Prepare your organization for a crisis—before it strikes. The third edition of Crisis Management and Communication contains all the tools you’ll need to manage and communicate effectively during a crisis. This practical, how-to manual has been updated with new examples, case studies and templates, and includes a discussion of social media in crisis communication.
Nothing can be more depressing, saddening, challenging or exhilarating than a crisis. Crises challenge every whit of your intellectual acumen and behavioral competence.
Some of you open this manual with years of crisis survival on your résumé. Congratulations on your good work. We hope you may find an extra nugget or two here to enhance your abilities to successfully manage a crisis.
Some of you open this manual with no experience in helping to manage an organization through a crisis. Congratulations on your good luck! But just in case that luck runs out, may you find the words, examples, and case studies informative and useful.
There are some terms you need to understand and be able to differentiate. “Crisis team” usually refers to the overall crisis management team, which should be made up of people with skill sets and backgrounds such as legal, HR, communication, operations, health and safety, etc. Within the crisis team, there should be a “crisis communication team,” working with and supporting the crisis management effort. The primary purpose of the crisis communication team is to communicate with key audiences what has occurred, what the organization is doing about it, the ways in which members of the audiences can assist, etc.
Other terms that are commonly used include business continuity plan (BCP), business recovery plan (BRP), emergency operations plans (EOP), business operations plan (BOP), incident command
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