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The Handbook of Crisis Communication
"This superb book reflects the scholarship, passion, and intellectual excitement that the field of crisis communication has generated during the past two decades. Most importantly, this thoughtful work recognizes the genesis of crisis communication as a subfield of public relations and management, and its potential to stand as an independent and powerful arena for scholarship. The Handbook of Crisis Communication is likely to become an enduring landmark in an emerging but increasingly influential field."
—Donald Fishman, Boston College
W. Timothy Coombs (Edited by), WT Coombs (Author), Sherry J. Holladay (Edited by)
9781444361902, Wiley
Paperback / softback, published 23 December 2011
768 pages
24.6 x 17.2 x 3.5 cm, 1.152 kg
"The inherent fascination of an unfolding crisis combined with an engaging style make the handbook, although occasionally dense, a thoroughly engaging read and an essential resource for anyone interested in the field of crisis communication. Summing Up: Highly recommended. Students, upper-division undergraduate and up; researchers; faculty; professionals." (Choice, 1 July 2012)
Written as a tool for both researchers and communication managers, the Handbook of Crisis Communication is a comprehensive examination of the latest research, methods, and critical issues in crisis communication.
Notes on Contributors ix Preface xxvii Acknowledgments xxix Introduction 1 Part I Crisis and Allied Fields 15 1 Parameters for Crisis Communication 17 2 Crisis Communication and Its Allied Fields 54 3 Crisis Communication Research in Public Relations Journals: Tracking Research Trends Over Thirty Years 65 Part II Methodological Variety 91 Case Studies 4 Organizational Networks in Disaster Response: An Examination of the US Government Network’s Efforts in Hurricane Katrina 93 5 Regaining Altitude: A Case Analysis of the JetBlue Airways Valentine’s Day 2007 Crisis 115 Textual Analysis 6 The Press as Agent of Cultural Repair: A Textual Analysis of News Coverage of the Virginia Tech Shootings 141 Content Analysis 7 Are They Practicing What We Are Preaching? An Investigation of Crisis Communication Strategies in the Media Coverage of Chemical Accidents 159 Experimental 8 Examining the Effects of Mutability and Framing on Perceptions of Human Error and Technical Error Crises: Implications for Situational Crisis Communication Theory 181 9 How Do Past Crises Affect Publics’ Perceptions of Current Events? An Experiment Testing Corporate Reputation During an Adverse Event 205 10 Crisis Response Effectiveness: Methodological Considerations for Advancement in Empirical Investigation into Response Impact 221 Part III The Practice 243 11 “We tell people. It’s up to them to be prepared.” Public Relations Practices of Local Emergency Managers 245 12 Thirty Common Basic Elements of Crisis Management Plans: Guidelines for Handling the Acute Stage of “Hard” Emergencies at the Tactical Level 261 Part IV Specific Applications 283 Organizational Contexts 13 Oil Industry Crisis Communication 285 14 Educational Crisis Management Practices Tentatively Embrace the New Media 301 15 FEMA and the Rhetoric of Redemption: New Directions in Crisis Communication Models for Government Agencies 319 Crisis Communication and Race 16 Effective Public Relations in Racially Charged Crises: Not Black or White 335 17 Public Relations and Reputation Management in a Crisis Situation: How Denny’s Restaurants Reinvigorated the Firm’s Corporate Identity 359 Part V Technology and Crisis Communication 379 18 New Media for Crisis Communication: Opportunities for Technical Translation, Dialogue, and Stakeholder Responses 381 19 Organizational and Media Use of Technology During Fraud Crises 396 20 Organizational Use of New Communication Technology in Product Recall Crises 410 Part VI Global Crisis Communication 423 21 Crisis Communication, Complexity, and the Cartoon Affair: A Case Study 425 22 Crisis Communication and Terrorist Attacks: Framing a Response to the 2004 Madrid Bombings and 2005 London Bombings 449 23 Negotiating Global Citizenship: Mattel’s 2007 Recall Crisis 467 24 Celebrating Expulsions? Crisis Communication in the Swedish Migration Board 489 Part VII Theory Development 509 25 Crisis Communicators in Change: From Plans to Improvisations 511 26 Contingency Theory of Strategic Conflict Management: Directions for the Practice of Crisis Communication from a Decade of Theory Development, Discovery, and Dialogue 527 27 Crisis-Adaptive Public Information: A Model for Reliability in Chaos 550 28 Communicating Before a Crisis: An Exploration of Bolstering, CSR, and Inoculation Practices 568 29 Who Suffers? The Effect of Injured Party on Attributions of Crisis Responsibility 591 30 The Dialectics of Organizational Crisis Management 607 31 Exploring Crisis from a Receiver Perspective: Understanding Stakeholder Reactions During Crisis Events 635 32 Credibility Seeking through an Interorganizational Alliance: Instigating the Fen-Phen Confrontation Crisis 657 Part VIII Future Research Directions 675 33 Future Directions of Crisis Communication Research: Emotions in Crisis – The Next Frontier 677 34 Complexity and Crises: A New Paradigm 683 35 Considering the Future of Crisis Communication Research: Understanding the Opportunities Inherent to Crisis Events through the Discourse of Renewal 691 36 Toward a Holistic Organizational Approach to Understanding Crisis 698 37 What is a Public Relations “Crisis”? Refocusing Crisis Research 705 38 Crisis and Learning 713 39 Pursuing Evidence-Based Crisis Communication 719 Afterword 726 Name Index 728 Subject Index 732
Robert L. Heath
W. Timothy Coombs
W. Timothy Coombs
Seon-Kyoung An and I-Huei Cheng
Gabriel L. Adkins
Gregory G. Efthimiou
Mohamad H. Elmasry and Vidhi Chaudhri
Sherry J. Holladay
W. Timothy Coombs and Sherry J. Holladay
J. Drew Elliot
Tomasz A. Fediuk, Kristin M. Pace, and Isabel C. Botero
Robert Littlefield, Katherine Rowan, Shari R. Veil, Lorraine Kisselburgh, Kimberly Beauchamp, Kathleen Vidoloff, Marie L. Dick, Theresa Russell-Loretz, Induk Kim, Angelica Ruvarac, Quian Wang, Hyunyi Cho, Toni Siriko Hoang, Bonita Neff, Teri Toles-Patkin, Rod Troester, Shama Hyder, Steven Venette, and Timothy L. Sellnow
Alexander G. Nikolaev
Michelle Maresh and David E. Williams
Barbara S. Gainey
Elizabeth Johnson Avery and Ruthann W. Lariscy
Brooke Fisher Liu
Ali M. Kanso, Steven R. Levitt, and Richard Alan Nelson
Keri K. Stephens and Patty Malone
Christopher Caldiero, Maureen Taylor, and Lia Ungureanu
Maureen Taylor
Finn Frandsen and Winni Johansen
María José Canel and Karen Sanders
Patricia A. Curtin
Orla Vigsø
Jesper Falkheimer and Mats Heide
Augustine Pang, Yan Jin, and Glen T. Cameron
Suzanne Horsley
Shelley Wigley and Michael Pfau
Sun-A Park and María E. Len-Ríos
Charles Conrad, Jane Stuart Baker, Chris Cudahy, and Jennifer Willyard
Tomasz A. Fediuk, W. Timothy Coombs, and Isabel C. Botero
Timothy L. Sellnow, Shari R. Veil, and Renae A. Streifel
Yan Jin and Augustine Pang
Dawn R. Gilpin and Priscilla Murphy
Robert R. Ulmer, Timothy L. Sellnow, and Matthew W. Seeger
Maureen Taylor
Michael L. Kent
Larsåke Larsson
W. Timothy Coombs
Subject Areas: Electronics & communications engineering [TJ]
