""This book sets a new standard for academics, students, and professionals who desire a comprehensive volume that encapsulates the most recent and up-to-date research on crisis management. The authors have written an important work that speaks to our post-9/11 world, one that demonstrates a mature understanding of crises and how organizations can and should respond to them communicatively."" --Keith Michael Hearit, "Western Michigan University" Effective Crisis Communication: Moving from Crisis to Opportunity provides the reader practical advice on how to effectively manage and overcome a crisis. Authors Robert R. Ulmer, Timothy L. Sellnow, and Matthew W. Seeger provide guidelines for taking the many challenges that crises present and turning those challenges into opportunities for overcoming a crisis. Key Features: "Brings together theory and experience": This book introduces readers to sound research and best practices in the field of crisis communication. Introductory chapters offer practical lessons on managing uncertainty, effective crisis communication, and productive crisis leadership that help readers evaluate case studies in later chapters."
Provides advice on how to create opportunity from crisis": Unlike other crisis communication texts, this book explains how organizations can and should emerge from crises as better organizations. Examples and lessons on how to capitalize on the opportunities inherent to crisis are provided through organizational learning, sound ethical practices, and risk communication. In addition, the book provides advice on how to create renewal and growth following a crisis. "Addresses prominent and diverse cases": Cases and practical applications from a wide variety of crises are included, such as food-borne illness outbreaks, terrorism, industrial disasters, and natural disasters. "You Make the Call" exercises allow readers to examine and critique the decisions made in such important cases such as 9/11, Enron, Malden Mills, and the 2003 California fires. Intended Audience: The combination of practical lessons with vivid examples makes this a valuable supplemental text for courses in crisis communication from the perspectives of Public Relations, Health Communication, Risk Communication, and Business Communication.In addition, it serves as an excellent resource for practitioners of crisis and risk communication in industry.
Table of Contents
PART I: THE LESSONS Chapter 1. Defining Crisis Communication Chapter 2. Lessons on Managing Crisis Uncertainty Chapter 3. Lessons on Effective Crisis Communication Chapter 4. Lessons on Effective Crisis Leadership PART II: APPLYING THE LESSONS Chapter 5. Examples of Success and Failure In Industrial Accidents Chapter 6. Examples of Success and Failure During Outbreaks of Food-Borne Illness Chapter 7. Examples of Success and Failure in Response to Terrorism Chapter 8. Examples of Success and Failure During Natural Disasters PART III: THE OPPORTUNITIES Chapter 9. Learning Through Failure Chapter 10. Risk Communication Chapter 11. Responding to the Ethical Demands of Crisis Chapter 12. Crisis as Inspiring Renewal to a New Normal Index About the Authors
Timothy L. Sellnow is Professor of Risk and Crisis Communication in the Department of Communication at the University of Kentucky, Lexington, KY. Sellnow's primary research and teaching focus is on risk and crisis communication. Much of his recent research focuses on strategic communication for mitigating the impact of and maintaining resilience in response to potential terrorist attacks-particularly bioterrorism. He currently serves as theme leader for the risk communication research team at the National Center for Food Protection and Defense, a Center of Excellence sponsored by the Department of Homeland Security. In addition, he has completed several federally funded projects for the United States Department of Agriculture focusing on risk and crisis communication. He has also served on several occasions as a risk and crisis communication consultant for the Centers for Disease Control and Prevention. His work on crisis, risk and communication has appeared in the Handbook of Crisis and Risk Communication, International Encyclopedia of ?Communication, Communication? Yearbook, the Handbook of Public Relations, Handbook of Applied ?Communication Research, Public Relations Review, Communication Studies, Journal of Business Ethics, Journal of? Business Communication, Argumentation and Advocacy, Critical Studies in Media Communication, and the Journal of? Applied Communication Research. Sellnow is the co-author of three books on crisis and risk communication and past editor of the Journal of Applied Communication Research. Matthew W. Seeger is Professor and Chair of the Department of Communication? at Wayne State University in ?Detroit, Michigan, USA. Seeger's research interests concern crisis, and risk communication, crisis response and agency coordination, health communication, the role of media in crisis, crisis and communication ethics, failure of complex systems and post-crisis renewal. He has worked closely with the United States Centers for Disease Control ?and Prevention on communication and the anthrax attack and on communication and pandemic influenza preparedness. He is an affiliate of the National Center ?for Food Protection and Defense where he studies issues of food safety and recalls. He is Co-PI on the National Science Foundation Grant, Multi-Agency Jurisdictional Organized Response, a project involving crisis coordination in complex social-technical systems. Seeger also works with the National Center for Border Security and Immigration. His work on crisis, risk and communication has appeared in the ?Handbook of Crisis and Risk Communication, International Encyclopedia of ?Communication, Journal of Health Communication Research, Communication? Yearbook, the Handbook of Public Relations, Handbook of Applied ?Communication Research, Communication Monographs, Public Relations Review, Communication Studies, the? Southern Communication Journal, Journal of Business Ethics, Journal of? Business Communication, Management Communication Quarterly, the Journal of? Applied Communication Research, and the Journal of Organizational Change Management, among several others. Seeger is the author or co-author of five books on crisis and risk communication. Robert R. Ulmer is Professor and Chair of the Department of Speech Communication at the University of Arkansas at Little Rock. His teaching, research, and consulting interests focus on creating effective organizational and crisis communication through renewal, growth, and opportunity. In addition, he has research interests in communication ethics, communication and leadership, as well as risk and health communication. He has also secured numerous grants and contracts to support his research in risk and crisis communication. He is also served as a consultant working with a wide variety of public, private, governmental, and not-for-profit organizations on how to effectively prepare for and manage risk and crises effectively. He has worked with the United States Center for Disease Control and Prevention on pandemic influenza preparedness. He is an affiliate of the National Center ?for Food Protection and Defense where he develops robust case studies as surrogates for better understanding effective responses to terrorism in food systems. He has also worked with several insurance and financial organizations following the most recent financial crisis on renewal following system wide failures and crisis. Finally, he works extensively with local public health on natural disaster and crisis preparedness and response. He has published articles in Management Communication Quarterly, Communication Yearbook, The Journal of Business Ethics, Public Relations Review, the Journal of Organizational Change Management, the Journal of Applied Communication Research, the Handbook of Crisis Communication, Argumentation and Advocacy, Public Relations Review, Communication Studies, the Handbook of Risk and Crisis Communication, The Encyclopedia of Public Relations, and The Handbook of Public Relations.