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CHAPTER 1: The New Abnormal @ Page 1 CHAPTER 2: Defining Online Reputation Threats @ page 17 CHAPTER 3: Strategic and Financial Threats @ Page 25 CHAPTER 4: Socia and Environmental Threats @ Page 37 CHAPTER 5: Behavioral and Legal Threats @ Page 52 CHAPTER 6: Operational and Technical Threats @ Page 70 CHAPTER 7: Formulating the Right Response @ Page 87 CHAPTER 8: The Furious Customer @ Page 97 CHAPTER 9: The Rogue Employee @ Page 106 CHAPTER 10: The Committed Activist @ page 114 CHAPTER 11: The Hostile Journalist @ page 123 CHAPTER 12: The Blackfiring Campaign @ Page 132 CHAPTER 13: The Changing Face of Crises @ Page 143 CHAPTER 14: Preparing for a Crisis @ Page 153 CHAPTER 15: Responding for a Crisis @ Page 169 CHAPTER 16: Recovering from a Crisis @ Page 189