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.

ValuJet Flight 592 and the End of a Brand
Valujet flight 592 and the end of a brand

When the U.S. government deregulated the airline industry, new airlines appeared to challenge the established order with an emphasis on low prices. The first of these new, low-cost airlines appeared in the 1980s but most of them disappeared. In the 1990s, a stronger class of low-cost airlines emerged, including Southwest, ValuJet, and Air Tran. ValuJet no longer exists as a brand name but was a darling of the airline industry in the early 1990s. ValuJet, headquartered in Atlanta, Georgia, had two planes in 1994. By 1996, it had 51 planes. To keep costs low, ValuJet purchased old DC-9s for its fleet and outsourced its maintenance to a ...

  • Loading...
locked icon

Sign in to access this content

Get a 30 day FREE TRIAL

  • Watch videos from a variety of sources bringing classroom topics to life
  • Read modern, diverse business cases
  • Explore hundreds of books and reference titles