Preface -- Part I : Mastering the basics. The importance of public relations : Case: UPS faces losses in Teamster's union strike ; What is public relations? ; Models and approaches to public relations ; Public relations as a management function -- Part II : Organizations and processes. Organizational factors contributing to excellent public relations ; How public relations contributes to organizational effectiveness ; Identifying and prioritizing stakeholders and publics ; Public relations research: the key to strategy ; The public relations process: RACE -- Part III : The practice and best practices. The practice of public relations ; Ethics, leadership and counseling roles, and moral analyses ; Best practices for excellence in public relations -- Notes -- References -- Index.