Communicating in Extreme Crises

Table of contents

1. Cover
2. Half Title
3. Series
4. Title
5. Copyright
6. Dedication
7. Contents
8. Acknowledgments
9. Introduction
10. 1 Evidence-based crisis communication: how research helps us to understand what works
    1. Research methods: creating evidence
       1. Informal research methods
       2. Content analysis
       3. Formal research methods
    2. Evidence-based approach to crisis communication
       1. Audience orientation
       2. Research methods
    3. Summary
    4. References
11. 2 The basics of crisis management
    1. Risk management
       1. Issues management
       2. Reputation management
    2. Crisis management
    3. The regenerative model
    4. Summary
    5. References
12. 3 Understanding the value of and limitations to crisis communication
    1. Crisis communication
       1. Organizational crisis defined
       2. Typology of crises
    2. Crisis interventions
       1. Macro-categories of crisis interventions
       2. Crisis intervention for reputation
       3. Stealing thunder
       4. Optimal and suboptimal crisis interventions
    3. Summary
    4. References
13. 4 Mapping extreme crises as part of crisis preparation
    1. Crisis types: the starting point for preparation
       1. Paracrises
       2. Operational crises
       3. SCCT: implications for crisis intensity
       4. Trust violations: implications for crisis intensity
       5. Contextual amplifiers
       6. Summary
    2. Crisis preparation: basics and consideration of extreme crises
       1. Crisis communication plan
       2. Crisis team
    3. Summary
    4. References
14. 5 Understanding extreme crises: management misconduct and scansis
    1. Moral outrage: basics and connection to crises
       1. Cognitive appraisal theory
       2. Moral outrage and crises
    2. Management misconduct
    3. Scansis
       1. Scandals
       2. Unpacking scansis
    4. Race and crisis
    5. Why worry about extreme crises
       1. IMC data: frequency of extreme crises
       2. Moral MUM effect
       3. Whistleblowing and cover-ups
    6. Summary
    7. References
15. 6 Considering boundary conditions and rethinking crisis communication outcomes
    1. Boundary conditions
    2. Danger: flawed conclusions about crisis interventions in extreme crises
    3. Rethinking crisis outcomes
       1. Transient impressions
       2. Value congruence
    4. Summary
    5. References
16. 7 Articulating guidance for extreme crises
    1. Extreme crises: the role of moral outrage
    2. Optimal crisis interventions following extreme crises
    3. Guidance for crisis practitioners
       1. Long-term versus short-term
       2. Empathetic crisis responses and corrective action
    4. Future direction for crisis communication research
    5. Summary
    6. References
17. 8 VW emissions scandal
    1. Background on Volkswagen (VW)
    2. Description of the emissions scandal
    3. Overview of the crisis intervention
    4. Summary of stakeholder reactions
    5. Discussion questions
    6. References
18. 9 Purdue Pharma and OxyContin crisis
    1. Background on Purdue Pharma
    2. Description of the OxyContin crisis
    3. Overview of crisis intervention
    4. Summary of stakeholder reactions
    5. Discussion questions
    6. References
19. 10 BP and the Texas City explosion, 2005
    1. Background on BP
    2. Description of the Texas City explosion
    3. Overview of the crisis intervention
    4. Summary of stakeholder reactions
    5. Discussion questions
    6. References
20. 11 Westpac money laundering
    1. Background on Westpac
    2. Description of the Westpac money laundering case
    3. Overview of the crisis intervention
    4. Reactions to the crisis and crisis interventions
    5. Discussion questions
    6. References
21. 12 Wells Fargo and secret accounts
    1. Background on Wells Fargo
    2. Description of secret accounts case
    3. Overview of crisis intervention
    4. Summary of stakeholder reactions
    5. Discussion questions
    6. References
22. 13 EF Hutton and check-kiting
    1. Background on EF Hutton
    2. Description of EF Hutton check-kiting case
    3. Overview of crisis interventions
    4. Summary of stakeholder reactions
    5. Discussion questions
    6. References
23. 14 The Mylan Pharmaceuticals price hike
    1. Background on Mylan Pharmaceuticals
    2. Description of the Mylan price hike case
       1. Price increase scandal
    3. Overview of crisis intervention
    4. Summary of stakeholder reactions
    5. Discussion questions
    6. References
24. 15 Rio Tinto destroys cultural site
    1. Background on Rio Tinto
    2. Description of the Juukan Gorge case
       1. Rio Tinto timeline
    3. Overview of crisis interventions
       1. Juukan Gorge page
    4. Summary of stakeholder reactions
    5. Discussion questions
    6. References
25. 16 COVID-19 and pandemic communication
    1. What is a pandemic, and how does it affect organizations?
    2. Anxiety as a driver for pandemic communication
       1. General effects of anxiety
       2. Empathy as a key factor
    3. Sample COVID-19 messages
       1. Amazon excerpts from email messages to customers
       2. American Airlines
       3. Home Depot
       4. Columbia Sportswear
       5. Best Buy
       6. Hallmark
    4. Discussion questions
    5. References
26. 17 What we have learned
    1. Models of crisis management
       1. The three-stage model
       2. The regenerative model
    2. Reflecting on the importance of the crisis intervention
    3. Guidance for extremophile crisis managers
    4. Conclusion
    5. References
27. Index