Crisis Communication A Stakeholder Approach
This timely book explores crises as an inevitable part of modern society, which causes ramifications not only for organisations, but also for a diverse range of stakeholders. Addressing the need for organisations to be guided by a stakeholder-oriented app
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Martin N. Ndlela
Crisis Communication
Martin N. Ndlela
Crisis Communication A Stakeholder Approach
Martin N. Ndlela Inland School of Business and Social Sciences Inland Norway University of Applied Sciences Elverum, Norway
ISBN 978-3-319-97255-8 ISBN 978-3-319-97256-5 (eBook) https://doi.org/10.1007/978-3-319-97256-5 Library of Congress Control Number: 2018950483 © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer International Publishing AG, part of Springer Nature 2019 This work is subject to copyright. All rights are solely and exclusively licensed by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Cover illustration: © Harvey Loake This Palgrave Pivot imprint is published by the registered company Springer Nature Switzerland AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Contents
1 Introduction 1 In the Era of Crisis 1 Defining Organizational Crisis 4 Characteristics of Organizational Crisis 5 Crisis Typologies 6 Crisis Management: A Strategic Process 8 Crisis Communication 9 Stakeholder Approach to Crisis Management 12 Conclusion 13 References 13 2 Stakeholder Approaches in Crisis Management 15 Introduction 15 Stakeholder Theories and Crisis Management 16 Stakeholder Management Process 19 Stakeholder Management Model 20 Stakeholder Mapping 21 Identifying Stakeholders 22 Analysing Stakeholders 24 Planning Stakeholder Communications 25 Engaging Stakeholders 26 Criteria for Stakeholder Mapping 26 Primary and Secondary Stakeholders 26 Internal and External Stakeholders 28 v
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Contents
Organizational Linkage Model 28 Stakeholder Influence and the Matrix Model 29 Situational Theory of Publics 31 Mapping Stakeholders by Attitude 32 Stakeholder Communication Plans 33 Conclusion 34 References 34 3 A Stakeholder Approach to Issues Management 37 Why a Stakeholder A
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