چهار مرحله مدیریت بحران بسیار موثر: چگونه رسانه ها را در عصر دیجیتال مدیریت کنیم (۲۰۱۱)
The Four Stages of Highly Effective Crisis Management: How to Manage the Media in the Digital Age 2011

1. Front Cover

2. Contents

3. Preface

4. Acknowledgments

5. Author

6. Chapter 1: What Is a Crisis?

7. Chapter 2: The Role of Media in a Crisis

8. Chapter 3: Social, Interactive, and Everywhere All the Time

9. Chapter 4: Social Media’s Role in Crisis

10. Chapter 5: Media Ethics: What Drives Traditional Media Behavior?

11. Chapter 6

12. Chapter 7: Stage One—Fact-Finding Stage

13. Chapter 8: Beware the ST Factor: Remember the Context

14. Chapter 9: Stage Two—The Unfolding Drama

15. Chapter 10: Stage Three—Finger-Pointing Stage = Blame Game

16. Chapter 11

17. Chapter 12: Who?

18. Chapter 13: To CEO or Not?

19. Chapter 14: Head and Heart

20. Chapter 15: Role of the Frontline

21. Chapter 16

22. Chapter 17: Understanding Journalists’ Questions

23. Chapter 18: Techniques to Get Your Message Across

24. Chapter 19: Dealing with Difficult Questions

25. Chapter 20: Never Repeat the Poison: Avoid Negative Language

26. Chapter 21: How the New Media Are Changing the Rules for Interviews

27. Chapter 22: Lights, Camera, Action—The Interview

28. Chapter 23

29. Chapter 24: Why Communicate in a Crisis?

30. Chapter 25: What to Communicate?

31. Chapter 26: To Apologize or Not—The Role of the Apology in a Crisis

32. Chapter 27: Language in a Crisis—Fall in Love with We; No Toxic Language, Please

33. Chapter 28: How to Get Your Message Across

34. Chapter 29: Where? New Media Tools

35. Chapter 30

36. Appendix A: Guidelines for Briefing Spokespeople

37. Appendix B: Sample Media Contact Information Log

38. Appendix C: Sample News Release

39. Appendix D: Nine Steps to a Crisis Communication Plan

40. Appendix E: Useful Resources

41. Appendix F: Social Media Policy Resources

42. Appendix G: Social Media Resources for Crisis Communicators

43. Appendix H: 30 Things You Should Not Share on Social Media

44. Appendix I: WordPress Statement

45. Appendix J: Social Media Embracing the Opportunities, Averting the Risks

46. Back Cover