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

Session 182 Objectives 18.1Identify four critical audiences targeted for crisis communications. 18.2Discuss crisis communications with the general public. 18.3Discuss communicating is a crisis with elected officials and community leaders. 18.4Discuss communicating with partners and stakeholders during a crisis. 18.5Discuss communicating with the media in a crisis. Slide 18-

Communicating in Four Phases of Emergency Management Mitigation Preparedness Response Recovery Session 183 Slide 18-

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. Session 184 Slide 18-

Primary Audiences for Crisis Communications The General Public Elected Officials and Community Leaders Partners and Stakeholders The Media Session 185 Slide 18-

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 Session 186 Slide 18-

Elected Officials and Community Leaders Critical audience for disaster information Communicators of disaster-related information Constituent information providers Trusted leaders in the community Session 187 Slide 18-

Partners and Stakeholders Include: First responders Voluntary agencies Community groups Non-governmental organizations The business community Others Session 188 Slide 18-

The Media Historic role of telling the disaster story New media are new information providers New media capable of distributing information Session 189 Slide 18-

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 Session 1810 Slide 18-

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 Session 1811 Slide 18-

Audience: The General Public 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 Session 1812 Slide 18-

Audience: The General Public Low-to-Moderate-income populations –Limited access to web –Trust issues –Trusted leaders –Community emergency networks –Distribute and report information –Mitigation and preparedness messages Session 1813 Slide 18-

Audience: The General Public Special Needs Population Additional needs in functional areas, including but not limited to: –Maintaining independence –Communication –Transportation –Supervision –Medical care Session 1814 Slide 18-

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 disadvantaged Session 1815 Slide 18-

Audience: The General Public Challenges for communicating with Special Needs Populations –Recognize the challenge –Consider communications barriers –Consider different communications mechanisms –Use a combination of communications mechanisms Session 1816 Slide 18-

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 leaders Session 1817 Slide 18-

Audience: Elected Officials and Community Leaders Receive and deliver critical information Keep informed Credible spokespeople All four phases of emergency management Session 1818 Slide 18-

Audience: Elected Officials and Community Leaders 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 resources Session 1819 Slide 18-

Audience: Elected Officials and Community Leaders Applying for Federal Assistance –State officials –Governor –Members of Congress Session 1820 Slide 18-

Audience: Elected Officials and Community Leaders Official Visits to the Disaster Site –Officials will make visits –Communications opportunity –Staff and support resources Session 1821 Slide 18-

Audience: Elected Officials and Community Leaders Staff Resources –Information source –Relationship-building –Communications Specialists Session 1822 Slide 18-

Audience: Elected Officials and Community Leaders Spokespeople –Well-informed and credible –Media savvy –Practice in non-disaster times Session 1823 Slide 18-

Audience: Elected Officials and Community Leaders Community Leaders –Neighborhood communications networks –Preparedness and mitigation messages –Dual purpose Disseminate disaster information Collect and report disaster impact information Session 1824 Slide 18-

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 Session 1825 Slide 18-

Audience: Partners and Stakeholders Sources of information Messengers disseminating information Communications protocols Session 1826 Slide 18-

Audience: Partners and Stakeholders Work in recovery phase –Deliver information –Collect information Joint Information Center (JIC) –Communications Specialists –Preparedness and mitigation campaigns Relationship-building Session 1827 Slide 18-

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 Session 1828 Slide 18-

Audience: The Media Share information with media –Briefings –Access to site –Interviews with emergency officials Scheduling Session 1829 Slide 18-

Audience: The Media Media does not need to be an advisory Potential partner Sharing information with media is a must Include new media Session 1830 Slide 18-