Reputation Management, 4th Edition

CHAPTER 11

Crisis Communication

Our greatest glory is not in never falling, but in rising every time we fall.

—Confucius

11.1 Introduction

11.2 What Is a Crisis?

11.3 Quick Choices and the Least Bad Outcome

11.4 Decision Criteria: What to Do and Say

11.5 What Happens When You Don’t Show You Care?

11.6 Showing You Care

11.7 Drivers of Trust in a Crisis

11.8 Social Media and the Change in Power Dynamics

11.9 Timeliness of Response: The Need for Speed

11.10 危機 (Crisis) Is a Chance: A Japanese Satellite

11.11 Case Study: J.C. Penney

11.12 Ten Avoidable Missteps

11.13 Control the Communication Agenda

11.14 Checklist for Crisis Response

11.15 ...