General and emergency communication principles
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Transcript of General and emergency communication principles
Communication Theory
The Principles of General & Crisis Communication
Provincia di Alessandria - Servizio Protezione Civile
Social Media Melting in Emergencies 2012
Massimiliano MesenascoMedia Languages B.A.
Communication is the transmission of informations
The aim of communication is to transmit a message from a source to a receiver without any loss of
information even in presence of noise.
The “Hypodermic needle” or “Magic Bullet” was the first relevant model of communication.
Rooted in the Psychological Behaviorism of the ‘30s (like B.F. Skinner, for example), this theory
suggests that the message is completely absorbed by the receiver exactly as intended by the
sender.
Source Receiver
The code is a set of rules that allows encoding and decoding
DOG
DOG
===
DOG
DOG
E4¶
===
E4¶
?
Encoding Decoding
Sign
ifie r
Mea nin g
Mea nin gSi
gnifi
e r
According to Ferdinand de Saussure, the categories of signifier and meaning are the key to understand the
sharing and the transmission of the meanings.
signifier
meaning
>
>
DOG
The word “DOG”, our signifier, bears the idea of the dog, our meaning, but only for those who are able to
link the signifier and the meaning.
This process is arbitrary, with some exceptions, like onomatopoeias and interjections.
This concept seems very simple and basic applied to words but let’s analyse a more “complex” example...
“What to Do Before a TornadoUse a NOAA Weather Radio with a tone-alert feature to keep you informed of watches and warnings issued in your area. The tone-alert feature will automatically alert you when a watch or warning
is issued.”
Wonderful, now we know what to do before a tornado!
But... what’s a NOAA Weather Radio? Tone-alert feature? Uhm...
That’s our fantastic Weather Radio with tone alert!
This kind of radio is widespread in the USA and unknown in Italy, so the most of us is not able to link
the signifier (NOAA Weather Radio) with the meaning.
Even that’s a very simple phrase, we can’t understand its whole meaning, so we simply don’t
know what to do before a tornado.
“What to Do Before a TornadoUse a NOAA Weather Radio with a tone-alert feature to keep you
informed of watches and warnings issued in your area. The tone-alert feature will automatically alert you when a watch or warning is issued.”
Try to imagine what could happen if an entire city, or just the 50% of its inhabitants doesn’t understand our
instructions during an emergency.
So, how can we communicate in a correct way?
To understand the importance of a good communication, let’s analyse a quote by Paul Watzlawick, one the most
influential figures of Palo Alto School.
“One cannot not communicate”
Even silence is communicative and the same is for our clothes, our facial expression, our car and so
on.
Paul Grice identifies four maxims useful to achieve a cooperative communication
Quality
Quantity
Relation
Manner
>
>
>
>
Make your contribution as informative as required
Be truthful
Be pertinent
Be clear, avoid ambiguity
So, since we cannot not communicate, what are the main features of a good message?
- Authoritative
- Brief
- Clear
A brief warning about authoritativeness and authority!
According to De Certeau, technical knowledge (authoritativeness) leads to authority but authority is
in turn strictly bound to its abuse.L’abuse de savoir gives authority to the expert, even
about topics far from his field of knowledge.
We can affirm that this effect is even stronger if messages are endorsed by an organization.
A brief tip about clarity!
We are naturally prone to think about something we’re told not to.
If I tell you “don’t talk about a cow”, your brain immediately visualizes a cow.
The same effects takes place when, in a risky situation, I tell you “have no fear!”, the immediate answer will
be “fear? FEAR? Why should I have fear?”
Always use positive concepts! “Calm winds for the next 24 hours” is much better
than “no tornados in the next 24 hours”
Consider that, according to the situation awareness theory, the decision making is a process composed by three steps that precede the real decision moment.
Perception Comprehension Projection Decisionmaking
Action
Situational Awareness
In order to make a conscious and sensible decision to handle a situation (especially a risky and stressful one) the subject must obtain the informations needed to fill
these three boxes.
The construction of the situational awareness is a process that may require a very short or a very long time, depending on the situation, and, most of all, the more complete and comprehensive the informations
are, the more the decision fits the situation.
To ease the decision-making process in emergency situation, we have to work during peacetime to spread
the emergency culture among the population.
Remember! Only with an everyday relation the organizations can build the necessary trust to build the
emergency culture and to work as gatekeeper of unofficial informations during crisis.
Depending on the situation, we can identify four modalities of communication policy.
Operational communication
policy
Cognitive communication
policy
Emergency direct the behavior of a population in a risky context
define the situation for a population in a risky context
Peacetimegive notions about Civil
Protection operations to the different levels of a social
system
maximize the general civic functionality
To master these techniques, we must be aware of two further concepts.
The two-step flow of communication
and
The feedback
Source
Message
Transmittingdevice
ReceivingdeviceChannel
Noise
Message
Receiver
Encoding Decoding
Feedback