Crisis Communication: Theory and Practice

Even well-managed organizations can suffer crises, says Zaremba (communication studies, Northeastern U.). Presenting foundational principles that are similar to those expounded by Robert Fulghum in Everything I Needed to Know I Learned in Kindergarten and research studies, he emphasizes the need for team planning for crises, transparent and honest communication, the golden rule, the role of an organization's culture in determining success, training for crisis communication, and acting ethically as pragmatic as well as moral. The text includes case examples of recent crises in the news (e.g., political scandals, pilot errors, natural disasters, food recalls); practitioner perspectives; and exercises and discussion questions. Annotation 穢2010 Book News, Inc., Portland, OR (booknews.com)