After a high stress trigger

• Most people will be experiencing:– Hyper-vigilance– Searching for patterns– Tightening of ‘in group’/Linear hierarchy– Inclined to take shortcuts– Willing to suspend disbelief (magical thinking)– Open to doing rash things– Post event spike in feeling of vulnerability

Hyper-vigilance:

– Information Vacuum

• The higher the stakes, the more likely the official sources will grow very silent for the initial period to coordinate the message.• The higher the stakes the more information the public

needs to have• The information vacuum will be filled, but not by whom

you want.

Searching for Patterns

• Provide Context!– There is a good

chance some in the media and the general public are making jumps in logic that are wrong & don’t help

Decision makers may feel

• Sharing can be dangerous• Showing weakness dangerous

• This can lead to a push to withhold information, it is important to push back.

Communication shouldn’t be a loyalty test

– “Trust us, the situation is under control and everything is safe.”

• In extended situation, assume public are adults looking for enough information to decide for self: provide context with guidance

(The ‘voice’ of your organization may not be who does all the training)

• If a situation is really large, chances are someone higher up in social rank may be pushed in front of the cameras– Prepare Just-in-Time messaging training:

• Live saving information first• Set a positive narrative early • Be honest, don’t hide information: if can’t share everything,

say so and say why.• Be very careful not to repeat rumors• Remind people that we are all in this together• Show compassion.

Willing to suspend disbelief

• Expect the population and public assumptions to go in very strange directions– Be ready to be able to counter situations like

extreme folk medicine to be treated as valid.– Have a list of solid information sources that will

provide people with quality information.

Open to doing rash things

• Provide clear, concise and specific guidance to the population about ways they can help or stay safe.

Changing/Tightening of ‘in group’/Inclined to take shortcuts

• Remember whom you need to communicate with: not just people who communicate the way you do.

Post event spike in feeling of vulnerability

• Warning people to expect a spike in emotions can help reduce the impacts from the spike

• Authority figures are a natural target for people to vent frustration-expect it, counter with examples of the positive steps that have been taken, be compassionate

• Previous disasters show that this is a dangerous time for ‘out groups’—remind everyone that we are all in this together: the entire community.

Some studies & articles on topic– Hyper-vigilance:

• Perceived threat narrows the focus of attention http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2933078/ – Searching for patterns

• Lacking Control Increases Illusory Pattern Perception http://www.sciencemag.org/content/322/5898/115– Tightening of ‘in group’

• The role of oxytocin in giving preferential treatment to own group: http://www.sciencemag.org/content/328/5984/1408.abstract

– Inclined to take shortcuts• Learning: Stressed people use different strategies and brain regions http://

www.sciencedaily.com/releases/2012/08/120808081336.htm – Willing to suspend disbelief (magical thinking)

• Feeling powerless, Do I Have a Conspiracy Theory for You http://www.newsweek.com/feeling-powerless-do-i-have-conspiracy-theory-you-221650

– Open to doing rash things• Threat interferes with response inhibition http://www.ncbi.nlm.nih.gov/pubmed/22494999

– Post event spike in feeling of vulnerability• Crisis Counseling Assistance and Training Program Resource Toolkit http://

media.samhsa.gov/DTAC-CCPToolkit/phases.htm

• Questions? Comments?

• Carol Dunn• carol@tvorun.com• @caroldn