Cover -- Copyright -- Contents -- About the authors -- Foreword -- Preface -- Acknowledgements -- Introduction -- Part 1 Risk Issues Management -- 1 Outside-in thinking -- Who can we trust? -- Consumer power and the rise of a non-governmental order -- Case study: Oxfam attacks Starbucks -- Dealing with risk -- Case study: MMR -- Handling the organizational response -- The advocacy approach -- Public consultation - building dialogue into the communications process -- The rise of the precautionary principle -- Case study: phthalates in toys -- Case study: Chinese takeaways hit North American and UK business -- Summary -- 2 Issues management defined -- What is issues management? -- What about the sceptics? -- What is an issue? -- Who should practise issues management? -- What are the functions of issues management? -- Summary -- 3 Planning an issues management programme - an issues management model -- Issue lifecycle -- Case study: Vioxx - never ignore the warning signs -- Case study: Monsanto wrecked brand and lost opportunity -- Case study: Arla product boycott in the Middle East - issues management planning needs to be global -- Case study: "Sony and Dell hell" - prevention is better than cure -- The importance of early action -- Case study: Ribena found wanting -- Summary -- 4 CSR: the new moral code for doing business -- Introduction -- The growing business imperative -- What constitutes good socially responsible corporate behaviour -- New business values -- Case study: BPs fall from grace -- CSR best practice policy development and management -- Summary -- 5 An issue ignored is a crisis ensured -- Case study: decommisioning the Brent Spar - implications for a global industry -- Case study: the story of Bernard Matthews, his turkeys and avian flu -- Case study: drug pricing in South Africa - the business perspective is not the only perspective.

Case study: business response to climate change - Wal Mart, Exxon, Virgin -- Case study: Celebrity Big Brother 2007 -- 6 Implementing an issues management programme -- Examples of issue management models and processes -- Summary -- Part 2 Crisis Management -- 7 So it hits the fan -now what? -- Case study: Cadbury salmonella outbreak -- Case study: the Asian tsunami and the travel industry -- Business crises -- Case study: Sayonara Citibank -- How the mighty fall -- Case study: Northern Rock on the rocks -- Case study: Piper Alpha catastrophe -- Case study: Paddington rail disaster -- CEOs are not infallible -- Case study: Marks & Spencer -- Product-related crises -- Case study: the Tylenol tale -- Case study: what took the fizz out of Perrier -- Case study: Coca-cola -- Who will have a crisis? -- What kind of crisis will happen? -- Case study: Mercury Energy turns off the power -- Summary -- 8 Perception is the reality -- A tale of three sorry tankers -- Case study: Exxon Valdez -- Case study: Braer -- Case study: Sea Empress in distress -- Summary -- 9 The media in crisis situations -- Case study: how an organization got it right -- Case study: how smaller businesses survive crisis -- Case study: Virgin train crash -- Gaining media support -- The media as an ally -- Case study: Thomas Cook coach crash -- Monitoring the media -- Summary -- 10 The legal perspective -- Legal pitfalls when communicating in crisis -- Case study: Herald of Free Enterprise -- So what us the lawyer's role in a crisis? -- Compensation -- Ex-gratia payments -- Summary -- 11 Planning for the unexpected -- Calm and positive thinking -- Deeds versus declarations -- Planning to manage the crisis -- Appointing the teams -- Communication hardware -- Crisis prevention -- Selecting team members -- Putting the plan in writing -- Testing everything -- Summary.

12 Crisis communications management -- Background information to seize the initiative -- Set up a press centre -- Managing the press conference -- Dealing with the television interview -- Coping with hundreds of telephone calls -- Responding to calls from relatives -- Case study: misinformation over mining deaths in Virginia - in a crisis no information is more important than correct information to families -- The news release -- Keeping employees informed -- Using your website -- The role of the emergency services -- When it is all over -- Summary -- References -- Index.