1 Crisis Communications Today2 Crisis Communications TheoryApologia TheoryImage Restoration TheoryDecision TheoryDiffusion TheoryExcellence Theory3 Communications To Prevent CrisesNews MediaInternal PublicsCustomers/Consumers 4 Communications When a Crisis StrikesCommunicating with the News MediaCommunicating with LawyersCommunicating with Internal PublicsCommunicating with External PublicsCommunicating Directly with the Masses 5 Social Media and Crisis Communications6. Rumors and Cybercrises7 "Textbook" Crisis Communications CasesCase: Johnson & Johnson and the Tylenol MurdersCase: Exxon and the Valdez Oil SpillExxon's Concern for AlaskaExxon's Animal Rescue CentersExxon's Success at Restoring Tourism8 Culture Crises: Foreign and DomesticCase: Saginaw Valley State University and the Theater ControversyCase: AIDS in AfricaUgandaBotswanaZambiaSouth AfricaZimbabweSwazilandCase: Texas A & M University and the Bonfire Tragedy9 Environmental CrisisCase: Haagen Dazs and the Honey Bees10 Natural DisastersCase: New Orleans and Hurricane Katrina11 Transportation CrisesCase: US Airways and the Emergency Landing on the HudsonCase: Holland America and Cruise Crises12 Product Failure and Product TamperingCase: Yuhan-Kimberly and Baby's Wet-WipesCase: Maple Leaf and the Battle Against ListeriaCase: Wendy's and the Finger-in-the-Chili Hoax13 Crises of Death and InjuryCase: Columbine High School and the Shooting TragedyCase: Metro Transit: Driver Shot, Bus Flies Over a Bridge14 Individuals In Crises15 The Crisis Communications PlanAppendix A: Generic Crisis Communications Plan for a Large CompanyAppendix B: Crisis Communications Plan for Seattle's Union Gospel MissionAppendix C: Crisis Communications Plan for a Fictitious Small Business

Presents case studies of organizational and individual problems that may become crises, and the communication responses to these situations. This title explores critical issues concerning how organizations, companies, and individuals communicate with the news media, employees, and consumers in times of crisis.