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Pamela Walaski

Risk and Crisis Communications: Methods and Messages Hardcover – Sept. 6 2011

by Pamela (Ferrante) Walaski (Author)

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The go-to guide for learning what to say and how to say it

In this climate of near constant streams of media messages, organizations need to know how to effectively communicate risks to their audiences and what to say when a crisis strikes. Risk and Crisis Communications: Methods and Messages is designed to help organizations understand the essential components of communicating about risks during a crisis, and it carves out a role for safety health and environmental (SH&E) professionals in the process.

Covering common theoretical concepts and explaining the positions of noted experts in the field such as Peter Sandman and Vincent Covello, the book provides a fundamental understanding of the process behind crafting effective messages for a variety of different situations and explains the consequences of saying the wrong thing to an emotional audience. Incorporating numerous case studiesincluding the BP Deepwater Horizon Oil Spill and the 2010 H1N1 pandemicit shows how messages can change the way an audience perceives an event and how they react to it, clearly demonstrating how ineffective messages can create untold difficulties for an organization's public image.

Savvy SH&E professionals know that their role in helping to craft risk and crisis messages as well as assisting in the execution of risk communication plans provides a critical path to becoming more valuable members of their organizations. Risk and Crisis Communications: Methods and Messages provides invaluable assistance in helping SH&E professionals add value to their organization.

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ISBN-10

0470592737
ISBN-13

978-0470592731
Edition

1st
Publisher

Wiley
Publication date

Sept. 6 2011
Language

English
Dimensions

15.24 x 1.78 x 23.62 cm
Print length

224 pages

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Review

“However, given the balance of theory and practical information in Walaski’s book, it is certainly a good addition to the library of risk and crisis communications professionals.” (Technical Communication, 1 November 2012)

From the Inside Flap

The go-to guide for learning what to say and how to say it

From the Back Cover

The go-to guide for learning what to say and how to say it

Covering common theoretical concepts and explaining the positions of noted experts in the field such as Peter Sandman and Vincent Covello, the book provides a fundamental understanding of the process behind crafting effective messages for a variety of different situations and explains the consequences of saying the wrong thing to an emotional audience. Incorporating numerous case studies including the BP Deepwater Horizon Oil Spill and the 2010 H1N1 pandemic it shows how messages can change the way an audience perceives an event and how they react to it, clearly demonstrating how ineffective messages can create untold difficulties for an organization's public image.

About the Author

Pamela (Ferrante) Walaski is the President of JC Safety & Environmental, Inc., a health and safety consulting firm and is a frequent speaker and seminar presenter on the topic of risk and crisis communications. She holds both the CSP and CHMM designations, and writes regularly for the leading professional journals. She is both chair of the Technical Publications Advisory Committee and administrator of the Consultants Practice Specialty of the ASSE, and was a contributing author to The Safety Professionals Handbook. In 2011, she was the recipient of the ASSE President's Award.

Publisher ‏ : ‎ Wiley
Publication date ‏ : ‎ Sept. 6 2011
Edition ‏ : ‎ 1st
Language ‏ : ‎ English
Print length ‏ : ‎ 224 pages
ISBN-10 ‏ : ‎ 0470592737
ISBN-13 ‏ : ‎ 978-0470592731
Item weight ‏ : ‎ 499 g
Dimensions ‏ : ‎ 15.24 x 1.78 x 23.62 cm
�鶹�� Rank: #176,093 in Books (See Top 100 in Books)
- #12 in Technological Risks
- #44 in Manufacturing Health & Safety
- #47 in Technological Safety
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Robert
Book arrived in excellent shape.
Reviewed in Canada on March 29, 2025
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Robert

Book arrived in excellent shape.

Reviewed in Canada on March 29, 2025
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Louise Mcphee
Came early!
Reviewed in Canada on January 30, 2019
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Came earlier than expected!’
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Stacie S.
Perfect, and came fast
Reviewed in Canada on April 19, 2016
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An�鶹��Customer
Very timely topic - well written, informative yet engaging
Reviewed in the United States on June 12, 2012
�鶹�� Vine Customer Review of Free Product( What's this? )

As a college instructor, business writer and consultant this topic immediately caught my attention. Perhaps no time in recent history has it been more important to have a comprehensive risk and crisis communication strategy. Whether you work in a hospital, government or just need to deal with upset clients via social media - learning how, when, and what to do in the event of a crisis is a necessity of doing business in the modern world.

Despite the importance of this topic, very few serious attempts have been made to create a useful response to the need and those that are available tend to focus exclusively on one specific area such as bioterrorism response etc... While there is nothing wrong with that per se, what is needed is a generalized approach capable of being fit to each situation, industry etc..this is the perfect book for that need!

Not only is this very well written but actually manages to be engaging. No, it probably won't make the NYT best seller list but it also will not put the reader to sleep while trying to gain insight into this highly important topic. The tone is informative yet non-presumptious in coverage. It provides full explanations for each approach along with generally useful examples, concepts and other pertinent information. It is NOT a 'how to' (although the reader will certainly feel much more prepared) but rather a 'why to' and 'what to do' 'when' type of book. In short, it is designed to empower the reader to make informed decisions on the best way to approach a plethora of differen situations.

If there was one shortcoming, it would be the legal and/or fiduciary issues. While these are covered, this is such an important aspect that greater details would have strongly enhanced this portion. The current portion provides some general guidance to the reader to at least make them aware of potential pitfalls but in a very generic manner which could actually cause one to have a false sense of security. For example, my field (healthcare and business) is highly concerned with crisis management requiring quite conscientious understanding of what words mean and/or may be construed as meaning to both patients, family, attorney, shareholders, board of directors etc...again, this provides some awareness of such issues but the lack of depth could be problematic for those that think they understand more than they actually do in the long run. Aside from this one consideration, still a superb introduction to a very important topic.

Excellent book!

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Reasonable Reviewer
Must read for strategic leaders of all walks
Reviewed in the United States on March 27, 2012
�鶹�� Vine Customer Review of Free Product( What's this? )
The book clearly states that it is for health, safety, and environmental professionals, but I read it from a military perspective. (It's what I do.)

The entire book was well layer out and started with an overview of the theory and went onto a chapter by chapter description of critical topics from assessing the audience through crafting the message and shaping the results.

Bravo!

I'm going to recommend this as required reading for the Army War College. It's that useful.

If you're a professional that is in a position to either warn people or occasionally deliver bad news then you would benefit from reading this book.

In service,

Rich

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Aaron C. Brown
A good book, but narrower than the title might suggest
Reviewed in the United States on March 7, 2012
�鶹�� Vine Customer Review of Free Product( What's this? )
The primary focus of this book is on public speaking in order to get people to take certain actions in response to either potential danger or actual disaster. There is some coverage of written and Internet communication, but it gets less attention. There is no discussion of communication of good risks--opportunities--nor of non-physical dangers, such as investment or policy risks. The three specific scenarios analyzed are:

People are afraid of some physical danger from a project, and you want them to stop their opposition
People are not afraid enough, and you want them to take specific actions to mitigate a physical danger
A disaster has occurred and you want people to react in a particular way

Early in the book, there is a discussion of the range of purposes of risk communication. You might want to give people information so they can decide things for themselves. You might know the best action (perhaps, Run for your life! Now!) and just want to get people to take it, without worrying too much about communicating truth. Or you might want to get people to take a certain action for your own reasons (such as, Allow us to build the plant, or, Don't sue us) again, without worrying too much about communicating truth. But once you get into the book, only the last one gets much attention. In other words, this book is more about persuasion than communication.

The book is even narrower than this might suggest. One potential reader might be a technical expert who wants to improve her communication ability. This book is far too dry and theoretical for that. The book tells you how to communicate, it doesn't demonstrate it. Another possible reader would be an experienced communicator who wants to learn how to convey physical risk or disaster information. Parts of this book are too basic for him (example, if there has been a major tragedy, don't tell jokes at the press conference), and most is unrelated to that application. The book is aimed squarely at a risk or crisis communications manager who will select and refine the message, then coach subject matter experts or executives to communicate it.

If you think that's too narrow for a 200 page book, you will be surprised. There is a tremendous amount of regulatory and legal detail you need to have down, and an elaborate theoretical framework for implementing your plan (I found some of this to verge on consultant-speak designed to pad reports rather than do any good, but I'm no expert). The author has long experience doing this, and has studied the good and bad things other communication professionals have done. There are many non-intuitive aspects of it, many ways for a well-meaning expert who is experienced at communication to fail.

I did find myself getting queasy at a few passages. For example, there is a section that begins with the observation that expressions of sympathy are not admissions of legal liability. This is certainly an important issue to understand, but it's not very pleasant. The advice is to begin by expressing empathy or sympathy (more effective if you can relate it to yourself or your family personally), then use a transition (there is a long section on how to do transitions) to move on to the objective. Do we really need a book to teach more people how to say, "I am deeply saddened by this terrible tragedy and can imagine how I would feel if my little girl had been outside than chemical plant when it blew up, I know exactly how each and every one of you feel, but of course my client can in no way be held financially responsible for your loss. We will do everything in our power, except change any business practice or spend any money, to help you through the result of this entirely unavoidable event." I'm not in the business, however, so I can't judge. No doubt there are people who don't like stuff I do.

Overall, this is an information-packed book by an experienced and thoughtful author, addressed to a narrow professional group.

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David Field
Life is risk, this book helps control it
Reviewed in the United States on May 3, 2012
�鶹�� Vine Customer Review of Free Product( What's this? )
I'll bet you looked at the price of this book and thought, "Wow! How can even �鶹�� justify charging that much?"

The price reflects what would happen if you didn't buy it. The book is there instead of a visit from a consultant like Pamela (Ferranti) Walaski, who would charge much more than the cost of this book per hour.

And the amount of money it could save you is immeasurable. Think of the possible things that could go wrong with your company and it will send shudders down your spine. Obviously, some companies, like BP have bigger risks than others, but just about everyone can be sued for an alleged offense.

In fact, you could get a better job by becoming the risk expert in a small company. However, I'd recommend reading this book, preparing a briefing for the boss, and then trying to get a consultant in.

The book is mainly about communications, and it has a primer on the dangers of speaking to the press. Most situations where a crisis becomes a real problem for a company is when the company is seen as unresponsive or uncaring, whereas it's just unprepared to dealing the unexpected interest. It is sad when a company is doing exactly what people want it to do, but is catching flak because the public doesn't know about it.

So get this book in advance. Read it, and put a crisis plan into operation. Pamela Walaski writes well (if a bit academically) and deals with instances like the BP Gulf oil leak. I'm sure that BP thought it was well-prepared (sorry for the pun) but it lead to the firing of BP's CEO head, and his removal to Russia. People want someone to suffer, and Tony Hayward had to go. I'll bet that Hayward was good at aspects of his job (if not crisis management) and BP probably had trouble finding someone as good.

So get ready for a crisis. Your company could lose millions in cash and goodwill that might have been avoided for the price of this book.

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Mark
Risk & Crisis Communications - A How-To Guide With A Strong Theoretical Foundation
Reviewed in the United States on April 26, 2012
�鶹�� Vine Customer Review of Free Product( What's this? )
Risk and Crisis Communications: Methods and Messages is a well-written guide to risk & crisis communications. In part it is a how-to guide to the process of crafting and communicating critical messages during crisis situations. But the book's best quality is that it provides such a strong foundation on the underlying theory of risk and crisis communications. This is a thought provoking treatment that will make you reconsider the process step-by-step. This book is targeted towards safety, health & environmental (SHE) professionals but more specifically those tasked with public relations and crisis planning.

The book approaches the process of crisis communications methodically, providing a historical background with the Three Mile Island incident as the initial example. Every aspect is covered in turn, from the introduction of basic terminology to a review of the communication process itself. And the theory and practice of creating messages that are suitable for certain circumstances are also broken down. It takes a while before the author combines all the basics into a discussion of the creation of a risk and crisis communication plan.

In cases where various alternatives need to be contrasted, the author has used a number of tables. These provide both food-for-though as well as practical guidance. Examples range from "Comparison of Message Delivery Mechanisms" (Table 6.4) to "Typical Trick Questions Asked By The Media" (Table 7.3)

The book closes by reviewing a number of case studies throughout chapter 10 before summarizing the various topics in the final chapter. This brings life to the various sections throughout the book.

CONCLUSION

The main point I came away with after reading this book is that, ultimately, risk and crisis communications is about the decision making process. This book provides both the theoretical foundation and the practical advice to help you make the right decisions. As a side note, the paper stock included in this book could have been improved. But the content more than makes up for any shortcomings. I recommend this text. I suspect most readers will be thinking about the included concepts long after they have read it.

Enjoy.

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