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Damage control : the essential lessons of crisis management / Eric Dezenhall and John Weber.

by Dezenhall, Eric.

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Westport, Conn. : Prospecta Press, c2011.

Crisis management -- United States -- Case studies.

Public relations -- United States -- Case studies.

9781935212249 (pbk.) :

xii, 239 p. ; 21 cm.

New, rev. pbk. ed.

The Tylenol case isn't the model for every crisis -- Know the difference between a nuisance, a problem, a crisis, and a marketplace assault -- Blame and resentment -- Offense wins, defense loses -- Cloak every argument in a principle -- Preach to the choir -- Damage control means more than having to say you're sorry -- A crisis well managed is a tale of redemption -- When you can't make them like you, make them stop attacking you -- Dissuasion -- Do the media's job for them -- When the judge and jury need to know -- Write your own case history -- Know when to fold them -- The best case studies are the ones you'll never hear about -- In crisis, personality trumps planning -- Know whose side your team is on -- The crisis in your future -- Fighting back in the age of YouTube --Our permanent leakocracy.

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