Expect the Unexpected - Issue and Crisis Management

The document discusses crisis management in communication, exemplified through three notable cases: Perrier's benzene scandal, Johnson & Johnson's Tylenol crisis, and the Mercedes A-Class failure during the moose test. It defines a crisis as a significant event that can adversely impact an organization and highlights common elements and strategies for effective management during such events. The analysis of each case emphasizes the importance of proactive communication, transparency with stakeholders, and the consequences of poor crisis response.