Crisis Communication Strategies: How to Prepare in Advance, Respond Effectively, and Recover in Full

  • 3h 41m
  • Amanda Coleman
  • Kogan Page
  • 2020

Crisis communication is high stakes work. For communications managers and PR professionals, it's likely to be the most stressful time of their working life.

Crisis Communication Strategies is a must-have handbook which covers the whole span of the crisis from preparing and laying the groundwork before it occurs, during the incident, and the aftermath, including the move to recovery. It guides readers through each phase, providing details of what to consider, what should be done, and tips and checklists for improved responses.

Crisis Communication Strategies equips readers to deal with any kind of crisis - whether caused by internal error, customer action, natural disasters, terrorism or political upheaval. Supported by case studies and examples from responses to events including the 2011 Norway terror attacks, the 2018 British Airways data breach, the 2017 Pepsi advert and the 2005 Hurricane Katrina New Orleans floods, the book explores the role of leadership in a crisis and developing a crisis communication response that has people at the heart of it. Crisis Communication Strategies is the essential guide for PR and communication professionals to protecting your company and building true, long-term resilience.

About the Author

Amanda Coleman is a crisis communication consultant and a fellow of both the Chartered Institute of Public Relations and The Public Relations and Communications Association (PRCA). With 20 years' experience working in emergency services communication, she is the former Head of Corporate Communications for Greater Manchester Police and has managed some significant crises including the Manchester Arena terrorist attack in 2017, riots in 2011, the murder of two police officers in 2012, and the death of the Chief Constable in 2008. Coleman is regularly asked to speak at conferences around the world, and has been involved in European studies of crisis communication, law enforcement and social media crisis usage. In 2019, she was the Chair of the PRCA Council.

In this Book

  • Are You Ready for a Crisis? Creating and Testing a Crisis Communication Plan
  • Recognizing a Crisis—What it is and How to Spot it
  • The Operational Response—The Approaches and How They Relate to Communications
  • Remembering the People—How Employees Should Come First
  • It's Tough at the Top—The Role of Leadership in a Crisis
  • The Impact on the Community—Managing the Consequences
  • It's OK to Not Be OK—Ensuring Support is in Place
  • Stepping on the Road to Recovery
  • So, What Happens Next?