20 13 Social Media and the Changing Landscape for Risk, High Concern, and Crisis Communication 13.1 Case Diary: Myth‐Busting: Mission Impossible? 13.2 Introduction 13.3 Benefits of Social Media Outlets for Risk, High Concern, and Crisis Communication 13.4 Challenges of Social Media for Risk, High Concern, and Crisis Communication 13.5 Case Study: Social Media and the 2007 and 2011 Shooter Incidents at Virginia Polytechnic Institute and State University (Virginia Tech) 13.6 Case Study: Social Media and the 2013 Southern Alberta/Calgary Flood 13.7 Best Practices for Using Social Media in Risk, High Concern, and Crisis Situations 13.8 Case Diary: Social Media and the Negative Power of“Junk”Information about Risks and Threats 13.9 Lessons Learned and Trends 13.10 Chapter Resources Endnotes
21 Index
List of Tables
1 Chapter 3Table 3.1 Sources of uncertainty in risk assessments.Table 3.2 Risk communication skills, traps, and pitfalls.Table 3.3 Risk communication skills of spokespersons.Table 3.4 Eight ways to avoid mistakes with the media.Table 3.5 Factors that affect the ability of people to make informed decisio...Table 3.6 Risk perceptions (fear factors).
2 Chapter 5Table 5.1 Examples of questions to address before engaging stakeholders.Table 5.2 List of stakeholder engagement activities where information flows ...Table 5.3 List of stakeholder engagement activities where information flows ...Table 5.4 Examples of disadvantages of town hall meetings for stakeholder en...Table 5.5 Examples of benefits of town hall meetings for stakeholder engagem...
3 Chapter 6Table 6.1 Phase‐based public health messaging for a hurricane: precrisis/pre...Table 6.2 Phase‐based public health messaging for a hurricane: crisis/respon...Table 6.3 Phase‐based public health messaging for a hurricane: postcrisis/re...Table 6.4 Strategic crisis communication in the pre‐crisis/preparedness phas...Table 6.5 Factors contributing to panic.Table 6.6 Key elements in a crisis communication plan.Table 6.7 Major crisis communication tasks.Table 6.8 Specific skills of a crisis communication spokesperson.Table 6.9 Stakeholder characteristics.Table 6.10 Active listening skills.Table 6.11 Nonverbal signals and cues with possible negative interpretation.Table 6.12 Key nonverbal pitfalls in Western European culture.Table 6.13 Disaster and emergency warnings: sources of failure.Table 6.14 Phases in the process of absorbing and acting on disaster warning...Table 6.15 Factors that determine if a warning will be effective.Table 6.16 Communication strategies employed to address blame and the loss o...Table 6.17 Key factors in a successful apology.Table 6.18 Synopsis of New York City Crisis Communication Strategy and Activ...
4 Chapter 7Table 7.1 The rule of three for message developmentTable 7.2 Message filtersTable 7.3 Mental short‐cuts the brain uses to judge and estimate risks and t...Table 7.4 Rules for engagement by the brain with negative vs positive inform...Table 7.5 Communication strategies for addressing acceptable risk issues.
5 Chapter 8Table 8.1 Personal characteristics that influence trust by others.Table 8.2 Cultural differences affecting trust in risk, high concern, and cr...
6 Chapter 9Table 9.1 CCO template/best practice.Table 9.2 The TBC tool (trust, benefits, control).Table 9.3 Message Map Template (Box Format)Table 9.4 Message map template (bullet format).Table 9.5 Message map for pandemic influenza (box format).Table 9.6 Message map for pandemic influenza (bullet format).Table 9.7 Questions about Ebola.Table 9.8 Benefits of message maps.Table 9.9 Information processing in low concern/low risk/low stress situatio...Table 9.10 Steps in message mappingTable 9.11 Benefits of formative research.Table 9.12 Stakeholder characteristics.Table 9.13 Stakeholder types.Table 9.14 Potential risk, high‐concern, and crisis communication objectives...Table 9.15 Best practices for creating clear messages.Table 9.16 The structure of a clear message.Table 9.17 Methods for enhancing message clarity.Table 9.18 Template for a PowerPoint presentation or letter based on message...Table 9.19 Messaging principles for risk, high‐concern, and crisis situation...
7 Chapter 10Table 10.1 Common cognitive biases that affect the understanding of risk‐rel...Table 10.2 Different ways to express risk information about possible deaths ...Table 10.3 Technical terms for radiation.Table 10.4 Guidelines for creating clear technical information.Table 10.5 Guidelines for delivering clear technical information.Table 10.6 Guidelines for enhancing the clarify of technical information.Table 10.7 Concentration comparisons for parts per million (ppm), parts per ...Table 10.8 Lifetime odds of death for selected causes (United States)
8 Chapter 11Table 11.1 Risk, high concern, and crisis communication objectives.Table 11.2 Benefits of evaluation.Table 11.3 Best practices: risk and high concern communication.Table 11.4 Best practices: crisis communications.Table 11.5 Determinants of vaccine hesitancy.Table 11.6 Potential goals of a risk, high concern, or crisis communication ...Table 11.7 Common shortcomings or failures identified by evaluation.Table 11.8 Checklist for evaluating risk, high concern, and crisis messages.Table 11.9 Checklist for evaluating question and answer sessions with stakeh...Table 11.10 Checklist for elements in a comprehensive crisis communication p...Table 11.11 Checklist for communicating effectively in the first 48 hours af...Table 11.12 Examples ofprocess/implementation evaluation metrics.Table 11.13 Examples ofoutcome/impact evaluation measures.
9 Chapter 12Table 12.1 Major characteristics of mainstream news media.Table 12.2 General guidelines and best practices for interacting with mainst...Table 12.3 Questions to ask a journalist before a media interview.Table 12.4 Tips for before a media interview.Table 12.5 Tips for during a media interview.Table 12.6 Tips for after a media interview.Table 12.7 Examples of bridging statements for media interviews.
10 Chapter 13Table 13.1 Examples of benefits of social media outlets for risk, high conce...Table 13.2 Social media challenges.Table 13.3 Detecting fake or misleading social media content.Table 13.4 Best practices for social media engagement.
List of Illustrations
1 Chapter 2Figure 2.1 Risk communication goals.Figure 2.2 Components of risk analysis.
2 Chapter 3Figure 3.1 Strategies for overcoming false informationFigure 3.2 Risk and high concern communication theories.