Risk Issues and Crisis Management
Kogan Page Ltd (Verlag)
978-0-7494-4382-5 (ISBN)
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'Clearly written and sympathetic without taking sides, this book could really make a difference for your company if the unexpected happens.'
Marketing Business
The reputation of an organisation influences who we buy from, work for, supply to and invest in. Intangible assets, of which reputation forms an important part, account for well over 50 per cent of the value of the Fortune 500 and even more in the case of the FTSE 100. This third edition of Risk Issues and Crisis Management has been completely revised and aims to define reputation, explores how to value it and provides practical guidelines for effective reputation management.
This latest edition features new sections on the rise of the socially conscious consumer and the new non-government world order as well the growing imperative for corporate social responsibility. Featuring new case studies on the MMR vaccine, the Olympic Games, Coca-Cola's launch of Dasani water and Shell oil reserves, as well as issue management models from organisations such as Daimler-Chrysler, Dow Chemicals and Westpac, the book charts how rapidly the reputation management agenda moves and yet how slowly business learns.
Michael Regester and Judy Larkin draw on 30 years' experience advising corporations on what to do in anticipation of potential risk issues and how to cope in crisis situations. They run their own London-based consultancy, Regester Larkin.
PART 1 RISK ISSUES MANAGEMENT 1Outside-in thinking Who can we trust? Consumer power and the rise of a non-governmental order Case study: SHAC attack Dealing with risk Case study: MMR Handling the organizational approach The advocacy approach Public consultation - building dialogue into the communications process The rise of the precautionary principle Case study: phthalates in toys Case study: mobile phones and radiation Summary 2Issues management defined What is issues management? What about the sceptics? What is an issue? Who should practice issues management? What are the functions of issues management? Summary 3Planning an issues management programme - an issues management model Issue lifecycle Case study: Norplant Case study: Monsanto wrecked brand and lost opportunity Case study: the pill panic, a lesson in over-caution Case study: 'In the goo' industry failing to learn the lessons Case study: Intel The importance of early action Case study: 24 Olympic scandals where now for world's greatest sporting event? Summary 4 CSR: the new moral code for doing business Introduction The growing business imperative What constitutes good socially responsible corporate behaviour New business values CSR best practice policy development and management Summary 5An issue ignored is a crisis ensured Case study: decommissioning the Brent Spar - implications for a global industry Case study: mad cows and Englishmen - the story of BSE Case study: drug pricing in South Africa - the business perspective is not the only perspective Case study: CFCs - finding an essential breathing space Case study: Ford and Firestone - a management and communication failure 6Implementing an issues management programme Examples of issue management models and processes Summary PART 2 CRISIS MANAGEMENT 7So it hits the fan - now what? Case study: supersonic disaster Business crises Case study: Sayonara Citibank How the mighty fall Case study: Challenger space shuttle tragedy Case study: Piper Alpha catastrophe Case study: Paddington rail disaster CEOs are not infallible Case study: Marks & Spencer Case study: can you be sure of Shell? Product-related crises Case study: the Tylenol tale Case study: what took the fizz out of Perrier Case study: Coca-Cola Who will have a crisis? What kind of crisis will happen? Summary 8Perception is the reality A tale of three sorry tankers Summary 9The media in crisis situations How JAL and British Midland got it right Gaining media support Case study: Hillsborough The media as an ally Case study: Thomas Cook coach crash Case study: Inghams Austria coach crash Monitoring the media Summary 10The legal perspective Legal pitfalls when communicating in crisis Case study: Herald of Free Enterprise Case study: TotalFina and the Erika oil-spill disaster So what is the lawyer's role in a crisis? Compensation Ex-gratia payments Summary 11Planning for the unexpected Calm and positive thinking Deeds versus declarations Planning to manage the crisis Appointing the teams Communication hardware Crisis prevention Selecting team members Putting the plan in writing Testing everything Summary 12Crisis communications management Stena Challenger grounding Background information to seize the initiative Set up a press centre Managing the press conference Dealing with the television interview Coping with hundreds of telephone calls Responding to calls from relatives The news release Keeping employees informed Using your website The role of the emergency services When it is all over Summary
| Erscheint lt. Verlag | 3.4.2005 |
|---|---|
| Reihe/Serie | PR In Practice |
| Verlagsort | London |
| Sprache | englisch |
| Maße | 153 x 234 mm |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 0-7494-4382-0 / 0749443820 |
| ISBN-13 | 978-0-7494-4382-5 / 9780749443825 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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