In this episode, we explore Chapter 1 og 8 of the book "Interesseperspektiv på krisekommunikasjon" by Martin Ndlela , which provides an introduction to the importance of crisis communication and how modern society is increasingly vulnerable to various types of crises. The chapter emphasizes that crisis communication is a process that involves pre-crisis preparation, managing the crisis itself, and post-crisis learning and adaptation. Effective communication with stakeholders is essential for an organization’s success before, during, and after a crisis.

We discuss:

• The broad definition of stakeholders and their importance in crisis preparedness.

• Why crisis communication involves both one-way and two-way communication.

• How globalization, technological development, and social media have increased the visibility and complexity of crises.

• Notable crisis events like the United Airlines incident (2017) and Rema 1000’s marketing failure, showing how social media can rapidly escalate issues.

• The concept of “normal accidents” by Charles Perrow – High-risk systems inevitably lead to accidents due to their complex and tightly coupled nature.

• The difference between organizational crises and broader societal crises, and how organizations must prepare for both.

• Crisis typologies by various scholars (Lerbinger, Coombs) that categorize crises into clusters based on their nature and responsibility.

• The three-phase crisis model:

  1. Pre-crisis phase – Preparation, communication planning, and stakeholder engagement.

  2. Crisis phase – Rapid decision-making, communication, and damage control.

  3. Post-crisis phase – Learning, adapting, and improving crisis management practices.

     
     

This episode emphasizes that crisis communication is not just about responding to crises but involves continuous preparation, relationship management, and learning from past events.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book for a comprehensive understanding.

Source:
Ndlela, M. N. (2019). Interesseperspektiv på kriskommunikasjon. Universitetsforlaget.

In this episode, we analyze Chapter 8 of "Ongoing Crisis Communication", which focuses on the postcrisis phase, where organizations must evaluate their crisis management efforts, learn from mistakes, and maintain communication with stakeholders. The end of a crisis does not mean the end of crisis management; rather, it marks a transition to learning and preparation for future crises.

We discuss:

• The importance of crisis evaluation – How evaluating performance helps organizations learn and improve.
• Crisis Management Performance Evaluation:
• Impact Evaluation:
• Knowledge Management:
• Organizational Learning:
• The role of memorials and shrines:
• Ongoing monitoring and preparation:

This episode emphasizes that the postcrisis phase is not about blame but about learning, improving, and preparing for the next crisis. Organizations must capture lessons effectively and apply them to enhance their resilience.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Ongoing Crisis Communication" for a comprehensive understanding.

Source:
Coombs, W. T. (2023). Ongoing Crisis Communication: Planning, Managing, and Responding.

In this episode, we analyze Chapter 7 of "Ongoing Crisis Communication", which focuses on the crisis response phase, where organizations must act quickly and effectively to mitigate damage and communicate with stakeholders. This chapter emphasizes that timely, transparent, and consistent communication is essential for successful crisis management.

We discuss:

• The importance of a rapid response: Why speed matters and how it influences public perception.
• Responding quickly without making critical errors: The challenge of balancing urgency with accuracy.
• The role of social media in crisis communication: How platforms like Twitter and Facebook can amplify or mitigate a crisis.
• Internal vs. external communication: Ensuring employees are properly informed while also addressing the public.
• Message Mapping: Creating clear, concise, and accurate messages for different stakeholder groups.
• Transparency and openness: When and how to disclose information, including the limitations of full disclosure.
• The risks of "no comment" statements: Why they are perceived as admission of guilt and how to avoid them.
• Crisis response strategies: How denial, diminishment, rebuilding, and bolstering can be used effectively depending on the situation.
• Utilizing reputation management frameworks (SCCT): Tailoring crisis responses to mitigate reputational damage.
• Case studies and real-world examples: Lessons from historical crises and how communication shaped the outcomes.

This episode emphasizes that an effective crisis response requires well-prepared communication plans, strategic use of social media, and a strong focus on both internal and external stakeholders.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Ongoing Crisis Communication" for a comprehensive understanding.

Source:
Coombs, W. T. (2023). Ongoing Crisis Communication: Planning, Managing, and Responding.

In this episode, we analyze Chapter 6 of "Ongoing Crisis Communication", which explores the importance of recognizing crises and the challenges organizations face in identifying them early enough to respond effectively. The chapter emphasizes that not all crises are obvious, and the ability to detect and respond to early warning signs can be the difference between effective crisis management and catastrophic failure.

We discuss:

• Why some crises are not obvious, and how organizations can be blind to crises due to denial, cognitive biases, or communication breakdowns.
• The role of stakeholder perception – if stakeholders believe a crisis exists, the organization must address it, even if management is in denial.
• Crisis Framing: How the way a crisis is presented affects whether it is recognized and acted upon by top management.
• Crisis Dimensions: Understanding the importance of perceived salience, immediacy, and uncertainty in framing crises.
• Challenges in information processing: From information overload to biases like the MUM effect and selective perception.
• Knowledge management: How organizations collect, process, and utilize crisis-relevant information.
• Effective communication networks: Creating and maintaining a crisis knowledge map with internal and external stakeholders.
• Training and preparation: How regular simulations and training help reduce stress and improve decision-making during crises.
• Case studies: From the Challenger disaster to various corporate scandals, highlighting the consequences of failing to recognize and address crises.

This episode emphasizes that recognizing a crisis early requires overcoming organizational inertia, biases, and inadequate communication structures. Effective crisis management begins with identifying and acting upon warning signs before they escalate into full-scale emergencies.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Ongoing Crisis Communication" for a comprehensive understanding.

Source:
Coombs, W. T. (2023). Ongoing Crisis Communication: Planning, Managing, and Responding.

In this episode, we analyze Chapter 5 of "Ongoing Crisis Communication", which explores how organizations develop and implement Crisis Communication Plans (CCPs) to navigate crises effectively. A CCP is not a rigid script but a flexible guide that provides structure, roles, and communication strategies in high-pressure situations. However, a poorly designed or untested plan can do more harm than good.

We discuss:

• The value of crisis planning – why having a CCP matters but shouldn’t create a false sense of security.
• Key components of an effective CCP, including:
• Why overly prescriptive crisis plans can be dangerous – the need for adaptability in unpredictable situations.
• Testing and rehearsing a CCP – why untested plans are as ineffective as having no plan at all.
• The importance of digital preparedness – integrating social media, dark websites, and mass notification systems.
• Common pitfalls in crisis planning, such as neglecting internal stakeholders or failing to coordinate emergency response teams.

This episode emphasizes that having a Crisis Communication Plan is just the first step—regular training, testing, and adaptability are crucial for effective crisis management.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Ongoing Crisis Communication" for a comprehensive understanding.

Source:
Coombs, W. T. (2023). Ongoing Crisis Communication: Planning, Managing, and Responding.

In this episode, we analyze Chapter 4 of "Ongoing Crisis Communication", which explores how organizations can prepare for crises before they happen. Crisis preparation is an ongoing process, not a one-time event, and organizations must continuously assess risks, train teams, and develop response strategies to minimize the impact of crises.

We discuss:

• The six key steps in crisis preparation:
• How organizations can diagnose their vulnerabilities based on location, industry, and risk factors.
• Assessing crisis types – differentiating between operational crises (e.g., natural disasters, accidents, and cyberattacks) and paracrises (e.g., rumors, social media controversies, and reputational damage).
• How to select and train a Crisis Management Team (CMT) – why cross-functional teams with legal, PR, security, IT, and executive leadership are essential.
• The role of a spokesperson in a crisis – how media training, message control, and public perception shape crisis outcomes.
• The importance of continuous training, simulations, and crisis drills to ensure teams can function under stress.
• How crisis teams can avoid the "Normalization of Deviance" – why ignoring small warning signs leads to major disasters.

This episode emphasizes that crisis preparation is a proactive process that requires continuous monitoring, training, and organizational learning. Without preparation, even the best crisis response strategies will fail.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Ongoing Crisis Communication" for a comprehensive understanding.

Source:
Coombs, W. T. (2023). Ongoing Crisis Communication: Planning, Managing, and Responding.

In this third episode of a series of 8, we analyze Chapter 3 of "Ongoing Crisis Communication" by T. Coombs, which explores the crisis mitigation process and how organizations can become more resilient to crises. The key to effective crisis management is not just response—it’s prevention and mitigation. This chapter introduces key concepts like red flags, risk monitoring, and crisis-sensing mechanisms to help organizations identify potential threats before they escalate into full-blown crises.

We discuss:

• Why crisis mitigation is more realistic than crisis prevention – most crises cannot be fully prevented, but their impact can be reduced.
• The concept of "crisis-proofing" vs. "crisis resistance" – why no organization can be completely immune to crises.
• The role of Boyd’s OODA Loop (Observe, Orient, Decide, Act) in crisis mitigation.
• How organizations can detect crisis risks through environmental scanning and digital monitoring.
• The importance of red flags – identifying early warning signs of an impending crisis.
• How digital platforms, influencers, and social media monitoring can help predict and mitigate crises.
• Case studies, including corporate missteps and how organizations responded to early warning signs.

This episode emphasizes that crisis mitigation is an ongoing, proactive process that requires organizations to actively monitor risks, analyze warning signs, and take early action before a crisis spirals out of control.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Ongoing Crisis Communication" for a comprehensive understanding.

Source:
Coombs, W. T. (2023). Ongoing Crisis Communication: Planning, Managing, and Responding.

In this second episode of a series of 8, we analyze Chapter 2 of "Ongoing Crisis Communication" by T. Coombs, which explores risk as the fundamental basis of crisis management and communication. The best way to manage a crisis is to prevent it from happening, but effective crisis managers must also identify, monitor, and mitigate risks before they escalate. This chapter introduces key frameworks for risk management, including Enterprise Risk Management (ERM) and the OODA Loop, and explains how organizations can integrate risk, issue, and reputation management into their crisis response strategies.

We discuss:

• Why crisis management is more than just response—it starts with risk management.
• Enterprise Risk Management (ERM) as a tool for identifying and reducing vulnerabilities.
• The role of issues management in preventing risks from escalating into crises.
• Reputation management—how public perception can create or amplify crises.
• Boyd’s OODA Loop (Observe, Orient, Decide, Act) and its relevance to crisis decision-making.
• Real-world case studies, including corporate scandals, environmental disasters, and regulatory failures.

This episode emphasizes that effective crisis leadership requires a proactive approach, where organizations monitor risks, engage with stakeholders, and take preemptive actions before crises occur.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Ongoing Crisis Communication" for a comprehensive understanding.

Source:
Coombs, W. T. (2023). Ongoing Crisis Communication: Planning, Managing, and Responding.

In this first episode of a total of 8, we explore Chapter 1 of "Ongoing Crisis Communication" by Coombs, which highlights why crisis management is essential for all organizations. The chapter emphasizes that no organization is immune to crises, and without preparation, crises can result in severe reputational, financial, and operational damage. From corporate scandals to natural disasters, crisis management is an ongoing process that requires knowledge across multiple disciplines.

We discuss:

• Why every organization needs a crisis management strategy—no one is exempt from risk.
• The importance of a Comprehensive Crisis Management Program (CCMP) and why it must be evidence-based.
• The three-stage model of crisis management:
• Key definitions of crisis, including the difference between organizational crises and disasters.
• Operational crises vs. paracrises – why some crises disrupt operations while others primarily damage reputation.
• The role of stakeholder perception in defining a crisis.
• Crisis leadership and how effective leaders manage uncertainty and stakeholder expectations.

This episode sets the foundation for understanding why crisis management is not just about response—it’s about building resilience before a crisis even occurs.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Ongoing Crisis Communication" for a comprehensive understanding.

Source:
Coombs, W. T. (2023). Ongoing Crisis Communication: Planning, Managing, and Responding.

In this episode, we explore the afterword of Charles Perrow’s "Normal Accidents", where he reflects on the evolution of high-risk systems and whether we have made progress in managing their dangers since the book's first publication in 1984. Despite major accidents—Bhopal, Chernobyl, the Challenger disaster, and countless industrial failures—Perrow argues that systemic risks remain unchanged or have even worsened in some areas.

We discuss:

• Why catastrophic accidents keep happening, despite technological and regulatory advancements.
• How Perrow's theory has expanded beyond nuclear plants and chemical factories to include cybersecurity, medical systems, and financial markets.
• The Bhopal disaster (1984) as a non-system accident—why some disasters are simply "accidents waiting to happen."
• The rise of terrorism, biotechnological risks, and software failures as new categories of high-risk, tightly coupled systems.
• The Y2K scare—a potential "Normal Accident" that was narrowly avoided through global coordination.
• How corporate downsizing, privatization, and deregulation have increased risks in key industries.
• Why public risk perception is often more accurate than expert assessments, contrary to traditional belief.
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Perrow concludes that while our understanding of accidents has improved, our ability to prevent catastrophic failures in complex, tightly coupled systems remains limited. He warns that in some cases, the only real solution is to abandon or radically redesign the most dangerous systems.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by Charles Perrow or the publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Normal Accidents" for a comprehensive understanding.

Source:
Perrow, C. (1984, Afterword 1999). Normal Accidents: Living with High-Risk Technologies.