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1.1 Factors influencing choice of model 7 1.2 The eight-factor PR integration model 9 1.3 Communication and the business continuity plan (BCP) 21 2.1 Factors in the choice of communication policy 30 2.2 Aligning communication leadership to corporate strategy 31 2.3 Stakeholder mapping matrix 32 2.4 The cultural web 33 2.5 PR performance indicators 39 2.6 Communicating the annual report 43 2.7 An operating and financial review (OFR) matrix 44 2.8 Overview of Philips' strategic alliances 46 2.9 Information costs and choices 57 2.10 Likely causes of crises before recession 58 2.11 A crisis impact model 62 2.12 Elements of a business continuity plan 63 2.13 Crisis and resilience: communication infrastructure 65 3.1 PR operational strategy process 78 3.2 Corporate reputation drivers 79 4.1 Three-phase communication change strategy 91
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