Student Workbook to Accompany Crisis Communications

Kathleen Fearn-Banks (A.B.D. Ed.D. in Instructional Technology, USC; M.S, Journalism, UCLA) is associate professor in the School of Communications at the University of Washington. Her research is primarily in crisis communications. Prior to her academic career, she spent 25 years as a feature writer at the Los Angeles Times and a news-writer, producer, and reporter for a Los Angeles network affiliated television station. She also headed nationwide publicity campaigns for NBC Television Network series, specials, and movies. She was vice-president of development and public relations for the Neighbors of Watts, an entertainment industry non-profit which raised funds for daycare centers in underprivileged areas of Los Angeles.

Chapter 1 Crisis Communications Today


Chapter 2: Crisis Communications Theory





Chapter 3: Communications to Prevent a Crisis





Chapter 4: Communications When the Crisis Strikes





Chapter 5: Social Media and Crisis Communications—





Chapter 6: Rumors and Cybercrises





Chapter 7: Textbook Cases


Case: Johnson & Johnson and the Tylenol Murders


Case: Exxon and the Valdez Oil Spill





Chapter 8: Culture Crises


Case: Saginaw Valley State University and the Theater Controversy


Case: AIDS in Africa


Case: Texas A&M University





Chapter 9: Environmental Crises


Case: Häagen Dazs and the Honey Bees.





Chapter 10: Natural Disasters


Case: New Orleans and Hurricane Katrina





Chapter 11: Transportation Crises (two new crises)


Case: Holland America Cruise Lines and Cruise Crises


Case: US Airways and the Emergency Landing in the Potomac





Chapter 12: Product Failure and Product Tampering


Case: Yuhan-Kimberly and Baby’s Wet Wipes


Case: Maple Leaf and the Battle Against Listeria


Case: Wendy’s and the Finger in the Chili





Chapter 13: Death and Injury Crises


Case: Columbine High School and the Shooting Tragedy


Case: Metro Transit: Driver Shot, Bus Flies Over a Bridge





Chapter 14 Individuals In Crisis





Chapter 15 The Crisis Communications Plan