Cover -- Contents -- List of figures, examples and case studies -- About the authors -- Introduction -- Part I: Understanding Crises and the Theory of Communication -- 1 Understanding crises -- 2 Elements of crisis management -- 3 Stakeholders and audiences -- 4 Third-party endorsement -- 5 Communications in a crisis -- 6 Science versus emotion -- 7 How the media works -- 8 Single-issue lobby groups -- 9 Lobbying -- 10 The price of failure -- Part II: Practical Crisis Communication -- 11 Practical steps to prepare for a crisis -- 12 Internal audiences -- 13 The spokesperson -- 14 The crisis team -- 15 Crisis planning and whistle-blowing -- Part III: Appendices -- 1 The crisis team and crisis centre -- 2 The spokesperson -- 3 Training -- 4 Media handling -- 5 Complaints against the media -- 6 Information technology -- 7 Crisis and the World Wide Web -- 8 County Major Civil Emergency Plan -- 9 Situations -- 10 Crime -- 11 Call centres -- 12 Community groups -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- K -- L -- M -- N -- O -- P -- Q -- R -- S -- T -- U -- V -- W -- Z.