Damage Control (Revised & Updated). Eric Dezenhall

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      Table of Contents

       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