11 - Crisis Communication Jeffrey Marin

Reference:  Veil, S. R., Buehner, T., & Palenchar, M. J. (2011). A Work-In-Process Literature Review: Incorporating Social Media in Risk and Crisis Communication. Journal Of Contingencies & Crisis Management, 19(2), 110-122. doi:10.1111/j.1468-5973.2011.00639.x Retrieved from: Academic Search Premier

Theme:  The article discusses ways to incorporate social media in crisis communication.

Summary:  Technological advances are changing the way in which emergency managers are communicating with the public.  Social media sites are either low cost, or free altogether; with the latter being the most common.  Social media allows information to be shared, and re-shared without relying on journalists.  Social media allows you to directly connect with your population to disseminate information.

·         Social media is, at its core, human communication. 

·         New media technology allows private individuals to be sources of information.

·         During a crisis, the public has the right to know about the risks they face.

·         It is important to listen to the concerns of the public, and react to those concerns.

·         It is important to be open and honest with the public, or they will turn to other sources for information.

·         It is important to have relationships with credible sources before a crisis.

·         Do not wait for all of the information before communicating with the public; doing so will result in greater loss, injuries, or death.

Application to Lesson:  This article provides great tips and pointers to follow when using social media as a crisis communication medium.  

Application to Job:  Emergency managers must become familiar with the popular forms of social media.  People will be eager to know what is going on, what will happen, and what they can do about it.  Communicate with them as early as possible.