Crisis Communication in Canada

By Duncan Koerber

© 2017

Private companies that respond poorly to a crisis may go bankrupt, wiping out investments and jobs. Charities that respond poorly to a crisis may lose donations, ending support for the most vulnerable. Professional athletes, religious leaders, CEOs, and politicians who respond poorly to a crisis may lose their long-standing careers and the respect of their colleagues, supporters, fans, and customers. This book offers both theory and practical help for organizations and professionals to deal effectively with crises.

Crisis communication lessons have typically been the purview of public relations professionals. However, since the 1990s there has been a growing body of scholarly research on the topic. Crisis Communication in Canada offers a unique scholarly and professional contribution, synthesizing recent research and providing a context for practical advice.

Written in clear and concise style, directed at beginners but rooted in research, this book will offer instructors and students a unique resource for the study and practice of crisis communication.

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Product Details

  • Division: Higher Education
  • World Rights
  • Page Count: 288 pages
  • Dimensions: 6.0in x 0.5in x 9.0in
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SKU# HE000594

  • PUBLISHED OCT 2017
    From: $34.95
    ISBN 9781442609228
  • PUBLISHED OCT 2017
    From: $79.00
    ISBN 9781442609235
  • PUBLISHED OCT 2017
    From: $27.95

Quick Overview

Crisis Communication in Canada offers a unique scholarly and professional contribution, synthesizing recent research and providing a context for practical advice.

Crisis Communication in Canada

By Duncan Koerber

© 2017

Private companies that respond poorly to a crisis may go bankrupt, wiping out investments and jobs. Charities that respond poorly to a crisis may lose donations, ending support for the most vulnerable. Professional athletes, religious leaders, CEOs, and politicians who respond poorly to a crisis may lose their long-standing careers and the respect of their colleagues, supporters, fans, and customers. This book offers both theory and practical help for organizations and professionals to deal effectively with crises.

Crisis communication lessons have typically been the purview of public relations professionals. However, since the 1990s there has been a growing body of scholarly research on the topic. Crisis Communication in Canada offers a unique scholarly and professional contribution, synthesizing recent research and providing a context for practical advice.

Written in clear and concise style, directed at beginners but rooted in research, this book will offer instructors and students a unique resource for the study and practice of crisis communication.

Continue Reading Read Less

Product Details

  • Division: Higher Education
  • World Rights
  • Page Count: 288 pages
  • Dimensions: 6.0in x 0.5in x 9.0in
  • Reviews

    "Duncan Koerber offers a primer in crisis communication intended for a Canadian audience that is rich in both theory and practice. In addition to skilfully synthesizing the literature, he advances crisis communication theory by reconceptualising crisis communication as rooted in the discourse of communities. Woven into his discussion of theory are solid Canadian examples that professors, practitioners, and students can examine. This textbook is a welcome addition to the growing literature on communication in the Canadian context."
    Sandra Braun, Mount Royal University
  • Author Information

    Duncan Koerber has taught media studies, communication theory, and writing at a number of universities in the Toronto area. His articles on media and journalism history, writing studies, and crisis communication have appeared in a number of journals including the Canadian Journal of Communication, Public Relations Review, the Journal of Canadian Studies, Journalism History, and the Canadian Journal of Media Studies.
  • Table of contents

    Acknowledgments
    Introduction
    The Approach
    Crisis Communication as a Field of Study
    The Canadian Perspective

    PART I: KEY CONCEPTS

    1. Defining the Field
    Crisis Definitions
    The Problem of Crisis Definitions
    Stages of Crisis
    What's a Stakeholder?
    Individuals and Organizations
    What is the Role of Ethics in Crisis Communication?
    Ethical Theory
    The Importance of Trust

    2. Crisis and Communities
    An Alternative Definition
    Discourse and Crisis Communication
    Community and Crisis Communication
    Political Communities
    Organized Sports Communities
    Entertainment Communities
    Legitimacy

    3. The Role of the Media in Constituting a Crisis
    Mediated Society
    Crisis and News Values
    Effects of Agenda Setting on Crisis
    Media Framing and Effects on Crisis
    Ritual and Crisis
    Crisis, Mass Media, and Social Media

    PART II: PLANNING

    4. Crisis Prevention
    Preventative Planning and Building Positive Relationships
    Crisis Prevention through Positive Organizational Cultures and Values
    Reputations, Images, and Crisis Damage Prevention
    Crisis Damage Limitation through Branding
    Case: Animal Cruelty Allegations at Marineland
    Case: Safety on a University Campus

    5. Planning
    Are Some Crises Unexpected?
    Crisis Prevention through Effective Issues Management
    Limiting the Impact of a Crisis by Developing Buffers
    Crisis Management Plans to Deal with a Crisis if It Occurs
    Assessing the Threat
    Crisis Leadership and Spokespersons
    Case: Royal Bank of Canada Sparks Foreign Worker Crisis
    Case: Federal MP Uses Military Helicopter for Personal Trip

    6. Business, Politics, Healthcare, and Science Crises
    Business Crises
    Political Crises
    Healthcare and Science Crises
    Case: Attacking the Customer over a Product Failure
    Case: Toronto Mayor Rob Ford and the Crack Cocaine Video

    7. Sports, Entertainment, Social Media Crises
    Sports Crises
    Entertainment Crises
    Social Media Crises
    Case: A Baseball Player Uses a Homophobic Slur
    Case: Radio Host Fired After Comments

    PART III: RESPONSE

    8. Four Tenets of Response
    Openness
    Regular Communication
    Responding Quickly
    Consistency and Coherence
    Case: The BlackBerry Phone Outage of 2011
    Case: A Listeria Outbreak at Maple Leaf Foods

    9. Response Theory and Strategy
    Situational Crisis Communication Theory
    Image Repair Theory
    Strategies
    Apology—The King of Strategies?
    Apology—Legal and Political Concerns
    Combining Strategies
    Quantification of Strategies
    Case: Air Canada Breaks a Child's Wheelchair, Twitter Explodes
    Case: City of Hamilton Public Relations Initiative Fails

    10. Response Considerations
    Communicating with the Mass Media
    Channels—Old and New Media
    Social Media Response Factors
    Narrative and Storytelling
    Getting Ahead and Attempting to Control the Narrative 
    Dealing with Emotions
    Direct Political Communication
    Case: The Public Fall of Jian Ghomeshi
    Case: Crib Recall after Child Deaths

    PART IV: RECUPERATION

    11. Evaluation and Application
    The End is Nigh—Maybe
    Renewal and Healing Theory
    Legitimacy Regained
    Learning
    Objective Measurements
    Channels and Spokesperson Review and Assessment
    Issues Management Redux
    Structural Change
    Inquiries and Investigations
    Rebuilding Image and Goodwill
    Rebranding
    Final Words

    References
    Index

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