Includes bibliographical references and index.

Machine-generated contents note: 12. Future trends. What is an issue? -- What is issue management? -- What is a crisis? -- What is crisis management? -- 2. Issue Management -- Development and Tools -- The emerging theoretical framework -- The evolving discipline -- Tools and processes -- Impact of internet and social media -- Case studies: Issues that prevent anti-smoking campaigns from working / Augustine Pang -- Planned and reactive responses to confected outrage / Brendan Elliott -- 3. Issue Management -- Identification and Prioritisation -- Scanning and identification -- Prioritisation -- Case studies: Super Size Me -- A tale of two nations / Mark Sheehan -- Early issue identification for crisis prevention / Tony Jaques -- 4. Issue Management -- Planning -- Remaining in reactive mode -- Legal response syndrome -- Ad hoc management -- Unclear goals -- The value of a planning model -- Introducing an issue management model -- Evaluation -- Issue management best practice -- Case studies: Nationalism versus animal rights -- value advocacy in corporate issue management / Aimei Yang -- Lost in translation -- Tourism Australia's 'Where the bloody hell are you?' campaign / Mark Sheehan -- 5. Issue Management -- Activism -- Activism and the impact of technology -- Activist strategies -- prioritising effort -- Activist strategies -- defining the issue -- Activist strategies -- confrontation versus engagement -- Activist tactics -- Corporate response to activist campaigns -- Case studies: Recognising activists as expert issue communicators / Katharina Wolf -- Activist campaigning and the Importance of issue framing / Tony Jaques -- 6. Crisis Management -- Readiness and Response -- Development of crisis management -- Iconic crises -- What is a crisis? -- Case studies: From denial to response -- the Indonesian mud-flow disaster / Lyn McDonald -- Offshore petroleum oil spills -- readiness and response / Tina Hunter -- 7. Crisis Management -- Planning -- Overcoming denial -- Elements of the crisis plan -- The qualities of an effective crisis spokesperson -- Should the CEO go to the scene to take charge? -- Learning from past crises -- Conclusion -- Case studies: Planning for a crisis -- even when it's a hoax / Timothy Sellnow -- Crisis planning -- consistency of message and research are the keys / Gwyneth Howell -- 8. Crisis Management -- International -- Crises spanning multiple nation states -- Multinational organisational crises -- Organisational crises across borders -- The nature of multinationals -- Recognising potential cross-border crises -- Recognising cross-border crisis impact -- Recognising cultural differences -- Case studies: The globalisation of activism -- case of an environmental dispute / Manoj Thomas -- Political and media systems impact crisis response -- the melamine-tainted milk crisis / Joanne Chen Lyu -- 9. Crisis Management -- Disasters -- Types of disasters -- What about catastrophes? -- Disaster management -- Social media in disaster communication -- Case studies: The Impact of social media on public information management / Gary Mersham -- Bushfire disaster tests communication capacity / Chris Galloway -- 10. Risk Management -- Perception, Hazard and Outrage -- Defining terms -- The risk paradox -- Social amplification of risk framework -- Risk communication -- Case studies: Risk management and understanding the real Issue / Chris Galloway -- The HPV school vaccination factsheet -- communicating risks and benefits / Deborah Wise -- 11. Risk Management -- Reputation -- So why is good reputation important? -- The reputation-reality gap -- Reputation, issues and crises -- Case studies: Risk management -- proactive versus reactive public relations / Gwyneth Howell -- Pre-empting risks to prevent reputation slide / Augustine Pang -- 12. Leadership and the Future -- Corporate social responsibility -- Integration of systems -- The role of leadership -- Future trends.