Communicating in Extreme Crises

This book is an evidence-based approach to handling common, extreme crises. Extreme crises involve strong moral outrage; moral outrage creates situations where traditional crisis communication advice no longer is effective. These extreme crises create unique demands for crisis managers.

Autorentext

Elina Tachkova is an Assistant Professor at the Department of Communication Studies at Hong Kong Baptist Univeristy. Her research focuses on crisis communication and especially the concept of 'scansis', the unique intersection between an organizational crisis and a scandal, which is a new theoretical concept in crisis communication research.

W. Timothy Coombs is the George T. and Gladys H. Abell Professor in Liberal Arts at the Department of Communication at Texas A&M University, USA. His primary research area is in crisis communication, where he has been developing and testing the Situational Crisis Communication Theory (SCCT) which provides theory ground and empirically tested strategic advice for the selection of crisis response strategies.

Inhalt

1 Evidence-based crisis communication: how research helps us to understand what works

Research methods: creating evidence

Evidence-based approach to crisis communication

Summary

References

2 The basics of crisis management

Risk management

Crisis management

The regenerative model

Summary

References

3 Understanding the value of and limitations to crisis communication

Crisis communication

Crisis interventions

Summary

References

4 Mapping extreme crises as part of crisis preparation

Crisis types: the starting point for preparation

Crisis preparation: basics and consideration of extreme crises

Summary

References

5 Understanding extreme crises: management misconduct and scansis

Moral outrage: basics and connection to crises

Management misconduct

Scansis

Race and crisis

Why worry about extreme crises

Summary

References

6 Considering boundary conditions and rethinking crisis communication outcomes

Boundary conditions

Danger: flawed conclusions about crisis interventions in extreme crises

Rethinking crisis outcomes

Summary

References

7 Articulating guidance for extreme crises

Extreme crises: the role of moral outrage

Optimal crisis interventions following extreme crises

Guidance for crisis practitioners

Future direction for crisis communication research

Summary

References

8 VW emissions scandal

Background on Volkswagen (VW)

Description of the emissions scandal

Overview of the crisis intervention

Summary of stakeholder reactions

Discussion questions

References

9 Purdue Pharma and OxyContin crisis

Background on Purdue Pharma

Description of the OxyContin crisis

Overview of crisis intervention

Summary of stakeholder reactions

Discussion questions

References

10 BP and the Texas City explosion, 2005

Background on BP

Description of the Texas City explosion

Overview of the crisis intervention

Summary of stakeholder reactions

Discussion questions

References

11 Westpac money laundering

Background on Westpac

Description of the Westpac money laundering case

Overview of the crisis intervention

Reactions to the crisis and crisis interventions

Discussion questions

References

12 Wells Fargo and secret accounts

Background on Wells Fargo

Description of secret accounts case

Overview of crisis intervention

Summary of stakeholder reactions

Discussion questions

References

13 EF Hutton and check-kiting

Background on EF Hutton

Description of EF Hutton check-kiting case

Overview of crisis interventions

Summary of stakeholder reactions

Discussion questions

References

14 The Mylan Pharmaceuticals price hike

Background on Mylan Pharmaceuticals

Description of the Mylan price hike case

Overview of crisis intervention

Summary of stakeholder reactions

Discussion questions

References

15 Rio Tinto destroys cultural site

Background on Rio Tinto

Description of the Juukan Gorge case

Overview of crisis interventions

Summary of stakeholder reactions

Discussion questions

References

16 COVID-19 and pandemic communication

What is a pandemic, and how does it affect organizations?

Anxiety as a driver for pandemic communication

Sample COVID-19 messages

Discussion questions

References

17 What we have learned

Models of crisis management

Reflecting on the importance of the crisis intervention

Guidance for extremophile crisis managers

Conclusion

References

Index