Risk Issues and Crisis Management in Public Relations: A Casebook of Best PracticeThe reputation of an organisation influences who we buy from, work for, supply to and invest in. Intangible assets, of which reputation forms an important part, account for well over 50 per cent of the value of the Fortune 500 and even more in the case of the FTSE 100. This fourth edition of Risk Issues and Crisis Management in Public Relations has been completely revised and aims to define reputation, explores how to value it and provides practical guidelines for effective reputation management. This latest edition features new sections on the effects of recent world events, Corporate Social Responsibility, climate change and sustainability, legal revisions and the use of the Internet in a crisis. Featuring new case studies on Oxfam V Starbucks, Sony, Dell, Ribena, BP, Bernard Matthews and the bird flu issue, Northern Rock, Walmart, Celebrity Big Brother 07, the Cadbury Salmonella outbreak, the Virgin train crash and the Buncefield Oil Explosion, the book charts how rapidly the reputation management agenda moves and yet how slowly business learns. |
Contents
Introduction | 1 |
Part 1 Risk Issues Management | 5 |
1 Outsidein thinking | 7 |
2 Issues management defined | 39 |
3 Planning an issues management programme an issues management model | 49 |
the new moral code for doing business | 73 |
5 An issue ignored is a crisis ensured | 95 |
6 Implementing an issues management programme | 123 |
7 So it hits the fan now what? | 139 |
8 Perception is the reality | 173 |
9 The media in crisis situations | 182 |
10 The legal perspective | 199 |
11 Planning for the unexpected | 205 |
12 Crisis communications management | 218 |
| 233 | |
| 236 | |