Keith M. Hearit Crisis Communication Management: Applying Theory To Real Cases -

In September 1982, seven people in Chicago died after taking Extra-Strength Tylenol capsules laced with cyanide. Johnson & Johnson was accused of negligence, and the very concept of over-the-counter drug safety was shattered.

—the active effort to defend oneself against accusations—and differentiates it from a standard apology. Case Study Integration: Uses real-world examples to illustrate societal perceptions of guilt and the effectiveness of different communication responses. Ethical and Legal Implications: Addresses the complex balance between managing legal liabilities and fulfilling ethical responsibilities during a public fallout. Actionable Guidance: Concludes with practical techniques for day-to-day management, including media relations and responding to digital-age challenges. Google Books +7 About the Author 12 sites Crisis Communication Management: Applying Theory to Real Cases About the Author. Keith M. Hearit is a professor of communication at Western Michigan University. A leading expert in the field of... Amazon.ca Crisis Communication Management: Applying Theory to Real Cases Crisis Communication Management: Applying Theory to Real Cases * Authors. Keith Michael Hearit, Western Michigan University. * Dep... ScholarWorks at WMU Crisis Management by Apology: Corporate Responses to ... Crisis Management by Apology: Corporate Responses to Allegations of Wrongdoing. ... Crisis Management by Apology: Corporate Respon... Google Books Show all Keith M. Hearit is a Professor of Communication at Western Michigan University . A leading expert in the field, he specializes in how institutions respond to atypical situations they have often created themselves. He is also the author of the influential text In September 1982, seven people in Chicago died

The book provides numerous real-world examples and case studies to illustrate the application of theoretical concepts, including: Google Books +7 About the Author 12 sites

Words are cheap. Hearit’s theory is ruthless on this point: an apology without action is merely a tactic. When Johnson & Johnson introduced tamper-resistant packaging, they did not just talk about safety; they engineered it. When United changed its overbooking policy, they finally aligned words with deeds. Action authenticates the apologia. an environmental disaster

However, Hearit’s most significant contribution is his work on the . He distinguishes between a defensive apologia (aimed at exoneration) and a mortification/apology (aimed at forgiveness). He warns that a poorly executed apology—what he calls a "hollow apology"—can worsen a crisis by appearing insincere, legalistic, or evasive.

At the heart of Hearit’s research is the concept of . When a company faces a crisis—whether it’s a product recall, an environmental disaster, or executive misconduct—it suffers a "legitimacy gap." This is the space between what the public expects and how the organization has actually behaved.