Overview

Protect your brand's reputation and maintain public confidence by successfully managing everyday incidents and issues and preventing them from escalating into a corporate crisis. For most companies and communicators, dealing with a full-blown crisis is few and far-between. Every day, however, they are faced with various types of problems, challenges and incidents, which include customer complaints, campaign failure, staff comments and online criticism. Everyday Communication Strategies shows how to effectively contain these emerging situations and prevent them from destabilizing a business and impacting consumer confidence. It presents an easy-to-follow blueprint to ensure that identification can effectively move into intervention and action and explores how to develop appropriate messaging, work with the media and manage social media to minimize negative publicity and attention. Also covering how to build resilience and make effective decisions under pressure, it is supported by tips, checklists and flowcharts, as well as a range of case studies and examples from organizations including KPMG, Jo Malone and General Mills. Everyday Communication Strategies is an indispensable guide to averting a crisis and preventing your business or brand from being plunged into a reputational storm.

Full Product Details

Author:   Amanda Coleman
Publisher:   Kogan Page Ltd
Imprint:   Kogan Page Ltd
Dimensions:   Width: 15.80cm , Height: 1.60cm , Length: 23.40cm
Weight:   0.405kg
ISBN:  

9781398606975

ISBN 10:   1398606979
Pages:   264
Publication Date:   03 November 2022
Audience:   College/higher education ,  Professional and scholarly ,  Tertiary & Higher Education ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Chapter - 01: What is issues management?; Chapter - 02: Creating the structure for issues response; Chapter - 03: Ethics, principles and reputation; Chapter - 04: Finding the right words; Chapter - 05: Working with the media; Chapter - 06: Managing social media; Chapter - 07: Effective decision making under pressure; Chapter - 08: Learning from issues and incidents; Chapter - 09: Incident scenarios to consider; Chapter - 10: Bringing things together and what to take away

Reviews

This is a first-class issues management book. Informed and authoritative, this step-by-step guide is packed with examples and exercises. Practitioners should keep it by their side and read it repeatedly. -- Anne Gregory * Emeritus Professor of Corporate Communication, University of Huddersfield * The book you are holding is a real masterpiece and a precise guide on communicating professionally in the modern world. Amanda Coleman expertly structures her messages and makes each sentence of this book invaluable. It advises you on boosting your business as well as preventing a communications crisis. When you close the last page of the book, you will keep it on your desk or bedside as a daily consultant in your business. -- Maxim Behar * CEO, M3 Communications Group, Inc and President, World Communication Forum Association * Amanda Coleman has lived and breathed issues management throughout her professional life. This excellent and detailed book is both comprehensive and enormously helpful. It provides a great step-by-step approach to managing the issues communicators face every day in their roles - and making sure that they do not blow up into something more serious. -- Jim Donaldson * CEO UK and Middle East, FleishmanHillard UK * An excellent follow up to her outstanding book Crisis Communication Strategies. Amanda Coleman provides an indispensable guide for public relations and communications pros on the best practices for handling issues and decision making to avoid the crisis stage. I encourage both novices and old hats to add this book to their practice! -- Bob Jensen * Senior Managing Director, Strat3, former Principal Deputy Assistant Secretary, US Department of Homeland Security and White House spokesperson * One of the most useful books on the subject and it is great to see Amanda Coleman cast her expert eye over issues management. This is a compendium of valuable and constructive advice on how to prepare for and deal with issues from an organizational perspective and, in doing so, prevent crises and protect reputations and relationships. It is full of top tips and relevant case studies. I found the sections on messaging, team structures and decision making under pressure particularly useful. -- Ben Verinder * reputation research agency owner and lead assessor for Chartered PR status * Skilful PR is vital in a crisis, but requires being prepared, with thorough plans and strategies in place. Critically though, it also plays a key role in avoiding that crisis in the first place. In this authoritative book, Amanda Coleman sets out a common-sense and comprehensive approach to issues management, providing outstanding guidance that will be relevant to everyone in our industry. A must-read for anyone working in reputation management. -- Francis Ingham MPRCA * Director General, PRCA and Chief Executive, ICCO * Amanda Coleman's book is an essential manual for reputation management in times of constant crises. Providing a 360-degree overview on current crisis trends and real-life examples on possible crisis scenarios, this book will help you rewrite your crisis plan and protect your reputation in a polarized world. -- Kosta Petrov * Founder and Managing Director, P World *

"""This is a first-class issues management book. Informed and authoritative, this step-by-step guide is packed with examples and exercises. Practitioners should keep it by their side and read it repeatedly."" * Anne Gregory, Emeritus Professor of Corporate Communication, University of Huddersfield * ""The book you are holding is a real masterpiece and a precise guide on communicating professionally in the modern world. Amanda Coleman expertly structures her messages and makes each sentence of this book invaluable. It advises you on boosting your business as well as preventing a communications crisis. When you close the last page of the book, you will keep it on your desk or bedside as a daily consultant in your business."" * Maxim Behar, CEO, M3 Communications Group, Inc and President, World Communication Forum Association * ""Amanda Coleman has lived and breathed issues management throughout her professional life. This excellent and detailed book is both comprehensive and enormously helpful. It provides a great step-by-step approach to managing the issues communicators face every day in their roles - and making sure that they do not blow up into something more serious."" * Jim Donaldson, CEO UK and Middle East, FleishmanHillard UK * ""An excellent follow up to her outstanding book Crisis Communication Strategies. Amanda Coleman provides an indispensable guide for public relations and communications pros on the best practices for handling issues and decision making to avoid the crisis stage. I encourage both novices and old hats to add this book to their practice!"" * Bob Jensen, Senior Managing Director, Strat3, former Principal Deputy Assistant Secretary, US Department of Homeland Security and White House spokesperson * ""One of the most useful books on the subject and it is great to see Amanda Coleman cast her expert eye over issues management. This is a compendium of valuable and constructive advice on how to prepare for and deal with issues from an organizational perspective and, in doing so, prevent crises and protect reputations and relationships. It is full of top tips and relevant case studies. I found the sections on messaging, team structures and decision making under pressure particularly useful."" * Ben Verinder, reputation research agency owner and lead assessor for Chartered PR status * ""Skilful PR is vital in a crisis, but requires being prepared, with thorough plans and strategies in place. Critically though, it also plays a key role in avoiding that crisis in the first place. In this authoritative book, Amanda Coleman sets out a common-sense and comprehensive approach to issues management, providing outstanding guidance that will be relevant to everyone in our industry. A must-read for anyone working in reputation management."" * Francis Ingham MPRCA, Director General, PRCA and Chief Executive, ICCO * ""Amanda Coleman's book is an essential manual for reputation management in times of constant crises. Providing a 360-degree overview on current crisis trends and real-life examples on possible crisis scenarios, this book will help you rewrite your crisis plan and protect your reputation in a polarized world."" * Kosta Petrov, Founder and Managing Director, P World *"

Author Information

Amanda Coleman runs a consultancy which specializes in crisis communication. She has over two decades' experience in managing crises and was previously the Head of Corporate Communications for Greater Manchester Police. A regular international conference speaker, she has written articles in the Crisis Response Journal, CIPR Influence and PR Week. A senior associate with the Centre for Crisis and Risk Communication, she is also Chair of Emergency Planning Society Communication Professional Working Group. Based near Manchester, UK, she is the author of Crisis Communication Strategies, also published by Kogan Page.

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