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Video:
CRISIS MANAGEMENT: PLANNING FOR THAT INEVITABLE DISASTER
and companion book:
CRISIS IN ORGANIZATIONS II
by Dr. Laurence Barton

VIDEO:

This fact-filled video provides a comprehensive overview of the management and
communication priorities that must be addressed in a crisis. Step-by-step, you will
learn how
to:
- effectively respond to news media questions
- galvanize your employees
- work dynamically with regulators, stockholders and the general public in
the
aftermath of
a disaster.

From product recall to hurricane, from violence in the workplace to terrorism, Crisis
Management, and the companion book, Crisis In Organizations ii, address specific
case
studies from Exxon to Johnson to Luby's Cafeterias. The 30-minute video is a
strategic
investment for your organization; one you can repeatedly refer to during staff and
training
sessions.

Your video host is Larry Barton, one of the world's leading experts in crisis
management. Dr.
Barton, formerly of Harvard Business School and the University of Nevada, Las
Vegas is the
Director of Corporate Issues for Motorola Inc. He has analyzed over 1,400
disasters for this
book and video and has consulted with and developed disaster plans for
government
agencies and Fortune 500 companies in five countries. His keen insight and
dynamic
presentation is your best defense before crisis strikes!

=================

“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,
Senior Vice President, J.P. Morgan & Co.

“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, Associate Professor of Psychiatry, Northwestern
University
Medical School.

================

ABOUT THE BOOK:

This book is a complete revision of Dr. Barton’s landmark 1993 book, Crisis in
Organizations. Managing and Communicating in the Heat of Chaos.”

“The most widely read and quoted book on crisis management worldwide.”

“Prepare for the unexpected as you learn about detailed insight from the author’s
experience
into how over 1,400 companies worldwide managed product recalls, industrial
accidents,
cyberterrorism, and other disasters. Completely updated with new case studies
and:
- analyses of crises that have impacted Coca-Cola, IBM America Online,
and
others -
providing powerful insight into how serious incidents were mismanaged or
sometimes
superbly managed.
- rich case studies driven by a provocative ‘what would you do’ format and a
crisis
management and communication plan template that mirrors those used by leading
corporations.
- new chapters focusing on employee communication, the hospitality
industry,
natural
disasters, workplace crime, and provocative interviews with leading executives who
share
their learning curve in managing disasters.”

================

FROM THE PREFACE TO CRISIS IN ORGANIZATIONS

“Although disasters predate recorded history, our understanding of why crises
occur, and
how to best manage them, is a process emerging just in the past few decades.

“In the last century, we learned how to manage various diseases, yet pandemics
continue to
occur, threatening populations worldwide. Scientists have spent decades
deciphering how
weather patterns destroy crops, yet various droughts and storm patterns continue
to threaten
the food chain. In our lifetime, we have witnessed great companies such as Exxon
and
Coca-Cola mismanage crises to the detriment of their shareholders. These
milestone
events-each one of them-offer us a rich opportunity to probe below the headlines
and ask
ourselves: Why did they happen? What strategies worked, and failed to work?
What lessons
did we learn? And how can we prevent them from happening again?

“Since the first edition of this book appeared, I've been fortunate to be invited by
executives
worldwide to visit their operations to gain a clearer understanding of their
preparedness for
various events that could harm the people, financial condition, and reputations of
various
organizations. These experiences, coupled with my academic research, have
provided an
unprecedented platform from which to observe, measure, and better understand the
dynamics of a crisis-those in the making, those underway, and those yet to make
headlines.”

===============

HOW TO USE THIS BOOK

“This book is organized into twelve chapters. These are arranged logically to take
you
through the process of understanding the factors that contribute to risk, the kinds
of exposure
that organizations face, crisis communications, and several "issue-centric"
chapters. The
work includes a number of exercises entitled "What Would You Do?" as well as
interviews
with specialists from around the world who have witnessed, experienced, or
managed a
crisis. The book concludes with a crisis management template, a Web resource
list, and
bibliography.

“Many readers, ranging from college and graduate students to senior managers in
corporations worldwide, offered wonderful suggestions for the second edition.
Accordingly, I
have added a separate chapter on the growing menace of violence at work and in
schools,
as well as a chapter on the relationship of weather to business crises. The first
edition
provided significant attention to media relations but scant space on the criticality of
employee communications; readers will find a rich new chapter on this subject as
well.”

================

REVIEW:
Security Management Magazine, March, 2001:

“Several years ago, Dr. Laurence Barton published one of the best books written
on crisis
management: Crisis in Organizations. In it, he made a number of crucial points
about the
importance of preparing for crises, illustrating these points with case studies. In
this follow-on
effort, Barton expands on the original by bringing to bear his considerable expertise
in
working with corporations. He examines the factors contributing to risk and the
various
exposures faced by organizations of all types.

“Crisis in Organizations II covers a lot of ground, from recognizing a problem to
exploring the
communications aspects of crisis management. The meat of the book--the general
principles that Barton covers--is well seasoned with case studies.

“The book's principal value lies in its examination of workplace violence,
environmental
crises, and weather-related emergencies. Another enlightening chapter deals with
the
hospitality industry and travel security, discussing how the travel industry often
downplays or
ignores security factors. (For example, how many travel-oriented Web sites offer
security
information?) Barton also devotes an entire chapter to internal communication
during a
crisis--what and how to communicate to employees.

“In addition to the case studies, Barton interlards his narrative with several
hypothetical
scenarios that further illuminate his major points. Each chapter also concludes
with review
questions that reinforce those points. Also provided, in an appendix, are a crisis
plan
template and a guide to related Internet resources.

“This excellent update is not without a few faults. For example, the "Crisis Web
Resources"
Barton provides are helpful, but they do not provide traditional means of contact.
Moreover,
the model crisis center that Barton depicts is really only suitable for the largest
and most
affluent organizations. Further, some might object to his placing a press room
close to the
crisis team in the model crisis center. Overall, however, these flaws are negligible.

“Crisis in Organizations II deserves a place alongside its predecessor on the
bookshelf of
any security professional who aspires to rise to a senior position. Crisis planners
and
students would also benefit from this work.

- Reviewer: Mayer Nudell, CSC (certified safety and security consultant), is
president of
Specialized Consulting Services in Arlington, Virginia. He is a member of ASIS.

===============

BOOK CONTENTS:

CHAPTER 1: THE CRISIS PRIMER
What I've Learned
The Author's Personal Story
From Chaos to Normalcy

CHAPTER 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

CHAPTER 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?
Communications Channels
Risk Associated with the Product or Service
Review Questions

CHAPTER 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

CHAPTER 5 Sound Bites: Effective Communications 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

CHAPTER 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

CHAPTER 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

CHAPTER 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. Badolato
Companies Are a Major Target for Counterintelligence and Theft
How Could Japan Ignore the Enemy Within?
Review Questions

CHAPTER 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

CHAPTER 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

CHAPTER 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

CHAPTER 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 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

================

ABOUT THE AUTHOR

“Laurence Barton is a leading expert in crisis management and organizational
change.

“A native of Arlington, Massachusetts, he received his A.B. magna cum laude in
speech and
communications from Boston College, his M.A.L.D. in international law from The
Fletcher
School of Law and Diplomacy at Tufts University; and his Ph.D. in international
communications and public policy from Boston University.

“Dr. Barton taught crisis communications, public relations, and organizational
behavior at
Boston College (1979-1986), Harvard Business School (1986-1987), the University
of
Nevada at Las Vegas (1987-1993) and Penn State Graduate Center (1993-1995).
He was
named Teacher of the Year at UNLV in 1992 and received a coveted Fulbright
Senior Fellow
designation, awarded by the U.S. Information Agency to Japan in 1993.

“In 1995, Dr. Barton was named worldwide Director of Issues Management for
Motorola, Inc.
He was promoted to Vice President of Communications and Public Affairs,
directing global
crisis response and public relations for the technology company until 1999, when
he joined
DeVry as president.

“As a leading consultant in crisis prevention and management, Dr. Barton has
consulted with
British Petroleum, Ford Motor Company, LG of Korea, Mirage Resorts, Arthur D.
Little,
Disney, and many other leading corporations. In this capacity, he has advised
senior
managers on a variety of programs related to the prevention and management of
issues
such as product recalls, workplace violence, embezzlement, environmental
accidents, and
system failures. His seminars on crisis management have been offered to
executives and
managers in over 30 countries. In addition, he has served as a strategic consultant
in over
400 serious incidents over the past decade and designed more than two dozen
crisis
command centers for government and corporate clients.

“Dr. Barton has written for The New York Times, Boston Globe, USA Today, and
other
leading newspapers. He wrote the first and second editions of Crisis in
Organizations as
well as Ethics: The Enemy in the Workplace. He has edited seven other books on
crisis
management and is the author of nearly 40 articles in refereed journals on these
subjects.

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