9. When the Crisis Is Triggered

This chapter provides a comprehensive overview of crisis management in the context of organizational communication. It discusses key points of attention and theories related to crisis communication management, highlighting the importance of being prepared and crisis-ready. The chapter also delves into the different types of risks and crises that organizations may face, including both traditional and new risks. Additionally, it explores the strategic aspects of crisis communication, emphasizing the need for proactive management and the use of various communication channels. The chapter includes an in-depth case study of Maersk's crisis management during the Russia-Ukraine conflict, offering practical insights into handling global crises. Furthermore, it discusses the role of internal stakeholders in crisis management and the importance of maintaining open communication both internally and externally. The chapter concludes with an interview with renowned crisis communication researcher Timothy Coombs, providing valuable perspectives on effective crisis management strategies.