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The Four Stages of Highly Effective Crisis Management How to Manage the Media in the Digital Age 1st Edition by Jane Jordan Meier 9781439853733 1439853738

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The Four Stages of Highly Effective Crisis Management How to Manage the Media in the Digital Age 1st Edition Jane Jordan-Meier Digital Instant Download

Author(s): Jane Jordan-Meier
ISBN(s): 9781439853733, 1439853738
Edition: 1
File Details: PDF, 2.18 MB
Year: 2011
Language: english
SKU: EB-4741116 Categories: , Tag:

The Four Stages of Highly Effective Crisis Management How to Manage the Media in the Digital Age 1st Edition by Jane Jordan Meier – Ebook PDF Instant Download/Delivery: 9781439853733, 1439853738

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Product details:

ISBN 10: 1439853738

ISBN 13: 9781439853733

Author: Jane Jordan-Meier

From the Japanese tsunami and the Egyptian revolution to the Haitian earthquake and the Australian floods, social media has proven its power to unite, coalesce, support, champion, and save lives. Presenting cutting-edge media communication solutions, The Four Stages of Highly Effective Crisis Management explains how to choose the appropriate language and media outlet to properly convey your message during and after a crisis.

Unveiling the secrets of how to manage the media in a crisis, the book examines how rapidly evolving social media and Web 2.0 technologies have changed the crisis management landscape. It illustrates the four distinct stages of media reporting during a crisis and details the information that must be provided. The author provides readers with a wealth of helpful tips and tools―including guidelines, checklists, and case studies that illustrate best practices in crisis media management. Divided into five sections, the book:

  • Examines how the kingdom of news has changed and considers the new hybrid model that is emerging
  • Identifies the four distinct stages in which both old and new media report a crisis
  • Addresses the use of spokespeople according to the four stages, as well as when to use the chief executive officer
  • Discusses media interviews, including how to handle news conferences, bloggers, and the importance of media training
  • Considers the communication aspects of crisis management―including how to harness the power of Facebook, Twitter, YouTube, Digg, Wikipedia, Flickr, and social media releases

The book’s resource-rich appendices include a checklist for briefing a spokesperson, sample media release, a step-by-step flowchart for creating a crisis communication plan, and social media policy guidelines. Complete with a detailed guide on what tools to use and when to use them, this book provides the techniques and understanding required to communicate effectively and avoid any potential bad press and embarrassment that could result from information mismanagement.

Table of contents:

Section I: Media, Crisis, and New Reporting Tools
Chapter 1: What Is a Crisis?
Chapter 2: Unfolding Crisis
Chapter 3: Crisis is Triggered
Chapter 4: A Crisis Stops the Show
Chapter 5: Case in Point: Virginia Tech
Chapter 6: The Role of Media in a Crisis
Chapter 7: Social, Interactive, and Everywhere All the Time
Chapter 8: Today’s News from Multiple Platforms
Chapter 9: Old Media Play a Role in the Social Media Revolution: Social or Leave
Chapter 10: Power to the People: The Rise of Hyperlocal News
Chapter 11: Mainstream Media Are Still a Factor
Chapter 12: Social Media’s Role in Crisis
Chapter 13: Media Ethics? What Drives Traditional Media Behavior
Chapter 14: Twitter: Is It a Fad or the “8 Bazillion Pound Gorilla”?
Chapter 15: Overview
Chapter 16: Background
Chapter 17: Pointless Babble: A Critic’s Take
Chapter 18: Saving Lives, Saving Reputations
Chapter 19: Breaking News: Twitter and the Media
Chapter 20: The Power of 140 Characters
Chapter 21: Rules of Engagement
Chapter 22: Section I Summary

Section II: Stages of a Crisis
Chapter 23: Stage One—Fact-Finding Stage
Chapter 24: Stage One Characteristics
Chapter 25: Beware the ST Factor; Remember the Context
Chapter 26: Remember the Context
Chapter 27: Stage Two—The Unfolding Drama
Chapter 28: Stage Two Characteristics
Chapter 29: Stage Three—Finger-Pointing Stage = Blame Game
Chapter 30: Stage Three Characteristics
Chapter 31: Stage Four—Resolution and Fallout
Chapter 32: Stage Four Characteristics
Chapter 33: Section II Summary

Section III: Spokespeople—Speed Matters and Perception Is Everything
Chapter 34: Who?
Chapter 35: Golden Rules
Chapter 36: Communication Style
Chapter 37: To Chief Executive Officer or Not?
Chapter 38: To CEO or Not?
Chapter 39: CEOs and Social Media
Chapter 40: Spokespeople and Social Media
Chapter 41: Head and Heart
Chapter 42: Role of the Frontline
Chapter 43: Guidelines Please!
Chapter 44: Training Please!
Chapter 45: Summary
Chapter 46: Policy Guidelines for Social Media
Chapter 47: Can You Facebook at Work? Policy First Defense Against Risk
Chapter 48: Guide—Don’t Stop—Social Media Use
Chapter 49: Section Summary

Section IV: Media Interviews—Rules of Engagement in a Crisis
Chapter 50: Understanding Journalists’ Questions
Chapter 51: Techniques to Get Your Message Across
Chapter 52: Bridging Technique
Chapter 53: When You Do Not Know the Answer
Chapter 54: Getting Behind the Question
Chapter 55: Question the Questioner
Chapter 56: Give-and-Take in an Interview
Chapter 57: Dealing with Difficult Questions
Chapter 58: Q = Hypothetical, Loaded, Leading, Either/Or, Closed, Multiple, Guarantee, Question from Hell
Chapter 59: Handling Silence
Chapter 60: Handling Interruptions
Chapter 61: Never Repeat the Poison; Avoid Negative Language
Chapter 62: How the New Media Are Changing the Rules for Interviews
Chapter 63: Crowdsourcing
Chapter 64: Limiting Direct Access to Mainstream Media
Chapter 65: E-mail and Blogs
Chapter 66: Lights, Camera, Action—The Interview
Chapter 67: Before the Interview: Know Your Audience, Key Message, Practice, Media, Dress
Chapter 68: During the Interview
Chapter 69: After the Interview
Chapter 70: Television Interviews: Dress for the Part
Chapter 71: Face-to-Face Interviews: Animation and Gestures
Chapter 72: Sound Good: Speak in Stand-Alone, Whole Sentences
Chapter 73: Phone Interviews
Chapter 74: Radio Interviews
Chapter 75: Print Interviews
Chapter 76: E-mail and Twitter Interviews
Chapter 77: Dealing with Bloggers
Chapter 78: News Conference: Managing a News Conference
Chapter 79: Media Training: Who, Stage One–Four, Group or Individual, How Often, How Much
Chapter 80: Section IV Summary

Section V: Communication—Rules and Tools
Chapter 81: Why Communicate in a Crisis?
Chapter 82: Key Questions
Chapter 83: What to Communicate?
Chapter 84: Standby Statement
Chapter 85: To Apologize or Not—The Role of the Apology in a Crisis
Chapter 86: Language in a Crisis—Positive Language, Fall in Love with “We,” No Toxic Language
Chapter 87: How to Get Your Message Across
Chapter 88: Where? New Media Tools: Web, Twitter, Media Relations, Protect Your Brand, Hash Tags (#), Facebook, Facebook Dark Groups, Univision, Video, Blogging, LinkedIn, Digg, Flickr, Wikipedia, Social Media Release, Social Media Newsroom, Social Media War Room
Chapter 89: What Tool to Choose When?
Chapter 90: Integrate Social Media into Planning
Chapter 91: Monitoring: Your Best Defense in a Crisis
Chapter 92: Section V Summary

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Tags: Jane Jordan Meier, Stages, Highl, Effective, Crisis