List of figures and tablesAbout the authorPrefaceAcknowledgements1 Are you ready for a crisis? Creating and testing a crisis communication planControlling the narrativeStrategy or plan?The crisis communication strategySharing the crisis communication planUnderstand the planConclusionNotes2 Recognizing a crisis: What it is and how to spot itWhat makes a crisis?Anatomy of a crisisThe importance of preparednessThe role of the communicatorConclusionNotes3 The operational response: The approaches and how they relate to communicationsThe first stepsMisinformation, disinformation and fake newsWho can we learn from?A military approachThe emergency services approachOther approachesA strong frameworkCommunication at the heart of the responseConclusionNotes4 Remembering the people: How employees should come firstInvolving peopleMaking connectionsThe internal audienceLearning the languageCareless wordsEmployees and recoveryBuilding success in employee engagementEvaluating the impactThe future for staffConclusionNotes5 It's tough at the top: The role of leadership in a crisisDriving the crisis responseCrisis leadership qualitiesThe right imageTraining leaders in communicationWho is the spokesperson?Supporting the spokespersonEnsuring staff wellbeingLeader's checklistsConclusionNotes6 The impact on the community: Managing the consequencesWho are the community?What is consequence management?Working with those affected and their familiesCommunicating with victimsPrinciples for victim communicationWhat is stakeholder management?ConclusionNotes7 It's OK to not be OK: Ensuring support is in placeRecognizing the impactModern pressuresCreating a resilient organizationCreating resilient communitiesWellbeing before a crisisWellbeing during a crisisWellbeing in recoveryWhat are trigger points?Communication and wellbeingConclusionNotes8 Stepping on the road to recoveryWhat is recovery?Long-running crisesMaking the decisionTraining for recoveryThe focus of recoveryWhen there is no return to normalThe four Rs of long-term recoveryDebriefs and reviewsConclusionNotes9 So, what happens next?The five Ps of crisis communicationMaintaining readinessBottom upDo it nowConclusionIndex