Crisis communications: a casebook approach/ Kathleen Fearn-Banks

1 Crisis Communications Today2 Crisis Communications TheoryApologia TheoryImage Restoration TheoryDecision TheoryDiffusion TheoryExcellence Theory3 Communications To Prevent CrisesNews MediaInternal PublicsCustomers/Consumers 4 Communications When a Crisis StrikesCommunicating with the News MediaCommunicating with LawyersCommunicating with Internal PublicsCommunicating with External PublicsCommunicating Directly with the Masses 5 Social Media and Crisis Communications6. Rumors and Cybercrises7 "Textbook" Crisis Communications CasesCase: Johnson & Johnson and the Tylenol MurdersCase: Exxon and the Valdez Oil SpillExxon's Concern for AlaskaExxon's Animal Rescue CentersExxon's Success at Restoring Tourism8 Culture Crises: Foreign and DomesticCase: Saginaw Valley State University and the Theater ControversyCase: AIDS in AfricaUgandaBotswanaZambiaSouth AfricaZimbabweSwazilandCase: Texas A & M University and the Bonfire Tragedy9 Environmental CrisisCase: Haagen Dazs and the Honey Bees10 Natural DisastersCase: New Orleans and Hurricane Katrina11 Transportation CrisesCase: US Airways and the Emergency Landing on the HudsonCase: Holland America and Cruise Crises12 Product Failure and Product TamperingCase: Yuhan-Kimberly and Baby's Wet-WipesCase: Maple Leaf and the Battle Against ListeriaCase: Wendy's and the Finger-in-the-Chili Hoax13 Crises of Death and InjuryCase: Columbine High School and the Shooting TragedyCase: Metro Transit: Driver Shot, Bus Flies Over a Bridge14 Individuals In Crises15 The Crisis Communications PlanAppendix A: Generic Crisis Communications Plan for a Large CompanyAppendix B: Crisis Communications Plan for Seattle's Union Gospel MissionAppendix C: Crisis Communications Plan for a Fictitious Small Business