IAEAInternational Atomic Energy Agency

EPR-Public CommunicationsL-07

Emergency Communications

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Emergency communications

• In the event of an emergency, emergency 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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CircumstancesContext

Risk PerceptionCharacteristics

Audiences Channels Spokesperson Actions/Messages

           

Copyright, Ropeik & Associates

Time_________Date_________Guidance for planning

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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

• Uncertainty• Control• Catastrophic• Trust

Under higher stress, empathy is very important

Malicious event/attack is much worse

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Audiences

• 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.

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