Risk and Crisis Communications Methods and Messages

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ISBN: 9780470592731 | 0470592737
Cover: Hardcover
Copyright: 9/6/2011

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This book provides practical information that allows Safety Health & Environmental professionals to assess risk to their organizations. It also assists readers in determining whether or not they need to develop a formal risk and crisis communication plan. A blueprint for preparing such a plan is provided in the book, which details the means of developing effective and specific messages for various risk and crisis situations. Case studies are be used to demonstrate both effective communication processes and messages. Targeted at entry and mid level safety, health, and environmental professionals.

List of Tables	p. ix
Preface	p. xi
Introduction	p. 1
General Concepts Of Risk And Crisis Communications	p. 5
Historical Background	p. 5
Key Definitions	p. 7
The Stages of a Crisis	p. 10
The Process of Communication	p. 11
The Purpose and Objectives of the Communication Event	p. 13
References	p. 17
Comunication Fundamentals And Theoretical Foundations	p. 19
Audience Perceptions of the-Gommunicator	p. 19
Trust and Credibility	p. 21
Four Theoretical Models	p. 25
The Risk Perception Model	p. 26
The Mental Noise Model	p. 28
The Negative Dominance Mode	p. 28
The Trust Determination Model	p. 29
Risk = Hazard + Outrage	p. 30
High Hazard/Low Outrage ("Watch out!")	p. 31
Medium Hazard/Medium Outrage (Stakeholder Relations)	p. 32
Low Hazard/High Outrage ("Calm down!")	p. 32
High Hazard/High Outrage ("We'll get through this together.")	p. 33
Mental Models	p. 33
Functional Lines of Communication	p. 35
Care Communications	p. 35
Consensus Communications	p. 36
Crisis Communications	p. 36
The Excellence Theory	p. 37
The ''Stickiness" of Messages	p. 38
References	p. 38
Crafting Risk And Crisis Messages Setting Goals And Objectives And Audience Profiling	p. 41
Key Successful Message Development Concepts	p. 41
Message Crafting Determining Purpose and Objectives	p. 43
Message Development Constraints	p. 45
Profiling Audiences Wno Are They and What Do They Want?	p. 46
Profiling Audiences How Do They Process and Perceive the Risk?	p. 50
References	p. 52
crafting Risk And Crisis Messages Developing The Words	p. 55
Crafting Messages Overarching Principles	p. 55
Conveying Empathy	p. 57
Audience Emotions Anger	p. 59
Audience Emotions Mistrust	p. 63
Audience Emotions Fear, Panic, and Apathy	p. 63
Message-Crafting Techniques	p. 66
Influence Diagrams-The Mental Models Approach	p. 67
Message Mapping	p. 70
References	p. 75
Delivering The Message While Avoiding Common Mistakes	p. 77
Message Delivery Templates	p. 77
The Use of Visuals in a Communication Event	p. 82
Delivering the Message in the Age of the Internet	p. 85
Common Message Delivery Mistakes and Effective Corrections	p. 89
Failing to Communicate Technical Information	p. 89
Failing to Help the Audience Understand	p. 90
the	p. 90
Making Value Judgments about "Acceptable" Levels of Risk	p. 90
Being Concerned That an Audience Will Panic	p. 91
Using Words That Imply Negative Behaviors	p. 91
Responding Too Quickly or Not Quickly Enough	p. 91
Failing to Speak with One Voice	p. 92
The Use of Content Analysis and Readability Analyses	p. 93
Evaluating the Communication Event	p. 94
References	p. 98
Working With TH eMedia	p. 101
Level of Organizational Expertise	p. 102
Advance Development of Relationships with the Media	p. 103
The Various Roles of the Media	p. 104
Constraints of the Media and Media Representatives	p. 105
What the Media Needs from an Organization	p. 106
Fair Media Coverage	p. 108
Developing a Media Communications Plan	p. 109
Getting the Accurate Message Out	p. 110
Choosing a Spokesperson	p. 111
Preparing for an Interview	p. 113
After the Interview	p. 114
References	p. 119
Developing A Risk And Crisis Communications Plan	p. 121
Defining Acceptable Risk	p. 122
Risk Assessment Tools Summary	p. 122
Key Planning Guidelines and Processes	p. 124
KeyPlan Elements	p. 129
References	p. 131
Special Risk And Crisis Communication Situations	p. 133
Crisis Communication Principles	p. 133
Worst-Case Scenarios	p. 135
Dealing with an Outraged Audience in a Crisis	p. 137
Dealing with an Ambivalent Audience in a Crisis	p. 138
Some Additional Guidelines	p. 141
Dealing with Fatalities	p. 141
Dealing with Rumors	p. 144
References	p. 150
Case Studies	p. 153
The H1N1 Pandemic of 2009-2010	p. 154
Involvement of Stakeholders in the Strategy Planning Process	p. 155
Public Health Education about Pandemics	p. 157
How Bad Is a Pandemic Really? Reducing Trust and Credibility	p. 161
Over-Reassuring the Public about Vaccine Availability	p. 163
Success of the Government's and Public Health System's Efforts	p. 170
The BP Deepwater Horizon Oil Spill	p. 172
Profiling the Audience Risk Perception	p. 173
Understanding the Technical Nature of the Spill	p. 173
Trust and Credibility	p. 178
Worst-Case Scenario How Much Oil?	p. 179
Worst-Case Scenario How Long Until the Leak Is Stopped?	p. 186
Choosing a Spokesperson Wisely and Knowin	p. 186
When to-Let Them Go	p. 188
References	p. 189
summary And Conclusions	p. 193
Theoretical Models and Frameworks	p. 194
Crafting Risk and Crisis Messages	p. 195
Message Delivery	p. 197
Working with the Media and Choosing a Spokesperson	p. 199
Developing a Risk/Crisis Communications Plan	p. 201
Special Risk and Crisis Communications Situations	p. 202
Case Studies	p. 205
What It All Means for You and Your Organization	p. 206
References	p. 207
Index	p. 209
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Risk and Crisis Communications Methods and Messages

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Risk and Crisis Communications Methods and Messages

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