The Four Stages of Highly Effective Crisis Management: How to Manage the Media in the Digital Age
From the Japanese tsunami and the Egyptian revolution to the Haitian earthquake and the Australian floods, social media has proven its power to unite, coalesce, support, champion, and save lives. Presenting cutting-edge media communication solutions, The Four Stages of Highly Effective Crisis Management explains how to choose the appropriate language and media outlet to properly convey your message during and after a crisis.
Unveiling the secrets of how to manage the media in a crisis, the book examines how rapidly evolving social media and Web 2.0 technologies have changed the crisis management landscape. It illustrates the four distinct stages of media reporting during a crisis and details the information that must be provided. The author provides readers with a wealth of helpful tips and tools—including guidelines, checklists, and case studies that illustrate best practices in crisis media management. Divided into five sections, the book:
The book’s resource-rich appendices include a checklist for briefing a spokesperson, sample media release, a step-by-step flowchart for creating a crisis communication plan, and social media policy guidelines. Complete with a detailed guide on what tools to use and when to use them, this book provides the techniques and understanding required to communicate effectively and avoid any potential bad press and embarrassment that could result from information mismanagement.Jane Jordan-Meier was interviewed about leadership in a crisis and the stages of a crisis in the wake of the Murdoch phone-hacking scandal. She also discusses crisis management planning in The Sydney Morning Herald and in Daily Ovation. She was interviewed in August 2011 by Globe and Mail.
Discover more about the book, including a video of the author explaining how to turn media questions into gold and visit smallbusinessadvocate.com for a series of recent interviews.
Jane Jordan-Meier appeared in a video interview with Crisis Manager Melissa Agnes on July 3, 2012.
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What Is a Crisis?
The Role of Media in a Crisis
Social Interactive and Everywhere All the Time
Social Medias Role in Crisis
Media Ethics What Drives Traditional Media Behavior?
Stage OneFactFinding Stage
Beware the ST Factor Remember the Context
Lights Camera ActionThe Interview
Why Communicate in a Crisis?
What to Communicate?
To Apologize or NotThe Role of the Apology in a Crisis
Language in a CrisisFall in Love with We No Toxic Language Please
How to Get Your Message Across
Where? New Media Tools
Stage TwoThe Unfolding Drama
Stage ThreeFingerPointing Stage Blame Game
To CEO or Not?
Head and Heart
Role of the Frontline
Understanding Journalists Questions
Techniques to Get Your Message Across
Dealing with Difficult Questions
Never Repeat the Poison Avoid Negative Language
How the New Media Are Changing the Rules for Interviews
Guidelines for Briefing Spokespeople
Sample Media Contact Information Log
Sample News Release
Nine Steps to a Crisis Communication Plan
Social Media Policy Resources
Social Media Resources for Crisis Communicators
30 Things You Should Not Share on Social Media
Social Media Embracing the Opportunities Averting the Risks