EPR-Public Communications - PowerPoint Presentation

Slide1

EPR-Public CommunicationsL-015

Challenges in Public Communications Slide2

Stress

Uncertainty and danger create stress. Stressed people think less

clearly;

Information needs to be direct and

clear;

Repeat things;

People focus on what they hear first and

last;Slide3

Factors influencing behavior

Some cause inadequate perception of threat;

Some influence message reception and acceptance;

These need to be managed for effective communications;Slide4

Rumours

People in uncertain situation seeking sensible explanations;

Information in circulation based on ambiguity, chaos and possible threat helps people cope and make sense of danger;

May be intentional or hostile.Slide5

Rumour control

Continue to provide frequent and complete information to the

public;

If necessary, organize a rumour control centre, for detecting, following, and responding to

rumours;

PIOs should be trained to cope with rumours. Take into account what kind of rumours would be the most devastating for your organization. Study similar

rumours;

Build strong and positive relationships with the public so that rumours may be doubted if not

rejected;

Ensure good internal communication within your organization, so that it does not itself become a fertile ground for rumour

growth.Slide6

Rumour control

Reiterate facts through official information dissemination;

Even acknowledging a rumour may add to its spread;

Begin rumour control as soon as possible;

Neglect a rumour only if it is harmless or will fade by itself.Slide7

Rumour stages

Cause

: uncertainty and anxiety

Objective

: prevention

Actions

: provide essential information to remove uncertainty

Cause

: lack of trust and involvement

Objective

: prevention

Actions

: confirm facts and truth; open communication channels

Cause

: repetition and changing messages

Objective

: bring under control

Actions

: publish denial providing accurate information

Cause

: lack of relevance and credibility

Objective

: control and stop repetition

Actions

: preserve truth; assess

rumour

control; be alert for repetitionsSlide8

False alarms

A warning issued without a real danger – great problem in risk communications;

Repeated false alarms reduce credibility of warnings and issuing organization;

Caused by

rumours

, mistakes, misunderstandings and changes in events.Slide9

Managing hostile situations

Radiation emergencies can lead to public anger and hostility;

Environmental issues raise strong emotions;

Hostility is directed at organizational representatives;

Bad management leads to mistrust and erosion of credibility. Slide10

Tips for managing hostile situations

Acknowledge hostility;

Control apprehension;

Listen carefully;

Be prepared;

Communicate empathy and care;

Track messages;

Timely, factual communications secure trust and

counteract hostility.