Crisis Communication: Maintaining Reputation and Trust in the Age of Social Media

Crisis Communication: Maintaining Reputation and Trust in the Age of Social Media presents a comprehensive guide to how organisations can respond, adapt, and maintain public trust amid the increasingly complex crises of the digital age. Through seven structured chapters, the book explores everything from how crises no longer recognise time and place to the theoretical foundations of crisis communication that underpin every strategic move. The discussion continues with the role of reputation and trust as the most valuable intangible assets in a crisis, as well as how to manage media and information flows amid public pressure. A special chapter on crisis communication in the age of social media highlights the dynamics of speed, virality, and public participation that are disrupting old paradigms. Furthermore, the book examines the roles of various actors - from leaders and spokespersons to the public itself - in shaping crisis narratives and offers practical strategies for maintaining credibility and restoring an organisation's image. It is essential reading for communications professionals, organisational leaders, and anyone seeking to understand the art of surviving a reputational crisis.