Transcript Emergency Communications - IAEA Publications

EPR-Public Communications
L-07
Emergency Communications
IAEA
International Atomic Energy Agency
Emergency communications
• In the event of an emergency, emergency
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communications (or crisis communications), has
several unique characteristics;
The role of communication in managing human
behavior is much more important;
The need for constant communication is much higher
The need to monitor other communication channels is
much higher;
The risk perception factors of UNCERTAINTY and
CONTROL are much more important than the others.
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Unique Circumstances
• Confusion and Uncertainty are higher;
• Time is condensed;
• Give people things to do and explain
why.
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Unique circumstances
• Greater need for basic facts;
• Higher need for framing the situation;
• Higher need to establish credibility.
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Unique circumstances
• Increased sensitivity for the emotional
nature of how people respond to
danger;
• Avoid telling people to calm down, or
how they should feel.
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Timing
• Time is condensed;
• Requires well-rehearsed risk
communication plan to be in place;
• Basic messages must be ready;
• Requires constant updates.
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Control
• Give people a sense of control;
• A feeling of control helps people keep
their fears in perspective and allows
them to make better choices;
• This can be as simple as telling them
where to go for more information or
when you will communicate updated
information.
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Emergency communications
• If your organization is the main source of
information, ensure this is known amongst
other agencies at the beginning of an
emergency, for consistency of information;
• Monitor other channels during this critical
period;
• Learn and correct misinformation.
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Time_________
Date_________
Guidance for planning
Circumstances
Context
Risk Perception
Characteristics
Audiences
Channels
Spokesperson
Actions/Messages
Copyright, Ropeik & Associates
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Changing circumstances
• Things change fast;
• New chart with each significant update;
• With each new update, the first step is
determine your goals.
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Risk perception characteristics
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Uncertainty
Control
Catastrophic
Trust
Under higher stress, empathy is very
important
Malicious event/attack is much worse
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Audiences
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Public directly at risk
Public immediately outside emergency location
Public at large
Public health and medical professionals involved in
the disaster response
Health care professionals outside the response effort
Civic leaders, local, state, and national
Trade and industry
International neighbors
Stakeholders and partners specific to the emergency
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Channels
• Some may be more in use than at other
times, like social networks, mobile
phones;
• Attention to main stream media much
higher;
• Some may not be working.
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Actions, messages
Content should address basic facts:
• What happened?
• How big is the event?
• How long will it last?
• How dangerous is it?
• What can people do to protect themselves?
• What is being done to bring things under control
or clean things up?
• What is the cause?
• What is the affected area?
• Who is in charge of emergency response?
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Actions, messages
• Repetition
• Reduce uncertainty about radiation in
general with basics about dose
• Coordinated with other key
organizatons
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Summary
• Unique form of risk communication
• Higher stress inside and outside organization.
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Much greater need to give people a sense of
control by telling them things they can do
Time is condensed
Confusion and uncertainty are higher
Need for basic facts greater
Need to establish credibility higher. Need for
framing higher
Respect for fears
Honesty
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