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