Communication in Times of Trouble: Best Practices for Crisis and Emergency Risk Communication

  • 2h 51m
  • Matthew W. Seeger, Timothy L. Sellnow
  • John Wiley & Sons (US)
  • 2019

Presents the best practices of crisis communication and emergency risk communication

This book covers crisis communication strategies and focuses on practical applications for effective management. It includes an extensive discussion of best practices in pre-crisis, crisis and post crisis stages. The book pays special attention to the needs of meeting the needs of diverse audiences and communicating in a responsive and responsible way. The principles are appropriate for many kinds of events including earthquakes, tornadoes, hurricanes, tsunamis, epidemics, and pandemics as well as industrial accidents, toxic spills, transportation disasters, fires and intentional events.

In the first chapter, Communication in Times of Trouble introduces the concept of best practices and establishes their relevance for crisis communication and emergency risk communication. A chapter is dedicated to each of the ten best practices. In each chapter, the best practice is described, examples of successful and unsuccessful application of the best practice in both organizational crises and natural disasters/emergencies are provided, advice for practical application is given, and a summary is provided. The concluding chapter details the challenges and opportunities for developing and implementing a response strategy that includes the best practices as a whole.

  • Focuses on application and explanation in crisis communication to benefit those with backgrounds in emergency management, risk management, political science, disaster sociology, and public health
  • Covers natural, large-scale emergencies such as earthquakes, tornadoes, hurricanes, tsunamis, epidemics, and pandemics, which aren’t generally detailed in existing crisis communication texts
  • Presents 10 best practices for dealing with emergencies: Process Approach; Pre-Event Planning;
  • Partnerships; Public Concern; Honesty; Collaborate; Media access; Compassion; Uncertainty; Empowerment

Communication in Times of Trouble will be of great interest to undergraduate students and practitioners in communication, public relations, public affairs, public information, public health, and emergency management.

In this Book

  • Introduction
  • Process Approach—Take a Process Approach to Crisis Communication
  • Preevent Planning—Engage in Preevent Planning for Crisis Communication
  • Partnerships—Form Stakeholder Partnerships with Publics
  • Public Concern—Listen to and Acknowledge Concerns of Publics
  • Honesty—Communication with Honesty, Frankness, and Openness
  • Collaboration—Collaborate and Coordinate with Credible Sources
  • Media Access—Meet the Needs of the Media and Remain Accessible
  • Compassion—Communicate with Compassion
  • Uncertainty—Accept Uncertainty and Ambiguity
  • Empowerment—Communicate Messages of Empowerment
  • Conclusion—Implementing the Best Practices


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