Session 181 Crisis Communications Audiences Session 18 Slide Deck Slide 18-

Session 18 1

Crisis CommunicationsAudiences

Session 18 Slide Deck

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Session 18 2

Objectives18.1 Identify four critical audiences targeted for crisis

communications.

18.2 Discuss crisis communications with the general public.

18.3 Discuss communicating is a crisis with elected officials and community leaders.

18.4 Discuss communicating with partners and stakeholders during a crisis.

18.5 Discuss communicating with the media in a crisis.

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Communicating in Four Phases of Emergency Management

• Mitigation

• Preparedness

• Response

• Recovery

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Basic Emergency Management Audiences

• General public. The largest audience of which there are many subgroups, such as the elderly, the disabled, minority, low-income, youth, and others of which all are potential customers.

• Disaster survivors. Those individuals affected by a specific disaster event.

• Elected officials. Governors, mayors, county executives, state legislators, and members of Congress.

• Community officials. City/county managers, public works, department heads.

• First responders. Police, fire, and emergency medical services.

• Volunteer groups. American Red Cross, Salvation Army, NVOADs, etc. that are critical to first response to an event.

• Business community. Often ignored by emergency managers but critical to disaster recovery, preparedness, and mitigation activities.

• Media. An audience and a partner critical to effectively communicating with the public.


Primary Audiences for Crisis Communications

• The General Public

• Elected Officials and Community Leaders

• Partners and Stakeholders

• The Media


General Public Audience

• Individuals with cognitive and physical disabilities• Individuals with functional and access needs• Children• Residents in disadvantaged neighborhoods• Tourists and visitors• Homeowners• Families without cars• Others


Elected Officials and Community Leaders

• Critical audience for disaster information

• Communicators of disaster-related information

• Constituent information providers

• Trusted leaders in the community


Partners and Stakeholders

Include:

•First responders

•Voluntary agencies

•Community groups

•Non-governmental organizations

•The business community

•OthersSession 18 8Slide 18-

The Media

• Historic role of telling the disaster story

• New media are new information providers

• New media capable of distributing information


Audience: The General Public

• Traditional media – TV, radio, and newspapers

• Relied on emergency managers for:– Current information– Access to disaster site– Progress reports on relief efforts

• Traditional media provided broadest reach to the General Public


Audience: The General Public• Arrival of the Internet

• New media emerges in recent disasters– 2004 Asian Tsunami

– 2005 Hurricane Katrina

– 2007 London bombings

– 2008 Cyclone Nargis in Myanmar (Burma)

– 2008 Sichuan earthquake in China

– 2011 Joplin, Missouri, tornado

– 2011 Hurricane Irene

• New media surpasses traditional media



• Information collection and distribution– Public key players– Design system to collect information from the

public– Emergency officials must share information

with the public– Public distributes information



• Low-to-Moderate-income populations– Limited access to web– Trust issues– Trusted leaders– Community emergency networks– Distribute and report information– Mitigation and preparedness messages



• Special Needs Population

• Additional needs in functional areas, including but not limited to: – Maintaining independence– Communication– Transportation– Supervision– Medical care


Audience: The General Public• Special Needs Populations

• Individuals in need of additional response assistance may include:– Those with various disabilities

– Those who live in institutionalized settings

– Elderly

– Those who are from diverse cultures

– Those with limited English proficiency or who are non-English-speaking

– Children

– Those who are transportation disadvantagedSession 18 15Slide 18-


• Challenges for communicating with Special Needs Populations– Recognize the challenge– Consider communications barriers– Consider different communications

mechanisms– Use a combination of communications

mechanisms


Audience: Elected Officials and Community Leaders

• Role in a crisis

• Information requirements

• Applying for Federal assistance

• Official visits to disaster site

• Staff resources

• Spokespeople

• Community leadersSession 18 17Slide 18-


• Receive and deliver critical information

• Keep informed

• Credible spokespeople

• All four phases of emergency management



• Information Requirements– Regular briefings and updates– Disaster-related information:

• Conditions at the disaster site

• Status of evacuees

• Number of dead and injured

• Impact of the disaster on community infrastructure and environmental resources

• Appeal for State and Federal resourcesSession 18 19Slide 18-


• Applying for Federal Assistance– State officials– Governor– Members of Congress



• Official Visits to the Disaster Site– Officials will make visits– Communications opportunity– Staff and support resources



• Staff Resources– Information source– Relationship-building– Communications Specialists



• Spokespeople– Well-informed and credible– Media savvy– Practice in non-disaster times



• Community Leaders– Neighborhood communications networks– Preparedness and mitigation messages– Dual purpose

• Disseminate disaster information

• Collect and report disaster impact information


Audience: Partners and Stakeholders

• Other government emergency management organizations

– State emergency management agencies

– Local emergency management agencies

– Regional agencies involved in emergency management such as Council of Governments (COGs)

• Voluntary Agencies – VOADs

• Non-Governmental Organizations (NGOs)

• Business sector

• First responders

• Volunteers and service providers



• Sources of information

• Messengers disseminating information

• Communications protocols



• Work in recovery phase– Deliver information– Collect information

• Joint Information Center (JIC)– Communications Specialists– Preparedness and mitigation campaigns

• Relationship-building


Audience: The Media

• Most effective way to reach the general public

• Media needs:– Timely and accurate information– Access to the disaster site– Access to emergency officials


Audience: The Media

• Share information with media– Briefings– Access to site– Interviews with emergency officials

• Scheduling


Audience: The Media

• Media does not need to be an advisory

• Potential partner

• Sharing information with media is a must

• Include new media


Documents

Session 181 Crisis Communications Audiences Session 18 Slide Deck Slide 18-