11 Can We Regain Trust? Reputation Rehabilitation

Chapters in this book

1. Frontmatter i
2. Contents vii
3. Introduction 1
4. I Prepare
5. 1 What Are the Common Themes? General Understandings Critical for Preparedness 5
6. 2 How Do We Prepare? Concrete Elements of Preparation 13
7. 3 What Is the Role of Corporate Culture? 31
8. II Execute
9. 4 Who Calls the Shots? Governance and Organizational Aspects 35
10. 5 Can We Afford This? Financial Aspects 49
11. 6 What About Those Lawyers? Legal Aspects 57
12. 7 What Do We Say? Communications Aspects 71
13. 8 What About Our People? Human Resources Aspects 91
14. 9 What About That Apology? A Multifaceted Issue 97
15. III Recover
16. 10 Why Did It Happen? Root Cause Analysis 101
17. 11 Can We Regain Trust? Reputation Rehabilitation 107
18. IV Repeat
19. 12 Did We Learn Anything? Assessment of Lessons Learned from Our Handling of the Crisis 121
20. V Other Organizations
21. 13 What’s Different for Private Companies? 129
22. 14 What’s Different for Universities and Other Not-for- Profits? 135
23. VI The COVID-19 Pandemic
24. 15 Observations on Public Company Responses 143
25. VII Conclusion
26. 16 What Questions Should We Be Asking? 153
27. Acknowledgments 161
28. Appendix A The Tylenol Murders 163
29. Appendix B Other Books About Crisis Communications 165
30. Notes 171
31. Index 181
32. About the Authors 193