Includes bibliographical references and index.

Contents: The lessons: Defining crisis communication -- Lessons on managing crisis uncertainty -- Lessons on effective crisis communication -- Lessons on effective crisis leadership -- Applying lessons: Examples of success and failure in industrial accidents -- Examples of success and failure during outbreaks of food-borne illness -- Examples of success and failures in response to terrorism -- Examples of success and failure during natural disasters -- Examples of success and failure during financial crises -- The opportunities: Learning through failure -- Risk communication -- Responding to the ethical demands of crisis -- Crisis as inspiring renewal through effective crisis communication.