Issue and Crisis Management eBook

Exploring Issues, Crises, Risk and Reputation

Tony Jaques

Issue and Crisis Management eBook

Exploring Issues, Crises, Risk and Reputation

Tony Jaques

ISBN:

9780195597042

Binding:

Ebook

Published:

30 Oct 2014

Availability:

Available

Series:

$79.95 AUD

$91.99 NZD

Add To Cart Add To Cart

Other options: Paperback $92.95 AUD $106.99 NZD

Request an inspection copy

Description

The intersection of issues and crises management with risk and reputation is one of the most dynamic and challenging areas of professional communication.

Written by one of Australia’s leading experts in issue and crisis management, this book introduces and examines each of these elements, and explores their relationship as an integrated model within the broader contexts of public relations, communication and management. It provides comprehensive analysis and discussion of theoretical perspectives and current field research, and introduces industry examples of best practice. Issue and Crisis Management equips students and practitioners with key knowledge and skills to manage the communication process within organisations, and inform strategic responses to issues and crises.

Key features

  • Case studies at the end of each chapter connect theory to practical examples from the Asia Pacific region
  • Discussion of the role and impact of social media usage is incorporated throughout
  • Key points, activities and discussion questions support student learning
  • Includes a fully-worked example of a detailed issue management plan.

Contents

1. Setting the Framework
What is an issue? 
What is issue management? 
What is a crisis? 
What is crisis management?
2. Issue Management - Development and Tools
The emerging theoretical framework 
The evolving discipline
Tools and processes
Impact of internet and social media
3. Issue Management – Identification and Prioritisation
Scanning and identification
Prioritisation
4. Issue Management – Planning
Remaining in reactive mode
Legal response syndrome
Ad hoc management
Unclear goals
The value of a planning model
Introducing an issue management model
Evaluation
Issue management best practice
5. Issue Management – Activism
Activism and the impact of technology
Activist strategies—prioritising effort
Activist strategies—defining the issue
Activist strategies—confrontation versus engagement
Activist tactics
Corporate response to activist campaigns
6. Crisis Management – Readiness and Response
Development of crisis management
Iconic crises
What is a crisis?
7. Crisis Management – Planning
Overcoming denial
Elements of the crisis plan
The qualities of an effective crisis spokesperson
Should the CEO go to the scene to take charge?
Learning from past crises
Conclusion
8. Crisis Management – International 
Crises spanning multiple nation states
Multinational organisational crises
Organisational crises across borders
The nature of multinationals
Recognising potential cross-border crises
Recognising cross-border crisis impact
Recognising cultural differences
9. Crisis Management – Disasters
Types of disasters
What about catastrophes?
Disaster management
Social media in disaster communication
10. Risk Management – Perception, Hazard and Outrage
Defining terms
The risk paradox
Social amplification of risk framework
Risk communication
11. Risk Management – Reputation
So why is good reputation important?
The reputation–reality gap 
Reputation, issues and crises
12. Leadership and the Future
Corporate social responsibility
Integration of systems
The role of leadership
Future trends
Appendix Issue Management Plan – A Fully Worked Example

Authors

Tony Jaques is an internationally recognised consultant and authority on issue and crisis management who lectures at RMIT and Swinburne University.

Sample Pages

Read a sample chapter from Issue and Crisis Management: