Communicating out of a Crisis

JOSEPH L. BADARACCO JR. John Shad Professor of Business Ethics at Harvard Business SchoolCOLIN DOEG a former journalist, is a public relations consultantCOLIN D. DUNCAN Director of Public Affairs, British Nuclear Fuels plc, UKCHRISTOPHER FLINT Group Security Adviser, Cadbury Schweppes plc.KATE GRAHAM handled the PR response to the Piper Alpha disaster and now provides consultancy and management training in media response and lectures widely in crisis management MATTHEW J. HARRINGTON Executive Vice President/General Manager of a leading international PR company, Edelman Worldwide based in San Francisco, USAJOHN D. NOULTON Public Affairs Director, EurotunnelJEFF SIMMS journalist with a design, marketing and publishing agency Picquet Communications, UKJONATHAN STREET is Managing Director of Jonathan Street Public Relations, UKTIM TAYLOR is a solicitor and partner in Hill Taylor Dickinson with offices in the City of London, Piraeus, Dubai and Hong Kong with experience of several high profile disaster casesFRANCIS THOMAS is Group Media Relations Manager, The Boots Company plc, UKDr CHERYL TRAVERS lectures on organisational behaviour and human resource management at The Business School, Loughborough University, UKJERRY V. UNSEEM former Research Associate at Harvard and currently on the editorial staff of Inc. magazine

'With chapters and comprehensive case studies written by notable professionals in the field, (such as Christopher Flint, Group Security Advisor for Cadbury Schweppes plc), this book is an absorbing and proficient read.' - Security Management and Industry Today 'A comprehensive but highly practical guide to all aspects of preparing for and dealing with a threatening crisis or issue...this thorough, easy read is packed with sound advice and rounded off with six in-depth case studies.' - Communique, Magazine of the International Association of Business Communicators 'Required reading, particularly for those who are putting together an emergency response plan.' - IPR 'Bland debunks the traditional notion that crises are best handled acording to a set of rigid proceedures.' - PR Week

• Introduction Definition - 'I Have a Crisis Every Day' The Nature of Crisis Preparing for Crisis What to Do When it Happens Handling the Media How to Work with Lawyers; T.Taylor Dealing with Pressure Groups; C.Duncan The Role of the Internet; J.L. Badaracco Jr & J.V. Unseem Preventing the Crisis in the First Place; C.Flint Organising a Product Recall; C.Doeg Organising a Simulation; K.Graham Handling the Stress; C.Travers Group Behaviour in a Crisis - Symptoms and Cures Training the Team Managing Issues Case Studies: The Stena Challenger Grounding; J.Simms Odwalla Apple Juice; M.L. Harrington The Pepsi Syringes; C.Doeg The Aftermath of Multiple Murder; J.Street The 'Cot Death Poisonings': F.Thomas The Eurotunnel Fire; J.D. Noulton Appendix: Crisis Checklists