Contents - Keeping Cool in the Hot Seat

from Judith C. Hoffman, Keeping Cool on the Hot Seat: Dealing Effectively with the Media in Times of Crisis, 5th ed. (Four C's 2011)

Acknowledgments

Foreword

I. Preparing for a Crisis

1. When Something Goes Wrong
2. What Is a Crisis?
3. Categories of Crisis
4. The Value of a Crisis Communications Plan

II. Organizing to Handle a Crisis Effectively

5. Identifying a Spokesperson
6. Assembling Your Crisis Management Team (CMT)
7. Putting Your CMT to Work

III. Understanding Your Audiences

8. Identifying Your Audiences
9. Understanding a Journalist's Priorities
10. The Difference between Supporters and Splenetics
11. Addressing the Public's Core Values
12. A Mid-Course Summary
13. The 10 "C's" of Good Crisis Communication

IV. Working with the Press

14. The Two "C's" to Avoid
15. "No Comment" Is a No-No
16. Going "Above and Beyond"
17. Strive for "One-Day, Local-Only" Coverage

V. Developing and Presenting Your Messages

18. Being Prepared for Questions
19. Creating "Must Air" Messages
20. "Sound Bites": The Key to Memorable Messages
21. Putting It All Together
22. Offering Written Materials
23. Avoiding Reporter Tricks and Traps

VI. Never Underestimate the Power of Body Language

24. What Is Body Language?
25. If It's Not For You, It's Against You
26. Considering Your Options if Misquoted or Maligned

VII. Post-Crisis Considerations

27. Practice or Perish
28. Keeping Cool on the Hot Seat

VIII. Dangers and Opportunities in Past Crises

29. Crisis Response to Dumb Decisions
30. What the Catholic Church Did Wrong
31. What Can We Learn from Martha Stewart?
32. What Rudy Guiliani Did Right after the World Trade Center Attacks
33. Consider Your Vulnerabilities
34. Lessons Learned from Crises of 2004–2007
35. More Lessons Learned in 2008–2011
36. Social Media—Learn to Embrace It

Epilogue: A Case in Point

Appendix: A Generic Statement

Index

Suggested Resources