Читать книгу Communicating in Risk, Crisis, and High Stress Situations: Evidence-Based Strategies and Practice - Vincent T. Covello - Страница 2

1  Cover

2  Series Page

3  Title Page

4  Copyright Page

5  A Note from the Series Editor

6  Acknowledgments

7  Author Biography

8  1 The Critical Role of Risk, High Concern, and Crisis Communication 1.1 Case Diary: A Collision of Facts and Perceptions 1.2 What Will Readers Find in This Book? 1.3 Why You Will Use This Book 1.4 The Need for This Book – Now

9  2 Core Concepts 2.1 Case Diary: Recognizing Change as a High Concern Issue 2.2 Defining the Concept and Term Risk 2.3 Defining the Concept and Term Risk Communication 2.4 Risk Communication and Its Relationship to Risk Analysis 2.5 Defining the Concepts and Terms High Concern and High Concern Communication 2.6 Defining the Concept and Term Crisis 2.7 Defining the Concept and Term Crisis Communication 2.8 Chapter Resources Endnotes

10  3 An Overview of Risk Communication 3.1 Case Diary: Complex Issues Destroy Homes 3.2 Challenges and Difficulties Faced in Communicating Risk Information 3.3 Changes in How the Brain Processes Information Under Conditions of High Stress 3.4 Risk Communication Theory 3.5 Risk Communication Principles and Guidelines 3.6 Key Takeaway Concepts and Conclusions from this Overview Chapter 3.7 Chapter Resources Endnotes

11  4 Development of Risk Communication Theory and Practice 4.1 Case Diary: Origin Story 4.2 Introduction 4.3 Summary 4.4 Chapter Resources Endnotes

12  5 Stakeholder Engagement and Empowerment 5.1 Case Diary: A Town Hall Public Meeting Goes Very Wrong 5.2 Introduction 5.3 Levels of Stakeholder Engagement 5.4 Benefits of Stakeholder Engagement 5.5 Limitations and Challenges of Stakeholder Engagement 5.6 Techniques and Approaches for Effective Stakeholder Engagement 5.7 Meetings with Stakeholders 5.8 Chapter Resources Endnotes

13  6 Communicating in a Crisis 6.1 Case Diary: The Challenge of Partnership in a Crisis 6.2 The Three Phases of a Crisis 6.3 Communication in the Precrisis Preparedness Phase 6.4 Communications in the Crisis Response Phase 6.5 Communicating Effectively about Blame, Accountability, and Responsibility 6.6 Communicating an Apology 6.7 Communications in the Postcrisis Recovery Phase 6.8 Chapter Resources Endnotes

14  7 Foundational Principles 7.1 Case Diary: “A” Is for “Apples” 7.2 Message Perception and Reception in High Concern Situations 7.3 Message Filter Theory: A Set of Principles Drawn from the Behavioral and Neuroscience Literature 7.4 Case Study: COVID‐19 and Risk Perception Factors 7.5 Message Filters and the Brain 7.6 Message Filters, Perceptions, and Models of Human Behavior 7.7 Message Filters, Perceptions, and Persuasion 7.8 Message Filters, Perceptions, and Ethics 7.9 Message Filters and the Issue of Acceptable Risk 7.10 The Message is in the Mind of the Receiver 7.11 Chapter Resources Endnotes

15  8 Foundational Principles 8.1 Case Diary: A Disease Outbreak in Africa 8.2 Trust Determination 8.3 Characteristics and Attributes of Trust 8.4 Case Study: Trust and the Chernobyl Nuclear Power Plant Accident 8.5 Case Diary: The Fukushima Japan Nuclear Power Plant Accident²⁷ 8.6 Gaining Trust in High‐Stakes Negotiations 8.7 Case Diary: Gaining Trust and the SARS Outbreak in Hong Kong 8.8 Trust and Culture 8.9 Cultural Competency 8.10 Risk Perceptions, Trust, and Cultural Theory 8.11 Risk Perceptions, Trust, and Worldviews 8.12 Case Diary: Fame, Family, and Fear in Public Health Communications 8.13 Chapter Resources Endnotes

16  9 Best Practices for Message Development in High Concern Situations 9.1 Case Diary: Mapping Through a Maze of COVID Confusion 9.2 Introduction 9.3 Crafting Messages in the Context of Stress and High Concern Decision‐Making 9.4 Message Mapping 9.5 Summary 9.6 Chapter Resources Appendix 9.1 The 93 most frequently asked questions by journalists and the public following a major crisis, emergency, or disaster. Appendix 9.2 The 400 plus most frequently asked questions following an active shooter incident. Appendix 9.3 Change management: frequently asked questions. Appendix 9.4 The most frequently asked questions at environmental cleanups and hazardous waste sites. Endnotes

17  10 Communicating Numbers, Statistics, and Technical Information about a Risk or Threat 10.1 Case Diary: A Civil Action 10.2 Introduction 10.3 Case Study: Numbers, Statistics, and COVID‐19 10.4 Brain Processes That Filter How Technical Information about Risk or Threat Is Received and Understood 10.5 Challenges in Explaining Technical Information About a Risk or Threat 10.6 Framing 10.7 Technical Jargon 10.8 Information Clarity 10.9 Units of Measurement 10.10 Case Study: Risk Numbers, Risk Statistics, and the Challenger Accident 10.11 Comparisons 10.12 Lessons Learned 10.13 Chapter Resources Endnotes

18  11 Evaluating Risk, High Concern, and Crisis Communications 11.1 Case Diary: Finding the Road to Rio 11.2 Introduction 11.3 Benefits of Evaluation 11.4 Evaluation Practices for Risk, High Concern, and Crisis Communication 11.5 Case Studies of Evaluation Comparison to Best Practice: Hurricane Katrina, COVID‐19 and Vaccination Hesitancy, and Outbreak of COVID‐19 in Wuhan, China 11.6 Barriers and Challenges to Evaluation 11.7 Evaluation Measures 11.8 An Integrated Approach to Evaluation 11.9 Resource: Case Study of Focus Group Testing of Mosquito‐Control Messages, Florida, 2018–2019³⁶ 11.10 Evaluation Tools 11.11 Chapter Resources Endnotes

19  12 Communicating with Mainstream News Media 12.1 Case Diary: A High Stakes Chess Game with a News Media Outlet 12.2 Introduction 12.3 Characteristics of the Mainstream News Media 12.4 Guidelines and Best Practices for Interacting with Mainstream News Media 12.5 The Media Interview 12.6 Lessons and Trends 12.7 Case Diary: A Ten‐Round Exercise 12.8 Chapter Resources Endnotes

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

22  End User License Agreement