- Be First: Crises are time-sensitive. Communicating information quickly is crucial. For members of the public, the first source of information often becomes the preferred source.
- Be Right: Accuracy establishes credibility. Information can include what is known, what is not known, and what is being done to fill in the gaps.
- Be Credible: Honesty and truthfulness should not be compromised during crises.
- Express Empathy: Crises create harm, and the suffering should be acknowledged in words. Addressing what people are feeling, and the challenges they face, builds trust and rapport.
- Promote Action: Giving people meaningful things to do calms anxiety, helps restore order, and promotes some sense of control.
- Show Respect: Respectful communication is particularly important when people feel vulnerable. Respectful communication promotes cooperation and rapport.
Bessette/Pitney’s AMERICAN GOVERNMENT AND POLITICS: DELIBERATION, DEMOCRACY AND CITIZENSHIP reviews the idea of "deliberative democracy." Building on the book, this blog offers insights, analysis, and facts about recent events.
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Sunday, March 15, 2020
Six Principles of Crisis and Emergency Communication
The Centers for Disease Control’s (CDC) Crisis andEmergency Risk Communication (CERC) manual:
Posted by Pitney at 6:05 AM
Labels: coronavirus, disaster, emergency, government, mass media, news media, political science, politics