Crisis communication is high stakes work. For communications managers and PR professionals, it's likely to be the most stressful time of their working life.
Crisis Communication Strategies is a must-have handbook which covers the whole span of the crisis from preparing and laying the groundwork before it occurs, during the incident, and the aftermath, including the move to recovery. It guides readers through each phase, providing details of what to consider, what should be done, and tips and checklists for improved responses.
Crisis Communication Strategies equips readers to deal with any kind of crisis - whether caused by internal error, customer action, natural disasters, terrorism or political upheaval. Supported by case studies and examples from responses to events including the 2011 Norway terror attacks, the 2018 British Airways data breach, the 2017 Pepsi advert and the 2005 Hurricane Katrina New Orleans floods, the book explores the role of leadership in a crisis and developing a crisis communication response that has people at the heart of it. Crisis Communication Strategies is the essential guide for PR and communication professionals to protecting your company and building true, long-term resilience.
Author(s): Amanda Coleman
Publisher: Kogan Page
Year: 2020
Language: English
Pages: 224
City: London
Praise for Crisis Communication Strategies
Title Page
Copyright Page
Dedication
Table of Contents
List of Figures and Tables
About the Author
Preface
Acknowledgements
01 Are you ready for a crisis? Creating and testing a crisis communication plan
Controlling the narrative
The crisis communication plan
Sharing the crisis communication plan
Understand the plan
Conclusion
Notes
02 Recognizing a crisis: What it is and how to spot it
What makes a crisis?
Anatomy of a crisis
The importance of preparedness
The role of the communicator
Conclusion
Notes
03 The operational response: The approaches and how they relate to communications
The first steps
Who can we learn from?
A military approach
The emergency services approach
Other approaches
A strong framework
Communication at the heart of the response
Conclusion
Notes
04 Remembering the people: How employees should come first
Involving people
Making connections
The internal audience
Learning the language
Careless words
Employees and recovery
Building success in employee engagement
Evaluating the impact
The future for staff
Conclusion
Notes
05 It’s tough at the top: The role of leadership in a crisis
Driving the crisis response
Crisis leadership qualities
The right image
Training leaders in communication
Who is the spokesperson?
Supporting the spokesperson
Ensuring staff wellbeing
Leader’s checklists
Conclusion
Notes
06 The impact on the community: Managing the consequences
Who are the community?
What is consequence management?
Working with those affected and their families
Communicating with victims
Principles for victim communication
What is stakeholder management?
Conclusion
Notes
07 It’s OK to not be OK: Ensuring support is in place
Recognizing the impact
Modern pressures
Creating a resilient organization
Creating resilient communities
Wellbeing before a crisis
Wellbeing during a crisis
Wellbeing in recovery
What are trigger points?
Communication and wellbeing
Conclusion
Notes
08 Stepping on the road to recovery
What is recovery?
Making the decision
Training for recovery
The focus of recovery
When there is no return to normal
The four Rs of long-term recovery
Debriefs and reviews
Conclusion
Notes
09 So, what happens next?
The five Ps of crisis communication
Maintaining readiness
Bottom up
Do it now
Conclusion
Index
