Issue and Crisis Management

1. Setting the FrameworkWhat is an issue? What is issue management? What is a crisis? What is crisis management?2. Issue Management - Development and ToolsThe emerging theoretical framework The evolving disciplineTools and processesImpact of internet and social media3. Issue Management – Identification and PrioritisationScanning and identificationPrioritisation4. Issue Management – PlanningRemaining in reactive modeLegal response syndromeAd hoc managementUnclear goalsThe value of a planning modelIntroducing an issue management modelEvaluationIssue management best practice5. Issue Management – ActivismActivism and the impact of technologyActivist strategies—prioritising effortActivist strategies—defining the issueActivist strategies—confrontation versus engagementActivist tacticsCorporate response to activist campaigns6. Crisis Management – Readiness and ResponseDevelopment of crisis managementIconic crisesWhat is a crisis?7. Crisis Management – PlanningOvercoming denialElements of the crisis planThe qualities of an effective crisis spokespersonShould the CEO go to the scene to take charge?Learning from past crisesConclusion8. Crisis Management – International Crises spanning multiple nation statesMultinational organisational crisesOrganisational crises across bordersThe nature of multinationalsRecognising potential cross-border crisesRecognising cross-border crisis impactRecognising cultural differences9. Crisis Management – DisastersTypes of disastersWhat about catastrophes?Disaster managementSocial media in disaster communication10. Risk Management – Perception, Hazard and OutrageDefining termsThe risk paradoxSocial amplification of risk frameworkRisk communication11. Risk Management – ReputationSo why is good reputation important?The reputation–reality gap Reputation, issues and crises12. Leadership and the FutureCorporate social responsibilityIntegration of systemsThe role of leadershipFuture trendsAppendix Issue Management Plan – A Fully Worked Example