Umfang:
Online-Ressource (1 online resource (xii, 212 p.))
,
ill.
Ausgabe:
Online-Ausg.
ISBN:
9781283203975
,
1283203979
,
9781118093450
Inhalt:
Pamela (Ferrante) Walaski is the President of JC Safety & Environmental, Inc., a health and safety consulting firm and is a frequent speaker and seminar presenter on the topic of risk and crisis communications. She holds both the CSP and CHMM designations, and writes regularly for the leading professional journals. She is both chair of the Technical Publications Advisory Committee and administrator of the Consultants Practice Specialty of the ASSE, and was a contributing author to The Safety Professionals Handbook. In 2011, she was the recipient of the ASSE President's Award.
Inhalt:
Intro -- RISK AND CRISIS COMMUNICATIONS: Methods and Messages -- CONTENTS -- LIST OF TABLES -- PREFACE -- 1: INTRODUCTION -- 2: GENERAL CONCEPTS OF RISK AND CRISIS COMMUNICATIONS -- HISTORICAL BACKGROUND -- KEY DEFINITIONS -- THE STAGES OF A CRISIS -- THE PROCESS OF COMMUNICATION -- THE PURPOSE AND OBJECTIVES OF THE COMMUNICATION EVENT -- REFERENCES -- 3: COMMUNICATION FUNDAMENTALS AND THEORETICAL FOUNDATIONS -- AUDIENCE PERCEPTIONS OF THE COMMUNICATOR -- TRUST AND CREDIBILITY -- FOUR THEORETICAL MODELS -- The Risk Perception Model -- The Mental Noise Model -- The Negative Dominance Model -- The Trust Determination Model -- RISK = HAZARD + OUTRAGE -- High Hazard/Low Outrage ("Watch out!") -- Medium Hazard/Medium Outrage (Stakeholder Relations) -- Low Hazard/High Outrage ("Calm down!") -- High Hazard/High Outrage ("We'll get through this together.") -- MENTAL MODELS -- FUNCTIONAL LINES OF COMMUNICATION -- Care Communications -- Consensus Communications -- Crisis Communications -- THE EXCELLENCE THEORY -- THE "STICKINESS" OF MESSAGES -- REFERENCES -- 4: CRAFTING RISK AND CRISIS MESSAGES-SETTING GOALS AND OBJECTIVES AND AUDIENCE PROFILING -- KEY SUCCESSFUL MESSAGE DEVELOPMENT CONCEPTS -- MESSAGE CRAFTING-DETERMINING PURPOSE AND OBJECTIVES -- MESSAGE DEVELOPMENT CONSTRAINTS -- PROFILING AUDIENCES-WHO ARE THEY AND WHAT DO THEY WANT? -- PROFILING AUDIENCES-HOW DO THEY PROCESS AND PERCEIVE THE RISK? -- REFERENCES -- 5: CRAFTING RISK AND CRISIS MESSAGES-DEVELOPING THE WORDS -- CRAFTING MESSAGES-OVERARCHING PRINCIPLES -- CONVEYING EMPATHY -- AUDIENCE EMOTIONS-ANGER -- AUDIENCE EMOTIONS-MISTRUST -- AUDIENCE EMOTIONS-FEAR, PANIC, AND APATHY -- MESSAGE-CRAFTING TECHNIQUES -- INFLUENCE DIAGRAMS-THE MENTAL MODELS APPROACH -- MESSAGE MAPPING -- REFERENCES -- 6: DELIVERING THE MESSAGE WHILE AVOIDING COMMON MISTAKES -- MESSAGE DELIVERY TEMPLATES.
Anmerkung:
Includes index. - Description based on print version record
Weitere Ausg.:
ISBN 9780470592731
Weitere Ausg.:
ISBN 1283203685
Weitere Ausg.:
Erscheint auch als Druck-Ausgabe ISBN 1283203685
Weitere Ausg.:
Erscheint auch als Druck-Ausgabe ISBN 9780470592731
Sprache:
Englisch
URL:
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