18. Crisis management consulting: An emerging field of study
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Winni Johansen
Abstract
Organizations often look for external crisis management expertise among (crisis) communication and management agencies when they need assistance before or during a crisis. Crisis consultants publish books to promote their work and the importance of crisis management competencies, whereas research publications within crisis consulting are scarce. This chapter seeks to present and reflect upon crisis consulting theory and practice. It introduces to the difference between consulting and advising, and between management consulting and crisis management consulting. Furthermore, the chapter introduces to the few research studies that have been conducted within crisis consulting; it examines the perceptions and activities of crisis consulting as presented by crisis consulting practitioners on their agency websites, in popular crisis management books, and during interviews, and it briefly discusses the future of crisis consulting.
Abstract
Organizations often look for external crisis management expertise among (crisis) communication and management agencies when they need assistance before or during a crisis. Crisis consultants publish books to promote their work and the importance of crisis management competencies, whereas research publications within crisis consulting are scarce. This chapter seeks to present and reflect upon crisis consulting theory and practice. It introduces to the difference between consulting and advising, and between management consulting and crisis management consulting. Furthermore, the chapter introduces to the few research studies that have been conducted within crisis consulting; it examines the perceptions and activities of crisis consulting as presented by crisis consulting practitioners on their agency websites, in popular crisis management books, and during interviews, and it briefly discusses the future of crisis consulting.
Kapitel in diesem Buch
- Frontmatter I
- Preface to Handbooks of Communication Science series V
- Acknowledgements IX
- Contents XI
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Section I – Introducing the field
- 1. General introduction 1
- 2. A brief history of crisis management and crisis communication: From organizational practice to academic discipline 17
- 3. Reframing the field: Public crisis management, political crisis management, and corporate crisis management 59
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Section II – Between text and context
- 4. Image repair theory 105
- 5. Situational crisis communication theory: Influences, provenance, evolution, and prospects 121
- 6. Contingency theory: Evolution from a public relations theory to a theory of strategic conflict management 141
- 7. Discourse of renewal: Understanding the theory’s implications for the field of crisis communication 165
- 8. Making sense of crisis sensemaking theory: Weick’s contributions to the study of crisis communication 177
- 9. Arenas and voices in organizational crisis communication: How far have we come? 195
- 10. Visual crisis communication 213
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Section III – Organizational level
- 11. To minimize or mobilize? The trade-offs associated with the crisis communication process 237
- 12. Internal crisis communication: On current and future research 259
- 13. Whistleblowing in organizations 279
- 14. Employee reactions to negative media coverage 299
- 15. Crisis communication and organizational resilience 319
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Section IV – Interorganizational level
- 16. Fixing the broken link: Communication strategies for supply chain crises 343
- 17. Reputational interdependence and spillover: Exploring the contextual challenges of spillover crisis response 363
- 18. Crisis management consulting: An emerging field of study 375
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Section V – Societal level
- 19. Crisis and emergency risk communication: Past, present, and future 401
- 20. Crisis communication in public organizations 419
- 21. Communicating and managing crisis in the world of politics 439
- 22. Crisis communication and the political scandal 461
- 23. Crisis communication and social media: Short history of the evolution of social media in crisis communication 477
- 24. Mass media and their symbiotic relationship with crisis 493
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Section VI – Intersocietal level
- 25. Should CEOs of multinationals be spokespersons during an overseas product harm crisis? 511
- 26. Intercultural and multicultural approaches to crisis communication 523
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Section VII – Critical approaches
- 27. Ethics in crisis communication 543
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Section VIII – The future
- 28. The future of organizational crises, crisis management and crisis communication 565
- Biographical sketches 571
- Index 581
Kapitel in diesem Buch
- Frontmatter I
- Preface to Handbooks of Communication Science series V
- Acknowledgements IX
- Contents XI
-
Section I – Introducing the field
- 1. General introduction 1
- 2. A brief history of crisis management and crisis communication: From organizational practice to academic discipline 17
- 3. Reframing the field: Public crisis management, political crisis management, and corporate crisis management 59
-
Section II – Between text and context
- 4. Image repair theory 105
- 5. Situational crisis communication theory: Influences, provenance, evolution, and prospects 121
- 6. Contingency theory: Evolution from a public relations theory to a theory of strategic conflict management 141
- 7. Discourse of renewal: Understanding the theory’s implications for the field of crisis communication 165
- 8. Making sense of crisis sensemaking theory: Weick’s contributions to the study of crisis communication 177
- 9. Arenas and voices in organizational crisis communication: How far have we come? 195
- 10. Visual crisis communication 213
-
Section III – Organizational level
- 11. To minimize or mobilize? The trade-offs associated with the crisis communication process 237
- 12. Internal crisis communication: On current and future research 259
- 13. Whistleblowing in organizations 279
- 14. Employee reactions to negative media coverage 299
- 15. Crisis communication and organizational resilience 319
-
Section IV – Interorganizational level
- 16. Fixing the broken link: Communication strategies for supply chain crises 343
- 17. Reputational interdependence and spillover: Exploring the contextual challenges of spillover crisis response 363
- 18. Crisis management consulting: An emerging field of study 375
-
Section V – Societal level
- 19. Crisis and emergency risk communication: Past, present, and future 401
- 20. Crisis communication in public organizations 419
- 21. Communicating and managing crisis in the world of politics 439
- 22. Crisis communication and the political scandal 461
- 23. Crisis communication and social media: Short history of the evolution of social media in crisis communication 477
- 24. Mass media and their symbiotic relationship with crisis 493
-
Section VI – Intersocietal level
- 25. Should CEOs of multinationals be spokespersons during an overseas product harm crisis? 511
- 26. Intercultural and multicultural approaches to crisis communication 523
-
Section VII – Critical approaches
- 27. Ethics in crisis communication 543
-
Section VIII – The future
- 28. The future of organizational crises, crisis management and crisis communication 565
- Biographical sketches 571
- Index 581
