New Media Tools (4/7)
65. Chapter 29: Where? New Media Tools (5/7)
66. Chapter 29: Where? New Media Tools (6/7)
67. Chapter 29: Where? New Media Tools (7/7)
68. Chapter 30 (1/2)
69. Chapter 30 (2/2)
70. Appendix A: Guidelines for Briefing Spokespeople
71. Appendix B: Sample Media Contact Information Log
72. Appendix C: Sample News Release
73. Appendix D: Nine Steps to a Crisis Communication Plan
74. Appendix E: Useful Resources
75. Appendix F: Social Media Policy Resources (1/2)
76. Appendix F: Social Media Policy Resources (2/2)
77. Appendix G: Social Media Resources for Crisis Communicators
78. Appendix H: 30 Things You Should Not Share on Social Media
79. Appendix I: Wordpress Statement
80. Appendix J: Social Media Embracing the Opportunities, Averting the Risks (1/3)
81. Appendix J: Social Media Embracing the Opportunities, Averting the Risks (2/3)
82. Appendix J: Social Media Embracing the Opportunities, Averting the Risks (3/3)
83. Back Cover