TABLE OF CONTENTS
 

THE INEVITABLE UNDESIRED – PREFACE BY PROF. TODOR PETEV ..... 13 

INTRODUCTION
..... 17 

Chapter I.
DEFINITION OF CRISIS SITUATION
1.1. Concept of crisis: an example of interdisciplinary approach
       1.1.1. Crisis: evolution of the concept
       1.1.2. Theoretical conceptions and definitions of crisis
1.2. The affected company as a self-organized system
1.3. Crisis process: stages of development
       1.3.1. Cycle of development of the crisis: exogenous approach
       1.3.2. Cycle of development of the crisis: endogenous approach
1.4. Typology of crises
       1.4.1. Navigation map of crises
1.5. Stakeholders in crisis situation

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..... 29 
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..... 39 
..... 42 
..... 43 
..... 50 
..... 51 
..... 55 
..... 62 

Chapter II.
PLANNING AND PROGRAMMING IN CRISIS SITUATIONS
2.1. Factors, influencing decisions in a crisis
2.2. Crisis Team – factor for effective communication management
       2.2.1. Architecture and Crisis Team modules
       2.2.2. Functions of the Crisis Team
2.3. Definition of purposes: element of the crisis planning
2.4. Methods for constructing crisis scenarios
       2.4.1. Appraisal of crisis scenarios

..... 67 
..... 68 
..... 82 
..... 83 
..... 90 
..... 96 
..... 98 
... 104 

Chapter III.
ACTION AND COMMUNICATION DURING A CRISIS
3.1. Communication crisis plan
3.2. Corporate image: a resource to survive at crisis situations
3.3. Speaker: an incarnation of corporate communication strategy
3.4. Communication with external audiences: media during crises
       3.4.1. Characteristics of the mediatization of the crisis
       3.4.2. Principles and instruments of communication with the media
                during a crisis
3.5. The victims: ethical dimension of the communication management
3.6. Internal communication: prevention from rumors
       3.6.1. Decoding: a stage of rumor management
       3.6.2. Efficiency of the work with rumors

... 109 
... 109 
... 111 
... 113 
... 115 
... 119 

... 125 
... 135 
... 138 
... 143 
... 144 

Chapter IV.
EVALUATION OF THE EXPERIENCE
4.1. Capitalization of the experience
4.2. Cognitive resources during a crisis
       4.2.1. Tactics for the normalization in crisis situations
4.3. Public Diplomacy: problems for the understanding
       4.3.1. PR techniques for understanding within public diplomacy
4.4. Choice of research methods
4.5. Cases from Bulgarian practice of communication management
       during a crisis

... 149 
... 149 
... 152 
... 157 
... 159 
... 160 
... 163 

... 170 

CONCLUSION
... 187 

BIBLIOGRAPHY
... 193 

ANNEXES:

Annex 1.  Industrial crises from the end of 20th and the beginning of
               21st century

... 208 

Annex 2.  The crisis with the pilots of "Bulgaria Air" company (March, 2005)
... 211 

Annex 3.  The burglary of the safety vault of "South Park" Branch of
               HVB Bank Biochim (23 March 2004)

... 213 

Annex 4.  The breakdown at "Metropolitan Electric Power Distribution" Plant,
               "Zapad" Region (22-23 December, 2003)

... 214 

Annex 5.  The explosion at "Ambassador" Hotel (15 November 2000)
... 216 

Annex 6.  Cascade crises in Sri Lanka, in consequence of the tsunami in the
               region of Eastern Asia (February 2005).

... 217 

Abstract in English
... 219 

Abstract in French
... 223 

 
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