The Handbook of Crisis Communication

Copyright © 2010 Blackwell Publishing Ltd

The Handbook of Crisis Communication

Editor(s): W. Timothy Coombs, Sherry J. Holladay

Published Online: 3 FEB 2010

Print ISBN: 9781405194419

Online ISBN: 9781444314885

DOI: 10.1002/9781444314885

About this Book

Product Information

About The Product

Written as a tool for both researchers and communication managers, the Handbook of Crisis Communication is a comprehensive examination of the latest research, methods, and critical issues in crisis communication. 

  • Includes in-depth analyses of well-known case studies in crisis communication, from terrorist attacks to Hurricane Katrina
  • Explores the key emerging areas of new technology and global crisis communication
  • Provides a starting point for developing crisis communication as a distinctive field research rather than as a sub-discipline of public relations or corporate communication

Table of contents

    1. You have free access to this content
      Front Matter (pages i–xxviii)

    1. Introduction (pages 1–13)

      Robert L. Heath

  3. Part I: Crisis and Allied Fields

    1. You have free access to this content
      Part Introduction (pages 15–16)

    2. Chapter 1

      Parameters for Crisis Communication (pages 17–53)

      Dr. W. Timothy Coombs

    3. Chapter 2

      Crisis Communication and Its Allied Fields (pages 54–64)

      Dr. W. Timothy Coombs

    4. Chapter 3

      Crisis Communication Research in Public Relations Journals: Tracking Research Trends over Thirty Years (pages 65–90)

      Seon-Kyoung An and Dr I-Huei Cheng

  4. Part II: Methodological Variety

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      Part Introduction (page 91)

  5. Part II: Methodological Variety - Case Studies

    1. Chapter 4

      Organizational Networks in Disaster Response: An Examination of the US Government Network's Efforts in Hurricane Katrina (pages 93–114)

      Gabriel L. Adkins

    2. Chapter 5

      Regaining Altitude: A Case Analysis of the JetBlue Airways Valentine's Day 2007 Crisis (pages 115–140)

      Gregory G. Efthimiou

  6. Part II: Methodological Variety - Textual Analysis

    1. Chapter 6

      The Press as Agent of Cultural Repair: A Textual Analysis of News Coverage of the Virginia Tech Shootings (pages 141–158)

      Mohamad H. Elmasry and Vidhi Chaudhri

  7. Part II: Methodological Variety - Content Analysis

    1. Chapter 7

      Are They Practicing What We Are Preaching? An Investigation of Crisis Communication Strategies in the Media Coverage of Chemical Accidents (pages 159–180)

      Dr. Sherry J. Holladay

  8. Part II: Methodological Variety - Experimental

    1. Chapter 8

      Examining the Effects of Mutability and Framing on Perceptions of Human Error and Technical Error Crises: Implications for Situational Crisis Communication Theory (pages 181–204)

      Dr. W. Timothy Coombs and Dr. Sherry J. Holladay

    2. Chapter 9

      How Do Past Crises Affect Publics' Perceptions of Current Events? An Experiment Testing Corporate Reputation during an Adverse Event (pages 205–220)

      J. Drew Elliot

    3. Chapter 10

      Crisis Response Effectiveness: Methodological Considerations for Advancement in Empirical Investigation into Response Impact (pages 221–242)

      Tomasz A. Fediuk, Kristin M. Pace and Isabel C. Botero

  9. Part III: The Practice

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      Part Introduction (page 243)

    2. Chapter 11

      “We tell people. It's up to them to be prepared.” Public Relations Practices of Local Emergency Managers (pages 245–260)

      Dr Robert Littlefield, Katherine Rowan, Dr Shari R. Veil, Lorraine Kisselburgh, Kimberly Beauchamp, Kathleen Vidoloff, Marie L. Dick, Theresa Russell-Loretz, Dr Induk Kim, Angelica Ruvarac, Quian Wang, Toni Siriko Hoang, Bonita Neff, Teri Toles-Patkin, Rod Troester, Shama Hyder, Steven Venette and Dr Timothy L. Sellnow

    3. Chapter 12

      Thirty Common Basic Elements of Crisis Management Plans: Guidelines for Handling the Acute Stage of “Hard” Emergencies at the Tactical Level (pages 261–281)

      Alexander G. Nikolaev

  10. Part IV: Specific Applications - Organizational Contexts

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      Part Introduction (pages 283–284)

    2. Chapter 13

      Oil Industry Crisis Communication (pages 285–300)

      Dr Michelle Maresh and David E. Williams

    3. Chapter 14

      Educational Crisis Management Practices Tentatively Embrace the New Media (pages 301–318)

      Dr Barbara S. Gainey

    4. Chapter 15

      FEMA and the Rhetoric of Redemption: New Directions in Crisis Communication Models for Government Agencies (pages 319–334)

      Dr Elizabeth Johnson Avery and Dr Ruthann W. Lariscy

  11. Part IV: Specific Applications - Crisis Communication and Race

    1. Chapter 16

      Effective Public Relations in Racially Charged Crises: Not Black or White (pages 335–358)

      Dr Brooke Fisher Liu

    2. Chapter 17

      Public Relations and Reputation Management in a Crisis Situation: How Denny's Restaurants Reinvigorated the Firm's Corporate Identity (pages 359–377)

      Dr Ali M. Kanso, Steven R. Levitt and Richard Alan Nelson

  12. Part V: Technology and Crisis Communication

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      Part Introduction (page 379)

    2. Chapter 18

      New Media for Crisis Communication: Opportunities for Technical Translation, Dialogue, and Stakeholder Responses (pages 381–395)

      Dr Keri K. Stephens and Dr Patty Malone

    3. Chapter 19

      Organizational and Media Use of Technology during Fraud Crises (pages 396–409)

      Christopher Caldiero, Dr Maureen Taylor and Lia Ungureanu

    4. Chapter 20

      Organizational Use of New Communication Technology in Product Recall Crises (pages 410–421)

      Dr Maureen Taylor

  13. Part VI: Global Crisis Communication

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      Part Introduction (pages 423–424)

    2. Chapter 21

      Crisis Communication, Complexity, and the Cartoon Affair: A Case Study (pages 425–448)

      Finn Frandsen and Dr Winni Johansen

    3. Chapter 22

      Crisis Communication and Terrorist Attacks: Framing a Response to the 2004 Madrid Bombings and 2005 London Bombings (pages 449–466)

      María José Canel and Karen Sanders

    4. Chapter 23

      Negotiating Global Citizenship: Mattel's 2007 Recall Crisis (pages 467–488)

      Dr. Patricia A. Curtin

    5. Chapter 24

      Celebrating Expulsions? Crisis Communication in the Swedish Migration Board (pages 489–507)

      Dr. Orla Vigsø

  14. Part VII: Theory Development

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      Part Introduction (pages 509–510)

    2. Chapter 25

      Crisis Communicators in Change: From Plans to Improvisations (pages 511–526)

      Dr. Jesper Falkheimer and Dr. Mats Heide

    3. Chapter 26

      Contingency Theory of Strategic Conflict Management: Directions for the Practice of Crisis Communication from a Decade of Theory Development, Discovery, and Dialogue (pages 527–549)

      Dr. Augustine Pang, Dr. Yan Jin and Glen T. Cameron

    4. Chapter 27

      Crisis-Adaptive Public Information: A Model for Reliability in Chaos (pages 550–567)

      Dr. Suzanne Horsley

    5. Chapter 28

      Communicating Before a Crisis: An Exploration of Bolstering, CSR, and Inoculation Practices (pages 568–590)

      Dr. Shelley Wigley and Michael Pfau

    6. Chapter 29

      Who Suffers? The Effect of Injured Party on Attributions of Crisis Responsibility (pages 591–606)

      Sun-A Park and Dr. María E. Len-Ríos

    7. Chapter 30

      The Dialectics of Organizational Crisis Management (pages 607–634)

      Charles Conrad, Jane Stuart Baker, Chris Cudahy and Jennifer Willyard

    8. Chapter 31

      Exploring Crisis from a Receiver Perspective: Understanding Stakeholder Reactions during Crisis Events (pages 635–656)

      Tomasz A. Fediuk, Dr. W. Timothy Coombs and Isabel C. Botero

    9. Chapter 32

      Credibility Seeking through an Interorganizational Alliance: Instigating the Fen-Phen Confrontation Crisis (pages 657–674)

      Dr. Timothy L. Sellnow, Dr. Shari R. Veil and Renae A. Streifel

  15. Part VIII: Future Research Directions

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      Part Introduction (page 675)

    2. Chapter 33

      Future Directions of Crisis Communication Research: Emotions in Crisis – The Next Frontier (pages 677–682)

      Dr. Yan Jin and Dr. Augustine Pang

    3. Chapter 34

      Complexity and Crises: A New Paradigm (pages 683–690)

      Dr. Dawn R. Gilpin and Dr. Priscilla Murphy

    4. Chapter 35

      Considering the Future of Crisis Communication Research: Understanding the Opportunities Inherent to Crisis Events through the Discourse of Renewal (pages 691–697)

      Robert R. Ulmer, Dr. Timothy L. Sellnow and Matthew W. Seeger

    5. Chapter 36

      Toward a Holistic Organizational Approach to Understanding Crisis (pages 698–704)

      Dr. Maureen Taylor

    6. Chapter 37

      What is a Public Relations “Crisis?” Refocusing Crisis Research (pages 705–712)

      Michael L. Kent

    7. Chapter 38

      Crisis and Learning (pages 713–718)

      Dr. Larsåke Larsson

    8. Chapter 39

      Pursuing Evidence-Based Crisis Communication (pages 719–725)

      Dr. W. Timothy Coombs

    1. You have free access to this content
      Afterword (pages 726–727)

    1. You have free access to this content
      Name Index (pages 728–731)

    1. You have free access to this content
      Subject Index (pages 732–737)

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