Previous edition: 2015.

Includes bibliographical references and index.

Preface<br />Acknowledgments<br />Chapter 1. A Need for More Crisis Management Knowledge<br /> Crisis Management Defined<br /> The Initial Crisis Management Framework<br /> Outline of the Three-Stage Approach<br /> A More Advanced View: The Regenerative Model of Crisis<br /> Importance of Crisis Management<br /> Crisis Leadership: An Overlooked Resource<br /> Conclusion<br /> Discussion Questions<br />Chapter 2. Risk as the Foundation for Crisis Management and Crisis Communication<br /> Enterprise Risk Management<br /> Boyd’s OODA Loop<br /> Conclusion<br /> Discussion Questions<br />Chapter 3. The Crisis Mitigation Process: Building Crisis Resistant Organizations<br /> Observe: Finding Red Flags<br /> Orient: Collect the Information<br /> Orient: Analyze the Information<br /> Decide and Act: Take Preventive Action<br /> Evaluate the Effectiveness of the Threat Reduction<br /> Conclusion<br /> Discussion Questions<br />Chapter 4. Crisis Preparing: Part I<br /> Diagnosing Vulnerabilities<br /> Assessing Crisis Types<br /> Selecting and Training a Crisis Management Team<br /> Selecting and Training a Spokesperson<br /> Resilience: Training for All Employees<br /> Conclusion<br /> Discussion Questions<br />Chapter 5. Crisis Preparing: Part II<br /> Developing a Crisis Communication Plan<br /> Reviewing the Crisis Communication System<br /> Stakeholders and Preparation<br /> Conclusion<br /> Discussion Questions<br />Chapter 6. Recognizing Crises<br /> Selling the Crisis<br /> Crises and Information Needs<br /> Information Gathering<br /> Information Processing: The Known<br /> Information-Processing Problems<br /> Information-Processing Mechanisms<br /> Conclusion<br /> Discussion Questions<br />Chapter 7. Crisis Responding<br /> Form of the Crisis Response<br /> A Strategic Focus in Crisis Communication<br /> Content of the Crisis Response<br /> Crisis Response Strategies<br /> Follow-Up Communication<br /> Conclusion<br /> Discussion Questions<br />Chapter 8. Postcrisis Concerns<br /> Crisis Evaluation<br /> Knowledge Management: Organizational Memory and Learning<br /> Continuity of Actions<br /> Memorials and Shrines<br /> The Big Picture<br /> Conclusion<br /> Discussion Questions<br />Epilogue<br /> Musings: Taking an Evidence-Based Approach Seriously<br /> Musings: Simplicity, Complexity, and Effectiveness<br /> Musings: Time and Crises<br /> Conclusion<br /> Discussion Questions<br />Appendix: Possible Case Studies<br />References<br />Index<br />About the Author<br />