Masterwork on Crisis Communication and Reputation Risk Selected as One of "30 Best Business Books of 2013" Jim Lukaszewski -- nationally recognized PR expert, executive coach, often called America's Crisis Guru, and noted by Corporate Legal Times as one of "28 experts to call when all hell breaks loose" -- advises exactly what to do, what to say, when to say it, and when to do it, while the whole world is watching.The book is endorsed by the Business Continuity Institute. In this industry-defining book on crisis management and leadership recovery, Lukaszewski jump-starts the discussion by clearly differentiating a crisis from other business interruptions and introduces a concept rarely dealt with in crisis communication and operational response planning: managing the victim dimension of crisis. Delivered in his straight-talking style and backed with compelling case studies, Lukaszewski On Crisis Communication is your guide to preparing for a crisis and the explosive visibility that comes with it. Using case studies, examples and templates, he explains how to build a crisis management plan and how to put it into action in the real world of media scrutiny, social media, activists, and litigation. Lukaszewski distills four decades of experience into 10 chapters of field-tested how-to's, practical tools, tips, charts, checklists, forms, and templates and teaches you:How crises create victims;To avoid the toxicity of silence;To overcome the abusive, intrusive and coercive behavior of bloviators, bellyachers, back-bench bitchers, the media, activists and critics;To drive attorneys to settle instead of litigate;Apology is the atomic energy of empathy;Simple, sensible, sincere, constructive, positive techniques to reduce contention and to succeed!Chapter learning objectives; discussion questions; case studies; real-life examples; and glossary facilitate college and professional development classroom use.

Preface: "A Word With Your Boss, Please" Foreword: "The Pragmatist" by Jonathan Bernstein Foreword: "The Teacher/Counselor" by Jay Rayburn Foreword: "The Game Changer" by Steve Harrison Introduction: Common Sense at Lightning Speed by Ken Koprowski Chapter 1: Defining Crisis: It's All About Victims 1.1 Crisis Management and Readiness Defined 1.2 All Crises Are Problems - Not All Problems Are Crises 1.3 Crisis Is About Victims Chapter 2: Crisis Communication: Getting Leadership Ready for Crisis 2.1 Leadership Patterns That Influence Readiness 2.2 The New Top Executive Agenda 2.3 Crisis Realities 2.4 Avoiding Destructive Management Behavior 2.5 Lukaszewski's 12 Axioms of Crisis Survival for Leaders 2.6 The Leader as Verbal Visionary 2.7 Preparing Executives - Becoming a Valued Communications Advisor on the Team Chapter 3: Crisis Communication: Preparing for Crisis and Visibility 3.1 Threat Identification and Visibility Analysis 3.2 Visibility and Victims Make Us Vulnerable 3.3 Threat Identification - Key Issues Prioritization and Worksheet 3.4 Incident Response Categories 3.5 Setting Crisis Response Communication Strategies and Priorities 3.6 Management Responsibility in a Crisis Chapter 4: Creating the Crisis Communication Plan: Components and Models 4.1 Preparing to Do the Right Thing 4.2 Scenario Development in Crisis Communication Planning 4.3 Assemble the Documents for Your Crisis Communication Plan 4.4 Maintaining and Keeping Plans Current 4.5 Message Development 4.6 Model Crisis Communication Exercise 4.7 When You Need to Obtain Public Forgiveness Chapter 5: Crisis Communication Plan in Action: Media Relations 5.1 The Crisis Media Relations Policy 5.2 The Crisis Website (or "Dark Site") in Media Relations Strategy 5.3 Understanding the Nature of News 5.4 Preparing for Reporters 5.5 Surviving 60 Minutes and the Other News Magazine Shows 5.6 Assessing the Validity of News Stories 5.7 Understanding Journalists 5.8 Bad News: How to Recognize Deal with It Chapter 6: Crisis Communication Plan in Action: The Crisis News Conference 6.1 Preparing for the Crisis News Conference 6.2 Guidelines for Calling and Conducting News Conferences 6.3 Conducting the News Conference 6.4 The Questions You Can Expect 6.5 Giving Good Answers - Even to Bad Questions Chapter 7: Crisis Communication Plan in Action: Social Media 7.1 What Makes Social Media Different From Legacy Media 7.2 What Are the New Media and Social Media? Why Should Your Company Care? 7.3 Monitoring Social Media 7.4 Neutralizing an Internet Crisis 7.4. Traditional Behaviors and Strategies Work in New Media, Too 7.5 Digital and Social Media vs. Traditional Media 7.6 Digital and Social Media Crisis Management Recommendations 7.7 Accept That Social Media is Becoming Ubiquitous Chapter 8: Crisis Communication Plan in Action: The Activist Challenge 8.1 Understanding Activists and Activism 8.2 Moving Out of the Target Zone 8.3 Coping With Activist Intrusions and Threats 8.4 Coping With the Risk of Personal Attack 8.5 Coping With the Media for Victims and Targets 8.6 Guidelines for Communication When Under Attack Summed Up Chapter 9: Crisis Communication Plan in Action: Litigation and Legal Issues 9.1 Basic Advice: Avoid Litigation by Avoiding Trouble 9.2 Challenges for Business in Today's Legalistic Environment 9.3 Corporate Issues and Legal Issues 9.4 Creating the Management Structure to Prepare for Litigation 9.5 Guidelines for Working With Attorneys 9.6 Litigation Communications Strategy 9.7 The Aftermath: Regaining Public Credibility Following a Damaging Situation Chapter 10: Crisis Communication: Summing Up and Looking Ahead 10. Answers to Some Essential Questions 10.2 Looking to the Future of Crisis Survival Glossary Index Articles and Monographs Credits With Special Thanks from the Author A Special Dedication to Chester A. Burger About Risdall Public Relations About the Lukaszewski Group About the Author