Transcript KOMUNIKASI RISIKO - Ministry of Public Health

An Experience in Managing Crisis
Communication Centre
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Outline of Presentation
•Hotline
•Preparing Press Release
•Providing & Coordinating
Information
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NATIONAL COMMAND CENTRE ORGANIZATION CHART
(Crisis Preparedness & Response Center ~ CPRC)
Inter-ministry Crisis-Disaster Committee
(Chairman: Minister of Health)
Ministry of Health
Crisis-Disaster Technical Committee
(Chairman: DG of Health, MOH)
Independent Expert Team
Secretariat
Supplies and
Procurement
Surveillance and
Epidemiology
Health
Information and
Promotion
Guideline
Logistic
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If we do not communicate
immediately, we shall lose our
greatest opportunity to control
media
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Sources of Info during crisis:
CONTAINMENT PHASE
•Call-ins (hotlines)
•HOTLINE – 0388810200/0300
–8.00 am – 5.30 pm (7/7)
–8.00 am – 5.30 pm (Mon-Fri)
–8.00 am – 9.30 pm (7/7)
•On-line:
-Emails
[email protected]
-Websites
http//:h1n1.gov.my
www.moh.gov.my
www.infosihat.gov.my
 establish a new website (easier to update, can cater for
specific issue related to affected population)
 link state websites to MOH website
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Sources of Info during crisis:
 Main media (TV, Radio, Newspaper)
 Word to mouth
 Coffee shop talk (rumours)
 New media (FB, twitters, blogs): Pay attention !
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Strength of Social Media
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Strength of
Important in Current & Future Health Crisis
 Malaysia total no. of Facebook users :12,366,580
million
 Position in the world list: 17th
 Penetration of population: 47.27%
 Penetration of online population: 73.16%
 Source:
http://www.socialbakers.com/facebookstatistics/malaysia
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Strength of Social Media
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Asian Countries: % of Twitter Users & Total Users
No.
Country
Ranked
% Twitter Users
(Sysomos report)
Est. total
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Indonesia
6
2.34
5,616,000
2
Japan
8
1.47
3,528,000
3
India
10
0.97
2,328,000
4
Singapore
12
0.88
2,112,000
5
Philippines
13
0.85
2,040,000
6
Malaysia
18
0.47
1,128,000
7
Thailand
25
0.30
720,000
Source: http://www.greyreview.com/2010/01/26/twitter-in-asia-total-users-bycountry/
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Strength of Social Media
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Strength of Social Media
How many Bloggers in Malaysia?
To a question in Dewan Rakyat on Freedom of Media:
 the Information, Communication and Culture Minister - Datuk Seri
Dr Rais Yatim affirmed there are two million bloggers in Malaysia.
(Monday, June 28. 2010)
*This approximately 7.7% of Malaysians population are bloggers*
Source: http://julianhopkins.net/index.php?/archives/293-How-many-Malaysian-blogs-are-there.html
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Prerequisite to Establish
Crisis Communication Center
 Equipment
 Personnel
 Rules/SOPs/Standing Instructions
 Hardware : PC/Laptops with internet connections
 Software : recording facility
 Analysis of information: who called ? how often ?
 Establish a contact log:
Date
Name Of
Caller
Questions
Asked
Tel.No.
Person Responsible
For Response
Follow-up
Needs
Data collected is used for analysis
Isu Daripada Panggilan Hotline Dan Emel
Pada 15 September 2009
Sehingga 4.30 petang, sebanyak 13 panggilan telah diterima melalui
talian hotline dan 1 pertanyaan melalui e-mail di website (Lampiran 1).
Daripada 13 pertanyaan yang diterima, 3 pertanyaan masing-masing
mengenai situasi semasa dan langkah-langkah pencegahan, 2
pertanyaan masing-masing mengenai simptom/penyebaran dan
rawatan/vaksin, 1 pertanyaan mengenai saringan, nasihat perjalanan, dan
kuarantin manakala selebihnya 2 pertanyaan mengenai hal-hal lain.
Email yang telah diterima melalui website meliputi 1 pertanyaan berkaitan
dengan rawatan/vaksin.
Rumusan kepada kategori pertanyaan dapat dirujuk dalam jadual di
Lampiran 2.
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ANNEX 1
Topic
27/4/2009 25/8/2009
Current
Telephone
e-mail
calls
Cumulative
Telephone
e-mail
calls
8270
894
8270
894
26/08/09
75
15
8345
909
27/08/09
56
11
8401
920
28/08/09
44
4
8445
924
29/08/09
14
7
8459
931
30/08/09
13
2
8472
933
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ANNEX 2
Calls To The Hotline And Emails Received According To Topics
No
1.
Topic
Travel Advisory
2.
Symptoms and mode of transmission
2
3.
Treatment/vaccine
2
4.
Current situation
3
5.
6.
7.
8.
9.
Preventive measures
screening
Quarantine
Health Educ Materials
Briefings/Talks
3
1
0
0
0
10.
Designated Hospital
0
0
0
0
0
0
0
11.
Others
2
0
13
1
Total
Hotline
0
Email
0
0
1
0
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EQUIPMENT
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Equipment
 Land/fixed line phone; multiple lines optional with a
voice mail system
 PC with internet connection (fast & high capacity)
 Email accounts for specific tasks:




public complaint/queries
data/returns from states/districts
Fax machine & copier
Suitable furniture (computer tables with appropriates chairs,
etc)
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PERSONNEL
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Personnel
First of all;
 need to identify a pool of officers to be on duty.
 they should be TRAINED; train early during
peaceful time.
 Training will make them:
(1) Knowledgeable:

Technical expertise – required to assist in answering calls or
clearing doubts
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(2) Possess Good Communication skills :
to handle calls…calls of all sorts!
 callers can be very difficult to satisfy (trouble
makers!)

What to tell? Have standard, prepared template…
 How much to say?
 When to pass the phone to another officer?
 Language mastering, (English / BM / Mandarin, etc)
– Is there someone who may be able help ?

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RULES / SOPs / STANDING
INSTRUCTIONS
 The basic rules: the Crisis Communication
Centre is responsible for establishing &
maintaining control over communication for
veracity of the information, and for speaking with
authority of leadership
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The following documentations must be present:
 the crisis management plan (like the *NIPPP)
 all the contact lists – verified & updated (can be
used by management & respondent teams)
 guidelines in the crisis communication policy for
establishing & controlling internal & external
communication/info flow
 Out going communication (feed back) is
approved by main committee, e.g. under NIPPP,
we have the Technical Committee
* National Influenza Pandemic Preparedness Plan
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Why Analyze Calls & Emails?
To capture:
 level of knowledge of public (callers)
 their concern/problems?
 their attitude towards the issue?
 their opinion of MOH’s actions?
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How we did it in 2009?
 GIVE before media asks or demands
 Prompt (timely), accurate, consistent & readily
available
NEEDS TO BE COORDINATED
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Dissemination of info:
 Establish a channel of communication. Identify and
appoint one/two person(s) to disseminate the final
messages.
 Need scrutiny, verification, validation, clearance &
delivery
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How Do You Respond To Media?
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REMEMBER
DO’S
CONTROL
CONCERN
CONFIDENT
CREDIBLE
CONCISE
DON’Ts
DELAY
DENY
DISTORT
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News Releases - Strategies
Share information with team members before
released
Be concise (use brief short sentences)
Do not use technical jargon
Most important message must go first (lead)
Press Release/Statement:

Introduction

Main information (Body)

Summarize
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News Releases – Strategies
 Facts about outbreak are important
 State what the current situation is
 State what you are doing about it
 State any constraint that you face
 Send public messages clearly
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When (what channel) to release information?
 Press release
 Media briefing
 Press conference
 Post-cabinet press conference.
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Press
News
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