James E. Lukaszewski 
Lukaszewski on Crisis Communication [EPUB ebook] 
What Your CEO Needs to Know About Reputation Risk and Crisis Management

Masterwork on Crisis Communication and Reputation Risk Selected as One of ’30 Best Business Books of 2013′ Jim Lukaszewski — nationally recognized PR expert, executive coach, often called America’s Crisis Guru, and noted by Corporate Legal Times as one of ’28 experts to call when all hell breaks loose’ — advises exactly what to do, what to say, when to say it, and when to do it, while the whole world is watching.The book is endorsed by the Business Continuity Institute. In this industry-defining book on crisis management and leadership recovery, Lukaszewski jump-starts the discussion by clearly differentiating a crisis from other business interruptions and introduces a concept rarely dealt with in crisis communication and operational response planning: managing the victim dimension of crisis. Delivered in his straight-talking style and backed with compelling case studies, Lukaszewski On Crisis Communication is your guide to preparing for a crisis and the explosive visibility that comes with it. Using case studies, examples and templates, he explains how to build a crisis management plan and how to put it into action in the real world of media scrutiny, social media, activists, and litigation. Lukaszewski distills four decades of experience into 10 chapters of field-tested how-to’s, practical tools, tips, charts, checklists, forms, and templates and teaches you:How crises create victims;To avoid the toxicity of silence;To overcome the abusive, intrusive and coercive behavior of bloviators, bellyachers, back-bench bitchers, the media, activists and critics;To drive attorneys to settle instead of litigate;Apology is the atomic energy of empathy;Simple, sensible, sincere, constructive, positive techniques to reduce contention and to succeed!Chapter learning objectives; discussion questions; case studies; real-life examples; and glossary facilitate college and professional development classroom use.

Innehållsförteckning

Preface: ’A Word With Your Boss, Please’ Foreword: ’The Pragmatist’ by Jonathan Bernstein Foreword: “The Teacher/Counselor” by Jay Rayburn Foreword: “The Game Changer” by Steve Harrison Introduction: Common Sense at Lightning Speed by Ken Koprowski Chapter 1: Defining Crisis: It’s All About Victims 1.1 Crisis Management and Readiness Defined 1.2 All Crises Are Problems – Not All Problems Are Crises 1.3 Crisis Is About Victims Chapter 2: Crisis Communication: Getting Leadership Ready for Crisis 2.1 Leadership Patterns That Influence Readiness 2.2 The New Top Executive Agenda 2.3 Crisis Realities 2.4 Avoiding Destructive Management Behavior 2.5 Lukaszewski’s 12 Axioms of Crisis Survival for Leaders 2.6 The Leader as Verbal Visionary 2.7 Preparing Executives – Becoming a Valued Communications Advisor on the Team Chapter 3: Crisis Communication: Preparing for Crisis and Visibility 3.1 Threat Identification and Visibility Analysis 3.2 Visibility and Victims Make Us Vulnerable 3.3 Threat Identification – Key Issues Prioritization and Worksheet 3.4 Incident Response Categories 3.5 Setting Crisis Response Communication Strategies and Priorities 3.6 Management Responsibility in a Crisis Chapter 4: Creating the Crisis Communication Plan: Components and Models 4.1 Preparing to Do the Right Thing 4.2 Scenario Development in Crisis Communication Planning 4.3 Assemble the Documents for Your Crisis Communication Plan 4.4 Maintaining and Keeping Plans Current 4.5 Message Development 4.6 Model Crisis Communication Exercise 4.7 When You Need to Obtain Public Forgiveness Chapter 5: Crisis Communication Plan in Action: Media Relations 5.1 The Crisis Media Relations Policy 5.2 The Crisis Website (or “Dark Site”) in Media Relations Strategy 5.3 Understanding the Nature of News 5.4 Preparing for Reporters 5.5 Surviving 60 Minutes and the Other News Magazine Shows 5.6 Assessing the Validity of News Stories 5.7 Understanding Journalists 5.8 Bad News: How to Recognize Deal with It Chapter 6: Crisis Communication Plan in Action: The Crisis News Conference 6.1 Preparing for the Crisis News Conference 6.2 Guidelines for Calling and Conducting News Conferences 6.3 Conducting the News Conference 6.4 The Questions You Can Expect 6.5 Giving Good Answers – Even to Bad Questions Chapter 7: Crisis Communication Plan in Action: Social Media 7.1 What Makes Social Media Different From Legacy Media 7.2 What Are the New Media and Social Media? Why Should Your Company Care? 7.3 Monitoring Social Media 7.4 Neutralizing an Internet Crisis 7.4. Traditional Behaviors and Strategies Work in New Media, Too 7.5 Digital and Social Media vs. Traditional Media 7.6 Digital and Social Media Crisis Management Recommendations 7.7 Accept That Social Media is Becoming Ubiquitous Chapter 8: Crisis Communication Plan in Action: The Activist Challenge 8.1 Understanding Activists and Activism 8.2 Moving Out of the Target Zone 8.3 Coping With Activist Intrusions and Threats 8.4 Coping With the Risk of Personal Attack 8.5 Coping With the Media for Victims and Targets 8.6 Guidelines for Communication When Under Attack Summed Up Chapter 9: Crisis Communication Plan in Action: Litigation and Legal Issues 9.1 Basic Advice: Avoid Litigation by Avoiding Trouble 9.2 Challenges for Business in Today’s Legalistic Environment 9.3 Corporate Issues and Legal Issues 9.4 Creating the Management Structure to Prepare for Litigation 9.5 Guidelines for Working With Attorneys 9.6 Litigation Communications Strategy 9.7 The Aftermath: Regaining Public Credibility Following a Damaging Situation Chapter 10: Crisis Communication: Summing Up and Looking Ahead 10. Answers to Some Essential Questions 10.2 Looking to the Future of Crisis Survival Glossary Index Articles and Monographs Credits With Special Thanks from the Author A Special Dedication to Chester A. Burger About Risdall Public Relations About the Lukaszewski Group About the Author

Om författaren

James E. Lukaszewski , ABC, APR, Fellow PRSA, is a globally recognized master practitioner of the modern discipline of crisis communication, a field he helped pioneer and continues to shape. Lukaszewwski was recently named among the Top 100 Thought Leaders in Trustworthy Business Behavior for 2013 by Trust Across America. He is profiled in Living Legends of American Public Relations; listed in Corporate Legal Times as one of ’28 Experts to Call When All Hell Breaks Loose’; and cited in PR Week as one of 22 ’crunch-time counselors who should be on the speed dial in a crisis.’Penn State University invited Lukaszewski to speak as one of three panelists on the topic of ’Integrity in Times of Crisis’ during its Bronstein Lecture in Ethics and Public Relations in February 2013. In April 2014, he was recognized by the Minnesota Chapter of Public Relations Society of America with the Donald G. Padilla Distinguished Practitioner Award for his role as a PR educator, ethicist, and ambassador.His latest book, Lukaszewski on Crisis Communication was selected by Soundview Executive Book Summaries as one of ’30 Best Business Books of 2013′ and was featured as a book summary, author interview, webinar, and video training course. Lukaszewski has spent four decades advising, coaching, and counseling the men and women who run very large corporations and organizations to get through and resolve extraordinary problems and critical high-profile circumstances. He counsels companies facing serious internal and external problems involving: activist counteraction; community conflict and grassroots campaigns; corporate relations failures; reputational threats; employee relationship building; ethics/integrity/ compliance; litigation visibility; Web-based attacks; and threats to corporate survival.His broad-based experience ranges from media-initiated investigations to product recalls and plant closings, from criminal litigation to takeovers. He is frequently retained by senior management to directly intervene and manage the resolution of corporate problems and bad news. The situations he helps resolve often involve conflict, controversy, community action, or activist opposition.Almost half of his practice involves civil and criminal litigation.Lukaszewski is a teacher, thinker, coach, and trusted advisor with the unique ability to help executives look at problems from a variety of sensible, constructive, principled perspectives. He teaches clients how to take highly focused, ethically appropriate action. He has personally counseled, coached, and guided thousands of executives in organizations large and small from many cultures representing government; the military and defense industry; the agriculture, banking, computer, financial, food processing, health care, insurance, paper, real estate development, and telecommunications industries; cooperatives; trade and professional associations; and non-profit agencies. As a coach to many CEOs, Lukaszewski frequently helps prepare spokespersons for crucial public appearances, local and network news interviews, including 20-20, 60 Minutes, Dateline NBC, and Nightline, and for financial analysts meetings, and legislative and congressional testimony.He also provides personal coaching for executives in trouble, or facing career-defining problems and succession issues. A prolific author, Lukaszewski has written hundreds of articles and monographs and six books, including the popular Why Should the Boss Listen to You? He is also a lecturer (corporate, college and university); trainer (his popular PRSA and IABC seminars/webinars have been attended by thousands); counselor; and public speaker.He is an editorial board member of most of the important journals and serial publications in the field of Public Relations. An accredited member of the International Association of Business Communicators (ABC) and the Public Relations Society of America (APR), Lukaszewski is also a member of the PRSA’s College of Fellows (Fellow PRSA); Board of Ethics & Professional Standards; a member of ASIS International,