ABSTRACT
With a firm grounding in the factors that affect crisis response, Part 5 of the textbook focuses on building crisis response that meets stakeholder needs. In Chapter 13, the challenges of crisis response in multi-platform and multi-actor environments are explored. Therefore, this chapter focuses both on cooperative and adversarial relationships between stakeholders and organizations. On the cooperative side, the chapter explores brand communities and co-creation of crisis response – using stakeholders to help develop and disseminate crisis response. The chapter highlights the importance of virtual communities for modern organizations and also explores the risks associated with these same virtual communities by discussing counter branding and activism against organizations as part of a modern complex environment. Finally, the chapter explores an often-ignored whistleblower.
