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Risk & Crisis Communication: Communicating in a Disruptive Age

Author(s): Kenneth A Lachlan, Patric Spence, Corey Liberman, Theodore Avtgis

Edition: 1

Copyright: 2020

Pages: 224

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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 
Crisis Communication 
Risk Communication 
Preview 
References

Chapter 2 Theories of Risk Communication 
Health Beliefs Model 
Uncertainty Management Theory 
Two-Step Flow
Diffusion of Innovation
Transtheoretical Model 
Theories of Warning 
Theory of Independent Mindedness 
References 

Chapter 3 Theories of Crisis Communication 
Organizational Sense Making 
Situational Crisis Communication Theory 
Chaos Theory 
Image Repair Theory 
Media Dependency Theory 
Social-Mediated Crisis Communication
Technology-Image Expectancy Gap Theory
Conclusion 
References 

Chapter 4 Organizational Experiences 
Introduction 
Crisis Cases 
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 
Organizational Risks 
2019 Measles Outbreak in the United States 
2018 Attica Wildfires
Juul: The E-Cigarette Culture 
Type 2 Diabetes 
Hurricane Michael 
The Opioid Epidemic 
Conclusion 
Review Questions 
References 

Chapter 5 Platform Experiences 
Facebook and Instagram 
United Airlines and Overbooking 
Carnival and the “Poop Cruise” 
Facebook and Privacy
Youtube
Domino’s Pizza Hoax 
United Breaks Guitars 
Twitter 
Starbucks 
Motor City F-Bomb
#Gettingslizzerd with the Red Cross 
Who Doesn’t Love Baseball and Cody Bellinger? 
Using Social Media for Response 
Conclusion 
Discussion Questions:

Chapter 6 Societal Experiences . 
Introduction 
Changes in Social Norms and Policy 
Tylenol Tampering 
The Truth Campaign 
Avon Breast Cancer Crusade
Conclusions 
Discussion Questions 
References 

Chapter 7 Environmental Experiences . 
Introduction 
Conceptualizing Environmental Risks and Crises: Stage Approaches
Cerc Model 
Ineffective Pre-Crisis Communication: Hurricane Katrina 
Apologia and Redirection in Follow-Up Messaging: Exxon Valdez 
And now for Something Completely Different: Deepwater Horizon
Best Practices 
Discussion Questions 
References

Chapter 8 Global Experiences 
Travel 
Missing Information 
Social Capital 
Terrorism 
Water Related Issues 
Industry and Tight Coupling 
Conclusion 
Discussion Questions 

Chapter 9 External Audience Experiences 
Introduction
Source Influences 
Receiver Influences 
Message Influences 
Channel Influences 
Conclusion 
References 

Chapter 10 Internal Audience Experiences
Introduction 
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
Conclusion 
Review Questions 
References 

Chapter 11 Perceptual, Behavioral, Cognitive, and Affective Experiences 
Perceptual Effects 
Cognition 
Mediated Learning 
Affective Experiences
Linking Affect and Learning 
Risk=Hazard+Outrage 
Conclusion 
Discussion Questions
References

Chapter 12 Public Relations and Messaging
Crisis and Emergency Response Communication 
Public Relations and Crisis Communication 
Image Repair Theory 
Exemplification Theory 
Messages Containing Two Stages 
Actions that can be Prescribed in Messages 
Conclusion 
Discussion Questions 

Chapter 13 Future Directions and Conclusion 
References 

Index 

Kenneth A Lachlan

Ken Lachlan is Associate Professor at the Department of Communication at the University of Connecticut. Prior to his academic career, he worked in public radio and television promotions for several years. His research interests include the psychological effects of mass media, health and risk communication, social robotics, and new media technologies. Recent publications have appeared in the Computers in Human Behavior, Media Psychology, and the Journal of Applied Communication Research, to name a few. Ken considers himself mostly a quantitative scholar, preferring experimental and survey methodologies in investigating his areas of interest. He has also served as a consultant statistician for various companies and government agencies. He holds a dual B.A. in Communication and Sociology from Wake Forest, an M.A. in Mass Communication from Bowling Green State University, and a Ph.D. in Communication from Michigan State. An avid jogger and diehard hockey fan, Ken lives in Hartford, CT with his wife and their cat.

Patric Spence

Patric R. Spence (PhD, Wayne State University) is a Professor in the Nicholson School of Communication and Media at the University of Central Florida. He is also affiliated with the Communication and Social Robotics Labs and the Center for Rebuilding Sustainable Communities after Disasters. He is the current editor of Communication Studies. His research focuses on communication during crises and other extreme events, communication of risk, social media and social robots. His research has appeared in outlets such as Computers in Human Behavior, Journal of Applied Communication Research, Communication Theory, and Risk Analysis.

Corey Liberman

Corey Jay Liberman (PhD, Rutgers University, 2008) is an associate professor of public relations and strategic communication in the Department of Communication and Media Arts at Marymount Manhattan College. His research spans the interpersonal communication, group communication, and organizational communication worlds, and he is currently interested in studying the social practices of dissent within organizations, specifically the antecedents, processes, and effects associated with effective employee dissent communication, as well as risk and crisis communication. He is currently working on a coauthored book entitled Risk and Crisis Communication: Communicating in a Disruptive World (in press) and is coauthor of Organizational Communication: Strategies for Success (2nd Edition), editor of Casing Persuasive Communication, and coeditor of Casing Crisis and Risk Communication, Casing Mediated Communication, and Casing Communication Theory, all published by Kendall Hunt.

Theodore Avtgis

Related ISBN's: 9781465286444, 9781792453038

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