Communicating out of a Crisis

JOSEPH L. BADARACCO JR. John Shad Professor of Business Ethics at Harvard Business School COLIN DOEG a former journalist, is a public relations consultant COLIN D. DUNCAN Director of Public Affairs, British Nuclear Fuels plc, UK CHRISTOPHER FLINT Group Security Adviser, Cadbury Schweppes plc. KATE GRAHAM handled the PR response to the Piper Alpha disaster and now provides consultancy and management training in media response and lectures widely in crisis management MATTHEW J. HARRINGTON Executive Vice President/General Manager of a leading international PR company, Edelman Worldwide based in San Francisco, USA JOHN D. NOULTON Public Affairs Director, Eurotunnel JEFF SIMMS journalist with a design, marketing and publishing agency Picquet Communications, UK JONATHAN STREET is Managing Director of Jonathan Street Public Relations, UK TIM TAYLOR is a solicitor and partner in Hill Taylor Dickinson with offices in the City of London, Piraeus, Dubai and Hong Kong with experience of several high profile disaster cases FRANCIS THOMAS is Group Media Relations Manager, The Boots Company plc, UK Dr CHERYL TRAVERS lectures on organisational behaviour and human resource management at The Business School, Loughborough University, UK JERRY V. UNSEEM former Research Associate at Harvard and currently on the editorial staff of Inc. magazine

Introduction Definition - 'I Have a Crisis Every Day' The Nature of Crisis Preparing for Crisis What to Do When it Happens Handling the Media How to Work with Lawyers; T.Taylor Dealing with Pressure Groups; C.Duncan The Role of the Internet; J.L. Badaracco Jr & J.V. Unseem Preventing the Crisis in the First Place; C.Flint Organising a Product Recall; C.Doeg Organising a Simulation; K.Graham Handling the Stress; C.Travers Group Behaviour in a Crisis - Symptoms and Cures Training the Team Managing Issues Case Studies: The Stena Challenger Grounding; J.Simms Odwalla Apple Juice; M.L. Harrington The Pepsi Syringes; C.Doeg The Aftermath of Multiple Murder; J.Street The 'Cot Death Poisonings': F.Thomas The Eurotunnel Fire; J.D. Noulton Appendix: Crisis Checklists