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Ongoing Crisis Communication
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Ongoing Crisis Communication
Planning, Managing, and Responding

Seventh Edition
September 2026 | 320 pages | SAGE Publications, Inc
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Ongoing Crisis Communication: Planning, Managing, and Responding provides an integrated approach to crisis communication that spans the entire crisis management process and crosses various disciplines. A truly integrative and comprehensive text, this book explains how crisis management can prevent or reduce the threats of a crisis, providing guidelines for how best to act and react in an emergency situation. The Seventh Edition includes new coverage of the integration of social media platforms and various AI applications in crisis management and communication, risk management, internal crisis communication, and post-alert messaging. The revised edition also draws upon recent trends and insights from management, public relations, organizational psychology, marketing, organizational communication, and computer-mediated communication research.
 
Preface
 
Acknowledgments
 
About the Author
 
Chapter 1: A Need for More Crisis Management Knowledge
Crisis Management Defined

 
The Initial Crisis Management Framework

 
Importance of Crisis Management

 
Chapter Summary

 
Discussion Questions

 
 
Chapter 2: Risk as the Foundation for Crisis Management and Crisis Communication
The Knowns and Unknowns Framework of Risk

 
Risk in the Organizational Context

 
Enterprise Risk Management

 
Chapter Summary

 
Discussion Questions

 
 
Chapter 3: The Crisis Mitigation Process: Building Crisis-Resistant And Resilient Organizations
Thinking About Risk Mitigation

 
Application of the Boyd OODA Loop: Observe

 
Application of the Boyd OODA Loop: Orient

 
Application of the Boyd OODA Loop: Decide and Act

 
Chapter Summary

 
Discussion Questions

 
 
Chapter 4: Crisis Preparing: Part I
Preparing: Its Place within Crisis Management

 
Diagnosing Crisis Threats: The Start of Preparing

 
Selecting a Crisis Management Team

 
Training a Crisis Management Team

 
Resilience Training and Crisis Teams

 
Selecting and Training a Spokesperson

 
Chapter Summary

 
Discussion Questions

 
 
Chapter 5: Crisis Preparing: Part II
Developing a Crisis Management Plan

 
Beyond the Crisis Management Plan

 
Reviewing the Crisis Communication System

 
Chapter Summary

 
Discussion Questions

 
 
Chapter 6: Recognizing Crises
Selling the Crisis

 
Crises and Information Needs

 
Information-Processing Mechanisms

 
Chapter Summary

 
Discussion Questions

 
 
Chapter 7: Crisis Responding
Form of the Crisis Response

 
Elaborating on Crisis Communication as Strategic Communication

 
Crisis Response Strategies: Adjusting and Instructing Information (Supportive Communication)

 
Crisis Response Strategies: Reputation Management Strategies

 
Contextual Factors: Evaluating Threats

 
Chapter Summary

 
Discussion Questions

 
 
Chapter 8: Postcrisis Concerns and Epilogue
Continuing the Crisis Performance

 
Crisis Management Evaluation and Refinement

 
Epilogue

 
Chapter Summary

 
Discussion Questions

 
 
References
Key features
NEW TO THIS EDITION:

  • Updated examples include the integration of social media platforms and various AI applications in crisis management and communication.

  • An AI primer added to Chapter 1 to explain the various AI applications that can be useful for crisis management and communication.

  • Expanded discussion of risk including coverage of known-unknown framework for risk, the risk matrix, and the value of risk curiosity.

  • Enhanced coverage of internal crisis communication including how to develop warning messages along with more of a focus on helping crisis victims cope with the crisis.

  • New coverage of escalation protocol to the crisis management plan discussion.

  • Learning objectives appear at the beginning of every chapter.
  • Updated examples in every chapter present recent crises and the effect of crisis communication on the outcomes.

 KEY FEATURES:

  • Crisis management is integrated with three other proactive management functions—issues management, risk management, and reputation management—demonstrating that the best way to manage a crisis is to prevent one.
  • The term crisis is refined by discussing the differences between traditional and social media crises.
  • What Would You Do? mini-cases allow readers to apply book concepts to real crisis events. Many of the cases use running examples and appear in two or three chapters to illustrate how crises evolve.
  • Discussion questions at the end of chapters help readers extend their understanding of the material.
  • Crisis Leadership Competencies boxes for each chapter identify ways that leaders can facilitate and enhance crisis communication efforts.
  • An Epilogue summarizes key lessons for managers from the vast crisis communication research literature and identifies important trends that will shape the near future of crisis communication.