Communicate in a crisis : understand, engage and influence consumer behaviour to maximize brand trust / Kate Hartley.
نوع المادة : نصاللغة: الإنجليزية الناشر:London : Kogan Page, 2019وصف:xiv, 237 pages : illustrations ; 24 cmنوع المحتوى:- text
- unmediated
- volume
- 0749486503
- 9780749486501
- 9780749498924
- 0749498927
- Public relations -- Handbooks, manuals, etc
- Public relations -- Case studies
- Branding (Marketing) -- Psychological aspects
- Customer loyalty
- Corporations -- Public relations
- Mass media and business
- Communication in crisis management
- Crisis management
- Communication in crisis management
- Corporations -- Public relations
- Crisis management
- Customer loyalty
- Mass media and business
- Public relations
- HD49.3 .H37 2019
نوع المادة | المكتبة الحالية | رقم الطلب | رقم النسخة | حالة | تاريخ الإستحقاق | الباركود | |
---|---|---|---|---|---|---|---|
كتاب | UAE Federation Library | مكتبة اتحاد الإمارات Temporary Shelves | الرفوف المؤقتة | HD49.3 .H37 2019 (إستعراض الرف(يفتح أدناه)) | C.1 | Library Use Only | داخل المكتبة فقط | 30020000081325 | ||
كتاب | UAE Federation Library | مكتبة اتحاد الإمارات Temporary Shelves | الرفوف المؤقتة | HD49.3 .H37 2019 (إستعراض الرف(يفتح أدناه)) | C.2 | المتاح | 30020000068681 |
Includes bibliographical references and index.
Understand how consumer behaviour has changed. Kick a brand when it's down: why we love to hate our favorite brands -- The issue of declining trust in the spread of fake news -- Who do I trust? The rise of individual influencers versus declining traditional media -- It's outrageous! Understanding the new response to outrage and bad news, and the role of social media -- I want it now: managing consumer expectation for instant information -- Profile of a troll: understanding and dealing with trolling behaviour -- The conscious consumer: the question complex and pressures of brand transparency -- The role of changing consumer behaviour in crisis management and response. The new challenges: understanding the impact of changing consumer behaviour on crisis management strategies -- What is acceptable in a crisis? How to differentiate business as usual versus crisis management -- The social media Hydra: principles of transparency versus suppression of information in crisis mitigation -- Crises in action: lessons learned from crisis responses from five major brands -- The importance of telling the truth and its role in crisis and reputation management -- Withstanding the attack: the importance of resilience in your communications teams -- Building your crisis communication strategy and response -- The brain's response to a crisis and training your team to cope -- Insights from crisis communication influencers on managing the threats facing brands -- The role of leadership in a crisis and preparing your crisis team -- Showing humanity and empathy in a crisis: when it counts and when it's empty -- What do I do first? Getting your priorities right in a crisis -- Harnessing the crowd: using influencers and advocates to calm the crisis: an interview with Scott Guthrie -- The role of technology in crisis management: using predictive analysis, social listening, search data and insights -- Practical steps to prepare, execute and analyse a crisis response (and avoid common pitfalls).