4[2]Rene A. Henry. You' d better have a hose if you want to put out the fire: the complete guide to crisis and risk communications: Professionnal tips, tactics, dos,d on' ts and case histories Windsor[M]. CA: Gollywobbler productions, 2000.
5[3]Robert Heath. Dealing with the complete crisis- the crisis management shell structure[J]. Safety Science, 1998, (30):139～150.
6[5]Coombs, W T. Choosing the right words: The development of guidelines for the selection of the "appropriate" crisis response strategies[J]. Management Communication Quarterly,1995,(8).
7[6]Coombs W T. Teaching the crisis management/communication course[J]. Public Relations Review, 2001, (27):89～101.
8[7]Jonathan Bernstein. The biggest mistakes in crisis communication [ EB/OL ]. http:∥www. bernsteincrisismanagement.com/articles. html
9[8]James E Grunig. How to measure your results in a crisis.Guideline For Measuring Relationships In Public Relations.The Institute For Public Relations Commision On PR Measarement And Evaluation, 2～3.
10[10]Clark F Greer, Kurt D Moreland. United Airlines' and American Airlines' online crisis communication following the September 11 terrorist attacks[J]. Public Relations Review, 2003, (29) :427～441.
