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Crisis Management, Crisis Communication
Crisis In Organizations BOOK
Video: Crisis Management: (BN157,
$135.00); Book: Crisis In Organizations II:
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#BN156, $179.00, save $16.00!
CRISIS MANAGEMENT: PLANNING FOR THAT INEVITABLE DISASTER
and companion book:
CRISIS IN ORGANIZATIONS II
by Dr. Laurence Barton
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
- effectively respond to news media questions
- galvanize your employees
- work dynamically with regulators, stockholders and the general public in
From product recall to hurricane, from violence in the workplace to terrorism, Crisis
Management, and the companion book, Crisis In Organizations ii, address specific
studies from Exxon to Johnson to Luby's Cafeterias. The 30-minute video is a
investment for your organization; one you can repeatedly refer to during staff and
Your video host is Larry Barton, one of the world's leading experts in crisis
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
agencies and Fortune 500 companies in five countries. His keen insight and
presentation is your best defense before crisis strikes!
“This extraordinary rich and well-written work should be not only a part of
training programs, but also required reading for every senior manager...” - William
Senior Vice President, J.P. Morgan & Co.
“Barton’s book is rare, adopted by leading colleges for classroom use, and by
Express, Nabisco, and others in training programs. It is scholarly yet practical...
in depth.” - Alan Friedman, Associate Professor of Psychiatry, Northwestern
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
into how over 1,400 companies worldwide managed product recalls, industrial
cyberterrorism, and other disasters. Completely updated with new case studies
- analyses of crises that have impacted Coca-Cola, IBM America Online,
providing powerful insight into how serious incidents were mismanaged or
- rich case studies driven by a provocative ‘what would you do’ format and a
management and communication plan template that mirrors those used by leading
- new chapters focusing on employee communication, the hospitality
disasters, workplace crime, and provocative interviews with leading executives who
their learning curve in managing disasters.”
FROM THE PREFACE TO CRISIS IN ORGANIZATIONS
“Although disasters predate recorded history, our understanding of why crises
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
occur, threatening populations worldwide. Scientists have spent decades
weather patterns destroy crops, yet various droughts and storm patterns continue
the food chain. In our lifetime, we have witnessed great companies such as Exxon
Coca-Cola mismanage crises to the detriment of their shareholders. These
events-each one of them-offer us a rich opportunity to probe below the headlines
ourselves: Why did they happen? What strategies worked, and failed to work?
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
worldwide to visit their operations to gain a clearer understanding of their
various events that could harm the people, financial condition, and reputations of
organizations. These experiences, coupled with my academic research, have
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
HOW TO USE THIS BOOK
“This book is organized into twelve chapters. These are arranged logically to take
through the process of understanding the factors that contribute to risk, the kinds
that organizations face, crisis communications, and several "issue-centric"
work includes a number of exercises entitled "What Would You Do?" as well as
with specialists from around the world who have witnessed, experienced, or
crisis. The book concludes with a crisis management template, a Web resource
“Many readers, ranging from college and graduate students to senior managers in
corporations worldwide, offered wonderful suggestions for the second edition.
have added a separate chapter on the growing menace of violence at work and in
as well as a chapter on the relationship of weather to business crises. The first
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
Security Management Magazine, March, 2001:
“Several years ago, Dr. Laurence Barton published one of the best books written
management: Crisis in Organizations. In it, he made a number of crucial points
importance of preparing for crises, illustrating these points with case studies. In
effort, Barton expands on the original by bringing to bear his considerable expertise
working with corporations. He examines the factors contributing to risk and the
exposures faced by organizations of all types.
“Crisis in Organizations II covers a lot of ground, from recognizing a problem to
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,
crises, and weather-related emergencies. Another enlightening chapter deals with
hospitality industry and travel security, discussing how the travel industry often
ignores security factors. (For example, how many travel-oriented Web sites offer
information?) Barton also devotes an entire chapter to internal communication
crisis--what and how to communicate to employees.
“In addition to the case studies, Barton interlards his narrative with several
scenarios that further illuminate his major points. Each chapter also concludes
questions that reinforce those points. Also provided, in an appendix, are a crisis
template and a guide to related Internet resources.
“This excellent update is not without a few faults. For example, the "Crisis Web
Barton provides are helpful, but they do not provide traditional means of contact.
the model crisis center that Barton depicts is really only suitable for the largest
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
any security professional who aspires to rise to a senior position. Crisis planners
students would also benefit from this work.
- Reviewer: Mayer Nudell, CSC (certified safety and security consultant), is
Specialized Consulting Services in Arlington, Virginia. He is a member of ASIS.
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
Who's in Charge?
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
CHAPTER 3 ANTICIPATING CRISIS IS A TOOL OF SMART
What Could Harm Us?
Who's Ready for Crisis?
Assessing Crisis Preparedness
Private Companies: Different Risks
Who Owns the Radar?
Risk Associated with the Product or Service
CHAPTER 4 PUBLIC OPINION AND CRISIS: FROM MAIN 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
CHAPTER 5 Sound Bites: Effective Communications When "It" Hits
What's a Nice Company Like Yours Doing in a Headline Like This?
Who Will Speak?
Three Questions Asked in Every Crisis
Evaluating Your Crisis Response
Tools of Crisis Response
Meet the Press: Preparation Is the Key
Tools of Crisis Communication
Video News Releases (VNRs)
The Legality of Crisis Communication
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
CHAPTER 7 MANAGING OTHER COMPLEX CRISES
Market Risk Is Still a People Problem
Sell That Stock!
Investors Are the Pulse
Communicating with Investors
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
Taking Charge During Product Problems
Who Listens to Rumors? Unfortunately, A Lot of Us
Not in My Backyard
Preparing for a Strike
CHAPTER 8 CRIME: A GROWING MENACE FOR BUSINESS
The Lessons of Littleton
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?
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
Case Study: The City of Love Needs More Than a Hug
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"
CHAPTER 11 This Is Hospitality?
Who'd Want To Leave Home?
Other Travel Risks
"Coke Cannot Seem To Do Anything Right"
Hotels: Ground Zero?
CHAPTER 12 Preparing Managers for Crisis: Simulating and Testing
The Crisis Management Team
Public Relations Coordinator
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
APPENDIX A Crisis Management Plan Template
Table of Contents
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!
Who Called? What Do They Want?
Information Systems (IS) Emergency Plan
News Media Inquiry
"All Politics Is Local."
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
Crisis Management and Crisis Communications
ABOUT THE AUTHOR
“Laurence Barton is a leading expert in crisis management and organizational
“A native of Arlington, Massachusetts, he received his A.B. magna cum laude in
communications from Boston College, his M.A.L.D. in international law from The
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
Boston College (1979-1986), Harvard Business School (1986-1987), the University
Nevada at Las Vegas (1987-1993) and Penn State Graduate Center (1993-1995).
named Teacher of the Year at UNLV in 1992 and received a coveted Fulbright
designation, awarded by the U.S. Information Agency to Japan in 1993.
“In 1995, Dr. Barton was named worldwide Director of Issues Management for
He was promoted to Vice President of Communications and Public Affairs,
crisis response and public relations for the technology company until 1999, when
DeVry as president.
“As a leading consultant in crisis prevention and management, Dr. Barton has
British Petroleum, Ford Motor Company, LG of Korea, Mirage Resorts, Arthur D.
Disney, and many other leading corporations. In this capacity, he has advised
managers on a variety of programs related to the prevention and management of
such as product recalls, workplace violence, embezzlement, environmental
system failures. His seminars on crisis management have been offered to
managers in over 30 countries. In addition, he has served as a strategic consultant
400 serious incidents over the past decade and designed more than two dozen
command centers for government and corporate clients.
“Dr. Barton has written for The New York Times, Boston Globe, USA Today, and
leading newspapers. He wrote the first and second editions of Crisis in
well as Ethics: The Enemy in the Workplace. He has edited seven other books on
management and is the author of nearly 40 articles in refereed journals on these
BOOK+VIDEO: ORDER #DR156 $175.00 (save $10.00!)
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