甲流H1N1精品课件H1N1 Risk and Crisis Communication Successes and .pptVIP

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * H1N1 Risk and Crisis Communication: Successes and Challenges Dr. Vincent T Covello Director Center for Risk Communication New York, New York * Presentation Goals (1) Share key concepts from the risk communication literature (2) Evaluate CDC’s H1N1 communications against these key concepts (3) Identify challenges for the future * Risk Communication: Key Concepts When people are stressed and concerned, they typically: (1)…want to know that you care before they care what you know (2)…have difficulty hearing, understanding, and remembering information (3)…trust most those willing to acknowledge the importance of uncertainty * Risk Communication: Key Concepts When people are stressed and concerned, they typically: (1)…want to know that you care before they care what you know (2)…have difficulty hearing, understanding, and remembering information (3)…trust most those willing to acknowledge the importance of uncertainty * Assessed in first 9–30 seconds Listening/Caring/ Empathy/Compassion 50% Competence/Expertise 15–20% Honesty/ Openness 15–20% All Other Factors 15–20% People Want To Know That You Care Before They Care What You Know * “The number of casualties will be more than any of us can bear ultimately.” “My heart goes out to all of the innocent victims of this horrible and vicious act of terrorism.” Mayor Giuliani, 9/11 , Communication People Want To Know That You Care Before They Care What You Know: 9/11 * “First I want to recognize that people are concerned about this situation. We hear from the public and from others about their concern, and we are worried, as well.” Dr. Richard Besser, CDC Acting DirectorH1N1 News Conference, April 24, 2010 People Want To Know That You Care Before They Care What You Know: CDC’s H1N1 Communications * Extensive use of risk communication “Caring” principles and templates “Templates” – Tools derived from the risk communication literature Examples: