Risk and crisis communications : methods and messages / by Pamela (Ferrante) Walaski.

Format:

Book

Author/Creator:

Walaski, Pamela, 1959-

Language:

English

Subjects (All):

Risk communication.

Health risk communication.

Crisis management.

Public safety.

Industrial safety.

Physical Description:

1 online resource (226 p.)

Edition:

1st ed.

Place of Publication:

Hoboken, N.J. : John Wiley & Sons, c2011.

Language Note:

English

Summary:

The go-to guide for learning what to say and how to say it In this climate of near constant streams of media messages, organizations need to know how to effectively communicate risks to their audiences and what to say when a crisis strikes. Risk and Crisis Communications: Methods and Messages is designed to help organizations understand the essential components of communicating about risks during a crisis, and it carves out a role for safety health and environmental (SH&E) professionals in the process. Covering common theoretical concepts and explaining the positions of noted experts

Contents:

RISK AND CRISIS COMMUNICATIONS: Methods and Messages; CONTENTS; LIST OF TABLES; PREFACE; 1: INTRODUCTION; 2: GENERAL CONCEPTS OF RISK AND CRISIS COMMUNICATIONS; HISTORICAL BACKGROUND; KEY DEFINITIONS; THE STAGES OF A CRISIS; THE PROCESS OF COMMUNICATION; THE PURPOSE AND OBJECTIVES OF THE COMMUNICATION EVENT; REFERENCES; 3: COMMUNICATION FUNDAMENTALS AND THEORETICAL FOUNDATIONS; AUDIENCE PERCEPTIONS OF THE COMMUNICATOR; TRUST AND CREDIBILITY; FOUR THEORETICAL MODELS; The Risk Perception Model; The Mental Noise Model; The Negative Dominance Model; The Trust Determination Model

RISK = HAZARD + OUTRAGE High Hazard/Low Outrage ("Watch out!"); Medium Hazard/Medium Outrage (Stakeholder Relations); Low Hazard/High Outrage ("Calm down!"); High Hazard/High Outrage ("We'll get through this together."); MENTAL MODELS; FUNCTIONAL LINES OF COMMUNICATION; Care Communications; Consensus Communications; Crisis Communications; THE EXCELLENCE THEORY; THE "STICKINESS" OF MESSAGES; REFERENCES; 4: CRAFTING RISK AND CRISIS MESSAGES-SETTING GOALS AND OBJECTIVES AND AUDIENCE PROFILING; KEY SUCCESSFUL MESSAGE DEVELOPMENT CONCEPTS; MESSAGE CRAFTING-DETERMINING PURPOSE AND OBJECTIVES

MESSAGE DEVELOPMENT CONSTRAINTS PROFILING AUDIENCES-WHO ARE THEY AND WHAT DO THEY WANT?; PROFILING AUDIENCES-HOW DO THEY PROCESS AND PERCEIVE THE RISK?; REFERENCES; 5: CRAFTING RISK AND CRISIS MESSAGES-DEVELOPING THE WORDS; CRAFTING MESSAGES-OVERARCHING PRINCIPLES; CONVEYING EMPATHY; AUDIENCE EMOTIONS-ANGER; AUDIENCE EMOTIONS-MISTRUST; AUDIENCE EMOTIONS-FEAR, PANIC, AND APATHY; MESSAGE-CRAFTING TECHNIQUES; INFLUENCE DIAGRAMS-THE MENTAL MODELS APPROACH; MESSAGE MAPPING; REFERENCES; 6: DELIVERING THE MESSAGE WHILE AVOIDING COMMON MISTAKES; MESSAGE DELIVERY TEMPLATES

THE USE OF VISUALS IN A COMMUNICATION EVENT DELIVERING THE MESSAGE IN THE AGE OF THE INTERNET; COMMON MESSAGE DELIVERY MISTAKES AND EFFECTIVE CORRECTIONS; Failing to Communicate Technical Information; Failing to Help the Audience Understand the Uncertainly of Most Risk Information; Trying to Compare Risks; Making Value Judgments about "Acceptable" Levels of Risk; Being Concerned That an Audience Will Panic; Using Words That Imply Negative Behaviors; Responding Too Quickly or Not Quickly Enough; Failing to Speak with One Voice; THE USE OF CONTENT ANALYSIS AND READABILITY ANALYSES

EVALUATING THE COMMUNICATION EVENT REFERENCES; 7: WORKING WITH THE MEDIA; LEVEL OF ORGANIZATIONAL EXPERTISE; ADVANCE DEVELOPMENT OF RELATIONSHIPS WITH THE MEDIA; THE VARIOUS ROLES OF THE MEDIA; CONSTRAINTS OF THE MEDIA AND MEDIA REPRESENTATIVES; WHAT THE MEDIA NEEDS FROM AN ORGANIZATION; FAIR MEDIA COVERAGE; DEVELOPING A MEDIA COMMUNICATIONS PLAN; GETTING THE ACCURATE MESSAGE OUT; CHOOSING A SPOKESPERSON; PREPARING FOR AN INTERVIEW; AFTER THE INTERVIEW; REFERENCES; 8: DEVELOPING A RISK AND CRISIS COMMUNICATIONS PLAN; DEFINING ACCEPTABLE RISK; RISK ASSESSMENT TOOLS SUMMARY

KEY PLANNING GUIDELINES AND PROCESSES

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

9786613203977

9781118093443

1118093445

9781283203975

1283203979

9781118093429

1118093429

9781118093450

1118093453

OCLC:

746326477