Process approach : take a process approach to crisis communication -- Pre-event planning : engage in pre-event planning for crisis communication -- Partnerships : form stakeholder partnerships with publics -- Public concern : listen to and acknowledge concerns of publics -- Honesty :...

Acknowledgments -- The conceptual foundation -- Defining crisis communication -- Understanding crisis communication theory and practice -- The lessons and practical application -- Lessons on effective crisis communication -- Applying the lessons to produce effective crisis communication --...