{"product_id":"risk-and-crisis-communications-isbn-9780470592731","title":"Risk and Crisis Communications","description":"\u003cp\u003eThe go-to guide for learning what to say and how to say it\u003c\/p\u003e \u003cp\u003eIn this climate of near constant streams of media messages, organizations need to know how to effectively communicate risks to their audiences and what to say when a crisis strikes. Risk and Crisis Communications: Methods and Messages is designed to help organizations understand the essential components of communicating about risks during a crisis, and it carves out a role for safety health and environmental (SH\u0026amp;E) professionals in the process.\u003c\/p\u003e \u003cp\u003eCovering common theoretical concepts and explaining the positions of noted experts in the field such as Peter Sandman and Vincent Covello, the book provides a fundamental understanding of the process behind crafting effective messages for a variety of different situations and explains the consequences of saying the wrong thing to an emotional audience. Incorporating numerous case studies—including the BP Deepwater Horizon Oil Spill and the 2010 H1N1 pandemic—it shows how messages can change the way an audience perceives an event and how they react to it, clearly demonstrating how ineffective messages can create untold difficulties for an organization's public image.\u003c\/p\u003e \u003cp\u003eSavvy SH\u0026amp;E professionals know that their role in helping to craft risk and crisis messages as well as assisting in the execution of risk communication plans provides a critical path to becoming more valuable members of their organizations. Risk and Crisis Communications: Methods and Messages provides invaluable assistance in helping SH\u0026amp;E professionals add value to their organization.\u003c\/p\u003e  \u003cb\u003eList of Tables ix\u003c\/b\u003e  \u003cp\u003e\u003cb\u003ePreface xi\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 INTRODUCTION 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 GENERAL CONCEPTS OF RISK AND CRISIS COMMUNICATIONS 5\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHistorical Background 5\u003c\/p\u003e \u003cp\u003eKey Defi nitions 7\u003c\/p\u003e \u003cp\u003eThe Stages of a Crisis 10\u003c\/p\u003e \u003cp\u003eThe Process of Communication 11\u003c\/p\u003e \u003cp\u003eThe Purpose and Objectives of the Communication Event 13\u003c\/p\u003e \u003cp\u003eReferences 17\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3 COMMUNICATION FUNDAMENTALS AND THEORETICAL FOUNDATIONS 19\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAudience Perceptions of the Communicator 19\u003c\/p\u003e \u003cp\u003eTrust and Credibility 21\u003c\/p\u003e \u003cp\u003eFour Theoretical Models 25\u003c\/p\u003e \u003cp\u003eThe Risk Perception Model 26\u003c\/p\u003e \u003cp\u003eThe Mental Noise Model 28\u003c\/p\u003e \u003cp\u003eThe Negative Dominance Model 28\u003c\/p\u003e \u003cp\u003eThe Trust Determination Model 29\u003c\/p\u003e \u003cp\u003eRisk = Hazard + Outrage 30\u003c\/p\u003e \u003cp\u003eHigh Hazard\/Low Outrage (\"Watch out!\") 31\u003c\/p\u003e \u003cp\u003eMedium Hazard\/Medium Outrage (Stakeholder Relations) 32\u003c\/p\u003e \u003cp\u003eLow Hazard\/High Outrage (\"Calm down!\") 32\u003c\/p\u003e \u003cp\u003eHigh Hazard\/High Outrage (\"We'll get through this together.\") 33\u003c\/p\u003e \u003cp\u003eMental Models 33\u003c\/p\u003e \u003cp\u003eFunctional Lines of Communication 35\u003c\/p\u003e \u003cp\u003eCare Communications 35\u003c\/p\u003e \u003cp\u003eConsensus Communications 36\u003c\/p\u003e \u003cp\u003eCrisis Communications 36\u003c\/p\u003e \u003cp\u003eThe Excellence Theory 37\u003c\/p\u003e \u003cp\u003eThe “Stickiness” of Messages 38\u003c\/p\u003e \u003cp\u003eReferences 38\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 CRAFTING RISK AND CRISIS MESSAGES—SETTING GOALS AND OBJECTIVES AND AUDIENCE PROFILING 41\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eKey Successful Message Development Concepts 41\u003c\/p\u003e \u003cp\u003eMessage Crafting—Determining Purpose and Objectives 43\u003c\/p\u003e \u003cp\u003eMessage Development Constraints 45\u003c\/p\u003e \u003cp\u003eProfi ling Audiences—Who Are They and What Do They Want? 46\u003c\/p\u003e \u003cp\u003eProfi ling Audiences—How Do They Process and Perceive the Risk? 50\u003c\/p\u003e \u003cp\u003eReferences 52\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 CRAFTING RISK AND CRISIS MESSAGES—DEVELOPING THE WORDS 55\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCrafting Messages—Overarching Principles 55\u003c\/p\u003e \u003cp\u003eConveying Empathy 57\u003c\/p\u003e \u003cp\u003eAudience Emotions—Anger 59\u003c\/p\u003e \u003cp\u003eAudience Emotions—Mistrust 63\u003c\/p\u003e \u003cp\u003eAudience Emotions—Fear, Panic, and Apathy 63\u003c\/p\u003e \u003cp\u003eMessage-Crafting Techniques 66\u003c\/p\u003e \u003cp\u003eInfl uence Diagrams—The Mental Models Approach 67\u003c\/p\u003e \u003cp\u003eMessage Mapping 70\u003c\/p\u003e \u003cp\u003eReferences 75\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 DELIVERING THE MESSAGE WHILE AVOIDING COMMON MISTAKES 77\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eMessage Delivery Templates 77\u003c\/p\u003e \u003cp\u003eThe Use of Visuals in a Communication Event 82\u003c\/p\u003e \u003cp\u003eDelivering the Message in the Age of the Internet 85\u003c\/p\u003e \u003cp\u003eCommon Message Delivery Mistakes and Effective Corrections 89\u003c\/p\u003e \u003cp\u003eFailing to Communicate Technical Information 89\u003c\/p\u003e \u003cp\u003eFailing to Help the Audience Understand the Uncertainly of Most Risk Information 90\u003c\/p\u003e \u003cp\u003eTrying to Compare Risks 90\u003c\/p\u003e \u003cp\u003eMaking Value Judgments about \"Acceptable\" Levels of Risk 90\u003c\/p\u003e \u003cp\u003eBeing Concerned That an Audience Will Panic 91\u003c\/p\u003e \u003cp\u003eUsing Words That Imply Negative Behaviors 91\u003c\/p\u003e \u003cp\u003eResponding Too Quickly or Not Quickly Enough 91\u003c\/p\u003e \u003cp\u003eFailing to Speak with One Voice 92\u003c\/p\u003e \u003cp\u003eThe Use of Content Analysis and Readability Analyses 93\u003c\/p\u003e \u003cp\u003eEvaluating the Communication Event 94\u003c\/p\u003e \u003cp\u003eReferences 98\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 WORKING WITH THE MEDIA 101\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eLevel of Organizational Expertise 102\u003c\/p\u003e \u003cp\u003eAdvance Development of Relationships with the Media 103\u003c\/p\u003e \u003cp\u003eThe Various Roles of the Media 104\u003c\/p\u003e \u003cp\u003eConstraints of the Media and Media Representatives 105\u003c\/p\u003e \u003cp\u003eWhat the Media Needs from an Organization 106\u003c\/p\u003e \u003cp\u003eFair Media Coverage 108\u003c\/p\u003e \u003cp\u003eDeveloping a Media Communications Plan 109\u003c\/p\u003e \u003cp\u003eGetting the Accurate Message Out 110\u003c\/p\u003e \u003cp\u003eChoosing a Spokesperson 111\u003c\/p\u003e \u003cp\u003ePreparing for an Interview 113\u003c\/p\u003e \u003cp\u003eAfter the Interview 114\u003c\/p\u003e \u003cp\u003eReferences 119\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 DEVELOPING A RISK AND CRISIS COMMUNICATIONS PLAN 121\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDefi ning Acceptable Risk 122\u003c\/p\u003e \u003cp\u003eRisk Assessment Tools Summary 122\u003c\/p\u003e \u003cp\u003eKey Planning Guidelines and Processes 124\u003c\/p\u003e \u003cp\u003eKey Plan Elements 129\u003c\/p\u003e \u003cp\u003eReferences 131\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 SPECIAL RISK AND CRISIS COMMUNICATION SITUATIONS 133\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCrisis Communication Principles 133\u003c\/p\u003e \u003cp\u003eWorst-Case Scenarios 135\u003c\/p\u003e \u003cp\u003eDealing with an Outraged Audience in a Crisis 137\u003c\/p\u003e \u003cp\u003eDealing with an Ambivalent Audience in a Crisis 138\u003c\/p\u003e \u003cp\u003eSome Additional Guidelines 141\u003c\/p\u003e \u003cp\u003eDealing with Fatalities 141\u003c\/p\u003e \u003cp\u003eDealing with Rumors 144\u003c\/p\u003e \u003cp\u003eReferences 150\u003c\/p\u003e \u003cp\u003e\u003cb\u003e10 CASE STUDIES 153\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe H1N1 Pandemic of 2009–2010 154\u003c\/p\u003e \u003cp\u003eInvolvement of Stakeholders in the Strategy Planning Process 155\u003c\/p\u003e \u003cp\u003ePublic Health Education about Pandemics 157\u003c\/p\u003e \u003cp\u003eHow Bad Is a Pandemic Really?—Reducing Trust and Credibility 161\u003c\/p\u003e \u003cp\u003eOver-Reassuring the Public about Vaccine Availability 163\u003c\/p\u003e \u003cp\u003eSuccess of the Government's and Public Health System's Efforts 170\u003c\/p\u003e \u003cp\u003eThe BP Deepwater Horizon Oil Spill 171\u003c\/p\u003e \u003cp\u003eProfi ling the Audience—Risk Perception 173\u003c\/p\u003e \u003cp\u003eUnderstanding the Technical Nature of the Spill 173\u003c\/p\u003e \u003cp\u003eTrust and Credibility 178\u003c\/p\u003e \u003cp\u003eWorst-Case Scenario—How Much Oil? 179\u003c\/p\u003e \u003cp\u003eWorst-Case Scenario—How Long Until the Leak Is Stopped? 186\u003c\/p\u003e \u003cp\u003eChoosing a Spokesperson Wisely and Knowing When to Let Them Go 188\u003c\/p\u003e \u003cp\u003eReferences 189\u003c\/p\u003e \u003cp\u003e\u003cb\u003e11 SUMMARY AND CONCLUSIONS 193\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTheoretical Models and Frameworks 194\u003c\/p\u003e \u003cp\u003eCrafting Risk and Crisis Messages 195\u003c\/p\u003e \u003cp\u003eMessage Delivery 197\u003c\/p\u003e \u003cp\u003eWorking with the Media and Choosing a Spokesperson 199\u003c\/p\u003e \u003cp\u003eDeveloping a Risk\/Crisis Communications Plan 201\u003c\/p\u003e \u003cp\u003eSpecial Risk and Crisis Communications Situations 202\u003c\/p\u003e \u003cp\u003eCase Studies 205\u003c\/p\u003e \u003cp\u003eWhat It All Means for You and Your Organization 206\u003c\/p\u003e \u003cp\u003eReferences 207\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIndex 209\u003c\/b\u003e\u003c\/p\u003e  \u003cp\u003e“However, given the balance of theory and practical information in Walaski’s book, it is certainly a good addition to the library of risk and crisis communications professionals.”  (\u003ci\u003eTechnical Communication\u003c\/i\u003e, 1 November 2012)\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e  \u003cp\u003ePamela (Ferrante) Walaski is the President of JC Safety \u0026amp; Environmental, Inc., a health and safety consulting firm and is a frequent speaker and seminar presenter on the topic of risk and crisis communications. She holds both the CSP and CHMM designations, and writes regularly for the leading professional journals. She is both chair of the Technical Publications Advisory Committee and administrator of the Consultants Practice Specialty of the ASSE, and was a contributing author to The Safety Professionals Handbook. In 2011, she was the recipient of the ASSE President's Award.\u003c\/p\u003e  \u003cp\u003eThe go-to guide for learning what to say and how to say it\u003c\/p\u003e \u003cp\u003eIn this climate of near constant streams of media messages, organizations need to know how to effectively communicate risks to their audiences and what to say when a crisis strikes. Risk and Crisis Communications: Methods and Messages is designed to help organizations understand the essential components of communicating about risks during a crisis, and it carves out a role for safety health and environmental (SH\u0026amp;E) professionals in the process.\u003c\/p\u003e \u003cp\u003eCovering common theoretical concepts and explaining the positions of noted experts in the field such as Peter Sandman and Vincent Covello, the book provides a fundamental understanding of the process behind crafting effective messages for a variety of different situations and explains the consequences of saying the wrong thing to an emotional audience. Incorporating numerous case studies—including the BP Deepwater Horizon Oil Spill and the 2010 H1N1 pandemic—it shows how messages can change the way an audience perceives an event and how they react to it, clearly demonstrating how ineffective messages can create untold difficulties for an organization's public image.\u003c\/p\u003e \u003cp\u003eSavvy SH\u0026amp;E professionals know that their role in helping to craft risk and crisis messages as well as assisting in the execution of risk communication plans provides a critical path to becoming more valuable members of their organizations. Risk and Crisis Communications: Methods and Messages provides invaluable assistance in helping SH\u0026amp;E professionals add value to their organization.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989965619429,"sku":"NP9780470592731","price":84.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470592731.jpg?v=1761786056","url":"https:\/\/k12savings.com\/es\/products\/risk-and-crisis-communications-isbn-9780470592731","provider":"K12savings","version":"1.0","type":"link"}