The handbook of crisis communication (paperback)

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768 p. · Paperback
The Handbook of Crisis Communication is a comprehensive examination of the latest research and critical issues in crisis communication. Written as a tool for both researchers and communication managers, the Handbook includesa thorough discussion of the theory and method behind crisis communication, as well as the latest insight into practice in the field.

Incorporating the views and research of more than 50 top scholars,the bookprovides a starting point for developing crisis communication as a distinctive field research rather than as a sub-discipline of public relations or corporate communication. This cutting-edge collection includesin-depth analyses of well-known case studies in crisis communication, from terrorist attacks in London and Madrid to Hurricane Katrina. Going beyond traditional applications, the Handbook also explores the key emerging areas of new technology and global crisis communication.

Notes on Contributors ix

Preface xxvii

Acknowledgments xxix

Introduction 1
Robert L. Heath

Part I Crisis and Allied Fields 15

1 Parameters for Crisis Communication 17
W. Timothy Coombs

2 Crisis Communication and Its Allied Fields 54
W. Timothy Coombs

3 Crisis Communication Research in Public Relations Journals: Tracking Research Trends Over Thirty Years 65
Seon-Kyoung An and I-Huei Cheng

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
Gabriel L. Adkins

5 Regaining Altitude: A Case Analysis of the JetBlue Airways Valentine's Day 2007 Crisis 115
Gregory G. Efthimiou

Textual Analysis

6 The Press as Agent of Cultural Repair: A Textual Analysis of News Coverage of the Virginia Tech Shootings 141
Mohamad H. Elmasry and Vidhi Chaudhri

Content Analysis

7 Are They Practicing What We Are Preaching? An Investigation of Crisis Communication Strategies in the Media Coverage of Chemical Accidents 159
Sherry J. Holladay

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
W. Timothy Coombs and Sherry J. Holladay

9 How Do Past Crises Affect Publics' Perceptions of Current Events? An Experiment Testing Corporate Reputation During an Adverse Event 205
J. Drew Elliot

10 Crisis Response Effectiveness: Methodological Considerations for Advancement in Empirical Investigation into Response Impact 221
Tomasz A. Fediuk, Kristin M. Pace, and Isabel C. Botero

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
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

12 Thirty Common Basic Elements of Crisis Management Plans: Guidelines for Handling the Acute Stage of "Hard" Emergencies at the Tactical Level 261
Alexander G. Nikolaev

Part IV Specific Applications 283

Organizational Contexts

13 Oil Industry Crisis Communication 285
Michelle Maresh and David E. Williams

14 Educational Crisis Management Practices Tentatively Embrace the New Media 301
Barbara S. Gainey

15 FEMA and the Rhetoric of Redemption: New Directions in Crisis Communication Models for Government Agencies 319
Elizabeth Johnson Avery and Ruthann W. Lariscy

Crisis Communication and Race

16 Effective Public Relations in Racially Charged Crises: Not Black or White 335
Brooke Fisher Liu

17 Public Relations and Reputation Management in a Crisis Situation: How Denny's Restaurants Reinvigorated the Firm's Corporate Identity 359
Ali M. Kanso, Steven R. Levitt, and Richard Alan Nelson

Part V Technology and...