- Cover
- Acknowledgements
- 1 Introduction
- 2 Process Approach
- 3 Preevent Planning
- 4 Partnerships
- Why Do Crisis Leaders Sometimes Avoid Communicating With Their Publics?
- How Are Relationships With Publics Established?
- What Is Dialog?
- Why Do Some Agencies and Organizations Fail to Establish Dialog?
- How Does Dialog Produce Partnerships With Publics?
- Are There Times When Dialog Should Be Avoided?
- What Roles Can Publics Play in Their Partnerships With Organizations and Agencies?
- Summary
- References
- 5 Public Concern
- How Do Publics Respond to Risks?
- What Communication Challenges Do Hazards Create?
- What Communication Challenges Does Outrage Create?
- How Should Agencies and Organizations Acknowledge the Concerns of Publics?
- How Do Organizations and Agencies Anticipate Which Issues Are Likely to Produce Public Outrage?
- How Can Organizations Communicate to Prevent and Manage Outrage?
- Summary
- References
- 6 Honesty
- 7 Collaboration
- 8 Media Access
- 9 Compassion
- What Is a Compassionate Response to Crisis?
- Who Is the Best Organizational Spokesperson for Expressing Compassion?
- When Is Expressing Compassion Most Important?
- Should an Organization Express Compassion If Blame Is Uncertain?
- How Should an Organization Express Compassion If Blame Is Certain?
- How Should Spokespersons Express Compassion Through Social Media?
- What Role Does Culture Play in the Expression of Compassion?
- Summary
- References
- 10 Uncertainty
- What Causes Uncertainty for Publics?
- How Do Publics Respond to Uncertainty?
- What Kind of Information Do Publics Seek to Reduce Their Uncertainty?
- How Can Organizations Avoid Overreassuring Their Publics?
- What Are Some Other Ways to Manage Uncertainty?
- What Are the Ethical Standards for Managing Uncertainty?
- Summary
- References
- 11 Empowerment
- How Can Messages Empower Publics?
- What Are the Components of an Empowering Message?
- How Can Risk and Crisis Communicators Help Their Publics Internalize the Risk?
- How Should Messages Be Distributed to Publics?
- How Much Explanation of the Crisis Is Necessary?
- How Should Recommendations for Self‐Protective Actions Be Communicated?
- What If Publics Are Given Competing Recommendations for Empowerment?
- What Is the Role of Empowering Messages Outside the Acute Phase of Crisis?
- Summary
- References
- 12 Conclusion
- Index
- End User License Agreement
Communication in Times of Trouble
Best Practices for Crisis and Emergency Risk Communication
Matthew W. Seeger
Timothy L. Sellnow
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