{"product_id":"communication-in-times-of-trouble-isbn-9781119229254","title":"Communication in Times of Trouble","description":"\u003cp\u003e\u003cb\u003ePresents the best practices of crisis communication and emergency risk communication\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThis book covers crisis communication strategies and focuses on practical applications for effective management. It includes an extensive discussion of best practices in pre-crisis, crisis and post crisis stages. The book pays special attention to the needs of meeting the needs of diverse audiences and communicating in a responsive and responsible way. The principles are appropriate for many kinds of events including earthquakes, tornadoes, hurricanes, tsunamis, epidemics, and pandemics as well as industrial accidents, toxic spills, transportation disasters, fires and intentional events.\u003c\/p\u003e \u003cp\u003eIn the first chapter, \u003ci\u003eCommunication in Times of Trouble\u003c\/i\u003e introduces the concept of best practices and establishes their relevance for crisis communication and emergency risk communication. A chapter is dedicated to each of the ten best practices. In each chapter, the best practice is described, examples of successful and unsuccessful application of the best practice in both organizational crises and natural disasters\/emergencies are provided, advice for practical application is given, and a summary is provided. The concluding chapter details the challenges and opportunities for developing and implementing a response strategy that includes the best practices as a whole.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eFocuses on application and explanation in crisis communication to benefit those with backgrounds in emergency management, risk management, political science, disaster sociology, and public health\u003c\/li\u003e \u003cli\u003eCovers natural, large-scale emergencies such as earthquakes, tornadoes, hurricanes, tsunamis, epidemics, and pandemics, which aren’t generally detailed in existing crisis communication texts\u003c\/li\u003e \u003cli\u003ePresents 10 best practices for dealing with emergencies: Process Approach; Pre-Event Planning; Partnerships; Public Concern; Honesty; Collaborate; Media access; Compassion; Uncertainty; Empowerment\u003c\/li\u003e \u003c\/ul\u003e \u003ci\u003eCommunication in Times of Trouble\u003c\/i\u003e will be of great interest to undergraduate students and practitioners in communication, public relations, public affairs, public information, public health, and emergency management.  \u003cp\u003eAcknowledgements ix\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 Introduction 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhat Is a Crisis? 2\u003c\/p\u003e \u003cp\u003eWhat Do We Mean by Crisis Communication? 4\u003c\/p\u003e \u003cp\u003eWhat Distinguishes Crisis Communication? 7\u003c\/p\u003e \u003cp\u003eWhat Are Best Practices? 7\u003c\/p\u003e \u003cp\u003eSummary 9\u003c\/p\u003e \u003cp\u003eReferences 10\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 Process Approach: Take a Process Approach to Crisis Communication 11\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhat Do We Mean by “Communication Is a Process”? 12\u003c\/p\u003e \u003cp\u003eWhat Does a Process Approach Mean for Crisis? 12\u003c\/p\u003e \u003cp\u003eWhat Is a Crisis Life Cycle? 14\u003c\/p\u003e \u003cp\u003eHow Can These Stages Be Used by Crisis Communicators? 16\u003c\/p\u003e \u003cp\u003eWhy Should Communicators Participate in the Policy Formation Process? 17\u003c\/p\u003e \u003cp\u003eSummary 19\u003c\/p\u003e \u003cp\u003eReferences 20\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3 Preevent Planning: Engage in Preevent Planning for Crisis\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCommunication 21\u003c\/p\u003e \u003cp\u003eWhat Does Planning Involve? 21\u003c\/p\u003e \u003cp\u003eWhat Is Crisis Communication Planning? 23\u003c\/p\u003e \u003cp\u003eHow Is a Plan Created? 24\u003c\/p\u003e \u003cp\u003eHow Is Risk Assessed? 25\u003c\/p\u003e \u003cp\u003eWhat Is Included in a Crisis Plan? 26\u003c\/p\u003e \u003cp\u003eStandard Elements of a Crisis Communication Plan 28\u003c\/p\u003e \u003cp\u003eImplementing a Crisis Plan 29\u003c\/p\u003e \u003cp\u003eSummary 30\u003c\/p\u003e \u003cp\u003eReferences 31\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 Partnerships: Form Stakeholder Partnerships With Publics 33\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhy Do Crisis Leaders Sometimes Avoid Communicating With Their Publics? 33\u003c\/p\u003e \u003cp\u003eHow Are Relationships With Publics Established? 34\u003c\/p\u003e \u003cp\u003eWhat Is Dialog? 35\u003c\/p\u003e \u003cp\u003eWhy Do Some Agencies and Organizations Fail to Establish Dialog? 36\u003c\/p\u003e \u003cp\u003eHow Does Dialog Produce Partnerships With Publics? 37\u003c\/p\u003e \u003cp\u003eAre There Times When Dialog Should Be Avoided? 38\u003c\/p\u003e \u003cp\u003eWhat Roles Can Publics Play in Their Partnerships With Organizations and Agencies? 39\u003c\/p\u003e \u003cp\u003eSummary 41\u003c\/p\u003e \u003cp\u003eReferences 42\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 Public Concern: Listen to and Acknowledge Concerns of Publics 45\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHow Do Publics Respond to Risks? 46\u003c\/p\u003e \u003cp\u003eWhat Communication Challenges Do Hazards Create? 46\u003c\/p\u003e \u003cp\u003eWhat Communication Challenges Does Outrage Create? 49\u003c\/p\u003e \u003cp\u003eHow Should Agencies and Organizations Acknowledge the Concerns of Publics? 50\u003c\/p\u003e \u003cp\u003eHow Do Organizations and Agencies Anticipate Which Issues Are Likely to Produce Public Outrage? 51\u003c\/p\u003e \u003cp\u003eHow Can Organizations Communicate to Prevent and Manage Outrage? 52\u003c\/p\u003e \u003cp\u003eSummary 54\u003c\/p\u003e \u003cp\u003eReferences 55\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 Honesty: Communication With Honesty, Frankness, and Openness 57\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhy Is It So Important to Be Honest? 58\u003c\/p\u003e \u003cp\u003eWhat Does It Really Mean to Be Honest? 60\u003c\/p\u003e \u003cp\u003eWhat Are Some Challenges to Being Honest During a Crisis? 62\u003c\/p\u003e \u003cp\u003eHow Is Openness Achieved During a Crisis? 64\u003c\/p\u003e \u003cp\u003eSummary 66\u003c\/p\u003e \u003cp\u003eReferences 67\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 Collaboration: Collaborate and Coordinate With Credible Sources 69\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWho Are the Credible Partners for an Organization? 70\u003c\/p\u003e \u003cp\u003eWhat Do Collaboration and Coordination Mean? 72\u003c\/p\u003e \u003cp\u003eWhy Are Collaboration and Coordination So Important? 75\u003c\/p\u003e \u003cp\u003eHow Can an Organization Create Collaboration and Coordination? 76\u003c\/p\u003e \u003cp\u003eIt Is Possible to Coordinate and Cooperate With Hostile Groups? 76\u003c\/p\u003e \u003cp\u003eSummary 77\u003c\/p\u003e \u003cp\u003eReferences 78\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 Media Access: Meet the Needs of the Media and Remain Accessible 79\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhy Is Media Access Important? 80\u003c\/p\u003e \u003cp\u003eWhat Does Accessibility Mean? 82\u003c\/p\u003e \u003cp\u003eHow Does an Organization Maintain Accessibility? 83\u003c\/p\u003e \u003cp\u003eWhat Happens If Organizations Are Not Open During a Crisis? 85\u003c\/p\u003e \u003cp\u003eWill the Media Tell a Negative Story Regardless of the Facts? 86\u003c\/p\u003e \u003cp\u003eSummary 86\u003c\/p\u003e \u003cp\u003eReferences 87\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 Compassion: Communicate With Compassion 89\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhat Is a Compassionate Response to Crisis? 90\u003c\/p\u003e \u003cp\u003eWho Is the Best Organizational Spokesperson for Expressing Compassion? 92\u003c\/p\u003e \u003cp\u003eWhen Is Expressing Compassion Most Important? 93\u003c\/p\u003e \u003cp\u003eShould an Organization Express Compassion If Blame Is Uncertain? 94\u003c\/p\u003e \u003cp\u003eHow Should an Organization Express Compassion If Blame Is Certain? 94\u003c\/p\u003e \u003cp\u003eHow Should Spokespersons Express Compassion Through Social Media? 95\u003c\/p\u003e \u003cp\u003eWhat Role Does Culture Play in the Expression of Compassion? 96\u003c\/p\u003e \u003cp\u003eSummary 97\u003c\/p\u003e \u003cp\u003eReferences 98\u003c\/p\u003e \u003cp\u003e\u003cb\u003e10 Uncertainty: Accept Uncertainty and Ambiguity 101\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhat Causes Uncertainty for Publics? 101\u003c\/p\u003e \u003cp\u003eHow Do Publics Respond to Uncertainty? 103\u003c\/p\u003e \u003cp\u003eWhat Kind of Information Do Publics Seek to Reduce Their Uncertainty? 104\u003c\/p\u003e \u003cp\u003eHow Can Organizations Avoid Overreassuring Their Publics? 105\u003c\/p\u003e \u003cp\u003eWhat Are Some Other Ways to Manage Uncertainty? 106\u003c\/p\u003e \u003cp\u003eWhat Are the Ethical Standards for Managing Uncertainty? 108\u003c\/p\u003e \u003cp\u003eSummary 110\u003c\/p\u003e \u003cp\u003eReferences 111\u003c\/p\u003e \u003cp\u003e\u003cb\u003e11 Empowerment: Communicate Messages of Empowerment 113\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHow Can Messages Empower Publics? 113\u003c\/p\u003e \u003cp\u003eWhat Are the Components of an Empowering Message? 114\u003c\/p\u003e \u003cp\u003eHow Can Risk and Crisis Communicators Help Their Publics Internalize the Risk? 114\u003c\/p\u003e \u003cp\u003eHow Should Messages Be Distributed to Publics? 116\u003c\/p\u003e \u003cp\u003eHow Much Explanation of the Crisis Is Necessary? 117\u003c\/p\u003e \u003cp\u003eHow Should Recommendations for Self‐Protective Actions Be Communicated? 118\u003c\/p\u003e \u003cp\u003eWhat If Publics Are Given Competing Recommendations for Empowerment? 120\u003c\/p\u003e \u003cp\u003eWhat Is the Role of Empowering Messages Outside the Acute Phase of Crisis? 121\u003c\/p\u003e \u003cp\u003eSummary 122\u003c\/p\u003e \u003cp\u003eReferences 123\u003c\/p\u003e \u003cp\u003e\u003cb\u003e12 Conclusion: Implementing the Best Practices 125\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAre Crises Really Occurring More Often and Are They Getting Worse? 126\u003c\/p\u003e \u003cp\u003eHow Can an Organization Repair Its Damaged Image? 128\u003c\/p\u003e \u003cp\u003eAre There Ever Positive Outcomes to a Crisis? 130\u003c\/p\u003e \u003cp\u003eWhat Are the Challenges to Implementing the Best Practices? 132\u003c\/p\u003e \u003cp\u003eHow Can the Best Practices Approach to a Crisis Be Used? 133\u003c\/p\u003e \u003cp\u003eSummary 134\u003c\/p\u003e \u003cp\u003eReferences 135\u003c\/p\u003e \u003cp\u003eIndex 137\u003c\/p\u003e \u003cp\u003e\u003cb\u003eMATTHEW W. SEEGER\u003c\/b\u003e is currently a professor communication and Dean of the College of Fine, Performing and Communication Arts at Wayne State University in Detroit. His research concerns crisis and risk communication, health promotion and communication, crisis response and agency coordination, the role of media, including new media, crisis and communication ethics, failure of complex systems and post-crisis renewal. He has worked with several national and international agencies including the United States Centers for Disease Control and Prevention and the World Health Organization. He is co-author of the CDC's \u003ci\u003eCrisis and Emergency Communication,\u003c\/i\u003e (2nd ed.) and co-editor of the \u003ci\u003eInternational Handbook of Crisis Communication\u003c\/i\u003e.\u003c\/p\u003e \u003cp\u003e\u003cb\u003eTIMOTHY L. SELLNOW\u003c\/b\u003e is a professor of strategic communication in the Nicholson School of Communication and Media at the University of Central Florida. Dr. Sellnow's research focuses on strategic communication for bioterrorism, pre-crisis planning, disaster warning messages, public health, and crisis recovery. He has conducted funded research for the Department of Homeland Security, the United States Department of Agriculture, the Environmental Protection Agency, the United States Geological Survey, and the World Health Organization. He has also served in an advisory role for the National Academy of Sciences and the Food and Drug Administration.\u003c\/p\u003e \u003cp\u003eSeeger and Sellnow have both published extensively on risk and crisis communication. They have previously collaborated on six books, including: \u003ci\u003eCommunication and Organizational Crisis, Effective Crisis Communication, Communication and the Public Health, Effective Risk Communication, Theorizing Crisis Communication,\u003c\/i\u003e and\u003ci\u003e Narratives of Crisis: Stories of Ruin and Renewal\u003c\/i\u003e.\u003c\/p\u003e","brand":"Wiley-Blackwell","offers":[{"title":"Default Title","offer_id":47988952760549,"sku":"NP9781119229254","price":37.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781119229254.jpg?v=1761782187","url":"https:\/\/k12savings.com\/es\/products\/communication-in-times-of-trouble-isbn-9781119229254","provider":"K12savings","version":"1.0","type":"link"}