Student Workbook to Accompany Crisis Communications

Kathleen Fearn-Banks is a professor in the Department of Communication at the University of Washington (Seattle) and a crisis communications advisor.

• Table of Contents1 Crisis Communications Today What is a Crisis and What is Crisis Communications?The Five Stages of a Crisis Public Opinion Mini-Case: White Star Line’s Titanic Sinks 2 Crisis Communications Theory Apologia Theory Image Restoration TheoryDecision Theory Diffusion TheoryExcellence Theory The Five W’s of Public Apology –Businesses and Celebrities3 Communications to Prevent Crises The News Media Internal Publics Customers/Consumers Preventing Multicultural Crises4 Communications When the Crisis Strikes Communicating with the News Media 34Communicating with Lawyers 44Communicating with Internal Publics 47Communicating with External Publics 49Communicating Directly with the Masses 505 Social Media and Crisis CommunicationsSocial Media in Strategic Organizational CommunicationMini-Case Studies in Social Media CrisesSocial Media Etiquette for Organizations and Individuals to Prevent CrisesOnline Communities and Crisis Communities6 "Textbook" Crises Case: Johnson & Johnson and the Tylenol Murders Case: Exxon and the Valdez Oil Spill 7 Culture Crises --DomesticCase: Saginaw Valley State University and the Theater Controversy Case: Texas A&M University and the Bonfire Tragedy Case: Police Departments and Community Trust8 Culture Crises: Foreign and International Case: AIDS in Africa Case: Ebola Strikes Liberia: Firestone Strikes EbolaCase: Nut Rage and Korean Airlines 9 Environmental Crisis Case: Häagen-Dazs and Honey Bees 10 Natural Disasters Case: Hurricane Katrina and New Orleans Case: The Oso Mudslide in Washington11 Transportation Crises Case: Holland America Line and Cruise Crises Case: US Airways and the Emergency Landing in the Hudson 12 Product Failure and Product Tampering Case: Yuhan-Kimberly and Baby Wet Wipes Case: Maple Leaf Foods and the Battle against Listeria Case: Wendy’s and the Finger-in-the-Chili Hoax Mini-Case: Domino’s Pizza 13 Death and Injury Case: Columbine High School and the Shooting Tragedy Case: School Shootings: Communication To and For Children14 The Crisis Communications Plan Crisis Inventory Developing the Crisis Communications Plan