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Chapter 5 - How to Get the Message Out

Understanding All of Your Communication Channels and When to Use Them

from Part I - Precrisis Planning

Published online by Cambridge University Press:  05 June 2025

Kathleen G. V. Melville
Kathleen G. V. Melville
Affiliation:
Tulane University School of Medicine, Louisiana
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Summary

The basic tenet of effective emergency risk communication is to share the right message with the right people at the right time. The foundation that supports this basic tenet rests upon the channels that are used to disseminate such information. This chapter looks at the variety of channels that are available to public health, medical, and emergency managers during a health emergency and when to use different channels during different phases of an emergency response. Emergency risk communicators can use media richness theory to guide communication channel selection. The chapter identifies internal and external communication channels and how best to use them during an emergency. Internal channels include business collaboration tools like Microsoft Teams and Zoom and secure messaging systems like the Health Alert Network and Epi-X. External communication channels include media briefings, news releases, wireless emergency alerts, GovDelivery, town halls, call centers, websites, and social media. The chapter outlines how to effectively coordinate media briefings and town halls. The chapter highlights best practice on optimizing websites so the public can quickly find the information they need. The chapter offers key tips when working with social media. A student case study analyzes the California Camp Fire wildfire using the Crisis and Emergency Risk Communication framework. Reflection questions are included at the end of the chapter.

Keywords

communication channelsmedia richness theorychannel selectionexternal channelsinternal channelsHealth Alert NetworkEpi-XMicrosoft OfficeZoomwebinarsmedia briefingstown hallscall centersweb pagessocial media
Type
Chapter
Information
Risk Communication in Public Health Emergencies
Practical Guidance Rooted in Theory
 , pp. 107 - 138
Publisher: Cambridge University Press
Print publication year: 2025

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