RISK ISSUES
AND CRISIS MANAGEMENT

Michael Regester
and Judy Larkin
(0-7494-4382-0)

Paperback, 222 pages, 2005

US$ 32.50 plus shipping and handling

TABLE OF CONTENTS

PART 1 RISK ISSUES MANAGEMENT

1 Outside-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 response

  • 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

2 Issues management defined

  • What is issues management?

  • What about the sceptics?

  • What is an issue?

  • Who should practise issues management?

  • What are the functions of issues management?

  • Summary

3 Planning 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: 2004 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

5 An 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

6 Implementing an issues management programme

  • Examples of issue management models and processes

  • Summary

PART 2 CRISIS MANAGEMENT

7 So it hits the fan - now what?

  • Case study: supersonic disaster

  • Case study: the Asian tsunami and the travel industry

  • 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

  • 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

8 Perception is the reality

  • A tale of three sorry tankers

  • Case study: Exxon Valdez

  • Case study: Braer

  • Case study: Sea Empress in distress

  • Summary

9 The 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

10 The 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

11 Planning 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

12 Crisis communications management

  • Stena Challenger grounding

  • Background information to seize the initiative

  • Set up a press center

  • 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