Includes index.

Machine generated contents note: 1.The Importance of Crisis Management -- Types of Crises -- What Is a Stakeholder? -- How Crisis Management Can Benefit Your Business or Organization -- Crisis Management and Traditional Public Relations -- Similarities and Differences -- Crisis Management and the C-Suite -- Manager's Checklist for Chapter 1 -- 2.Crisis Prevention -- The Best Way to Manage a Crisis Is to Prevent It -- The Best Way to Prevent a Crisis Is to Anticipate -- Typical Audit Questions -- How a Vulnerability Audit Is Conducted -- Do-It-Yourself Audits -- A Case History: Audit Benefits -- Manager's Checklist for Chapter 2 -- 3.Crisis Planning -- Crisis Plan Essentials -- Anticipate Crises -- Don't Go Plan Crazy -- Evaluating Your Existing Crisis Plan -- 10 Questions -- "It Can't Happen to Me" -- Manager's Checklist for Chapter 3 -- 4.Crisis Training -- What Good Is a Plan Nobody Knows About? -- Types of Training -- Media Training -- What You Learn from Media Training -- What Makes a Good Spokesperson? -- Don't Go It Alone -- Media Training the Untrainable -- Manager's Checklist for Chapter 4 -- 5.Crisis Drills -- How Drills Help -- Types of Crisis Drills -- Drills and the Media -- Methods of Practice -- Manager's Checklist for Chapter 5 -- 6.Crisis Response -- The Five Tenets of Crisis Communications -- External Communications -- The Media -- External Communications -- Beyond the Media -- The Forgotten Stakeholders -- Internal Communication -- Manager's Checklist for 6 -- 7.Crisis Messaging -- Messaging -- General Guidelines -- Messaging -- Specific Guidelines -- Manager's Checklist for Chapter 7 -- 8.Crisis Recovery -- Step One Determine the Damage -- Step Two Conduct a Post-Crisis Analysis -- Step Three Do a Vulnerability Audit -- Manager's Checklist for Chapter 8 -- 9.Online Reputation Management -- The Impact of the Internet -- The I-Reporter -- Born of the Web -- Other Sources of Online Threats -- ORM Terms -- Who You Gonna Call? -- Examples of Online Reputation Threats -- Online Reputation Management -- The Strategic Side -- Safeguards -- Dealing with Internet Critics -- Education and Reorientation -- The Role of SEO in Online Reputation Management -- Manager's Checklist for Chapter 9 -- 10.Crisis Management and the Law -- Integrating Crisis Management and Legal Strategy -- Common Ground in the Legal vs. Crisis Management Debate -- Trial by Media -- An Attorney's Worst Nightmare -- Educating the Jury Pool -- Manager's Checklist for 10 -- 11.Crisis Management and the Publicly Owned Company -- The Communications Pros and Cons of Public Companies -- How a Public Company Should Respond to a Crisis -- How the Board Can Help ... or Hurt -- The Danger of Ignoring Threats -- Mergers and Acquisitions -- On the Positive Side -- Manager's Checklist for Chapter 11 -- 12.Cultural Issues in Crisis Management -- The Reason? Your Stakeholders -- How to Manage a Crisis with Multicultural Stakeholders -- Manager's Checklist for Chapter 12 -- 13.Crisis Management Tools -- Connectivity and Accessibility -- Staying Online -- Okay, You're Online ... Now What? -- As to Social Media ... -- The In-Person Approach -- A Tool Not to Be Forgotten -- Emergency Preparedness Checklist for Small Businesses -- Manager's Checklist for Chapter 13 -- 14.Crisis Management Consultants -- How Do Crisis Management Consultants Operate? -- Hiring a Crisis Management Consultant -- Hiring a Web Consultant -- Contracting with a Crisis Communications Consultant -- Working with a Consultant -- Manager's Checklist for Chapter 14 -- 15.Special Crisis Management Risks -- When You're Targeted by the Media -- Keeping the Media Out of the Trash -- Handling the Ambush Interview -- When You're Targeted by Activists -- When You're Targeted by an Official Investigation -- Manager's Checklist for Chapter 15 -- 16.Moral Imperatives and the Future of Crisis Management -- The Future of Crisis Management -- Where Do You Fit In? -- Manager's Checklist for Chapter 16.