Here are some sources that may guide an organization through the process of communicating during and after a public relations crisis.
The Handbook of Crisis Communication . Edited by W. Timothy Coombs and Sherry J. Hollady. (Wiley-Blackwell, 2012). Library Call No: HD 49 H35 2012.
Publisher’s Description: “Written as a tool for both researchers and communication managers, the Handbook of Crisis Communication is a comprehensive examination of the latest research, methods, and critical issues in crisis communication”.
Reputation management: the key to successful public relations and corporate communication by John Doorley and Helio Fred Garcia. (Routledge, 2011). Library Call No: HD 59 d66 2011.
Publisher’s Description: “This book is a how-to guide for professionals and students in public relations and corporate communication, as well as for CEOs and other leaders. It rests on the premise that reputation can be measured, monitored, and managed. Organized by corporate communication units (media relations, employee communication, government relations, and investor relations, for example), the book provides a field-tested guide to corporate reputation problems such as leaked memos, unfair treatment by the press, and negative rumors – and it is this rare book that focuses on practical solutions”.
Effective apology: mending fences, building bridges, and restoring trust by John Kador. (Berrett-Koehler, 2009). Library Call No: HD 59.2 K34 2009.
Publisher’s Description: “Effective Apology challenges you to think about the fundamental value and importance of apology as it delivers detailed advice for making an apology that truly heals and renews….Identifies the five building blocks of effective apology as well as concrete steps for accepting or rejecting apologies, ten apology do’s and don’ts, and a quiz to test your Apology Quotient”.
See also the resources cited on a previous post Friday Focus on… The Corporate Apology.