Acknowledgments Introduction The Approach Crisis Communication as a Field of Study The Canadian Perspective PART I: KEY CONCEPTS 1. Defining the Field Crisis Definitions The Problem of Crisis Definitions Stages of Crisis What's a Stakeholder? Individuals and Organizations What is the Role of Ethics in Crisis Communication? Ethical Theory The Importance of Trust 2. Crisis and Communities An Alternative Definition Discourse and Crisis Communication Community and Crisis Communication Political Communities Organized Sports Communities Entertainment Communities Legitimacy 3. The Role of the Media in Constituting a Crisis Mediated Society Crisis and News Values Effects of Agenda Setting on Crisis Media Framing and Effects on Crisis Ritual and Crisis Crisis, Mass Media, and Social Media PART II: PLANNING 4. Crisis Prevention Preventative Planning and Building Positive Relationships Crisis Prevention through Positive Organizational Cultures and Values Reputations, Images, and Crisis Damage Prevention Crisis Damage Limitation through Branding Case: Animal Cruelty Allegations at Marineland Case: Safety on a University Campus 5. Planning Are Some Crises Unexpected? Crisis Prevention through Effective Issues Management Limiting the Impact of a Crisis by Developing Buffers Crisis Management Plans to Deal with a Crisis if It Occurs Assessing the Threat Crisis Leadership and Spokespersons Case: Royal Bank of Canada Sparks Foreign Worker Crisis Case: Federal MP Uses Military Helicopter for Personal Trip 6. Business, Politics, Healthcare, and Science Crises Business Crises Political Crises Healthcare and Science Crises Case: Attacking the Customer over a Product Failure Case: Toronto Mayor Rob Ford and the Crack Cocaine Video 7. Sports, Entertainment, Social Media Crises Sports Crises Entertainment Crises Social Media Crises Case: A Baseball Player Uses a Homophobic Slur Case: Radio Host Fired After Comments PART III: RESPONSE 8.

Four Tenets of Response Openness Regular Communication Responding Quickly Consistency and Coherence Case: The BlackBerry Phone Outage of 2011 Case: A Listeria Outbreak at Maple Leaf Foods 9. Response Theory and Strategy Situational Crisis Communication Theory Image Repair Theory Strategies Apology--The King of Strategies? Apology--Legal and Political Concerns Combining Strategies Quantification of Strategies Case: Air Canada Breaks a Child's Wheelchair, Twitter Explodes Case: City of Hamilton Public Relations Initiative Fails 10. Response Considerations Communicating with the Mass Media Channels--Old and New Media Social Media Response Factors Narrative and Storytelling Getting Ahead and Attempting to Control the Narrative Dealing with Emotions Direct Political Communication Case: The Public Fall of Jian Ghomeshi Case: Crib Recall after Child Deaths PART IV: RECUPERATION 11. Evaluation and Application The End is Nigh--Maybe Renewal and Healing Theory Legitimacy Regained Learning Objective Measurements Channels and Spokesperson Review and Assessment Issues Management Redux Structural Change Inquiries and Investigations Rebuilding Image and Goodwill Rebranding Final Words References Index.