Crisis Communications: A Casebook Approach

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Crisis Communications: A Casebook Approach

by Kathleen Fearn-banks

Routledge | September 21, 2010 | Trade Paperback

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Crisis Communications: A Casebook Approachpresents case studies of organizational, corporate, and individual crises, and analyzes the communication responses to these situations. Demonstrating how professionals prepare for and respond to crises, as well as how they develop communications plans, this essential text explores crucial issues concerning communication with the news media, employees, and consumers in times of crisis.

Author Kathleen Fearn-Banks examines the steps of choosing the appropriate words to convey a message, selecting the method and channels for delivering the message, and identifying and targeting the most appropriate publics or audiences. She also addresses such important topics as avoiding potential mismanagement of communication in crisis situations.

Key features of this fourth edition are:

  • six new cases, including several international crises
  • current discussion of communications technology as it relates to crises
  • a Companion Website -- www.routledge.com/textbooks/fearn-banks -- with additional cases as well as supplemental materials for students and classroom resources for instructors.

A Student Workbook is also available for use with this volume, providing additional pedagogy for each chapter, including discussion questions, activities, key terms, case exercises, and worksheets.

Utilizing both classic and contemporary cases of real-world situations,Crisis Communicationsprovides students in public relations and business with real-world perspectives and valuable insights for professional responses to crises. It is intended for use in crisis communications, crisis management, and PR case studies courses.

Format: Trade Paperback

Dimensions: 400 pages, 3.55 × 2.35 × 0.27 in

Published: September 21, 2010

Publisher: Routledge

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 0415880599

ISBN - 13: 9780415880596

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– More About This Product –

Crisis Communications: A Casebook Approach

by Kathleen Fearn-banks

Format: Trade Paperback

Dimensions: 400 pages, 3.55 × 2.35 × 0.27 in

Published: September 21, 2010

Publisher: Routledge

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 0415880599

ISBN - 13: 9780415880596

Table of Contents

1 Crisis Communications Today 2 Crisis Communications Theory Apologia Theory Image Restoration Theory Decision Theory Diffusion Theory Excellence Theory 3 Communications To Prevent Crises News Media Internal Publics Customers/Consumers 4 Communications When a Crisis Strikes Communicating with the News Media Communicating with Lawyers Communicating with Internal Publics Communicating with External Publics Communicating Directly with the Masses 5 Social Media and Crisis Communications 6. Rumors and Cybercrises 7 "Textbook" Crisis Communications Cases Case: Johnson & Johnson and the Tylenol Murders Case: Exxon and the Valdez Oil Spill Exxon''s Concern for Alaska Exxon''s Animal Rescue Centers Exxon''s Success at Restoring Tourism 8 Culture Crises: Foreign and Domestic Case: Saginaw Valley State University and the Theater Controversy Case: AIDS in Africa Uganda Botswana Zambia South Africa Zimbabwe Swaziland Case: Texas A & M University and the Bonfire Tragedy 9 Environmental Crisis Case: Häagen Dazs and the Honey Bees 10 Natural Disasters Case: New Orleans and Hurricane Katrina 11 Transportation Crises Case: US Airways and the Emergency Landing on the Hudson Case: Holland America and Cruise Crises 12 Product Failure and Product Tampering Case: Yuhan-Kimberly and Baby''s Wet-Wipes Case: Maple Leaf and the Battle Against Listeria Case: Wendy''s and the Finger-in-the-Chili Hoax 13 Crises of Death and Injury Case: Columbine High School and the Shooting Tragedy Case: Met
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From the Publisher

Crisis Communications: A Casebook Approachpresents case studies of organizational, corporate, and individual crises, and analyzes the communication responses to these situations. Demonstrating how professionals prepare for and respond to crises, as well as how they develop communications plans, this essential text explores crucial issues concerning communication with the news media, employees, and consumers in times of crisis.

Author Kathleen Fearn-Banks examines the steps of choosing the appropriate words to convey a message, selecting the method and channels for delivering the message, and identifying and targeting the most appropriate publics or audiences. She also addresses such important topics as avoiding potential mismanagement of communication in crisis situations.

Key features of this fourth edition are:

  • six new cases, including several international crises
  • current discussion of communications technology as it relates to crises
  • a Companion Website -- www.routledge.com/textbooks/fearn-banks -- with additional cases as well as supplemental materials for students and classroom resources for instructors.

A Student Workbook is also available for use with this volume, providing additional pedagogy for each chapter, including discussion questions, activities, key terms, case exercises, and worksheets.

Utilizing both classic and contemporary cases of real-world situations,Crisis Communicationsprovides students in public relations and business with real-world perspectives and valuable insights for professional responses to crises. It is intended for use in crisis communications, crisis management, and PR case studies courses.

About the Author

Kathleen Fearn-Banksis Professor of Communication in the Department of Communication at the University of Washington. She joined the faculty in 1990, after 25 years in the communications professions. Her professional experience includes as a feature writer at theLos Angeles Times;a newswriter/ producer/ reporter for KNXT-TV (now KCBS) in Los Angeles; publicist and Media Relations Manager for NBC Television Network. She was vice president of Development and Public Relations for The Neighbors of Watts, an entertainment industry non-profit which raised funds for daycare centers in underprivileged areas of Los Angeles.

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