ABSTRACT
Part 2 of the textbook focuses on issue factors and how to evaluate stakeholders, risks, and the influence of crisis type on organizations. Therefore, Chapter 4 introduces issues management by explaining that organizations should be viewed as stewards of their stakeholders’ interests and arguing that the degree to which an organization is successful in managing issues and crises depends on its ability to manage stakeholder expectations and evaluations about both the situation and the organization. The chapter connects expectancy violation theory with the practical introduction of the issues management process, providing a concrete ‘how to’ discussion about the four steps in the issues management process: Scanning, monitoring, decision-making, and evaluation. It also introduces a common tool used in issues management – the risk register.
