Crisis Communication Strategies: Prepare, Respond And Recover

Description: Is your company equipped to deal with any kind of crisis - whether caused by internal error, customer action or social media mishap? This bestselling guide gives readers the skills, tools and knowledge to respond effectively to high-stake situations and protect your brand from disaster. Crisis Communication Strategies is a must-have guide that covers the whole span of a crisis from preparing and laying the groundwork before it occurs, during the incident and the aftermath, including the move to recovery and beyond. It guides readers through each phase, providing details of what to consider, what should be done, tips and checklists for improved responses. This second edition of Crisis Communication Strategies provides new sections on managing long-running crises. It also contains new content looking at the phases of crises, behavioural communication as a tactic and how to ensure diversity and inclusivity in tumultuous times. Supported by brand new case studies and examples from responses to events including the British Post Office scandal, Burger King's misfired International Women's Day campaign, Yorkshire cricket's racism scandal and Peloton's crises, it also explores the role of leadership in developing a crisis communication response that has people at its heart. This is an essential guide for PR and communications professionals who wish to protect their company and build long-term resilience.

Review: "If you are a communicator trying to navigate a more unpredictable world, this book is a timely and valuable guide. Drawing on a range of case studies, Amanda Coleman sets out clearly the plans, processes, and procedures you need to put in place to be prepared when a crisis strikes. But more importantly, she recognises the fundamental importance of people - from CEOs to customers, terrorism victims and communicators themselves - to effective crisis communication and recovery." * Oana Lungescu, NATO spokesperson *
"This is a book that does something special and really different in crisis communications. It is definitive on the immense organisational challenges but also holds those affected by the crisis at the heart of the approach. A must read." * Professor Lucy Easthope, Disaster Recovery Specialist and Author *
"There is a major focus on preparing to issue rapid and accurate communications when a crisis happens. But in this second edition of her acclaimed handbook, the widely admired Amanda Coleman goes beyond the early hours to take us through every stage of a crisis including recovery. Her practical approach is forged through real life experience. This new edition is required reading for public relations professionals and leaders who wish to understand the role of communications in a crisis. It should be in every company library." * Donald Steel, Global Crisis Communications Practitioner and Vice-President, Crisis Communications at Kenyon International Emergency Services *
"In a crisis you need people, plans and professionalism to keep a level head. Crisis Communication Strategies is a step-by-step expert guide to the critical early leg work, staying afloat in the eye of the storm and managing the transition to recovery. Jam-packed with learnings from real life crisis case studies, Amanda Coleman has put her years of experience into creating a clear framework for people to follow. If you're a CEO or any director focused on risk and resilience, this book is your critical friend. Grab a copy now." * Sarah Waddington CBE, Director of Wadds Inc *
"Making a great resource even better, Amanda Coleman's second edition of her outstanding book Crisis Communication Strategies adds new material on critical issues facing organizations today. Amanda provides step-by-step guidance, checklists, and tips for handling crisis communication successfully. This book should be on every leader and communication pro's desk as an invaluable go-to reference for handling one of the most important aspects of any crisis - how the organization explains it to the public and key stakeholders. I wish I had this book when I first moved into the crisis communication field." * Bob Jensen, Senior Managing Director, Strat3 *
"The second edition of Crisis Communication Strategies proves again that Amanda Coleman is one of the best practitioners out there. The book is well written, easy to read and covers a variety of topics and stakeholders that are important for crisis communication to succeed in 2023. What I value the most is that Coleman includes so much practical advice that will be useful for communicators around the world. I can highly recommend this book to anyone interested in the field of crisis communication." * Kjell Braatas, Communications Advisor and Author *

Contents:

Chapter - 00: Acknowledgements;
Chapter - 01: Are you ready for a crisis? Creating and testing a crisis communication plan;
Chapter - 02: Recognizing a crisis: What it is and how to spot it;
Chapter - 03: The operational response: The approaches and how they relate to communications;
Chapter - 04: Remembering the people: How employees should come first;
Chapter - 05: It's tough at the top: The role of leadership in a crisis;
Chapter - 06: The impact on the community: Managing the consequences;
Chapter - 07: It's OK to not be OK: Ensuring support is in place;
Chapter - 08: Stepping on the road to recovery;
Chapter - 09: So, what happens next?
Author Biography: Amanda Coleman, based in Manchester, UK, is a crisis communication consultant and Director and founder of crisis communication consultancy Amanda Coleman Communication Ltd. With 20+ years' experience in emergency services communication, she is a fellow of the Chartered Institute of Public Relations (CIPR) and The Public Relations and Communications Association (PRCA). She is an advisor for the Resilience Advisors Network, a Senior Associate of the Centre for Crisis and Risk Communication and the Chair of the UK's Emergency Planning Society Communication Professional Working Group. She is the author of Everyday Communication Strategies, published by Kogan Page.