Chapter 1'Crisis Management'-A General Outline -- 4 -- Cobra: the case of Exxon-Valdez -- 4 -- Python: the case of Intel's Pentium 1 -- 5 -- Consultants' definitions of crisis and its management -- 7 -- Origins and evolution of crisis management -- 10 -- Fundamental principles of crisis management -- 13 -- Consultants' communication strategy and symbolic interactionism -- 28 -- Why is crisis management here? -- 37 -- Promotion of crisis management -- 49 -- Chapter 2 Brent Spar - Setting the Stage and the 'Emerging' and the 'Immediate' Phases of the Crisis -- 61 -- On the different conceptualisations of this case -- 61 -- An introduction to Shell -- 62 -- Greenpeace and its campaign -- 67 -- Claims and counterclaims: An outline of the claims made by Greenpeace and Shell -- 72 -- Consultants' claims about this case -- 77 -- Emerging crisis -- 78 -- Events -- 80 -- Immediate crisis situation: June 14-20, 1995 -- 99 -- Chapter 3 Media Coverage and an Analysis of the Consultants' Interpretation of the Case -- 112 -- Press and television coverage of the Brent Spar story -- 112 -- Claims made about media coverage -- 113 -- On the claims of media bias -- 119 -- On the making of news -- 121 -- Objectives and methods of analysing media coverage of the crisis and its aftermath -- 126 -- Contexts of the newspapers and television news -- 127 -- Press coverage -- 133 -- Observations on the press coverage -- 145 -- Television coverage -- 147 -- Visual coverage of the crisis -- 159 -- Observations on the television coverage -- 163 -- On the consultants' interpretation of this case -- 164 -- Chapter 4 Crisis Management After the Crisis -- 187 -- A new communications strategy -- 188 -- An overview of events and arguments -- 190 -- Shell's case: Making external aspects problematic -- 193 -- Did Shell's case gain support in the media? -- 202 -- Television coverage -- 203 -- How could television coverage affect what Shell proposed after the crisis? -- 215 -- Press coverage -- 216 -- How might press coverage affect Shell's case? -- 228 -- Did Shell's activities after the crisis reflect the consultants' advice? -- 230 -- Appendix A Notes on Method -- 243 -- Appendix B 'Spar Scene' -- 249.