| Acknowledgements | p. x |
| Introduction | p. 1 |
| 'Crisis Management'-A General Outline | p. 4 |
| The Cobra: the case of Exxon-Valdez | p. 4 |
| The Python: the case of Intel's Pentium 1 | p. 5 |
| Consultants' definitions of crisis and its management | p. 7 |
| Origins and evolution of crisis management | p. 10 |
| The fundamental principles of crisis management | p. 13 |
| Key publics | p. 13 |
| The media | p. 14 |
| Delayed and defensive communications: the case of Exxon-Valdez | p. 15 |
| The media's need for a story: the Braer incident | p. 19 |
| Managing media representations | p. 22 |
| Consultants' communication strategy and symbolic interactionism | p. 28 |
| An outline of symbolic interactionism | p. 28 |
| Affinities between the consultants' rationale and symbolic interactionism | p. 33 |
| Why is crisis management here? | p. 37 |
| The consultants' explanation | p. 37 |
| The 'risk society' perspective | p. 40 |
| Zones of convergence | p. 41 |
| The promotion of crisis management | p. 49 |
| A view of society as requiring crisis management | p. 49 |
| The citation of cases | p. 51 |
| Conclusions | p. 56 |
| Brent Spar - Setting the Stage and the 'Emerging' and the 'Immediate' Phases of the Crisis | p. 61 |
| On the different conceptualisations of this case | p. 61 |
| An introduction to Shell | p. 62 |
| Royal Dutch/Shell Group | p. 62 |
| Shell UK and Shell Exploration and Production | p. 65 |
| Brent Spar | p. 66 |
| Greenpeace and its campaign | p. 67 |
| Claims and counterclaims: An outline of the claims made by Greenpeace and Shell | p. 72 |
| Consultants' claims about this case | p. 77 |
| The emerging crisis | p. 78 |
| Shell's activities prior to the protest | p. 78 |
| How Greenpeace discovered the campaign | p. 79 |
| Events | p. 80 |
| The immediate crisis situation: June 14-20, 1995 | p. 99 |
| Conclusions | p. 111 |
| Media Coverage and an Analysis of the Consultants' Interpretation of the Case | p. 112 |
| Press and television coverage of the Brent Spar story | p. 112 |
| Claims made about media coverage | p. 113 |
| Shell's claims | p. 113 |
| Greenpeace's claims | p. 115 |
| Consultants' claims | p. 116 |
| On the claims of media bias | p. 119 |
| On the making of news | p. 121 |
| Objectives and methods of analysing media coverage of the crisis and its aftermath | p. 126 |
| The contexts of the newspapers and television news | p. 127 |
| Press coverage | p. 133 |
| Framing Shell | p. 134 |
| Framing Greenpeace | p. 137 |
| Framing risks and scientitic opinion | p. 140 |
| Framing protests | p. 143 |
| Observations on the press coverage | p. 145 |
| Television coverage | p. 147 |
| BBC | p. 150 |
| ITV | p. 154 |
| Channel 4 | p. 156 |
| The visual coverage of the crisis | p. 159 |
| Observations on the television coverage | p. 163 |
| On the consultants' interpretation of this case | p. 164 |
| Conclusions | p. 181 |
| Crisis Management After the Crisis | p. 187 |
| A new communications strategy | p. 188 |
| An overview of events and arguments | p. 190 |
| Shell's case: Making external aspects problematic | p. 193 |
| Brent Spar - A Public Relations Disaster? - An article by the Public Affairs Director of Shell UK | p. 195 |
| Not Black and White but Shades of Green - A speech by the Chairman of Shell UK | p. 198 |
| Did Shell's case gain support in the media? | p. 202 |
| Television coverage | p. 203 |
| BBC | p. 203 |
| ITV | p. 209 |
| Channel 4 | p. 212 |
| How could television coverage affect what Shell proposed after the crisis? | p. 215 |
| Press coverage | p. 216 |
| The abrupt end to the Mirror's coverage | p. 217 |
| The Guardian's shifting allegiances | p. 218 |
| A favourable depiction of Shell | p. 218 |
| A critical press attention on Greenpeace and its campaign | p. 220 |
| A view of the crisis as having displayed what the papers took to be truths about the status quo | p. 224 |
| How might press coverage affect Shell's case? | p. 228 |
| Did Shell's activities after the crisis reflect the consultants' advice? | p. 230 |
| Conclusions | p. 233 |
| Conclusions | p. 236 |
| Notes on Method | p. 243 |
| 'Spar Scene' | p. 249 |
| Notes | p. 250 |
| Bibliography | p. 257 |
| Index | p. 264 |
| Table of Contents provided by Ingram. All Rights Reserved. |
