"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)
W. Timothy Coombs is Professor at the Nicholson School of Communication at University of Central Florida, USA. He is the author of Code Red in the Boardroom (2006), and Today's Public Relations (2006). Sherry J. Holladay is Professor at the Nicholson School of Communication at University of Central Florida, USA. She is the author of numerous articles related to corporate communication. Together, they have co-authored It's Not Just PR (2007), PR Strategy and Application (2010) and Managing Corporate Social Responsibility: A Communication Approach (2011). All titles are published by Wiley-Blackwell.
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 Crisis Communication 379 18 New Media for Crisis Communication: Opportunities for Technical Translation, Dialogue, and Stakeholder Responses 381 Keri K. Stephens and Patty Malone 19 Organizational and Media Use of Technology During Fraud Crises 396 Christopher Caldiero, Maureen Taylor, and Lia Ungureanu 20 Organizational Use of New Communication Technology in Product Recall Crises 410 Maureen Taylor Part VI Global Crisis Communication 423 21 Crisis Communication, Complexity, and the Cartoon Affair: A Case Study 425 Finn Frandsen and Winni Johansen 22 Crisis Communication and Terrorist Attacks: Framing a Response to the 2004 Madrid Bombings and 2005 London Bombings 449 Maria Jose Canel and Karen Sanders 23 Negotiating Global Citizenship: Mattel's 2007 Recall Crisis 467 Patricia A. Curtin 24 Celebrating Expulsions? Crisis Communication in the Swedish Migration Board 489 Orla Vigso