Anthonissen Р.F. Crisis communication: practical public relations strategies for reputation management and company survival
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analysing the competition
50–51
brand imagery 51–52
core values 51
external audiences 51
measuring results 53
reality checks 53–54
strategic road map 52–53
tactical tool kit 52
reaching the audience 48
‘reputational capital’ 45
and ‘spin’ 44
and stories 49, 51–52
Richmond 21
Ries, Al 48, 49
risk insurance 191–94
risk management
and brand value 190
and company governance
195–96
cost of a crisis 191–94, 192
and public opinion 188–90
risks to brand image 191
role of risk managers 187–88
speed of communication
194–95
Rolls-Royce 19, 20
RSS feeds 174
Samsung 190
Sarbanes–Oxley Act 187, 195
shareholder activism 77–79
Shell 11–12, 190, 195
Singapore Airlines 57
stakeholders 10, 39
Star Alliance 58
strikes 8
Suez 195
Superquinn
case study 66–71
Swiss Air 56–57
technological progress 9
terrorist attacks
9/11 terrorist attacks, New York
23
Lockerbie bombing 22
London tube bombings 23
Madrid train bombings 23
Oklahoma bombing 22
Tokyo subway gas attack 23
Three Mile Island nuclear disaster
158
tobacco industry 21, 92–93
Brown and Williamson 92–93
Camel 21
Marlboro 21
Richmond 21
Tokyo subway gas attack 23
Townsend Thoresen 9
Tricolour oil spill 7
tsunami, South Asia 7, 55, 59, 60
Tyco 74
Tylenol affair, the 12–14, 15, 66
UNESDA 111
Unilever 19, 111
Union Carbide 15, 158
Vinci 195
Wendy’s Hamburgers
case study 93–95
World Bank 10
World Trade Organization 10
WorldCom 74
Wyeth 104
Yahoo! 8
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Index