fundamentals of crisis communication · fundamentals of crisis communication ... ‣ dr. vincent...
TRANSCRIPT
![Page 1: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/1.jpg)
Fundamentals of Crisis Communication Focusing on Effective Techniques & Building Trust
Presented by
Kelly Huston Deputy Director, Governor’s Office of Emergency Services
![Page 2: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/2.jpg)
Joint Information Systems &
Joint Information Center (JIC)
![Page 3: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/3.jpg)
State FedsCity County
Police Fire
Joint Information System
On the same page
Your name here
SchoolsPublic Works
Animal Services
Health Dept
MilitaryPrivate Industry
AirportsTransitHospitals
![Page 4: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/4.jpg)
What’s the purpose?
It allows you to...
‣ Get the RIGHT information
‣ to the RIGHT people
‣ at the RIGHT time
‣ so they can make the RIGHT decisions and act
![Page 5: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/5.jpg)
![Page 6: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/6.jpg)
Benefits‣ Consistent messaging
‣ Central working facility
‣ Single, recognized source for official info
‣ Enhanced information sharing
‣ Pooled resources (staff and equipment)
‣ Coordinated delivery of the message
![Page 7: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/7.jpg)
Joint Information System
Field PIO
Incident Command
Emergency Operations Center
News Organizations
JOINT INFORMATION
CENTER
![Page 8: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/8.jpg)
JIC StructureIncident Commander
EOC Director
Lead Information Officer
Information Gathering & Production Group
Information Dissemination Group Field Information Group
EOC / ICP
Research & Writing
Audio Visual
Info Analysis
Media Monitoring
Internal Dissemination
Media & Rapid Response
Briefing
Media Telephone
Online / Social Media
Field Media
V.I.P. Handlers
Special Interest Groups
![Page 9: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/9.jpg)
Team Exercise
‣ You are the Boston Police Department Public Information Officers
‣ What is the first thing you will do?
‣ What information does the public need to know in the first hour?
‣ How will you accomplish it?
![Page 10: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/10.jpg)
You are here.
![Page 11: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/11.jpg)
Art
Skills arising from the exercise of intuitive faculties
(and common sense)
![Page 12: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/12.jpg)
Science
Expertness or exactness regarded as the result of knowledge of
laws and principles
![Page 13: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/13.jpg)
There’s no one-way manual
![Page 14: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/14.jpg)
What Happened Here?
![Page 15: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/15.jpg)
Anatomy of a Crisis
‣ Complexity of the situation
‣ High stress on all involved
‣ Need for preparation & practice
‣ Need for focus
![Page 16: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/16.jpg)
Impact on the Public
‣ “Normal” life interrupted
‣ Concern for safety of loved ones, themselves
‣ Confusion and fear
‣ Looking for leadership and support
![Page 17: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/17.jpg)
Leadership
![Page 18: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/18.jpg)
Public’s Expectations
![Page 19: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/19.jpg)
20 years ago 24 hours 10 years ago 4 hours Today 4 minutes
Speed of Info Flow Through the Media
![Page 20: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/20.jpg)
2012 Global Customer Service Barometer - American Express | http://about.americanexpress.com/news/docs/2012x/axp_2012gcsb_markets.pdf
![Page 21: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/21.jpg)
Risk & Crisis Communication
![Page 22: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/22.jpg)
Risk Communication: Key Concepts
‣ Over 8000 articles in peer reviewed journals, over 2,000 books and major survey reviews of the field
‣ Dr. Vincent CovelloCenter for Change/Risk Communication
![Page 23: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/23.jpg)
Risk Communication: Key Concepts
‣ Risk communication is a science-based discipline
‣ High concern situations change the rules of communication
‣ The key to success is Anticipation, Preparation and Practice (APP)
![Page 24: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/24.jpg)
3 Goals of Risk Communication
‣ Inform people to be able to make knowledgeable decisions
‣ Build trust and credibility
‣ Persuade & convince, appropriate to what we know
![Page 25: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/25.jpg)
Why?
![Page 26: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/26.jpg)
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 first and last
![Page 27: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/27.jpg)
Risk Communication: Key Concepts
‣ People focus much more on negative information
‣ Process information well below their grade level (AGL-4)
‣ Actively seek out additional sources to reduce risk
‣ “Four Hit Theory” of belief formation
![Page 28: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/28.jpg)
Four Hit Theory of Belief Formation
‣ Once formed, a belief is difficult or impossible to change
‣ Four (on average) unanswered credible hits makes a belief
‣ Less than four hits is still opinion
‣ A hit from one side can be negated by a hit from the other side
![Page 29: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/29.jpg)
Mental Noise
Your brain’s ability on a good day
During high stress or concern
80%20%
Mental noise can reduce the ability to process information by up to 80%
![Page 30: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/30.jpg)
What factors build trust during a crisis?
![Page 31: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/31.jpg)
Trust Determination Model
‣ Competence & Expertise
‣ Honesty & Openness
‣ Listening, Caring, Compassion, Empathy
‣ Other Factors
The Determinants of Trust and Credibility in Environmental Risk Communication: An Empirical Study Richard G. Peters, Vincent T. Covello, David B. McCallum - Risk Analysis, 1997
![Page 32: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/32.jpg)
Trust Determination Model
What factors build trust during a crisis?
Competence & ExpertiseHonesty / OpennessListening / Caring / Empathy / CompassionAll Other Factors
Determination in first 9-30
seconds
![Page 33: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/33.jpg)
Communication Tools
‣ 95% Rule ‣ Rule of 3 ‣ CCO ‣ 27/9/3 ‣ IDK
‣ 1N=3P ‣ AGL-4 ‣ Primacy/Recency ‣ Message Mapping
![Page 34: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/34.jpg)
95% Rule
95% of all questions and concerns that will be raised by any stakeholder (the press)
in any controversy (crisis) can be predicted in advance.
!
Implications?
![Page 36: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/36.jpg)
![Page 37: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/37.jpg)
3
Rule of 3
Low Stress Brain can hold on average 7
High Stress Brain can hold on average
Messages
Messages
George A. Miller (Department of Psychology, Princeton University) The Psychological Review, 1956, vol. 63, pp. 81-97
![Page 38: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/38.jpg)
27/9/3
![Page 39: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/39.jpg)
27/9/3
‣ 27 Words ‣ 9 Seconds ‣ 3 Messages ‣ This is what your audience can
successfully process
Simple Declarative Statements
![Page 40: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/40.jpg)
Message MapStakeholder
Question or Concern
Key Message/Fact
1Keywords or
Supporting Fact 1.1
Key Message/Fact
2Key Message/Fact
3
Keywords or Supporting Fact 1.2
Keywords or Supporting Fact 1.3
Keywords or Supporting Fact 1.1
Keywords or Supporting Fact 1.2
Keywords or Supporting Fact 1.3
Keywords or Supporting Fact 1.1
Keywords or Supporting Fact 1.2
Keywords or Supporting Fact 1.3
![Page 41: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/41.jpg)
27/9/3
![Page 42: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/42.jpg)
Message MapStakeholder Question or Concern
Key Message/Fact #1
Keywords or Supporting Fact 1.1
Key Message/Fact #2 Key Message/Fact #3
Keywords or Supporting Fact 1.2
Keywords or Supporting Fact 1.2
Keywords or Supporting Fact 2.1
Keywords or Supporting Fact 2.2
Keywords or Supporting Fact 2.2
Keywords or Supporting Fact 3.1
Keywords or Supporting Fact 3.2
Keywords or Supporting Fact 3.3
9/11/01 I’m scared. What is happening now?
Highest Levels
President
Military
Safe as possible
Doing Everything We Can
NYPD
Other Agencies
Safe as possible
You’re not alone
People suffering with you
Help
Support
![Page 43: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/43.jpg)
Listen Again: 27/9/3
![Page 44: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/44.jpg)
Message Map ExerciseStakeholder Question or Concern
Key Message/Fact #1
Keywords or Supporting Fact 1.1
Key Message/Fact #2 Key Message/Fact #3
Keywords or Supporting Fact 1.2
Keywords or Supporting Fact 1.2
Keywords or Supporting Fact 2.1
Keywords or Supporting Fact 2.2
Keywords or Supporting Fact 2.2
Keywords or Supporting Fact 3.1
Keywords or Supporting Fact 3.2
Keywords or Supporting Fact 3.3
![Page 45: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/45.jpg)
C C O
![Page 46: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/46.jpg)
C C O
‣Compassion and show empathy
‣Conviction that you and your team can do the job
‣Optimism tempered by reality
![Page 47: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/47.jpg)
C C O
![Page 48: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/48.jpg)
Quickly Establishes You as the Go-To Place for Information
Dr. Vincent Covello Center for Risk Communication
![Page 49: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/49.jpg)
IDK: I don’t know
![Page 50: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/50.jpg)
IDK
![Page 51: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/51.jpg)
IDK: I Don’t Know
‣ It is okay not to have the answer
‣ Do not risk your credibility by creating an answer
‣ Avoid speculating (why?)
![Page 52: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/52.jpg)
Guiliani Using IDK
![Page 53: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/53.jpg)
IDK Template‣ Say you don’t know (or can’t answer)
‣ Give the reason why you don’t know
‣ Indicate follow-up with a deadline
‣ Bridge to what you can say, such as your core messages
![Page 54: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/54.jpg)
The Communication Flow
![Page 55: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/55.jpg)
Hurricane Rita & General Honore
![Page 56: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/56.jpg)
Considerations?
‣ Who was the General talking to?
‣ What were his key messages?
‣ Was he effective?
‣ What does the affected public need?
![Page 57: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/57.jpg)
The Communication Flow
![Page 58: Fundamentals of Crisis Communication · Fundamentals of Crisis Communication ... ‣ Dr. Vincent Covello ... ‣ Message Mapping. 95% Rule 95% of all questions and concerns](https://reader036.vdocument.in/reader036/viewer/2022062306/5b0262eb7f8b9af1148f96a8/html5/thumbnails/58.jpg)
Public, families, critics, supporters, colleagues,
naïve folks, etc.
Remember who you’re really
talking to when you do an
interview or go on camera.
The Communication Flow
Public Official (that’s you!)
news media