Accountability

, 5, 15

Ahmed, Kamal

, 53

Bishop, Michael

, 8–9, 15

Blackhurst, Chris

, 47, 52

Blair, Luke

, 69

Blair, Tony

, 29

Bramall, Leigh

, 78

Branson, Sir Richard

, 5, 7, 15, 82

British Midland (BM)

, 8–9

Broadbent, Christopher

, 26

Browne, Lord

, 5

idea of ‘Beyond Petroleum’

, 7

Buffett, Warren

, 6

Burberry

, 37

Burke, James

, 7–8

Cameron, David

, 54

Campbell, Alastair

, 53

Carillion

, 42

Cartmell, Matt

, 21

Case examples of crisis communication management

Apple’s phone charger issue

, 108–109

British Airways, crisis communications of

, 104–105

Chevron’s apology

, 106

GM’s recall of cars

, 108

Merlin

, 109–110

Morrisons’ data breach

, 107–108

Oxfam

, 110–111

Samsung, crisis communications of

, 105

Starbucks’ tax issue

, 107

Terra Natura Zoo

, 103

Thomas Cook

, 106

United Airlines

, 110

VW’s diesel cheat device

, 109

Caulkin, Simon

, 52

CEO

, 75–76

declaring of crisis

, 59

as media spokesperson

, 61

performance, importance of

, 6–7, 10, 14, 16, 23, 30–31, 49, 64–65

Coad, Jonathan

, 57

Command and Control (Schlosser)

, 16

Contingency planning

division of categories

, 35–36

Lucretius principle

, 38

peripheral factors

, 38–39

reputational hazards

, 37

Worst of the Worst (WoW) Box

, 36

Crisis

, 10–11, 62

declaring

, 59–60

handling

, 24

preparation

, 16, 28–29

with preparation

, 13

stakeholder groups and

, 28

without preparation

, 13

Crisis communications

, 3–6, 10

action plan

, 60

apologies

, 50–51

comment and opinions from third parties

, 51

consequences of mis-managing

, 14–15

dark sites

, 63–64

to employees

, 42–43

expressing regret

, 73–76

follow up

, 69–70

getting advice from outside

, 20–21

golden hour

, 29, 64–65, 90

initial crisis statements

, 67–68

key crisis questions

, 22

lawyers’ point of view

, 55–57

leadership, role of

, 27

locations and resources for

, 61

managing using log

, 70

manual

, 62–63

media handling

, 42

need to react fast

, 23

operations and

, 61

planning

, 21–22

priorities

, 60

resources for

, 120–121

setting media timetable

, 29–30

in social media

, 89–92

spokespeople, role of

, 25, 81–85

training

, 32

TV interviews, handling of

, 70–73

See also Case examples of crisis communication management

Crisis communications team

, 60–61

preparing

, 62

Crisis-ready stakeholder list

, 41, 43–45

prioritising stakeholders using I/I Grid

, 43–44

Crocs

, 37

CSR

, 6

Cunningham, Admiral

, 11–12

Dao, Dr David

, 50

Dell, Michael

, 82

Dezenhall, Eric

, 31

Digital crisis, managing

, 92–94

being proactive

, 94

brand’s reputation and profile

, 93

brand tribe

, 93

dark site

, 94

digital influencers

, 93

location

, 93

plan for response

, 93

prepare team structure

, 94

staff awareness and training

, 93

Dong-Jin, Koh

, 105

Donnelly, James

, 16

Dot.com boom

, 4

Dunne, Steve

, 94

Elkington, John

, 5

Elliot, Jackie

, 67

Evaluation of crisis management

, 97–100

communications team performance

, 98–99

media coverage

, 98

reason for

, 100

spokespeople’s performance

, 99–100

Fankhauser, Peter

, 106–107

Fast Facts

, 63

Fukushima

, 38

‘Golden rules’ for handling a crisis

, 48

Green, Philip

, 82

I/I Grid

, 43–44

Initial crisis statements

, 67–68

Intangibles

, 6

Johnson, Paul

, 23

Johnson & Johnson (J&J)

, 7–8, 15

Kahneman, Daniel

, 15

Key decision makers (KDMs)

, 41, 98

Key opinion formers (KOFs)

, 28, 41, 60, 98

Khosrowshahi, Dara

, 15, 23

Lee, Ivy

, 4–5

Legal advice of crisis

, 55–57

Lucretius principle

, 38

Lutz, Bob

, 108

Ma Ailun

, 108

Mandelson, Peter

, 48

Manners, Crispin

, 24, 60

Marsh Consulting

, 29

Media lawyer

, 56, 69

Media relations team

, 32

Media reporting of crisis

, 47–48, 51–53

Morris, Trevor

, 22

Munoz, Oscar

, 50–51, 110

Myers, Sir Derek

, 30

Objective expert

, 4

Online, responding in

, 89–92

points considered

, 91

Philips, Dalton

, 107

Photographs

, 63

Polman, Sir Paul

, 5

PR consultants, in crisis situations

, 25–26

PR disaster

, 22, 48, 52

Professional communicators

, 22–23, 25

Rankin, Jennifer

, 104

Reactions to crises

, 4

Red Book

, 62–63, 118–120

Rogers, Danny

, 49

Ruddick, Graham

, 109

Sandberg, Alex

, 87

Sayle, Murray

, 47

Share price, effect of crisis communications on

, 14–15

Social media, responding in

, 78, 89–92

points considered

, 91

Sorrell, Sir Martin

, 6

Specialist media lawyer

, 56

Spokespeople for crisis communication

, 25, 81–85

CEO as

, 81–83

crisis-specific media training

, 83

language used

, 84

rehearsals and simulations

, 83–84

Spurgeon, Charles

, 25

Stakeholders

, 5, 87

checklist

, 115–117

crisis communications

, 10

opinion of

, 5

Taleb, Nassim Nicholas

, 38

Traverse-Healy, Tim

, 27–28

TV interviews

, 70–73

Tylenol

, 7–8, 66

Uber

, 15, 23

United Airlines crisis of April 2017

, 50

Varney, Nick

, 109–110

The Verification Handbook

, 90, 121

Warner, Jeremy

, 47, 52

Watson, Nick

, 73

Woods, Tiger

, 16, 38–39, 92

World Order (Kissinger)

, 16

Worst of the Worst (WoW) Box

, 36

Zetter, Lionel

, 86