Includes bibliographical references and index.

Introducing crisis communication as a field of practice -- Situating crisis communication within the fields of public relations and management -- The stakeholder relationship management perspective on crisis communication -- The importance of managing complex and changing organizational environments -- From friends to frenemies -- mapping an organization's stakeholders -- Playing the blame game to classify crisis types -- Defining crisis capacity in a modern environment -- Building crisis capacity from the inside out -- The leadership challenge for organizations in crisis -- The missing link of stakeholder attitudes to understand crisis communication -- Issue-related attitudes influencing stakeholder reactions to crises -- Organization-related attitudes influencing stakeholder reactions to crises -- The realities of crisis response in multi-platform, multi-actor environments -- One size seldom fits all : a taxonomy of crisis response tactics -- Comparing theories of crisis response -- Strategically planning crisis response messages -- Agenda setting -- the intersection of multi-actor environments and media engagement during crises -- Learning their lessons? Crisis outcomes and crisis-driven organizational change -- Measuring behavioral outcomes to crises.

"Crises come in many shapes and sizes, including media blunders, social media activism, extortion, product tampering, security issues, natural disasters, accidents, or negligence - just to name a few. For organizations, crises are pervasive, challenging and catastrophic, as well as opportunities for organizations to thrive and emerge stronger. Despite the proliferation of research and books related to crisis communication, the voice that is often lost is that of the stakeholder. Yet, as both a public relations and management function, stakeholders are central to the success and failure of organizations responding to and managing crises in a cross-platform and global environment. This core textbook provides a comprehensive and research-driven introduction to crisis communication, critical factors influencing crisis response, and what we know about predicting stakeholder responses to crises. Incorporated in each chapter are global case studies, ethical challenges and practitioner considerations. Online resources include an extensive set of multi-media materials ranging from podcast mini-lectures to in-class exercises, and simulation-based activities for skills development. Demonstrating the connection between theory, decision-making, and strategy development in a crisis context, this is a vital text for advanced undergraduate and postgraduate students of Communications, Public Relations, Marketing and Strategic Management"--Publisher's description.

Audra Diers-Lawson is a Senior Lecturer at Leeds Beckett University, United Kingdom. She serves as chair of the Crisis Communication Division of the European Communication Research and Education Association (ECREA) and sits on several journal editorial boards with recent publications on topics like consumer trust, intercultural crisis communication, crisis atonement, whistleblowing, and stakeholder anger at organizations in crisis.

Description based on online resource; title from resource home page (Taylor & Francis, viewed February 23, 2020).

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