CONTENTS
Acknowledgements = ⅶ
Preface = ⅸ
Introduction = xiii
Part Ⅰ： When the crisis strike
Case study： Bluepage = 3
1 The crisis： what it is, why it happens, and what it teaches us = 9
What is a crisis? = 9
Why do crises happen? = 10
Lessons learnt from international crises = 23
Summary = 28
2 The crisis unfolds = 31
The crisis life cycle = 31
Problems and challenges in crisis decision making = 35
How can a crisis hurt you? = 51
Nike's crisis life cycle = 58
Summary = 63
3 Effective crisis communication = 68
What crisis communication can do = 68
Vital audiences = 77
Reality checks = 83
Summary = 85
Part Ⅱ： Principles and techniques of effective crisis communication
Case study： Bluepage = 91
4 The unexpected crisis： retrieving control = 97
A review of the framework = 97
Operations = 101
Audiences = 116
Recovery = 127
Summary = 131
5 Special techniques = 135
Rumour management = 135
Product recall = 143
Litigation crises = 150
Summary = 154
6 Issues management and risk communication = 159
Two linked disciplines = 159
Building a programme = 165
Two issues campaigns： Comet and Ostmark = 179
Summary = 187
7 Crisis preparedness = 190
Crisis preparedness planning = 191
Simulation testing and validation = 202
Trust and reputation management = 205
Summary = 209
Case study： Bluepage = 213
Bibliography = 215
Index = 217
