What Were They Thinking? : Crisis Communication: The Good, the Bad, and the Totally Clueless

Frontmatter -- CONTENTS -- ACKNOWLEDGMENTS -- Introduction -- Johnson & Johnson’s Tylenol Scare. GETTING IT RIGHT -- The Exxon Valdez Oil Tanker Spill. THE INVISIBLE AND CLUELESS CEO -- The New York Knicks. KNOW WHEN TO FOLD ’EM -- Chaos in a West Virginia Coal Mine. “THEY’RE ALIVE!” -- The Church’s Pedophilia Scandal. SKELETONS IN THE CLOSET -- Dick Cheney. MISFIRING UNDER PRESSURE -- The Glen Ridge Rape Case. “STAND BY OUR BOYS” -- The Death of Pat Tillman. THE COVER-UP IS ALWAYS WORSE -- Rudy Giuliani. A TALE OF TWO LEADERS -- Christie Whitman and the EPA. COMING CLEAN ON GROUND ZERO -- Prudential’s Terror Threat. THE “ROCK” GETS IT RIGHT -- Virginia Tech. A DEADLY DELAY? -- Don Imus. “I CAN’T GET ANYWHERE WITH YOU PEOPLE” -- Jon Corzine. GETTING IT RIGHT...AND GETTING IT WRONG -- Jet Blue Airways. A LATE-NIGHT DISASTER -- The O’Reilly “Factor”. KNOWING WHEN TO SHUT UP -- Taco Bell’s E. Coli Scare. WHEN GOOD INTENTIONS AREN’T ENOUGH -- The New York Times. COVERING UP FOR JAYSON BLAIR -- The Duke “Rape” Case. A RUSH TO INJUSTICE -- Alberto Gonzales. PAYING THE PRICE FOR PLAYING WITH WORDS -- NFL Boss Roger Goodell. SCORING BIG POINTS UNDER PRESSURE -- FEMA Fails during Katrina. TALK ABOUT “CLUELESS” -- NOTES -- ABOUT THE AUTHOR