For most of my adult life, I have studied people working in and around organizations. I have studied them primarily for the purpose of helping them improve so that they could serve themselves, their customers, the environment, and their surrounding communities more responsibly.
I have witnessed firsthand the behavior of individuals and organizations in good and in bad times. I have seen how they function both in normal and in abnormal situations. I have especially studied how they behave in extreme crisis situations.
Nothing better reveals the mettle and the character of a person and an organization than how they respond to a major crisis. Also, nothing better reveals the basic beliefs that individuals and organizations have about human nature than a major crisis.
This book is about the general philosophy or the ''bigger picture'' of crisis management (CM). It is also about the details of CM. It differs from the vast majority of existing books on CM in that it presents the details within the context of ''the larger or bigger picture.'' This is because, as my colleagues and I have observed again and again, the details of CM are relatively easy to master and even to implement. But this is so if and only if one first understands the general, overall philos-