Crisis communication in Canada

목차 (Table of Contents)

• CONTENTS
• Acknowledgments = ix
• INTRODUCTION = 1
• The Approach = 3
• Crisis Communication as a Field of Study = 5
• The Canadian Perspective = 8
• PART Ⅰ : KEY CONCEPTS
• 1 DEFINING THE FIELD = 15
• Crisis Definitions = 15
• The Problem of Crisis Definitions = 18
• Stages of Crisis = 23
• What Is a Stakeholder? = 25
• Individuals and Organizations = 26
• What Is the Role of Ethics in Crisis Communication? = 27
• Ethical Theory = 29
• The Importance of Trust = 33
• 2 CRISIS AND COMMUNITIES = 37
• An Alternative Definition = 37
• Discourse and Crisis Communication = 44
• Community and Crisis Communication = 48
• Political Communities = 50
• Organized Sports Communities = 52
• Entertainment Communities = 53
• Legitimacy = 53
• 3 THE ROLE OF THE MEDIA IN CONSTITUTING A CRISIS = 59
• Mediated Society = 59
• Crisis and News Values = 61
• Effects of Agenda Setting on Crisis = 63
• Media Framing and Effects on Crisis = 65
• Ritual and Crisis = 66
• Crisis, Mass Media, and Social Media = 67
• PART Ⅱ : PLANNING
• 4 CRISIS PREVENTION = 75
• Preventative Planning and Building Positive Relationships = 75
• Crisis Prevention through Positive Organizational Cultures and Values = 77
• Reputations, Images, and Crisis Damage Prevention = 79
• Crisis Damage Limitation through Branding = 84
• Case : Animal Cruelty Allegations at Marineland = 86
• Case : Safety on a University Campus = 87
• 5 PLANNING = 91
• Are Some Crises Unexpected? = 91
• Crisis Prevention through Effective Issues Management = 92
• Limiting the Impact of a Crisis by Developing Buffers = 94
• Crisis Management Plans to Deal with a Crisis if It Occurs = 101
• Assessing the Threat = 102
• Crisis Leadership and Spokespersons = 103
• Case : Royal Bank of Canada Sparks Foreign Worker Crisis = 106
• Case : Federal MP Uses Military Helicopter for Personal Trip = 108
• 6 BUSINESS, POLITICS, HEALTHCARE, AND SCIENCE CRISES = 111
• Business Crises = 111
• Political Crises = 115
• Healthcare and Science Crises = 122
• Case : Attacking the Customer over a Product Failure = 125
• Case : Toronto Mayor Rob Ford and the Crack Cocaine Video = 126
• 7 SPORTS, ENTERTAINMENT, AND SOCIAL MEDIA CRISES = 131
• Sports Crises = 131
• Entertainment Crises = 135
• Social Media Crises = 139
• Case : A Baseball Player Uses a Homophobic Slur = 146
• Case : Radio Host Fired after Comments = 149
• PART Ⅲ : RESPONSE
• 8 FOUR TENETS OF RESPONSE = 153
• Openness = 153
• Regular Communication = 158
• Responding Quickly = 161
• Consistency and Coherence = 163
• Case : The BlackBerry Phone Outage of 2011 = 165
• Case : A Listeria Outbreak at Maple Leaf Foods = 167
• 9 RESPONSE THEORY AND STRATEGY = 169
• Situational Crisis Communication Theory = 170
• Image Repair Theory = 175
• Strategies = 176
• Apology - The King of Strategies? = 182
• Apology - Legal and Political Concerns = 185
• Combining Strategies = 187
• Quantification of Strategies = 188
• Case : Air Canada Breaks a Child's Wheelchair, Twitter Explodes = 191
• Case : City of Hamilton Public Relations Initiative Fails = 193
• 10 RESPONSE CONSIDERATIONS = 197
• Communicating with the Mass Media = 197
• Channels - Old and New Media = 198
• Social Media Response Factors = 200
• Narrative and Storytelling = 201
• Getting Ahead or Attempting to Control the Narrative = 204
• Dealing with Emotions = 207
• Direct Political Communication = 207
• Case : The Public Fall of Jian Ghomeshi = 208
• Case : Crib Recall after Child Deaths = 213
• PART Ⅳ : RECUPERATION
• 11 EVALUATION AND APPLICATION = 217
• The End Is Nigh - Maybe = 217
• Renewal and Healing Theory = 218
• Legitimacy Regained = 220
• Learning = 221
• Objective Measurements = 222
• Channels and Spokesperson Review and Assessment = 222
• Issues Management Redux = 223
• Structural Change = 223
• Inquiries and Investigations = 224
• Rebuilding Image and Goodwill = 225
• Rebranding = 226
• Final Words = 227
• References = 229
• Index = 259