Marion K. Pinsdorf - Communicating When Your Company is Under Siege
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Marion Pindsdorfs prescription to prevent a corporate disaster is: when public health and safety are involved, tell it all and tell is fast.This book is a guide for companies large and small for surviving a public crisis. It is a battle tested guide written by a veteran public relations expert that is packed with information on working with the media during a corporate public crisis. Pindsdorf uses specific cases as examples of how to and how not to handle public relations during a crisis.
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Communicating When Your Company Is Under Siege : Surviving Public Crisis
author
:
Pinsdorf, Marion K.
publisher
:
Fordham University Press
isbn10 | asin
:
0823217841
print isbn13
:
9780823217847
ebook isbn13
:
9780585199221
language
:
English
subject
Corporate image, Public relations, Crisis management, Business communication, Strategic planning.
publication date
:
1999
lcc
:
HD59.2.P55 1999eb
ddc
:
659.2
subject
:
Corporate image, Public relations, Crisis management, Business communication, Strategic planning.
Page iii
Communicating When Your Company Is Under Siege
Surviving Public Crisis
MARION K. PINSDORF Third Edition
Fordham University Press New York 1999
Page iv
Copyright 1999 by Marion K. Pinsdorf All rights reserved. LC 98-38612 ISBN 0-8232-1783-3 (hardcover) ISBN 0-8232-1784-1 (paperback)
Library of Congress Cataloging-in-Publication Data
Pinsdorf, Marion K. Communicating when your company is under siege: surviving public crisis/Marion K. Pinsdorf.3rd ed. p. cm. Includes bibliographical references and index. ISBN 0-8232-1783-3 (hc.: alk. paper) ISBN 0-8232-1784-1 (pbk.: alk. paper) 1. Corporate image. 2. Public relations. 3. Crisis management. 4. Business communication. 5. Strategic planning. I. Title. HD59.2.P551998 659.2dc2198-38612 CIP
Printed in the United States of America
Page v
Dedicated to two chief executive officers, pragmatists who communicated with candor and conviction: Henry A. Walker, Jr., Amfac, Inc. and the late John W. Hill, Hill and Knowlton, Inc.
Page vii
Contents
Preface/Memo
xi
Acknowledgments
xv
1. Turbulent Times: The Kaleidoscope of Corporate Communications
1
Communicating on Consent of Constituencies Communicators as Crystal-Ball Gazers Endangered Communicators, or, The Lawyers Will Get Them If They Don't Wise Up What's in a Name: Disagreement and Searching
2. Bottom Line vs. Front Page: Corporate Relations with the Media
21
Media and Business: A Common Ground? Watergate: A Sea Change Hero to Demon to Talk Show Investigative and Herd Journalists What Does the Media Want? What "No Comment" Really Means Cosmetics Count Mike Fright: The Warfare of Interviewing Battling Poor Perceptions: Navistar and Iacocca Creating Images: Following Fads Journalists Criticize Themselves
3. Planning the Unplannable: Surviving Communications Crises
72
Assessing the Risk Who Plans? After the Damage or Before? What Three Mile Island Taught Poisoning Information Wells Tylenol: A Credo Worked When Planning Couldn't Managing During Turmoil Snatching Advantage Out of Disaster
4. Supplying Your Own Banana Peels: Troubles Companies Cause Themselves and Others
93
Every Day Brings New Slips Count the Ways They Slid
Page viii
Creating a Culture for Disaster Foot-in-Mouth Media Relations Cosmic Thinking When Appearances Create Reality Egotism: The Victorian Secret of Business Covers of Hubris The P/L of CEO Visibility When the Boss Won't Go The Chairman Goes to Washington Golf Carts, Buses, and Operas: G. William Miller, the Amalgam of Superman, Solomon, and Sir Galahad Political Image-Makers Gone Awry How to Succeed Without Slipping
5. A Beguiling Conundrum: Communicating Executive Illness Across Cultures
144
Dimensions of the Dilemma Overlooking the Obvious Attention Is Being Paid Rules Fuzzy; Practices Fuzzier Is the Boss Really Healthy? A Quintet for Coping Telling All at Tenneco The Classic Candor of Michael Walsh Concealing to Keep Power: Superstars of Sports, Business, and Politics All Do It Hiding for Power Two Lewis Superstars Keep Secrets Secrets Complicate Succession When the Patient's a Celebrity Concealing Continues Waffling: Good News, Bad News, No News Waffling by Waiting Creating a Golden Coffin Waffling Draws Attention Waffling by Imaging Bungling: Is the Boss Just Stressed or Going Crazy? A Thricetold Tale Signals Many; Responses Few Other Early Warnings Discounted A Vicious Media Frenzy Post-Mortem Stonewalling by Friends and Foes Fiction More Telling Than Fact Looks Different Ashore Imaging: Seeing Isn't Believing Anymore Secrets Hurt Politically, Medically, and Personally Secrets Broke the Secrecy Image Altering, Illness, and Peripatetic Bones "Bob Roberts" Wasn't First Prescriptions for Healthy Images
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1998