Risks are all around us. From catastrophic weather events to gun violence, from infrastructure failings to financial devastation…we live with the threat of risk every day. How do we get those who are at risk, or who have already been impacted by crisis, to do what they need to do to minimize the risk?
We need to get information to the right audience, get them to take the risk seriously, and get them to act in a manner that makes sense. There is a distinction between crisis communication and risk communication, and that is an important point that is discussed throughout the text.
Risk and Crisis Communication explores the different types of crisis and risk communication, the manner in which it affects different audiences, various ways of understanding these communicator efforts, and best practices in communicating in a manner that minimizes harm.
Chapter 1 Introduction to Risk and Crisis Communication
Chapter 2 Theories of Risk Communication
Health Beliefs Model
Uncertainty Management Theory
Diffusion of Innovation
Theories of Warning
Theory of Independent Mindedness
Chapter 3 Theories of Crisis Communication
Organizational Sense Making
Situational Crisis Communication Theory
Image Repair Theory
Media Dependency Theory
Social-Mediated Crisis Communication
Technology-Image Expectancy Gap Theory
Chapter 4 Organizational Experiences
Hernia Mesh Injuries and Lawsuits
Southwest Airlines’ Emergency Landing
Pepsi’s Kendall Jenner Advertisement
Chipotle Mexican Grill, Inc. Data Breach
Nissan’s Chief Executive Officer Gets Arrested
The Tide Pod Challenge
H&M Coolest Monkey Hoodie
Marriott Data Breach
2019 Measles Outbreak in the United States
2018 Attica Wildfires
Juul: The E-Cigarette Culture
Type 2 Diabetes
The Opioid Epidemic
Chapter 5 Platform Experiences
Facebook and Instagram
United Airlines and Overbooking
Carnival and the “Poop Cruise”
Facebook and Privacy
Domino’s Pizza Hoax
United Breaks Guitars
Motor City F-Bomb
#Gettingslizzerd with the Red Cross
Who Doesn’t Love Baseball and Cody Bellinger?
Using Social Media for Response
Chapter 6 Societal Experiences .
Changes in Social Norms and Policy
The Truth Campaign
Avon Breast Cancer Crusade
Chapter 7 Environmental Experiences .
Conceptualizing Environmental Risks and Crises: Stage Approaches
Ineffective Pre-Crisis Communication: Hurricane Katrina
Apologia and Redirection in Follow-Up Messaging: Exxon Valdez
And now for Something Completely Different: Deepwater Horizon
Chapter 8 Global Experiences
Water Related Issues
Industry and Tight Coupling
Chapter 9 External Audience Experiences
Chapter 10 Internal Audience Experiences .
Internal Communication and Mental Models
Internal Communication—Why Does it Matter?
The Two-Step Flow and Relational Dialectics
Internal Communication Best Practices
The Overall Importance of Internal Communication
Chapter 11 Perceptual, Behavioral, Cognitive, and Affective Experiences
Linking Affect and Learning
Chapter 12 Public Relations and Messaging .
Crisis and Emergency Response Communication
Public Relations and Crisis Communication
Image Repair Theory
Messages Containing Two Stages
Actions that can be Prescribed in Messages
Chapter 13 Future Directions and Conclusion