Crisis in Organizations II

Crisis in Organizations is the most definitive and thorough work in the field of crisis management, providing detailed research and sound advice on preventing and managing crisis. Readers explore the array of incidents that face managers and organizations in crisis through a thoughtful blend of academic case studies and practitioner insights. An analysis of over 1400 disasters was completed in creating Crisis in Organizations to allow the reader to benefit from the learning curve of those confronted with real crisis.

Laurence Barton is president of DeVry Institute of Technology in Phoenix, Arizona.

The Crisis Primer

1

(11)

What I've Learned

2

(3)

The Author's Personal Story

5

(2)

From Chaos to Normalcy

7

(4)

Recognizing a Crisis Situation

11

(18)

The Strategy of Crisis Management: A Team Approach

14

(3)

Senior Administration

14

(1)

Technical Operations

15

(1)

Public Affairs

15

(1)

Public Relations

15

(1)

Consumer Affairs

16

(1)

Investor Relations

16

(1)

Advertising

17

(1)

Who's in Charge?

17

(4)

Chances Are

21

(1)

The Fault, Dear Brutus, Is Not in Our Stars, But in Ourselves

21

(1)

Case Study: Three Mile Island: The Impossible Accident Becomes Possible

22

(3)

Case Study: A White House in Disarray

25

(1)

Case Study: Exxon: No One Is in Control

26

(1)

Review Questions

27

(2)

Anticipating Crisis Is a Tool of Smart Management

29

(14)

Assessing Risk

31

(2)

What Could Harm Us?

33

(1)

Who's Ready for Crisis?

34

(6)

Assessing Crisis Preparedness

35

(1)

Private Companies: Different Risks

36

(1)

Warning Signals

37

(1)

Who Owns the Radar?

37

(1)

Communications Channels

38

(1)

Risk Associated with the Product or Service

39

(1)

Review Questions

40

(3)

Public Opinion and Crisis: From Main Street to Wall Street

43

(18)

The Influence of Public Opinion

45

(1)

Public Relations Is Born

46

(2)

Reporters as Messengers

48

(1)

Modern History and Crises

49

(4)

An Amalgam of Intelligence and Rhetoric

50

(1)

John F. Kennedy

Manic-Depressive Crisis Management

51

(2)

Bill Clinton

Meet the Press

53

(2)

A New Citizen Activism

55

(2)

The Proactive Company and Reactive Manager

57

(2)

Review Questions

59

(2)

Sound Bites: Effective Communications When ``It'' Hits the Fan

61

(24)

What's a Nice Company Like Yours Doing in a Headline Like This?

62

(8)

Stakeholders

63

(3)

Goal

66

(1)

Message

67

(1)

Who Will Speak?

68

(1)

Audienc-Centric Thinking

69

(1)

Three Questions Asked in Every Crisis

70

(1)

Evaluating Your Crisis Response

71

(1)

Tools of Crisis Response

71

(9)

Press Releases

73

(1)

Press Kits

73

(2)

News Conferences

75

(1)

Meet the Press: Prepatation Is the Key

75

(5)

Tools of Crisis Communication

80

(1)

Video News Releases (VNRs)

80

(1)

The Legality of Crisis Communication

81

(3)

Review Questions

84

(1)

What Will We Tell Our Employees?

85

(18)

Employees: The Hidden Asset

86

(1)

Communicate Before a Crisis

87

(1)

Telling the Truth, Telling It Quickly

88

(1)

When Should the Organization Communicate with Employees?

88

(1)

The Right Staff

89

(2)

Employee Activism and Lawsuits

91

(5)

Communicating Bad News

96

(6)

Review Questions

102

(1)

Managing Other Complex Crises

103

(26)

Market Risk Is Still a People Problem

104

(1)

Sell That Stock!

105

(1)

Investors Are the Pulse

106

(1)

Who Cares?

106

(1)

Communicating with Investors

107

(2)

Product Controversies

109

(1)

Recalls Cause Financial and Reputation Harm

109

(2)

General Motors: ``Make Them Pay''

111

(5)

A Classic: The Tylenol Recall

113

(2)

Tampons Under Scrutiny

115

(1)

Perrier: Managing a Recall Across the Atlantic

115

(1)

Product Boycotts

116

(2)

Taking Charge During Product Problems

118

(1)

Who Listens to Rumors? Unfortunately, A Lot of Us

119

(1)

Not in My Backyard

120

(5)

Strike One!

125

(1)

Preparing for a Strike

126

(1)

Service Disruption

127

(1)

Review Questions

127

(2)

Crime: A Growing Menace for Business

129

(30)

The Lessons of Littleton

130

(1)

Signals

130

(2)

The Long Island Massacre

132

(2)

Unabomber: Another Loner Kills

134

(1)

Why Intuition Matters

134

(3)

Security at Work: Is There Any?

137

(1)

Luby's: A Restaurant as Victim

138

(4)

Resources on Crime and Helping Victims

142

(4)

Internet and Computer Crime

146

(1)

Terrorism: Death by Politics

147

(2)

Interview

Edward V. Badolato

Companies Are a Major Target for Counterintelligence and Theft

149

(4)

How Could Japan Ignore the Enemy Within?

153

(3)

Review Questions

156

(3)

Crisis and the Environment

159

(20)

Corporations Change Their Tune

161

(5)

Love Canal: A Neighborhood at the Nucleus of Crisis

162

(3)

Chernobyl: A Complete Accounting Could Take Centuries

165

(1)

Regulatory Enforcements as Deterrent

166

(1)

Responding to Environmental Abuse

167

(3)

Ecoterrorism

170

(3)

Case Study: The City of Love Needs More Than a Hug

173

(3)

Review Questions

176

(3)

Weather As a Crisis Force

179

(12)

Why Care About Weather?

181

(1)

Advances Made in Early Warning

181

(1)

A Single Day: Despair, Hope

182

(1)

Technology Advancements Help with Emergencies

183

(1)

Interview

Richard Masoner

``The City Crumbled...Broken Beyond Repair''

184

(4)

Review Questions

188

(3)

This Is Hospitality?

191

(14)

Who'd Want To Leave Home?

192

(2)

Other Travel Risks

194

(5)

``Coke Cannot Seem To Do Anything Right''

199

(2)

Hotels: Ground Zero?

201

(3)

Review Questions

204

(1)

Preparing Managers for Crisis: Simulating and Testing

205

(20)

The Crisis Management Team

207

(5)

Attorney

207

(1)

Public Relations Coordinator

208

(1)

Technical Resources

208

(1)

Controller

209

(1)

IT Manager

210

(1)

Regulatory or Public Affairs Expert

211

(1)

Office of CEO

211

(1)

Phase One: Fact Finding

212

(1)

Phase Two: Risk Assessment

213

(3)

Role-Play in Action

214

(1)

Synergy: A Meeting of Minds

215

(1)

Phase Three: Communicating with Stakeholders

216

(1)

The Crisis Response Center

217

(3)

Personal Response to Crisis

220

(1)

Stress Points in a Crisis

221

(3)

Review Questions

224

(1)

APPENDIX A Crisis Management Plan Template

225

(38)

Table of Contents

228

(1)

Acknowledgment

228

(1)

Your Crisis Team Must Be Reachable 24/7!

229

(3)

Your Trade Association and Other Key Partners

232

(4)

What Could Go Wrong?

236

(4)

The Crisis Log

240

(2)

These People Also Matter!

242

(2)

Crisis Report

244

(2)

Who Called? What Do They Want?

246

(1)

Public Inquiry

247

(1)

Information Systems (IS) Emergency Plan

248

(4)

News Media Inquiry

252

(2)

``All Politics Is Local.''

254

(2)

Customer Communication

256

(1)

Additional Target Audiences and Categories

257

(1)

Three Questions You Must Answer in Every Crisis

258

(2)

Chemicals: A Unique Crisis

260

(2)

Who Else Should Be Called?

262

(1)

APPENDIX B Crisis Web Resources

263

(2)

Trauma and Post-Incident Management

263

(1)

Workplace Violence

263

(1)

Crisis Management and Crisis Communications

264

(1)

Business Recovery

264

(1)

Crisis Communication

264

(1)

Disaster Response

264

(1)

Bibliography

265

(8)

Indices

Company Index

273

(2)

Name Index

275

(2)

Subject Index

277

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Crisis in Organizations II

Summary

Author Biography

Table of Contents

Supplemental Materials