Reflecting our changed perspectives since September 11, 2001, Dezenhall establishes that crisis management is often personality driven, as exemplified by President George W. Bush and Secretary of Defense Donald Rumsfeld, whose plain-talking, straightforward styles earned the public's trust immediately after the terrorist attacks. Next he shows how the art of communications cannot solve deeper problems, as seen in the poor effects of American leaflet drops in Afghanistan and various official responses to the anthrax scare. Finally, he analyzes how the cultural landscape has shifted since September 11, giving examples of how the news media as a whole may be becoming more balanced, while cautioning that even in this changed climate corporations and public personalities will not be immune from attack.