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The Four Stages of Highly Effective Crisis Management: How to Manage the Media in the Digital Age Paperback – Mar 14 2011


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Product Details

  • Paperback: 320 pages
  • Publisher: CRC Press (March 14 2011)
  • Language: English
  • ISBN-10: 1439853738
  • ISBN-13: 978-1439853733
  • Product Dimensions: 2.3 x 16.5 x 24.8 cm
  • Shipping Weight: 590 g
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: #314,055 in Books (See Top 100 in Books)
  • See Complete Table of Contents


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By Robert Morris HALL OF FAMETOP 10 REVIEWER on Aug. 24 2011
Format: Paperback
Decades ago, one of the co-founders of the firm we now know as Hill & Knowlton, John Hill, explained that public relations should be "truth, well-told." That has not always been the case but Hill's description remains valid. Jane Jordan-Meier obviously agrees. The subtitle of her book, "How to Manage the Media in the Digital Age," correctly suggests that when a crisis occurs, effective reputation management is imperative. Hence the importance of having a cohesive and comprehensive plan in place when a crisis occurs. Regrettably, many organizations do not have such a plan. That is why Jordan-Meier wrote this book: To provide in a single source just about everything executives needs to know about crisis media management.

The material is carefully organized within Five Sections, followed by (count `em) ten appendices that provide invaluable support material on subjects ranging from a "Guideline for Briefing Spokespeople" to advice about "Social Media Embracing the Opportunities, Averting the Risks." V provides a "Summary" section at the conclusion of each chapter. This material will facilitate, indeed accelerate frequent review of key points. I also appreciate Jordan-Meier focus on how to help her reader achieve these learn objectives

o What is a crisis, what triggers it, and what is its probable impact?
o What is the proper role of the media?
o What are the stages of a crisis situation and what must each accomplish? How?
o Who should - and should nit - be spokespersons? Why?
o By what criteria should the CEO's role be determined?
o How best to formulate and then manage policy guidelines?
o How best to prepare for a media interview?
o What are the most important do's and don'ts when being interviewed?
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: 6 reviews
3 of 3 people found the following review helpful
How to come out looking good from a crisis June 16 2011
By Robert Selden - Published on Amazon.com
Format: Paperback
"The Four Stages of Highly Effective Crisis Management: How to Manage the Media in the Digital Age" is a full-blown training course in a book. Author Jane Jordan-Meier has used her vast experience in the media, PR and media-management to craft a resource that will be invaluable to all who face, or may have to face, a crisis.

Jordan-Meier draws on the extensive crisis-management research (particularly post 9/11) to show that patterns of media reporting (in all types of media) provide some future predictability in how future crises may be covered. This research also shows that news coverage of a crisis follows specific narratives and the public, perhaps unknowingly, expect "certain narratives to appear at certain times".

Based on this research and her media experience, Jordan-Meier has identified four stages that all crises go through. With press and media examples, personal insights, and tips and suggestions, she then shows how to plan for and manage each stage of a crisis.

For some unknown reason, I thought this might be a difficult book to review. It's not. The book is well set out. Chapters are short and well structured. Most importantly, there are plenty of examples to illustrate key points. Many of these examples are stories that we all know and have lived through - 9/11, Fort Hood shootings, Exxon Valdez, BP oil spill - to name just a few. With these personal experiences, it's very easy for the reader to see where the author's methodology and techniques were working, were partially applied, or were not applied at all.

The book is set out in five sections starting with crisis definition and the role of the media, through to engaging with the media and concluding with communication rules and tools. I particularly like Section II, Steps of a Crisis. Here the author shows how we can best manage through each of the stages, or in the case of the dreaded stage 3, how effective crisis planning and management can assist us to skip straight to stage 4. This section provides structure and context for the remainder of the book. For example, how selecting the most appropriate spokesperson and managing interviews effectively, can influence the public's perception of how the crisis is being managed. There's also an extensive appendix with sample forms, policies and resources.

The roles, and management of all the various forms of social media in a crisis, are also very thoroughly outlined.

I've no doubt that every good communication professional will read and gain from this book. So should every good CEO. For as Jordan-Meier points out, the "credibility factor for CEOs (2010 Edelman Trust Barometer) was 40%" only slightly above politicians at 35%, so surely a ready-made market. Highly recommended.

Reviewed by: Bob Selden, What To Do When You Become The Boss: How new managers become successful managers
2 of 2 people found the following review helpful
Read it BEFORE the crisis hits! - Practical and actionable May 29 2011
By Keen Bean - Published on Amazon.com
Format: Paperback
This book ticks all the boxes - it's well grounded in crisis communication theory, it's written with a clear understanding of adult learning, and it's incredibly practical and actionable, making it an easy book to get a lot of actionable stuff out of to help you be better prepared for your next crisis - before it comes.

It would be a rare executive who didn't get something out of this book. As well as helping the reader map out what a crisis is and how it might progress, the book includes lots of practical advice on finding your path out the other side, with immediately actionable items as well as plenty of food for thought to shape how you might handle your "next" crisis. It also includes useful and "crisis focused" introductions to social media for those who aren't au fait with it or have been paying others to tweet for them (eg your CEO?), excellent interview-handling advice, advice on selecting and preparing spokespeople and so on. The bonus is that the writing style and layout contribute to an easy read, so you know you (or the person you pass it on to) can dip in and out and get a lot out of it without having to commit to wading through great swathes of text (which is harder to get around to when you're busy!).

As I've got my fair share of "crisis-scars", I read this book from the perspective of a crisis management professional looking for something that I could pass on to clients, CEOs and junior communication professionals as an overview of the topic. I was impressed! - having finished it, I bought a few more copies to pass on to others - that's as good as it gets.
1 of 1 people found the following review helpful
Best in learning to deal w/media in a crisis Dec 13 2011
By cksyme - Published on Amazon.com
Format: Paperback
Jane Jordan-Meier give us what I think is the best resource on understanding and dealing with the cycle of crises. There are a lot of books about media training and how to manage a crisis, but this one is an in-depth look at how the media operates in a crisis,and how to respond. Her company's "four stages of a crisis" are an excellent description of what to expect the media to do in each stage of a crisis and what you should be doing in each stage. Lots of good case studies. Only drawback is the social media section--there is already some information there that is out-dated, and some advice I don't particularly agree with, esp. the use of dark Facebook groups in a crisis. But overall, I think this is the best resource we have to date in dealing with the media in a crisis. She has the experience and the knowledge--I would recommend buying and devouring. It will be a good resource as you craft a crisis communications plan. The first real good resource that tackles the digital end of crisis communications intelligently and systematically.
1 of 1 people found the following review helpful
"Truth, well-told" and carefully managed Aug. 24 2011
By Robert Morris - Published on Amazon.com
Format: Paperback
Decades ago, one of the co-founders of the firm we now know as Hill & Knowlton, John Hill, explained that public relations should be "truth, well-told." That has not always been the case but Hill's description remains valid. Jane Jordan-Meier obviously agrees. The subtitle of her book, "How to Manage the Media in the Digital Sage," correctly suggests that when a crisis occurs, effective reputation management is imperative. Hence the importance of having a cohesive and comprehensive plan in place when a crisis occurs. Regrettably, many organizations do not have such a plan. That is why Jordan-Meier wrote this book: To provide a single source just about everything a C-level executive needs to know about crisis media management.

The material is carefully organized within Five Sections, followed by (count `em) ten appendices that provide invaluable support material on subjects ranging from a "Guideline for Briefing Spokespeople" to advice about "Social Media Embracing the Opportunities, Averting the Risks." Jordan-Meier provides a "Summary" section at the conclusion of each chapter. This material will facilitate, indeed accelerate frequent review of key points. I also appreciate Jordan-Meier's focus on how to help her reader achieve these learning objectives:

o What is a crisis, what triggers it, and what is its probable impact?
o What is the proper role of the media?
o What are the stages of a crisis situation and what must each accomplish? How?
o Who should - and should nit - be spokespersons? Why?
o By what criteria should the CEO's role be determined?
o How best to formulate and then manage policy guidelines?
o How best to prepare for a media interview?
o What are the most important do's and don'ts when being interviewed?
o What are unique challenges - and opportunities - associated with different types of interviews?

In Section V: Communication - Rules and Tools, Jordan-Meier consolidates the most important information, insights, and advice; also, she includes some boilerplate material and specific recommendations concerning relations with social media.

In my opinion, the material that will be of greatest value to two groups: C-level executives who authorize and must approve a crisis media plan (or revisions thereof) and those who are charged with formulating such a plan and then updating it as needed. There is another book that I strongly recommend be read in combination with this one, if possible: Peter Meyers and Shann Nix's As We Speak: How to Make Your Point and Have It Stick.
1 of 1 people found the following review helpful
A must read for all private and public corporations and government agencies! April 21 2011
By Gloria E. Collins - Published on Amazon.com
Format: Paperback Verified Purchase
This book is a must read for owners, officers, managers and key employees of any public or private business. Emergencies happen. Unplanned consequences of natural or man-made disasters can bring a business to its knees. I have been there. This book provides an outstanding, comprehensive plan that will keep you and your business focused on what is important during any emergency. You will be prepared and ready to face the media, your customers, your employees, the world, with the truth, in your own words.

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