Check Your Understanding

Let’s work through an example to review all the concepts covered in this section. This is a chance for you to practice what you’ve just learned — your answers will not be tracked. Enjoy.

You are part of the group drafting messages for flooding that affects homes in several counties. In the following questions, determine which message best meets the specified risk communication goal.

1. Which of these messages best addresses public concerns?

A. Floodwaters have damaged sewer lines and have forced wastewater to back up into some homes and businesses. Toilets and drains may not work and home plumbing may be unusable for several days. If your toilet is backed up, use a camping toilet or a lidded bucket lined with a trash bag.

B. Emergency plans for floods have been tested bi-annually through multi-jurisdiction exercises.

C. Treatment systems for wastewater rely on aerobic regions to reduce the amounts of chemicals and living organisms (viruses, bacteria and protozoa). When the soil is saturated or flooded, those hazardous materials can enter the groundwater and your drinking water supply.

Sorry.

The answer is A. In the immediate time period following a crisis, the public needs information that relates directly to what they are experiencing. They won’t care about what you did to prepare if they don’t perceive that that you are responsive now.

Good job!

This message provides information about pressing issues in a clear way.

2. Which of these messages best gives guidance on what to do and why?

A. Discard any food, medicine, and cosmetics that may have been exposed to floodwater.

B. Check the health department website for more information about cleaning up after flooding.

C. Floodwater can carry raw sewage, oil, or chemical waste. Discard food, medicine, and cosmetics that have been exposed to floodwater.

Sorry.

The answer is C. This message provides clear information about what to do, but would be better if it also gave an explanation of why this is important.

Good job!

This is the best message because it explains what to do with an explanation about why it is important.

3. Which of these messages best builds trust?

A. There is no need to worry. We have the situation under control.

B. Public health is well-prepared to handle health impacts of floods, having planned with partner agencies for over 15 years. Emergency plans for floods have been tested bi-annually through multi-jurisdiction exercises. We know that many of you need assistance, and we will work around the clock.

C. It is distressing to see the damage to so much of our community and it has been a difficult twenty-four hours for us all. We know that many people need assistance, and we will continue to work around the clock. But our staff is stretched thin, so we ask for your patience as we try our very best to meet all the pressing needs.

Sorry.

The answer is C. The public needs to know that you understand how they are feeling if they are going to place trust in you. While this statement may reflect some level of competency, it may feel like empty promotion to some people during a crisis.

Good job!

This message is most likely to build trust because it acknowledges the stress people may be under and it is candid in setting expectations.

Try Again?