Machine generated contents note: The institutionalization of crisis management and crisis communication -- As an organizational practice -- Box 1 Professional associations -- As an academic discipline S -- Box 2 Crisis researchers -- Purpose of the book -- Structure of the book -- Target audiences -- Delimitation -- What is an organizational crisis? -- Crisis management and crisis communication -- one or two disciplines? -- Related disciplines -- Toward convergence? -- Introduction summary -- Further reading -- 1.Living in a Crisis Society -- Chapter overview -- Introduction -- Signs of a crisis society -- Case example 1.1 The MS Estonia disaster as a social icon -- Risk sociology -- The techno-scientific approach -- The psychological approach -- The organizational approach -- The politological approach -- The anthropological approach -- The sociological approach -- Ulrich Beck and the risk society -- Classical and reflexive modernization -- Case example 1.2 The swine flu pandemic and the risk society -- Old and new risks -- Michael Power and the risk organization -- An explanatory framework -- Reactions to the risk society -- Crisis management and crisis communication in private and public organizations -- Crisis consulting firms -- Crisis journalism -- Crises as a field of research -- Beyond the risk society? Criticisms and elaborations -- Chapter summary -- Further reading -- 2.What Is a Crisis? Definitions and Typologies -- Chapter overview -- Introduction -- Crisis definitions -- Box 2.1 What is a definition? -- Box 2.2 Crisis perception -- New concepts of crisis -- Double crisis -- The crisis after the crisis -- Crisis by association -- Multi-crisis -- Paracrisis -- Crisis typologies -- Case example 2.1 Lists and clusters of crisis types in crisis management plans -- Box 2.3 What is a typology? -- The standard crisis portfolio model -- The extended crisis portfolio model -- Crisis intensity -- Crisis dynamics -- Crisis interpretations -- Case study 2.1 The crisis portfolio model of FrieslandCampina -- Chapter summary -- Further reading -- 3.Crisis Management (I): General Perspectives -- From Anticipation to Resilience -- Chapter overview -- Introduction -- What is crisis management? -- Box 3.1 Crisis management or crisis leadership? -- General perspectives on crisis management -- The tactical, reactive, and event-oriented perspective -- The strategic, proactive, and process-oriented perspective -- Box 3.2 Image, reputation, status, and legitimacy -- New trends in crisis management -- Box 3.3 Mindful crisis management -- The debate on anticipation vs. resilience -- Organizational improvisation -- Case study 3.1 DEMA's comprehensive preparedness planning -- Chapter summary -- Further reading -- 4.Crisis Management (II): Staged Approaches -- Before, During, and After Crisis -- Chapter overview -- Introduction -- The pre-crisis stage -- Signal detection -- Box 4.1 Ten principles of signal detection -- Risk management -- Issues management -- Stakeholder management -- From prevention to preparation -- Crisis management team (CMT) -- Crisis management plan (CMP) -- The crisis stage -- Decision making in crisis situations -- Crisis communication plan -- The post-crisis stage -- Evaluation of the crisis management process -- Organizational learning -- Crisis simulations -- Criticisms of staged approaches -- Chapter summary -- Further reading -- 5.Crisis Communication (I): Rhetorical and Text-oriented Approaches -- Chapter overview -- Introduction -- What is crisis communication? -- Box 5.1 Anti-handbook of media failure -- Crisis communication research: an overview -- Box 5.2 What is (a) theory? -- The rhetorical and text-oriented research tradition -- Image repair theory (IRT) -- Sources of inspiration -- Basic assumptions -- Theory (1): Image repair theory -- Theory (2): Persuasive attacks -- Further developments and criticisms -- Terminological control theory (TCT) -- Sources of inspiration -- Basic assumptions -- Theory (1): Terminological control theory -- Theory (2): Apologetic ethics -- Further developments and criticisms -- Chapter summary -- Further reading -- 6.Crisis Communication (II): Strategic and Context-oriented Approaches -- Chapter overview -- Introduction -- The strategic and context-oriented research tradition -- Box 6.1 Methodological controversies -- Situational crisis communication theory (SCCT) -- Sources of inspiration -- Basic assumptions -- Theory: Situational crisis communication theory -- Further developments and criticisms -- Contingency theory (CT) -- Sources of inspiration -- Box 6.2 Best practices in crisis communication -- Basic assumptions -- Theory (1): Contingency theory -- Theory (2): The factor-position-strategy model -- Further developments and criticisms -- Case study 6.1 Scandinavian Airlines and the Dash 8 Q400 crisis (2007) -- Alternative theories and emerging research themes -- Chapter summary -- Further reading -- 7.Crisis Communication Across Cultures -- Chapter overview -- Introduction -- Box 7.1 Host crisis versus global crisis -- Defining culture -- Approaches to the study of culture -- The functionalist approach -- Applying the functionalist approach: the Coca-Cola crisis of 1999 -- Box 7.2 Transboundary crises -- The interpretive or symbolic approach -- Applying the interpretive or symbolic approach: the Coca-Cola crisis of 1999 -- Culture, crisis management, and crisis communication -- National culture, crisis management, and crisis communication -- Box 7.3 How do communication professionals handle the cultural aspects of crises? -- Box 7.4 Challenges to intercultural crisis management and crisis communication -- Organizational culture, crisis management and crisis communication -- Case study 7.1 The giraffe Marius and Copenhagen Zoo -- Chapter summary -- Further reading -- 8.The Rhetorical Arena: A New Theoretical Framework -- Chapter overview -- Introduction -- Evaluation of previous crisis communication research -- Rhetorical arena theory: developing a multivocal approach -- What rhetorical arena theory is not -- What rhetorical arena theory is -- Box 8.1 An approach to voices -- power or complexity? -- Sources of inspiration -- A social science approach to complexity -- Box 8.2 Characteristics of complex systems -- Arena theory -- Communication theory -- The arena model -- The macro component: patterns of interaction -- Some examples -- The micro component: parameters of mediation -- Context -- Media -- Genre -- Case example 8.1 Tiger Woods' apology -- Text -- Case study 8.1 Volkswagen and the Dieselgate scandal -- Chapter summary -- Further reading -- 9.Consumers and Citizens: Emotions and Social Media -- Chapter overview -- Introduction -- Consumers as citizens/citizens as consumers? -- Case example 9.1 Citizens, activists, and hostage crisis -- Do I like this organization? A theory of social approval -- Case example 9.2 Jensen's Steakhouse vs.

Jensen's Seafood restaurant: From fast food to slow thinking -- Emotional stakeholders -- Emotions and crisis -- Negative emotions and voices -- Positive emotions and voices -- Emotional voices of the organization -- Defining social media -- Social media and crisis communication -- Box 9.1 Online firestorms -- Types of social media crises -- Social-mediated crisis communication -- Patterns of interactions in the rhetorical arena -- Case study 9.1 Emotional stakeholders and Telenor's customer complaints crisis on Facebook -- Chapter summary -- Further reading -- 10.News Media: Mediatization and Crisis Journalism -- Chapter overview -- Introduction -- Box 10.1 The life cycle of a disaster: a field guide for journalists -- A theory of mediatization -- Defining the news media -- Mediatization of society -- Box 10.2 Gatekeeping, news values, and focusing events -- Mediatization of organizations -- Mediatization of crises -- Box 10.3 Media storm or media hype -- Crisis journalism -- Crisis news frames -- The news media as a stage for crisis exploitation strategies -- Case study 10.1 Dare you eat your own product? Crisis entertainment on television -- Chapter summary -- Further reading -- 11.Intermediaries: Trade Associations -- Chapter overview -- Introduction -- A theory of intermediaries -- Box 11.1 The benefits of trade associations -- Trade associations -- Case example 11.1 Tesla Denmark strikes back- supported by a trade association -- Meta-organizations -- Collective reputation management -- The corporate level of reputation -- The industry level of reputation -- The trade association level of reputation -- Case study 11.1 The Bestseller multi-crisis -- Chapter summary -- Further reading -- 12.Managers and Employees: Inside the Organization -- Chapter overview -- Introduction -- Defining the internal voices of an organization -- Integrative framework for the study of internal crisis communication -- How internal is internal? -- Crisis sensemaking -- Box 12.1 Crisis communication and strategic human resource development -- Internal crisis management and crisis communication -- How do employees react in crisis situations? -- Box 12.2 Implicit theories about managers and employees in crisis situations -- How do private and public organizations practise internal crisis management and crisis communication? -- Municipalities -- Private companies -- Communication channels -- Employees as active crisis communicators -- Case study 12.1 Odense Waste Management Company -- When whistleblowing is the problem, not the solution -- Chapter summary -- Further reading -- Introduction -- Thought leadership in crisis communication -- An agenda for researchers -- An agenda for educators and students -- An agenda for practitioners.