This book guides students through cases and exercises that explore crisis communication and management in action and build the necessary skills for effective crisis management. In the first two chapters, the author W. Timothy Coombs introduces key theories and principles in crisis communication, which the students apply through analysis of 17 cases drawn from recent headlines. The cases are explored from pre-crisis, mid-crisis, and post-crisis perspectives, and include a range of predominant crisis scenarios from product recalls to lawsuits to environmental disasters. Exercises are included to help students apply concepts from crisis communication and management such as crisis threat assessment and the utility of social media in scanning for crisis warning signs. The appendix includes sample crisis management plans, sample crisis response strategy templates, and sample message maps to support an organization's message that serve as a valuable reference for anyone engaging in crisis management. <i>Applied Crisis Communication and Crisis Management</i> gives students the knowledge and skills to become successful crisis managers.
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Companies that sell products to customers—business-to-consumer, or B2C, organizations—must be concerned about product harm crises. Product harm occurs when people are made aware that a product can be defective or dangerous (Siomokos & Kurzbard, 1994). There are two elements to the definition. First, the product has to be defective or dangerous in some way to the customer. Second, the customers and other stakeholders must know about the problem. The second point is important because there are instances where companies engage in “stealth recalls.” In a stealth recall, the company seeks to remove a product from the market while drawing as little attention as possible to their actions. Stealth recalls are executed ...