1 vincent t. covello, ph.d. director center for risk communication 29 washington square west, suite...
TRANSCRIPT
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Vincent T. Covello, Ph.D.
Director
Center for Risk Communication
29 Washington Square West, Suite 2A
New York, New York 10011
Tel.: 646-654-1679; Fax.: 212-749-3590
email: [email protected]
web site: www.centerforriskcommunication.org
copyright 2002
Vincent T. Covello, Ph.D.
Director
Center for Risk Communication
29 Washington Square West, Suite 2A
New York, New York 10011
Tel.: 646-654-1679; Fax.: 212-749-3590
email: [email protected]
web site: www.centerforriskcommunication.org
copyright 2002
Risk and Crisis Communication Risk and Crisis Communication
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“A Science-basedScience-based Approach for Communicating Effectively in:
High-Concern, High Stress
Emotionally Charged, or
Controversial Situations”
“A Science-basedScience-based Approach for Communicating Effectively in:
High-Concern, High Stress
Emotionally Charged, or
Controversial Situations”
Risk and Crisis CommunicationRisk and Crisis Communication
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““...the major public health challenges ...the major public health challenges since 9/11 were not just clinical, since 9/11 were not just clinical, epidemiological, technical, issues. epidemiological, technical, issues. The major challenges were The major challenges were communication. In fact, as we move communication. In fact, as we move into the 21st century, communication into the 21st century, communication may well become the central science may well become the central science of public health practice.” (December, of public health practice.” (December, 2001)2001)
-Edward Baker, MD, MPH, Assistant -Edward Baker, MD, MPH, Assistant US Surgeon GeneralUS Surgeon General
““...the major public health challenges ...the major public health challenges since 9/11 were not just clinical, since 9/11 were not just clinical, epidemiological, technical, issues. epidemiological, technical, issues. The major challenges were The major challenges were communication. In fact, as we move communication. In fact, as we move into the 21st century, communication into the 21st century, communication may well become the central science may well become the central science of public health practice.” (December, of public health practice.” (December, 2001)2001)
-Edward Baker, MD, MPH, Assistant -Edward Baker, MD, MPH, Assistant US Surgeon GeneralUS Surgeon General
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“Situations” where risk communications can prove invaluable:
Controversial industrial development
Contract negotiations
Crisis and emergency management
Losses in corporate confidence
Part of everyday life
Change.
“Situations” where risk communications can prove invaluable:
Controversial industrial development
Contract negotiations
Crisis and emergency management
Losses in corporate confidence
Part of everyday life
Change.
Risk and Crisis CommunicationRisk and Crisis Communication
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Risk Communication
Part of everyday life:
at work
at home
in the community
Risk Communication
Part of everyday life:
at work
at home
in the community
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“ ...in high concern…” “ ...in high concern…”
High ConcernHigh ConcernLow TrustLow Trust(essential)
High ConcernHigh ConcernHigh TrustHigh Trust(essential)
Low ConcernLow Trust
(recommended)
Low ConcernHigh Trust(optional)
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Definition of Risk:
“The probability of loss of that which we value.”
Definition of Risk:
“The probability of loss of that which we value.”
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• Anticipate questions and concerns by listening
• Prepare accurate, well crafted, relevant, ethical, consistent , under- standable messages
• Practice delivery
• Anticipate questions and concerns by listening
• Prepare accurate, well crafted, relevant, ethical, consistent , under- standable messages
• Practice delivery
First StepsFirst Steps
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Risk and Crisis Communication Research:
Example: Sound bites
Risk and Crisis Communication Research:
Example: Sound bites
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Sound bite research:
Assumption: national news, controversial topic
• 7 to 9 seconds (21-27 words, 30 words max.)
• 3 messages
• 9 second knowledge/trust window
Sound bite research:
Assumption: national news, controversial topic
• 7 to 9 seconds (21-27 words, 30 words max.)
• 3 messages
• 9 second knowledge/trust window
Risk and Crisis CommunicationRisk and Crisis Communication
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• Limited message duration
• Limited message content
• Enhanced knowledge/trust
• Limited message duration
• Limited message content
• Enhanced knowledge/trust
Risk and Crisis Communication:
Overarching Key Messages
Risk and Crisis Communication:
Overarching Key Messages
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Key Word Message Map 1Message Map
Stakeholder:Question/Concern
Key Message/Fact 1.
Key Message/Fact 2.
Key Message/Fact 3.
Keywords:Supporting
Fact 1.1
Keywords:Supporting
Fact 1.3
Keywords:Supporting
Fact 1.2
Keywords:Supporting
Fact 2.1
Keywords:Supporting
Fact 2.2
Keywords:Supporting
Fact 2.3
Keywords:Supporting
Fact 3.1
Keywords:Supporting
Fact 3.2
Keywords:Supporting
Fact 3.3
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“Ethical Communication”
Versus
“Spin”
“Ethical Communication”
Versus
“Spin”
Overarching Risk and Crisis Communication Challenge
Overarching Risk and Crisis Communication Challenge
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Spin:
“…making things appear to be that which they are not.”
Spin:
“…making things appear to be that which they are not.”
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“Ethical Communication”
Question: What are the characteristics of ethical
risk and crisis communication?
“Ethical Communication”
Question: What are the characteristics of ethical
risk and crisis communication?
ChallengeChallenge
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Three Primary Goals
Knowledge and Understanding
Trust and Credibility
Dialogue to Resolve Disagreements
Three Primary Goals
Knowledge and Understanding
Trust and Credibility
Dialogue to Resolve Disagreements
Risk and Crisis CommunicationRisk and Crisis Communication
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Overarching Goal:
To Avoid Regret
Overarching Goal:
To Avoid Regret
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“There is virtually no correlation between the ranking of a threat or hazard by experts and the ranking of those same hazards by the public”
“There is virtually no correlation between the ranking of a threat or hazard by experts and the ranking of those same hazards by the public”
Challenge 1: Perceptions Challenge 1: Perceptions
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Perception = Reality
That which is perceived as real is real.
That which is perceived as real is real in its consequences
Perception = Reality
That which is perceived as real is real.
That which is perceived as real is real in its consequences
Risk CommunicationRisk Communication
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PERCEPTIONS OF RISK(Outrage Factors)
Lower Perceived Risk Higher Perceived Risk1. Trustworthy sources Untrustworthy sources
2. Substantial benefits Few benefits
3. Voluntary Involuntary
4. Controllable Not controllable
5. Fair/equitable Unfair/inequitable
6. Natural origin Human origin (man made)
7. Familiar Unfamiliar/exotic
8. Not dreaded Dreaded
9. Certain Uncertain
10. Children not asvictims
Children as victims
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PERCEPTION OF RISK (Outrage) (cont…)
Lower Perceived Risk Higher Perceived Risk11. Not memorable Memorable
12. Moral/ethical Immoral/unethical
13. Clear non-verbal message
Mixed non-verbalmessage
14. Responsive Unresponsive
15. Random/scattered Catastrophic
16. Little media attention Much media attention
17. Victims statistical Victims identifiable
18. Immediate effects Delayed effects
19. Effect reversible Effect irreversible
20. Scientifically well understood
Non scientifically wellunderstood
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Risk Perception (Outrage) Factors
Risk Perception (Outrage) Factors
Amplification Weights
Factor Weight
Trust………………………..….. 2000
Control……………………..….. 1000Control……………………..….. 1000
Benefits …………….…….……. 1000
Amplification Weights
Factor Weight
Trust………………………..….. 2000
Control……………………..….. 1000Control……………………..….. 1000
Benefits …………….…….……. 1000
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Challenge 2: Perceptions of Trust & Distrust
In High Concern Situations, People Want to Know That You
Care Before They Care What You Know
Challenge 2: Perceptions of Trust & Distrust
In High Concern Situations, People Want to Know That You
Care Before They Care What You Know Assessed in first 9-30 seconds
Assessed in first 9-30 seconds
Listening/Caring/Empathy
50%
Listening/Caring/Empathy
50%
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1 N = 3 P
One negative equals three positives
1 N = 3 P
One negative equals three positives
Challenge 3:
Negative Dominance
Challenge 3:
Negative Dominance
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• No
• Not
• Never
• Nothing
• None
• No
• Not
• Never
• Nothing
• None
Challenge 3:
Negative Dominance
Challenge 3:
Negative Dominance
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Sound Bite Construction Exercise Sound Bite Construction Exercise
Risk CommunicationRisk Communication
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• Why are you the best candidate?
• What are your greatest weaknesses?
• Where do you see yourself in five years?
• Why are you the best candidate?
• What are your greatest weaknesses?
• Where do you see yourself in five years?
At Work: Job Interview QuestionsAt Work: Job Interview Questions
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• What are your communication
objectives?
– Knowledge?
– Trust?
– Dialogue?
• What are your communication
objectives?
– Knowledge?
– Trust?
– Dialogue?
First StepsFirst Steps
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• Who is your audience?
• Who is your audience?First StepsFirst Steps
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Stakeholders - Examples• Family and Friends• Employees • Employee families• Supervisors• Co-workers• Unions • Advisory Panels • Local Government • State Government • Federal Government • Other Government Agencies• Politicians• Individuals in the Community
• Activist Groups• Educators• Religious Leaders• Shareholders/Investors• Senior Management• Physicians and Other Health
Professionals• Emergency Responders• Legal Practitioners• Local Business Community• Contractors/Consultants • Media • Ethic/minority groups• Sensitive individuals or
groups
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• What are there concerns?
• What are there concerns?
First StepsFirst Steps
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• Safety
• Security
• Economic
• Health
• Quality of Life
• etc.
• Safety
• Security
• Economic
• Health
• Quality of Life
• etc.
Values at Risk Values at Risk
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• Message Development
• Message Development First StepsFirst Steps
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• What are the three most important things you would like your audience to know
• What are the three most important things your audience would like to know
• What are the three most important things your audience is most likely to get wrong unless they are emphasized
• What are the three most important things you would like your audience to know
• What are the three most important things your audience would like to know
• What are the three most important things your audience is most likely to get wrong unless they are emphasized
First StepsFirst Steps
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Examples
Examples
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Key Word Message Map 1Message Map
Stakeholder:Question/Concern
Key Message/Fact 1.
Key Message/Fact 2.
Key Message/Fact 3.
Keywords:Supporting
Fact 1.1
Keywords:Supporting
Fact 1.3
Keywords:Supporting
Fact 1.2
Keywords:Supporting
Fact 2.1
Keywords:Supporting
Fact 2.2
Keywords:Supporting
Fact 2.3
Keywords:Supporting
Fact 3.1
Keywords:Supporting
Fact 3.2
Keywords:Supporting
Fact 3.3
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Smallpox Questions
Smallpox Questions
• How contagious is
smallpox?
• Is there enough vaccine?
• What are the signs and
symptoms of smallpox?
• How contagious is
smallpox?
• Is there enough vaccine?
• What are the signs and
symptoms of smallpox?
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Question: How contagious is smallpox?
Question: How contagious is smallpox?
Key Message 1: Spreads slowly
Key Message 2: Time to contact
Key Message 3: Vaccination
Key Message 1: Spreads slowly
Key Message 2: Time to contact
Key Message 3: Vaccination
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Smallpox Questions: CDC Message Mapping Project
Smallpox Questions: CDC Message Mapping Project
Over 60 draft maps
prepared
Sources for questions
Focus group testing
Over 60 draft maps
prepared
Sources for questions
Focus group testing
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Key Word Message Map 1
Message MapQuestion: How
contagious is smallpox
Key Message/Fact 1.
Keywords: Spreads Slowly
Key Message/Fact 2.
Keywords: Time to Contact
Key Message/Fact 3.
Keywords: Vaccination Within Days
Keywords:Supporting
Fact 1.1
Keywords:Supporting
Fact 1.3
Keywords:Supporting
Fact 1.2
Keywords:Supporting
Fact 2.1
Keywords:Supporting
Fact 2.2
Keywords:Supporting
Fact 2.3
Keywords:Supporting
Fact 3.1
Keywords:Supporting
Fact 3.2
Keywords:Supporting
Fact 3.3
......
... ...
...
...
…..
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Message Mapping Message Mapping
Follow-up QuestionsFollow-up Questions
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Key Word Message Map 3
Stakeholder: Construction WorkersQuestion/Concern/Issue:
Worker Exposure to silica dust
Key Message/Fact 1.
Keywords: Personal protection
Key Message/Fact 2.
Keywords: Health screening / monitoring
Key Message/Fact 3.
Keywords: Engineering / administrative controls
Keywords:Supporting
Fact 1.1
Keywords:Supporting
Fact 1.3
Keywords:Supporting
Fact 1.2
Keywords:Supporting
Fact 2.1
Keywords:Supporting
Fact 2.2
Keywords:Supporting
Fact 2.3
Keywords:Supporting
Fact 3.1
Keywords:Supporting
Fact 3.2
Keywords:Supporting
Fact 3.3
Environment / equipment
Baseline physical exams
Education / awareness program
Hazard communication
Periodic screening / surveillance
Workplace air monitoring
Dust source reduction
Dust suppression
Limited exposure times
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Origins of the Field
Origins of the Field
Risk and Crisis CommunicationRisk and Crisis Communication
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Origins of the Field
• Deep Historical Roots
– Mental Noise Theory
– Trust Determination Theory
• More Recent Roots
– Risk Perception Theory
Origins of the Field
• Deep Historical Roots
– Mental Noise Theory
– Trust Determination Theory
• More Recent Roots
– Risk Perception Theory
Risk and Crisis CommunicationRisk and Crisis Communication
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Origins of the Field
• Deep Historical Roots
– Mental Noise Theory
– Trust Determination Theory
• More Recent Roots
– Risk Perception Theory
Origins of the Field
• Deep Historical Roots
– Mental Noise Theory
– Trust Determination Theory
• More Recent Roots
– Risk Perception Theory
Risk and Crisis CommunicationRisk and Crisis Communication
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Origins of the Field
• Deep Roots
– Mental Noise TheoryMental Noise Theory
– Trust Determination Theory
•
Origins of the Field
• Deep Roots
– Mental Noise TheoryMental Noise Theory
– Trust Determination Theory
•
Risk and Crisis CommunicationRisk and Crisis Communication
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When people are stressed or When people are stressed or upset, they have difficulty :upset, they have difficulty :
• hearing informationhearing information
• understanding informationunderstanding information
• remembering informationremembering information
When people are stressed or When people are stressed or upset, they have difficulty :upset, they have difficulty :
• hearing informationhearing information
• understanding informationunderstanding information
• remembering informationremembering information
Mental Noise TheoryMental Noise Theory
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• Limited time (e.g., attention Limited time (e.g., attention span)span)
• Limited content (e.g., 3 Limited content (e.g., 3 messages)messages)
• Clear (e.g., 6th grade)Clear (e.g., 6th grade)
• Limited time (e.g., attention Limited time (e.g., attention span)span)
• Limited content (e.g., 3 Limited content (e.g., 3 messages)messages)
• Clear (e.g., 6th grade)Clear (e.g., 6th grade)
Mental Noise Theory: Verbal Messages Implications -- CoreMental Noise Theory: Verbal
Messages Implications -- Core
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• Repetition (e.g., internal Repetition (e.g., internal and external) and external)
• Prioritized (e.g., first and Prioritized (e.g., first and last) last)
• Visuals (graphics, demos)Visuals (graphics, demos)
• 1N = 3P1N = 3P
• Repetition (e.g., internal Repetition (e.g., internal and external) and external)
• Prioritized (e.g., first and Prioritized (e.g., first and last) last)
• Visuals (graphics, demos)Visuals (graphics, demos)
• 1N = 3P1N = 3P
Mental Noise Theory: Verbal Message Implications -- Add-Ons
Mental Noise Theory: Verbal Message Implications -- Add-Ons
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• Listening, Caring, Empathy StatementListening, Caring, Empathy Statement
• State Three Key MessagesState Three Key Messages
• Re-State First Key Message Plus Re-State First Key Message Plus Supporting Information Supporting Information
• Re-State Second Key Message Plus Re-State Second Key Message Plus Supporting Information Supporting Information
• Re-State Third Key Message Plus Re-State Third Key Message Plus Supporting Information Supporting Information
• Re-State Three Key MessagesRe-State Three Key Messages
• Indicate Future ActionsIndicate Future Actions
• Listening, Caring, Empathy StatementListening, Caring, Empathy Statement
• State Three Key MessagesState Three Key Messages
• Re-State First Key Message Plus Re-State First Key Message Plus Supporting Information Supporting Information
• Re-State Second Key Message Plus Re-State Second Key Message Plus Supporting Information Supporting Information
• Re-State Third Key Message Plus Re-State Third Key Message Plus Supporting Information Supporting Information
• Re-State Three Key MessagesRe-State Three Key Messages
• Indicate Future ActionsIndicate Future Actions
Seven Part ModelSeven Part Model
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Mental Noise Theory:
Non-Verbal Messages
Mental Noise Theory:
Non-Verbal Messages
Provides up to 50-75% of
message content
Noticed intensely and negatively interpreted
Overrides verbal communication
Provides up to 50-75% of message content
Noticed intensely and negatively interpreted
Overrides verbal communication
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Origins of the Field
• Deep Roots
– Mental Noise Theory
– Trust Determination TheoryTrust Determination Theory
•
Origins of the Field
• Deep Roots
– Mental Noise Theory
– Trust Determination TheoryTrust Determination Theory
•
Risk and CommunicationRisk and Communication
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When people are stressed or When people are stressed or upset, they often distrust that upset, they often distrust that others are: others are:
• listening, caring, empathy listening, caring, empathy
• honest, openhonest, open
• competent, expert competent, expert
When people are stressed or When people are stressed or upset, they often distrust that upset, they often distrust that others are: others are:
• listening, caring, empathy listening, caring, empathy
• honest, openhonest, open
• competent, expert competent, expert
Trust DeterminationTheoryTrust DeterminationTheory
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MirroringMirroringMirroringMirroring
Trust DeterminationTheoryTrust DeterminationTheory
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Question: Genetically Modified Food and Allergies
Question: Genetically Modified Food and Allergies
Key Message 1:Tested
Key Message 2:Conventional
Foods
Key Message 3:Identify Gene
Key Message 1:Tested
Key Message 2:Conventional
Foods
Key Message 3:Identify Gene
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Origins of the Field
• More Recent Roots
– Risk Perception Theory
Origins of the Field
• More Recent Roots
– Risk Perception Theory
Risk and CommunicationRisk and Communication
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PERCEPTIONS OF RISK(Outrage Factors)
Lower Perceived Risk Higher Perceived Risk1. Trustworthy sources Untrustworthy sources
2. Substantial benefits Few benefits
3. Voluntary Involuntary
4. Controllable Not controllable
5. Fair/equitable Unfair/inequitable
6. Natural origin Human origin (man made)
7. Familiar Unfamiliar/exotic
8. Not dreaded Dreaded
9. Certain Uncertain
10. Children not asvictims
Children as victims
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PERCEPTION OF RISK (Outrage) (cont…)
Lower Perceived Risk Higher Perceived Risk11. Not memorable Memorable
12. Moral/ethical Immoral/unethical
13. Clear non-verbal message
Mixed non-verbalmessage
14. Responsive Unresponsive
15. Random/scattered Catastrophic
16. Little media attention Much media attention
17. Victims statistical Victims identifiable
18. Immediate effects Delayed effects
19. Effect reversible Effect irreversible
20. Scientifically well understood
Non scientifically wellunderstood
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Risk Perception (Outrage) Factors
Risk Perception (Outrage) Factors
Amplification Weights
Factor Weight
Trust………………………..….. 2000
Control……………………..….. 1000Control……………………..….. 1000
Fairness …………….…….……. 500
Amplification Weights
Factor Weight
Trust………………………..….. 2000
Control……………………..….. 1000Control……………………..….. 1000
Fairness …………….…….……. 500
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Trust Determination Factors In High Concern Situations Trust Determination Factors
In High Concern Situations
Assessed in first 30 seconds
Assessed in first 30 secondsListening/Caring/
Empathy50%
Listening/Caring/Empathy
50%Competence/
Expertise 15-20%
Competence/Expertise 15-20%
Honesty/ Openness 15-20%
Honesty/ Openness 15-20%
Dedication/Commitment
15-20%
Dedication/Commitment
15-20%
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Developing Trust• The higher the level of emotion or distrust, the
greater the need for:– words/statements– gestures– actions
that communicate– listening – caring – empathy
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Trust / Credibility Credibility Transference
Trust / Credibility Credibility Transference
“A lower credibility source takes on
the credibility of the highest credible
source that agrees with its position on
an issue.”
“A lower credibility source takes on
the credibility of the highest credible
source that agrees with its position on
an issue.”
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Trust / Credibility Credibility Reversal
Trust / Credibility Credibility Reversal
“When a lower credibility source
attacks the credibility of a higher
credibility source, the lower credibility
source loses further credibility.”
“When a lower credibility source
attacks the credibility of a higher
credibility source, the lower credibility
source loses further credibility.”
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Trust / Credibility Credibility Reversal (con’t)
Trust / Credibility Credibility Reversal (con’t)
“The only information source that can
effectively attack the credibility of
another source is one of equal or
higher credibility.”
“The only information source that can
effectively attack the credibility of
another source is one of equal or
higher credibility.”
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Environmenal Trust Ladder• High
– Health Professionals (e.g., Nurses, Physicians)
– Safety Professionals (e.g., Fire, Police)
– University Scientists
• Medium– Environmental Professionals
– Media
– Activist Groups
• Low– Industry
– Federal Government
– Paid External Consultants
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Stakeholders - Examples• Family and Friends• Employees • Employee families• Supervisors• Co-workers• Unions • Advisory Panels • Local Government • State Government • Federal Government • Other Government Agencies• Politicians• Individuals in the Community
• Activist Groups• Educators• Religious Leaders• Shareholders/Investors• Senior Management• Physicians and Other Health
Professionals• Emergency Responders• Legal Practitioners• Local Business Community• Contractors/Consultants • Media • Ethic/minority groups• Sensitive individuals or
groups
68
Risk Perception (Outrage) Factors
Risk Perception (Outrage) Factors
Amplification Weights
Factor Weight
Trust………………………..….. 2000
Control……………………..….. 1000Control……………………..….. 1000
Fairness …………….…….……. 500
Amplification Weights
Factor Weight
Trust………………………..….. 2000
Control……………………..….. 1000Control……………………..….. 1000
Fairness …………….…….……. 500
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Control Factors
Control Factors
Choice
Voice
Knowledge
Choice
Voice
Knowledge
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Three Primary Goals
Knowledge and Understanding
Trust and Credibility
Dialogue to Resolve Disagreements
Three Primary Goals
Knowledge and Understanding
Trust and Credibility
Dialogue to Resolve Disagreements
Risk and Crisis CommunicationRisk and Crisis Communication