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Index
Title Page
DAMAGE CONTROL
Dedication
Acknowledgements
AUTHORS’ NOTE
Introduction
CHAPTER 1 - The Tylenol Case Isn’t the Model for Every Crisis
A QUESTION OF PROVENANCE
CRISIS MYTHOLOGY
SAVING GRACE
OTHER VARIABLES IN J&J’S FAVOR
PLAYING THE ODDS RESPONSIBLY
CHAPTER 2 - Know the Difference Between a Nuisance, a Problem, a Crisis, and a ...
IN PRAISE OF BLAME?
A CAUTIONARY TALE: HOW AUDI GOT SIDESWIPED
THE LESSONS
HEWLETT-PACKARD: OVERKILL IN CRISIS MANAGEMENT
CHAPTER 3 - Blame and Resentment
CHAPTER 4 - Offense Wins, Defense Loses
INTRODUCING RISK TO YOUR ATTACKER
A HOSPITAL COUNTERPUNCHES
CHANGING THE DEBATE
HIGHLIGHTING HYPOCRISY
SHOWCASING BENEFITS TO BALANCE THE SCORECARD
CHAPTER 5 - Cloak Every Argument in a Principle
TELLING CONSUMERS WHY THEY SHOULD CARE
BECOMING ONE OF THE “GOOD GUYS”
IT’S NOT EASY BEING GREEN
WINDY POLITICIANS SHOW THE WAY
CHAPTER 6 - Preach to the Choir
DISPOSABLE DIAPERS AND THE BOTTOM LINE ABOUT GRASSROOTS SUPPORT
CHAPTER 7 - Damage Control Means More Than Having to Say You’re Sorry
THE TRANSACTIONAL APOLOGY
SIN AND SYMPATHY IN THE CLINTON WARS
WHY THREE APOLOGIES DON’T ADD UP TO FORGIVENESS
DIFFERENT OUTCOMES FOR A SIMILAR OFFENSE
CHAPTER 8 - A Crisis Well Managed Is a Tale of Redemption
PRISON: A GOOD THING
DAMAGE-CONTROL ACTIVISM
A FORGIVING MARKETPLACE
CRISIS MANAGEMENT IS ABOUT SECOND ACTS
CHAPTER 9 - When You Can’t Make Them Iike You, Make Them Stop Attacking You
A GIANT CAUGHT FLAT-FOOTED
A LESSER PUNISHMENT
CHAPTER 10 - Dissuasion
SOFT DISSUASION: INOCULATION FOR A “BIG SHOES TO FILL” PROBLEM
GE MANAGEMENT TRANSITION PHASE I: SILENCE DURING THE SELECTION PROCESS
GE MANAGEMENT TRANSITION PHASE II: TARGETED COMMUNICATIONS
HARD DISSUASION
CHAPTER 11 - Do the Media’s Job for Them
FINGER FOOD: AN ALTERNATIVE NARRATIVE IN THE WENDY’S CHILI INCIDENT
INVESTIGATIVE REPORTING AS A CRISIS MANAGEMENT FUNCTION
CHAPTER 12 - When the Judge and Jury Need to Know
THE JUDGE AND JURY ARE YOUR TARGETS
WE ARE IN A UNIQUELY HOSTILE CLIMATE
IDENTIFY WHAT’S DOABLE, NOT WHAT’S IDEAL
DIFFERENTIATE BETWEEN WHAT’S STRATEGIC AND WHAT’S THERAPEUTIC
DON’T ASSUME THE PUBLIC THINKS AS YOU DO
CHAPTER 13 - Write Your Own Case History
RUDY GIULIANI: CRISIS MANAGER IN CHIEF
INOCULATING AGAINST HYSTERIA
PERCEPTION IS REALITY
CHAPTER 14 - Know When to Fold Them
WHEN TO RUN
AVOIDING BATTIES THAT AREN’T WORTH FIGHTING
CHAPTER 15 - The Best Case Studies Are the Ones You’ll Never Hear About
PLAYING THE INSIDE GAME AT TYCO
BETTING THE INDUSTRY: HOW WIRELESS WAS SAVED FROM ATTACK
CHAPTER 16 - In Crisis, Personality Trumps Planning
“MR. CLEAN” CONFRONTS THE ULTIMATE MARKETPLACE ASSAULT
CHAPTER 17 - Know Whose Side Your Team Is On
THE PLAYERS
A WORD ABOUT DREAM TEAMS
KNOW WHOSE SIDE YOU’RE ON
CHAPTER 18 - The Crisis in Your Future
CHAPTER 19 - Fighting Back in the Age of YouTube: The Duke Lacrosse ...
THE DUKE LACROSSE CASE: NAILING THE PROSECUTOR
THE CRISIS ROUNDUP
RICHARD JEWELL’S DAMAGE CONTROL LEGACY
CHAPTER 20 - Our Permanent Ieakocracy
A GUARANTEED FORUM
IS TRANSPARENCY ALWAYS GOOD?
IS THERE AN ANTIDOTE TO WIKILEAKS?
FOREVER LEAKY
INDEX
Copyright Page
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