Crisis communications : the definitive guide to managing the message - Fink, Steven; McGraw-Hill. (New York : McGraw-Hill Education, 2013)
Preface // You can't make this stuff up // Defining our terms // What BP should have said // Attitude adjustments // Toyota : on a slippery crisis communications slope with no brakes // Understanding your crisis // Shaping your crisis communications message // Spokespersons // Social media and digital communications or, truth/lies at the speed of light // Shakespeare was right : "The first thing we do, let's kill all the lawyers" // Protecting your brand // Telling the truth // Say it ain't so, Joe! : the Penn State crisis // Dealing with death : fatality communications // Crisis communications strategies // The good, the bad, the news media or, juggling chain saws // Senior management : your own worst enemy? // Take your own pulse, or, what were they thinking? // Internal crisis communications // External crisis communications // Reputation management and reservoirs of goodwill // Issues management // Crisis communications for publicly-traded companies // Crisis litigation // How to break bad news // The blame game // Crisis-induced stress // Making defensible decisions : crisis communications gold, decision-making under crisis-induced stress // Apologies : Shakespeare : still right after all these years // Crisis advertising : does it work? // Crisis communications plans // The failure of business schools // Speed is of the essence // Rising to the occasion.
Bibliografia, netografia strony 289-301. Indeks.
Tłumaczenie tytułu: Komunikacja kryzysowa - przewodnik przekazywania informacji.
Keywords: Public relations; Komunikacja kryzysowa; Podręcznik