Reading Notes Ch. 10

  • Kathleen Hearn-Banks says, “A crisis is a major occurence with a potentially negative outcome affecting the organization, company, or industry as well as its publics, products, services, or good name.”
  • Four phases of conflict management are: proactive, strategic, reactive, and recovery.
  • According to a study by Weber Shandwick the top three triggers of a crisis were: financial irregularities, unethical behavior, and executive misconduct.
  • Timothy Coombs’ strategies for crisis communication are: attack the accuser, denial, excuse, justification, ingratiation, corrective action, and full apology.
  • Reputation management and image restoration will usually follow a crisis.

All notes from 

 http://www.amazon.com/Public-Relations-Strategies-Tactics-Study/dp/020562622X/ref=sr_1_1?ie=UTF8&s=books&qid=1275752053&sr=8-1

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