Higher Education

Crisis in Organizations II, 2nd Edition

  • Laurence Barton DeVry Institute of Technology, Phoenix, Arizona
  • ISBN-10: 0324024290  |  ISBN-13: 9780324024296
  • 304 Pages
  • Previous Editions: 1993
  • © 2001 | Published
  • College Bookstore Wholesale Price = $105.75



Crisis in Organizations is the most definitive and thorough work in the field of crisis management, providing detailed research and sound advice on preventing and managing crisis. Readers explore the array of incidents that face managers and organizations in crisis through a thoughtful blend of academic case studies and practitioner insights. An analysis of over 1400 disasters was completed in creating Crisis in Organizations to allow the reader to benefit from the learning curve of those confronted with real crisis.

Table of Contents

1. THE CRISIS PRIMER. What I''ve Learned. The Author''s Personal Story. From Chaos to Normalcy. 2. RECOGNIZING A CRISIS SITUATION. The Strategy of Crisis Management: A Team Approach - Senior Administration; Technical Operations; Public Affairs; Public Relations; Consumer Affairs; Investor Relations; Advertising. Who''s in Charge? Chances Are. The Fault, Dear Brutus, Is Not in Our Stars, But in Ourselves. Case Study: Three Mile Island: The Impossible Accident Becomes Possible. Case Study: A White House in Disarray. Case Study: Exxon: No One Is in Control. Review Questions. 3. ANTICIPATING CRISIS IS A TOOL OF SMART MANAGEMENT. Assessing Risk. What Could Harm Us? Who''s Ready for Crisis? - Assessing Crisis Preparedness; Private Companies: Different Risks; Warning Signals; Who Owns the Radar?; Communication Channels; Risk Associated with the Product or Service. Review Questions. 4. PUBLIC OPINION AND CRISIS: FROM MAIN STREET TO WALL STREET. The Influence of Public Opinion. Public Relations Is Born. Reporters as Messengers. Modern History and Crises - John F. Kennedy: An Amalgam of Intelligence and Rhetoric; Bill Clinton: Manic-Depressive Crisis Management. Meet the Press. A New Citizen Activism. The Proactive Company and Reactive Manager. Review Questions. 5. SOUND BITES: EFFECTIVE COMMUNICATION WHEN "IT" HITS THE FAN. What''s a Nice Company Like Yours Doing in a Headline Like This? -- Stakeholders; Goal; Message; Who Will Speak?; Audience-Centric Thinking. Three Questions Asked in Every Crisis. Evaluating Your Crisis Response. Tools of Crisis Response -- Press Releases; Press Kits; News Conferences; Meet the Press: Preparation Is the Key. Tools of Crisis Communication -- Video News Releases (VNRs). The Legality of Crisis Communication. Review Questions. 6. WHAT WILL WE TELL OUR EMPLOYEES? Employees: The Hidden Asset. Communicate Before a Crisis. Telling the Truth, Telling It Quickly. When Should the Organization Communicate with Employees? The Right Staff. Employee Activism and Lawsuits. Communicating Bad News. Review Questions. 7. MANAGING OTHER COMPLEX CRISES. Market Risk Is Still a People Problem. Sell That Stock! Investors Are the Pulse. Who Cares? Communicating with Investors. Product Controversies. Recalls Cause Financial and Reputation Harm. General Motors: "Make Them Pay" -- A Classic: The Tylenol Recall; Tampons Under Scrutiny; Perrier: Managing a Recall Across the Atlantic. Product Boycotts. Taking Charge During Product Problems. Who Listens to Rumors? Unfortunately, A Lot of Us. Not in My Backyard. Strike One! Preparing for a Strike. Service Disruption. Review Questions. 8. CRIME: A GROWING MENACE FOR BUSINESS. The Lessons of Littleton. Signals. The Long Island Massacre. Unabomber: Another Loner Kills. Why Intuition Matters. Security at Work: Is There Any? Luby''s: A Restaurant as Victim. Resources on Crime and Helping Victims. Internet and Computer Crime. Terrorism: Death by Politics. Interview: Edward V. Badalato -- Companies Are a Major Target for Counterintelligence and Theft. How Could Japan Ignore the Enemy Within? Review Questions. 9. CRISIS AND THE ENVIRONMENT. Corporations Change Their Tune -- Love Canal: A Neighborhood at the Nucleus of Crisis; Chernobyl: A Complete Accounting Could Take Centuries. Regulatory Enforcements as Deterrent. Responding to Environmental Abuse. Ecoterrorism. Case Study: The City of Love Needs More Than a Hug. Review Questions. 10. WEATHER AS A CRISIS FORCE. Why Care About Weather? Advances Made in Early Warning. A Single Day: Despair, Hope. Technology Advancements Help with Emergencies. Interview: Richard Masoner -- "The City Crumbled...Broken Beyond Repair". Review Questions. 11. THIS IS HOSPITALITY? Who''d Want To Leave Home? Other Travel Risks. "Coke Cannot Seem To Do Anything Right". Hotels: Ground Zero? Review Questions. 12. PREPARING MANAGERS FOR CRISIS: SIMULATING AND TESTING. The Crisis Management Team -- Attorney; Public Relations Coordinator; Technical Resources; Controller; IT Manager; Regulatory or Public Affairs Expert; Office of CEO. Phase One: Fact Finding. Phase Two: Risk Assessment -- Role-Play in Action; Synergy: A Meeting of the Minds. Phase Three: Communicating with Stakeholders. The Crisis Response Center. Personal Response to Crisis. Stress Points in a Crisis. Review Questions. APPENDIX A. CRISIS MANAGEMENT PLAN TEMPLATE. Table of Contents. Acknowledgment. Your Crisis Team Must Be Reachable 24/7! Your Trade Association and Other Key Partners. What Could Go Wrong? The Crisis Log. These People Also Matter! Crisis Report. Who Called? What Do They Want? Public Inquiry. Information Systems (IS) Emergency Plan. News Media Inquiry. "All Politics Is Local." Customer Communication. Additional Target Audiences and Categories. Three Questions You Must Answer in Every Crisis. Chemicals: A Unique Crisis. Who Else Should Be Called? APPENDIX B. CRISIS WEB RESOURCES. Trauma and Post-Incident Management. Workplace Violence. Crisis Management and Crisis Communications. Business Recovery. Crisis Communication. Disaster Response. BIBLIOGRAPHY. INDICES. Company Index. Name Index. Subject Index.

Efficacy and Outcomes


This extraordinary rich and well-written work should be not only a part of management training programs, but also required reading for every senior manager.

— William J. Kelly

Barton's book is rare, adopted by leading colleges for classroom use, and by American Express, Nabisco, and others in training programs. It is scholarly yet practical...breathtaking in depth.

— Alan Friedman

Meet the Author

Author Bio

Laurence Barton

Dr. Larry Barton is president of DeVry Institute of Technology in Phoenix, AZ. He is a leading expert in crisis management and management communications, and has authored two books for ITP: Crisis In Organizations (1993, second edition forthcoming March 2000) and Ethics: The Enemy In The Workplace (1995). Dr. Barton served as Director of Issues Management of Motorola, Inc., from 1994-95, managing global public relations for the technology giant. He was promoted to Vice President of Communications and Public Affairs in 1995 and led global PR for the company's semiconductor division until he decided to return to academe last year. Dr. Barton taught organizational behavior and crisis communication at Boston College, the University of Nevada at Las Vegas, Harvard Business School and Penn State Graduate Center prior to being named president of DeVry in 1999. He received a coveted Fulbright Senior Fellow Award in 1994, studying comparative Japanese management of crises such as product recalls and workplace violence. He was named Teacher of the Year in 1992 by the Board of Regents of the University of Nevada. As a consultant, Dr. Barton has managed response to over 300 serious incidents worldwide, including extortion, terrorism targeting industry, environmental incidents and rumors in the workplace. He has written for over 35 refereed academic journals worldwide and is the editor of seven books. He has been interviewed on ABC Nightline and CNBC and profiled in The Wall Street Journal. Dr. Barton's research interests include crisis management, workplace violence and change management.