Crisis Management By Apology
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Crisis Management By Apology
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Author : Keith Michael Hearit
language : en
Publisher: Routledge
Release Date : 2006-04-21
Crisis Management By Apology written by Keith Michael Hearit and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-04-21 with Business & Economics categories.
This volume examines the role of apologia and apology in response to public attack. Author Keith Michael Hearit provides an introduction to these common components of public life, and considers a diverse list of subjects, from public figures and individuals to corporations and institutions. He explores the motivations and rationales behind apologies, and considers the ethics and legal liabilities of these actions. Hearit provides case studies throughout the volume, with many familiar examples from recent events in the United States, as well as an international apology-making case from Japan. The broad-perspective approach of this volume makes the content relevant and appealing to practitioners and scholars in public relations, business communications, and management. It is a valuable text for courses that take a discursive approach to public relations, and it also appeals to readers in business management, examining apology as a response strategy to corporate crises.
Testing The Effects Of Apology And Compassion Response In Product Harm Crises In Situational Crisis Communication Theory
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Author : Ying-Hsuan Lin
language : en
Publisher:
Release Date : 2007
Testing The Effects Of Apology And Compassion Response In Product Harm Crises In Situational Crisis Communication Theory written by Ying-Hsuan Lin and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Apologizing categories.
Apology Not Accepted
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Author : Todd D. Harcek
language : en
Publisher:
Release Date : 2018
Apology Not Accepted written by Todd D. Harcek and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with Communication in crisis management categories.
This research builds upon the scholarship in crisis communication strategies and apologia employed by companies during a crisis. Within the expansive domain of crisis management, this work evaluates the media coverage and crisis communication strategies during three major oil spills: the Exxon Valdez, the American Trader, and the BP Gulf oil spill. The purpose of this study is to provide practitioners, researchers and others additional insight into the impact of media coverage on prior, current and future crises and how this coverage, coupled with the communication strategies of companies during a crisis, can influence public awareness or perception. Furthermore, this work examines how some crises are referenced over time and can be linked with other crises and that the public awareness of a crisis through continued or sustained media and scholarly references can exist well beyond the presumed resolution of a crisis. The study reveals that crises spread to others, can be overshadowed by other crises, and can result in an echo that lasts for years. This research expands on the work of Hearit (1994, 1995, 1999, 2006), Benoit (1995, 1997, 2004) and others by incorporating public statements by CEOs and executives into a holistic evaluation of the communication strategies present during crises. Specifically, this work contends that unscripted or spontaneous comments made by top executives often contradict or undermine prepared, planned crisis communication strategies implemented by a company during a crisis and can influence media coverage, narratives of the event, and public perception. As such, additional categories were identified to encapsulate the expanded variations of rhetoric and strategies often displayed during a crisis. I conclude that scholars and practitioners need to continue to expand the crisis domain through the use of interdisciplinary evaluation approaches with a continued emphasis and focus on the importance communication plays in the perceived success or failure of a company's management of a crisis.
Handbook Of Risk And Crisis Communication
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Author : Robert L. Heath
language : en
Publisher: Routledge
Release Date : 2020-10-28
Handbook Of Risk And Crisis Communication written by Robert L. Heath and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-28 with Business & Economics categories.
The Handbook of Risk and Crisis Communication explores the scope and purpose of risk, and its counterpart, crisis, to facilitate the understanding of these issues from conceptual and strategic perspectives. Recognizing that risk is a central feature of our daily lives, found in relationships, organizations, governments, the environment, and a wide variety of interactions, contributors to this volume explore such questions as "What is likely to happen, to whom, and with what consequences?" "To what extent can science and vigilance prevent or mitigate negative outcomes?" and "What obligation do some segments of local, national, and global populations have to help other segments manage risks?", shedding light on the issues in the quest for definitive answers. The Handbook offers a broad approach to the study of risk and crisis as joint concerns. Chapters explore the reach of crisis and risk communication, define and examine key constructs, and parse the contexts of these vital areas. As a whole, the volume presents a comprehensive array of studies that highlight the standard principles and theories on both topics, serving as the largest effort to date focused on engaging risk communication discussions in a comprehensive manner. Now available in paperback, the Handbook of Risk and Crisis Communication can be readily used in graduate coursework and individual research programs. With perspectives from psychology, sociology, anthropology, political science, economics, and communication, the Handbook provides vital insights for all disciplines studying risk, and is required reading for scholars and researchers investigating risk and crisis in various contexts.
The Apology Impulse
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Author : Cary Cooper
language : en
Publisher: Kogan Page Publishers
Release Date : 2019-10-03
The Apology Impulse written by Cary Cooper and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-03 with Business & Economics categories.
WINNER: American Book Fest Best Book Award 2020 - Communications/Public Relations WINNER: NYC Big Book Award 2020 - Marketing and Public Relations Saying sorry is in crisis. On one hand there are anxious PR aficionados and social media teams dishing out apologies with alarming frequency. On the other there are people and organizations who have done truly terrible things issuing much-delayed statements of mild regret. We have become addicted to apologies but immune from saying sorry. In January 2018 there were 35 public apologies from high-profile organizations and individuals. That's more than one per day. Between them, in 2017, the likes of Facebook, Mercedes Benz and United Airlines issued over 2,000 words of apologies for their transgressions. Alarmingly, the word 'sorry' didn't appear once. This perfectly timed book examines the psychology, motivations and even the economic rationale of giving an apology in the age of outrage culture and on-demand contrition. It reveals the tricks and techniques we all use to evade, reframe and divert from what we did and demonstrates how professionals do it best. Providing lessons for businesses and organizations, you'll find out how to give meaningful apologies and know when to say sorry, or not say it at all. The Apology Impulse is the perfect playbook for anyone - from social media executive through to online influencers and CEOs - who apologise way too much and say sorry far too infrequently.
Crisis Counsel
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Author : Tony Jacques, Ph.D.
language : en
Publisher: Rothstein Publishing
Release Date : 2020-07-20
Crisis Counsel written by Tony Jacques, Ph.D. and has been published by Rothstein Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-07-20 with Business & Economics categories.
Crisis Counsel: Navigating Legal and Communication Conflict, by Tony Jaques, Ph.D. is a new book by Rothstein Publishing. This book is designed to provide hands-on, practical guidance for senior executives, lawyers and public relations professionals to navigate crises and to balance conflicting advice from lawyers and communication professionals while promoting open communication and protecting legal liability. The book will help you to: * Balance reputation protection and legal obligation during a crisis. * Know why and how to apologize without increasing liability. * Weigh legal and communications advice when a crisis strikes. * Learn from original research which lets lawyers and communicators speak in their own words. * Draw practical everyday lessons from real-world examples of conflict between lawyers and communicators. * Navigate the legal and communication challenges of dealing with the media in a crisis. * Motivate lawyers and communicators to work better together. * Identify and avoid crucial areas of potential conflict from selected crisis case studies. * Understand the essential difference between corporate responsibility and legal liability. * Make decisions and do the right thing to protect your organization. The book includes a wide variety of global case studies and examples while analyzing how legal and communications advice was managed and the impact on reputation. Crisis Counsel also includes interviews with four of the leading global experts on crisis management and the conclusions of a focused, unique global survey of senior lawyers.
The Handbook Of Crisis Communication
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Author : W. Timothy Coombs
language : en
Publisher: John Wiley & Sons
Release Date : 2012-01-10
The Handbook Of Crisis Communication written by W. Timothy Coombs and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-01-10 with Language Arts & Disciplines categories.
Written as a tool for both researchers and communication managers, the Handbook of Crisis Communication is a comprehensive examination of the latest research, methods, and critical issues in crisis communication. Includes in-depth analyses of well-known case studies in crisis communication, from terrorist attacks to Hurricane Katrina Explores the key emerging areas of new technology and global crisis communication Provides a starting point for developing crisis communication as a distinctive field research rather than as a sub-discipline of public relations or corporate communication
We Re Sorry But It S Not Our Fault
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Author : Joshua Bentley
language : en
Publisher:
Release Date : 2018
We Re Sorry But It S Not Our Fault written by Joshua Bentley and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with categories.
Crisis management theories encourage organizations to use different response strategies depending on how much responsibility for the crisis stakeholders attribute to organizations. However, theory has not fully addressed what organizations ought to say when responsibility for the crisis is ambiguous, as in a data breach crisis. This study uses a content analysis to (i) examine what organizations say in response to data breaches and (ii) compare what organizations say after data breaches with what organizations say when they are clearly responsible. The findings suggest that organizations are more likely to acknowledge responsibility and show empathy when they are clearly to blame, but are more likely to invite contact and advise stakeholders how to protect themselves in data breach situations.
The Handbook Of Organizational Rhetoric And Communication
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Author : Oyvind Ihlen
language : en
Publisher: John Wiley & Sons
Release Date : 2018-08-14
The Handbook Of Organizational Rhetoric And Communication written by Oyvind Ihlen and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-08-14 with Language Arts & Disciplines categories.
A one-stop source for scholars and advanced students who want to get the latest and best overview and discussion of how organizations use rhetoric While the disciplinary study of rhetoric is alive and well, there has been curiously little specific interest in the rhetoric of organizations. This book seeks to remedy that omission. It presents a research collection created by the insights of leading scholars on rhetoric and organizations while discussing state-of-the-art insights from disciplines that have and will continue to use rhetoric. Beginning with an introduction to the topic, The Handbook of Organizational Rhetoric and Communication offers coverage of the foundations and macro-contexts of rhetoric—as well as its use in organizational communication, public relations, marketing, management and organization theory. It then looks at intellectual and moral foundations without which rhetoric could not have occurred, discussing key concepts in rhetorical theory. The book then goes on to analyze the processes of rhetoric and the challenges and strategies involved. A section is also devoted to discussing rhetorical areas or genres—namely contextual application of rhetoric and the challenges that arise, such as strategic issues for management and corporate social responsibility. The final part seeks to answer questions about the book’s contribution to the understanding of organizational rhetoric. It also examines what perspectives are lacking, and what the future might hold for the study of organizational rhetoric. Examines the advantages and perils of organizations that seek to project their voices in order to shape society to their benefits Contains chapters working in the tradition of rhetorical criticism that ask whether organizations’ rhetorical strategies have fulfilled their organizational and societal value Discusses the importance of obvious, traditional, nuanced, and critically valued strategies such as rhetorical interaction in ways that benefit discourse Explores the potential, risks, paradoxes, and requirements of engagement Reflects the views of a team of scholars from across the globe Features contributions from organization-centered fields such as organizational communication, public relations, marketing, management, and organization theory The Handbook of Organizational Rhetoric and Communication will be an ideal resource for advanced undergraduate students, graduate students, and scholars studying organizational communications, public relations, management, and rhetoric.
Lukaszewski On Crisis Communication
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Author : James Lukaszewski
language : en
Publisher: Rothstein Publishing
Release Date : 2015-04-03
Lukaszewski On Crisis Communication written by James Lukaszewski and has been published by Rothstein Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-04-03 with Business & Economics categories.
Masterwork on Crisis Communication and Reputation Risk Selected as One of "30 Best Business Books of 2013" Jim Lukaszewski -- nationally recognized PR expert, executive coach, often called America's Crisis Guru, and noted by Corporate Legal Times as one of "28 experts to call when all hell breaks loose" -- advises exactly what to do, what to say, when to say it, and when to do it, while the whole world is watching.The book is endorsed by the Business Continuity Institute. In this industry-defining book on crisis management and leadership recovery, Lukaszewski jump-starts the discussion by clearly differentiating a crisis from other business interruptions and introduces a concept rarely dealt with in crisis communication and operational response planning: managing the victim dimension of crisis. Delivered in his straight-talking style and backed with compelling case studies, Lukaszewski On Crisis Communication is your guide to preparing for a crisis and the explosive visibility that comes with it. Using case studies, examples and templates, he explains how to build a crisis management plan and how to put it into action in the real world of media scrutiny, social media, activists, and litigation. Lukaszewski distills four decades of experience into 10 chapters of field-tested how-to's, practical tools, tips, charts, checklists, forms, and templates and teaches you:How crises create victims;To avoid the toxicity of silence;To overcome the abusive, intrusive and coercive behavior of bloviators, bellyachers, back-bench bitchers, the media, activists and critics;To drive attorneys to settle instead of litigate;Apology is the atomic energy of empathy;Simple, sensible, sincere, constructive, positive techniques to reduce contention and to succeed!Chapter learning objectives; discussion questions; case studies; real-life examples; and glossary facilitate college and professional development classroom use.