Kelly Huston's "powerpoint" presentation for the Contra Costa County Joint Information Center 2-day class put on by the California Emergency Management Agency.
11. Science of Crisis Communication
What 17%
factors build
trust during 17%
a crisis?
Assessed
in rst 9-30
seconds
50%
17%
Competence & Expertise
Honesty / Openness
Listening / Caring / Empathy / Compassion
All Other Factors
Source: Dr. V Covello, Center for Change/Risk Communication
Wednesday, May 20, 2009
12. When people are
stressed or concerned
‣ Want to know that you care
before they care what you know.
‣ Have difficulty hearing,
understanding, and
remembering information.
‣ Focus most on what they hear
rst and last.
Wednesday, May 20, 2009
13. PIO Role & Function
‣ Inform the public
‣ Intermediary between your agency
and the public
‣ Clearinghouse for accurate info
‣ Earn public’s trust
‣ Develop working relationship
Wednesday, May 20, 2009
15. Traditional Media / Press Role
‣ Inform the public
‣ Intermediary between
you and the public
‣ Serve as an editor of information
‣ Be competitive in marketplace
‣ Entertain
Wednesday, May 20, 2009
20. Trends in news consumption
80%
60%
Newspaper
Radio news
Local TV news
Online News 40%
20%
0%
1993 2008
Wednesday, May 20, 2009
21. Snapshot of a typical day
150
57% 125
100
34%
64% 35% 75
48% 50
49%
37%
25
Watch TV News
Read Newspaper
Listen to Radio News 13%
1998 2008
Go Online
Pew Center for the People and the Press: Biennial News Consumption Surveyquot;, released August 17, 2008
Wednesday, May 20, 2009
22. Type of news followed “very closely”
20% 30% 40% 50%
0% 10%
Entertainment 10%
Local Gov’t 20%
Sports 20%
8 Politics/DC 21%
Community 22%
Crime 28%
Weather
48
Pew Center for the People and the Press: Biennial News Consumption Surveyquot;, released August 17, 2008
Wednesday, May 20, 2009
23. Where do you turn for that news?
120% 150%
30% 60% 90%
0%
34% 4%3%
Community Events 61%
6% 8%
Crime 36% 68%
Sports 28% 70% 6% 13%
Entertainment 24% 61% 4% 16%
Weather 13%
79%
7% 16%
Breaking News 6%
76%
18% 8%
Newspapers Television Over 100% because
Radio Internet respondents could name
more than one main source.
Pew Center for the People and the Press: Biennial News Consumption Surveyquot;, released August 17, 2008
Wednesday, May 20, 2009
36. Get paid to be a ‘producer’
Wednesday, May 20, 2009
37. Social Media Use Surge
March 2009 | Compete.com
Wednesday, May 20, 2009
38. rld
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Chino Hills Earthquake
Tuesday, July 29, 2008
11:42 am
Wednesday, May 20, 2009
39. rld
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Twitter
www.twitter.com
1
Wednesday, May 20, 2009
40. rld
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Flickr
www. ickr.com
1
Wednesday, May 20, 2009
41. rld
Wople
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E Blogs
Wednesday, May 20, 2009
42. rld
Wople
al am
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E
YouTube
www.youtube.com
Wednesday, May 20, 2009
43. rld
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E
Wikipedia
www.wikipedia.com
Wednesday, May 20, 2009
44. What does it all mean?
‣ Information is being consumed in
nontraditional ways
‣ People are adding to your message and
creating their own
‣ We must look beyond the old ways and
deliver quicker - be creative!
Wednesday, May 20, 2009
45. Tools, Tips & Tutorials
www.ProCommunicator.com
Wednesday, May 20, 2009
46. The Communication Flow
Remember who
you’re really
talking to when
you do an
interview or go
on camera.
Spokesperson
(that’s you!)
news media
Public, families, critics,
supporters, colleagues,
naïve folks, etc.
Wednesday, May 20, 2009
