For reputation's sake: Managing crisis communication

The Future of Excellence in Public Relations and Communication Management: Challenges for the Next Generation

Volumn , Issue , 2006, Pages 413-440

  Hagan, Linda M ^a  

^a MICHIGAN STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84905295771     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9781410613967     Document Type: Chapter

References (53)

1. Alsop, R. (2001, February 7'). Survey rates companies' reputations, and many are found wanting. The Wall Street Journal, pp. Bl, B6.
2. Alsop, R. (2005, February 8'). M.B.A. track. The Wall Street Journal, p. B4.
3. Anderson, D. S. (1992). Identifying and responding to activist publics: A case study. Journal of Public Relations Research, 4, 151-165.
4. Barton, L. (Producer). (1994). Crisis management: When disaster strikes [Video]. Cincinnati, OH: South-Western.
5. Baskin, O., Aronoff, C., & Lattimore, D. (1997). Public relations. The profession and the practice. Madison, WI: Brown and Benchmark.
6. Bowen, S. A. (2000). A theory of ethical issues management: Contributions of Kantian deontology to public relations' ethics and decision-making. Unpublished doctoral dissertation, University of Maryland, College Park.
7. Butters, J. (2002, March 29'). Tire impact on Ford up to $10 billion. Detroit Free Press, p. CI.
8. Caponigro, J. R. (1998). The crisis counselor: The executive's guide to avoiding, managing and thriving on crises that occur in all businesses. Southfield, MI: Barker Business Books.
9. Child, C. (2001, June 25'). Ford's image slips among consumers. Automotive News, p. 1.
10. Connelly, M. (2001, June 11'). Firestone crisis dims Nasser's star. Automotive News, pp. 1,8.
11. Coombs, T. (2000). Crisis management: Advantages of a relational perspective. In J. A. Ledingham&S. D. Brüning (Eds.), Public relations as relationship managements relational approach to public relations (pp. 73-93). Mahwah, NJ: Lawrence Erlbaum Associates.
12. Crain, K. E. (Ed.). (1995, April 3). Chrysler accepted the inevitable on minivan latches. Automotive News, p. 12.
13. Crilley, J. (2003). Free publicity: A tv reporter shares the secrets of getting covered on the news. Dallas, TX: Great Impressions.
14. Cutlip, S. M., Center, A. H., & Broom, G. M. (2000). Effective public relations (8th ed.). Upper Saddle River, NJ: Prentice-Hall.
15. Dixon, J. (2002, January 7'). Ford, Firestone may resolve spat. Detroit Free Press, p. F5.
16. Dozier, D.M., Grunig, L. A., & Grunig, J. E. (1995). Manager's guide to excellence in public relations and communication management. Mahwah, NJ: Lawrence Erlbaum Associates.
17. Fearn-Banks, K. (2002). Crisis communications: A casebook approach (2nd ed.). Mahwah, NJ: Lawrence Erlbaum Associates.
18. Federal Emergency Management Agency [FEMA]. (n.d.). The emergency management guide for business & industry. Retrieved May 29, 2005, from http://www.fema.gov/library/bizindex.shtm
19. Grunig, J. E. (1992a). Communication, public relations, and effective organizations: An overview of the book. In J. E. Grunig (Ed.), Excellence in public relations and communication management (pp. 1-28). Hillsdale, NJ: Lawrence Erlbaum Associates.
20. Grunig, J. E. (Ed.). (1992b). Excellence in public relations and communication management. Hillsdale, NJ: Lawrence Erlbaum Associates.
21. Grunig, J. E. (1997). A situational theory of publics: Conceptual history, recent challenges, and new research. In D. Moss, T. MacManus, & D. Vercic (Eds.), Public relations research: An international perspective (pp. 3-46). London: International Thomson Business Press.
22. Grunig, J. E., & Huang, Y. (2000). From organizational effectiveness to relationship indicators: Antecedents of relationships, public relations strategies, and relationship outcomes. In J. A. Ledingham & S. D. Bruning (Eds.), Public relations as relationship management: A relational approach to the study and practice of public relations (pp. 23-53). Mahwah, NJ: Lawrence Erlbaum Associates.
23. Grunig, J. E., & Hung, C. F. (2002, March'). The effect of relationships onreputation and reputation on relationships: A cognitive, behavioral study. Paper presented at the PRSA Educator's Academy 5th Annual International, Interdisciplinary Public Relations Research Conference, Miami.
24. Grunig, J. E., & Hunt, T. (1984). Managing public relations. New York: Holt, Rinehart & Winston.
25. Grunig, J. E., & Repper, F. C. (1992). Strategic management, publics, and issues. In J. E. Grunig (Ed.), Excellence in public relations and communication management (pp. 117-157). Hillsdale, NJ: Lawrence Erlbaum Associates.
26. Grunig, L. A. (1992). Activism: How it limits the effectiveness of organizations and how excellent public relations respond. In J. E. Grunig (Ed.), Excellence in public relations and communication management (pp. 503-530). Hillsdale, NJ: Lawrence Erlbaum Associates.
27. Grunig, L. A., Grunig, J. E., & Dozier, D. M. (2002). Excellent public relations and effective organizations. Mahwah, NJ: Lawrence Erlbaum Associates.
28. Grunig, L. A., Grunig, J. E., & Ehling, W. P. (1992). Whatis an effective organization? In J. E. Grunig (Ed.), Excellence in public relations and communication management (pp. 65-90). Hillsdale, NJ: Lawrence Erlbaum Associates.
29. Hagan, L. (2003). Public relations, relationships, and reputation: A case study of a safety recall in the U.S. automotive industry. Unpublished doctoral dissertation, University of Maryland, College Park.
30. Huang, Y. H. (1997). Public relations, organization-public relationships, and conflict management. Unpublished doctoral dissertation, University of Maryland, College Park.
31. Hunt, T., & Grunig, J. E. (1994). Public relations techniques. Fort Worth, TX: Har-court Brace.
32. Ihlen, O. (2002). Defending the Mercedes A-class: Combining and changing crisis-response strategies. Journal of Public Relations Research, 14, 185-206.
33. Institute for Crisis Management. (2000). Myths in crisis management. Retrieved May 29, 2005, from http://www.crisisexperts.com/myths.htm
34. Jedlicka, D. (2002). 2000 Audi A4. Retrieved January 18, 2003, from http://carpoint.msn.com/VIP/Jedlicka/Audi/A4/2002.asp
35. Ledingham, J. A. (2003). Explicating relationship management as ageneral theory of public relations. Journal of Public Relations Research, 15(2), 181-198.
36. Ledingham, J. A., & Bruning, S. D. (Eds.). (2000). Public relations as relationship management: A relational approach to the study and practice of public relations. Mahwah, NJ: Lawrence Erlbaum Associates.
37. Lerbinger, O. (1997). The crisis manager: Facingrisk and responsibility. Mahwah, NJ: Lawrence Erlbaum Associates.
38. Lyon, L., & Cameron, G. (2004). A relational approach examining the interplay of prior reputation and immediate response to a crisis. Journal of Public Relations Research, 16(3), 213-241.
39. McDonald, T. F. (2005). Four pillars for building a solid crisis communications plan. Unpublished manuscript.
40. Motor vehicles industry snapshot. (2003, March 3'). Fortune. Retrieved March 18, 2003, from http://www.fortune.com/fortune/mostadmired/industry
41. snapshot National Highway Traffic SafetyAdministration (NHTSA). (1998, October). Motor vehicle defects and recall campaigns (DOT HS 808 795). Retrieved July 20, 2005, from http://www.nhtsa.dot.gov/hotline/recallprocess.html.
42. Murphy, P. (1991). The limits of symmetry: A game theory approach to symmetric and asymmetric public relations. Public Relations Research Annual, 3, 115-132.
43. Public Relations Society of America. (n.d.). Tips & techniques: Crisis management. Retrieved April 5, 2005, from http://www.prsa.org/_Resources/resources/crisis.asp?ident=rsrc3
44. Plungis, J. (2005). Carmakers staggered by record '04 recalls. Retrieved July 20, 2005, from http://www.detnews.com/2005/autosinsider/0501/06/A01-48858.htm
45. Robinson, E. A. (1997, March 3). America's most admired companies. Fortune, pp.68-75.
46. Schenkler, S., & Herrling, T. (2004). Guide to media relations. Upper Saddle River, NJ: Pearson Education.
47. Seitel, F. P. (1998). The practice of public relations (7th ed.). Upper Saddle River, NJ: Prentice-Hall.
48. Shreve, M. A. (2001). Recalls at record levels. NADA'sAuto Exec, 73(8), 26-29.
49. Sung, J., & Tkaczyk, C. (2002, March 4'). Who's on top and who flopped. Fortune, p. 75.
50. Ulrich, L. (2000, August 28'). Tires put pressure on Ford: Recall could cutbigprofits from new Explorer. Retrieved November 11, 2002, from http://www.auto.com/industry/Ford26_2000826.htm
51. Ware, B. L., & Linkugel, W. A. (1973). They spoke in defense of themselves: On the generic defense of apologia. Quarterly Journal of Speech, 59, 274-283.
52. Wilcox, D. L., Ault, P. H., & Agee, W. K. (1998). Public relations' strategies and tactics (5th ed.). New York: Addison-Wesley.
53. Wrigley, B. J., Salmon, C. T., & Park, H. S. (2003). Crisis management planning and the threat of bioterrorism. Public Relations Review, 29, 281-290.