Lukaszewski on Crisis Communication: What Your CEO Needs to Know About Reputation Risk and Crisis ManagementDesigned for CEOs, boards, and senior executives in HR, risk management, and emergency response management. Jim Lukaszewski was listed in Corporate Legal Times as one of 28 Experts to Call When All Hell Breaks Loose and in PR Week as one of 22 crunch-time counselors who should be on the speed dial in a crisis. THE book on crisis communication, aggregating Jim s four decades of crisis communication wisdom in a format easy to commit to memory - ready to use when, and hopefully before, you face a crisis. Jim's common-sense, field-tested approach helps guide executives in how to behave, what to say and do, and how to lead their organizations through a crisis situation especially during those first critical minutes. His book fills the holes left by most crises texts: it explains how to manage victims, manage management, energize attorneys to cooperate and participate in the crises response process, and understand, and therefore reduce, the influence of the media (both traditional and social), activists, and antagonists. He focuses on a key element rarely dealt with in crisis management how NOT to create victims (who may publicly complain and sue), by managing people with compassion, fairness and honesty. In a crisis, Jim recommends 5 approaches: be positive; be compassionate; be transparent; apologize sincerely and with meaning; and settle quickly. These simple tenets are the most complex to execute because they run counter to many management cultures. He shares a bounty of practical tools, tips, charts, checklists, forms, and templates, e.g., since he advises you to make all your statements positive, Jim lists scores of positive words and phrases; categorizes numerous crises by risk; lists the causes of victimization; and describes media behavior/attitudes and details the social and digital media tactics to manage them. And, since a recent study shows that only 60% of the companies surveyed had a crisis management plan, Jim offers ammunition to motivate management to prepare for crises. |
Contents
| 1 | |
| 9 | |
Crisis Communication Getting Leadership Ready for Crisis | 33 |
Crisis Communication Preparing for Crisis and Visibility | 65 |
Creating the Crisis Communication Plan Components and Models | 97 |
Crisis Communication Plan in Action Media Relations | 125 |
Crisis Communication Plan in ActionThe Crisis News Conference | 169 |
Crisis Communication Plan in Action Social Media | 203 |
Glossary | 335 |
| 357 | |
Credits | 376 |
Articles and Monographs | 377 |
With Special Thanks From the Author | 379 |
A Special Dedication to Chester A Burger 11021 32211 | 387 |
About Risdall Public Relations | 391 |
About the Lukaszewski Group | 393 |
Crisis Communication Plan in ActionThe Activist Challenge | 249 |
Crisis Communication Plan in Action Litigation and Legal Issues | 279 |
Crisis Communication Summing Up and Looking Ahead | 327 |
About the Author | 399 |
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Common terms and phrases
action activist activities analysis answer anti-corporate activism apology approach appropriate attacks attorneys audiences Avoid behavior blog boss cause CEO Needs circumstances client conference corporate coverage create criminal crises Crisis Management crisis plan crisis response crisis situations critical crucial customers damage decisions develop disaster effective emergency emotional employees Facebook focus goal Green Acres identify impact important individuals interview involved issues Know About Reputation language lawyers leaders leadership Lesson LinkedIn litigation Lukaszewski media relations messages Metropolitan State University monitoring Needs to Know negative occur operations organization positive potential power words powerful preparation problems promptly public relations questions readiness reporters Reputation Risk Risk and Crisis scenario smartphones social media specific spokesperson statements Step story strategy tactics tag cloud talk techniques threats understand unplanned visibility verbal visionary victims vulnerabilities WhatYourCEONeedstoKnowAboutReputationRiskandCrisisManagement whistle-blowers words