Communicating in Risk, Crisis, and High Stress Situations: Evidence-Based Strategies and Practice

VINCENT T. COVELLO, PhD, is a leading expert in risk, crisis, and high stress communications. He is currently Director of the Center for Risk Communication in New York City, an organization that applies evidence-based knowledge to a wide range of high concern, high stakes situations. He has served as a senior adviser to the World Health Organization, the US Department of Health and Human Services, the US Environmental Protection Agency, the US Department of Agriculture, the US Centers for Disease Control and Prevention, and other national and international organizations. Over the past 40 years, Dr. Covello has published more than 150 scientific articles on risk, crisis, and high stress communications.

A Note from the Series Editor xiii Acknowledgments xv Author Biography xvii 1 The Critical Role of Risk, High Concern, and Crisis Communication 1 1.1 Case Diary: A Collision of Facts and Perceptions 2 1.2 What Will Readers Find in This Book? 3 1.3 Why You Will Use This Book 4 1.4 The Need for This Book - Now 5 1.4.1 New Literature, New Research 5 1.4.2 Changes in the Communications Landscape 6 1.4.3 Changes in Journalism and the Perception of Facts 7 1.4.4 Changes in Laws, Regulations, and Societal Expectations 7 1.4.5 Changes in Concerns about Health, Safety, and the Environment 7 1.4.6 Changes in Levels of Trust 7 1.4.7 Changes in the Global Political Environment 8 1.4.8 The COVID- 19 Pandemic and the Changed Communication Landscape 8 2 Core Concepts 11 2.1 Case Diary: Recognizing Change as a High Concern Issue 11 2.2 Defining the Concept and Term Risk 13 2.3 Defining the Concept and Term Risk Communication 14 2.4 Risk Communication and Its Relationship to Risk Analysis 17 2.5 Defining the Concepts and Terms High Concern and High Concern Communication 19 2.6 Defining the Concept and Term Crisis 22 2.7 Defining the Concept and Term Crisis Communication 24 2.8 Chapter Resources 25 Endnotes 31 3 An Overview of Risk Communication 33 3.1 Case Diary: Complex Issues Destroy Homes 33 3.2 Challenges and Difficulties Faced in Communicating Risk Information 35 3.2.1 Characteristics and Limitations of Scientific and Technical Data about Risks 35 3.2.2 Characteristics and Limitations of Spokespersons in Communicating Information about Risks 35 3.2.2.1 Case Study: "Go Hard, Go Early": Risk Communication Lessons from New Zealand's Response to COVID-19 37 3.2.3 Characteristics and Limitations of Risk Management Regulations and Standards 41 3.2.3.1 Debates and Disagreements 41 3.2.3.2 Limited Resources for Risk Assessment and Management 41 3.2.3.3 Underestimating the Difficulty of and Need for Risk Communication 42 3.2.3.4 Lack of Coordination and Collaboration 42 3.2.4 Characteristics and Limitations of Traditional Media Channels in Communicating Information about Risks 42 3.2.5 Characteristics and Limitations of Social Media Channels in Communicating Information about Risks 43 3.2.6 Characteristics and Limitations of People in their Ability to Evaluate and Interpret Risk Information 44 3.3 Changes in How the Brain Processes Information Under Conditions of High Stress 48 3.4 Risk Communication Theory 49 3.4.1 Trust Determination Theory 49 3.4.2 Negative Dominance Theory 50 3.4.3 Mental Noise Theory 50 3.4.4 Risk Perception Theory 50 3.5 Risk Communication Principles and Guidelines 55 3.5.1 Principle 1. Accept and Involve All Interested and Affected Persons as Legitimate Partners 55 3.5.2 Principle 2. Plan Carefully and Evaluate Performance 55 3.5.3 Principle 3. Listen to Your Audience 57 3.5.4 Principle 4. Be Honest, Frank, and Open 57 3.5.5 Principle 5. Coordinate and Collaborate with Other Credible Sources 58 3.5.6 Principle 6. Meet the Needs of Traditional and Social Media 58 3.5.7 Principle 7. Speak Clearly and with Compassion 58 3.6 Key Takeaway Concepts and Conclusions from this Overview Chapter 59 3.7 Chapter Resources 59 Endnotes 66 4 Development of Risk Communication Theory and Practice 69 4.1 Case Diary: Origin Story 69 4.2 Introduction 70 4.2.1 Historical Phase 1: Presenting Risk Numbers 71 4.2.2 Historical Phase 2: Listening and Planning 71 4.2.3 Historical Phase 3: Stakeholder Engagement 72 4.2.4 Covello and Sandman's Four Stages of Risk Communication 72 4.2.4.1 Stage 1: Ignore the Public 73 4.2.4.2 Stage 2: Explaining Risk Data Better 73 4.2.4.3 Stage 3: Stakeholder Engagement 77 4.2.4.4 Stage 4: Empowerment 78 4.3 Summary 79 4.4 Chapter Resources 79 E