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Risk Issues and Crisis Management in Public RelationsContents About the authors xi Foreword xiii Preface xv Acknowledgements xviiIntroduction1PART 1 RISK ISSUES MANAGEMENT1. Outside-in thinking7Who can we trust? 7Consumer power and the rise of a non-governmental10orderCase study: Oxfam attacks Starbucks17Dealing with risk20Case study: MMR22Handling the organizational response24The advocacy approach25Public consultation – building dialogue into the28communications processThe rise of the precautionary principle29Case study: phthalates in toys30Case study: Chinese takeaways hit North American and33UK businessSummary38v Contents2. Issues management defined39What is issues management? 40What about the sceptics? 42What is an issue? 44Who should practise issues management? 45What are the functions of issues management? 46Summary483. Planning an issues management programme – 49an issues management modelIssue lifecycle51Case study: Vioxx – never ignore the warning signs54Case study: Monsanto wrecked brand and lost57opportunityCase study: Arla product boycott in the Middle East – issues60management planning needs to be globalCase study: Sony and Dell Hell – prevention is better63than cureThe importance of early action66Case study: Ribena found wanting67Summary724. CSR: the new moral code for doing business73Introduction73The growing business imperative74What constitutes good socially responsible
