Strategic crisis and risk communication during a prolonged natural hazard event: lessons learned from the Canterbury earthquake sequence

Abstract:

While communication products are developed for monitoring and forecasting hazard events, less thought may have been given to crisis and risk communication plans. During larger (and rarer) events responsible science agencies may find themselves facing new and intensified demands for information and unprepared for effectively resourcing communications. In a study of the communication of aftershock information during the 2010-12 Canterbury Earthquake Sequence (New Zealand), issues are identified and implications for communication strategy noted.

Communication issues during the responses included reliability and timeliness of communication channels for immediate and short decision time frames; access to scientists by those who needed information; unfamiliar emergency management frameworks; information needs of multiple audiences, audience readiness to use the information; and how best to convey empathy during traumatic events and refer to other information sources about what to do and how to cope. Other science communication challenges included meeting an increased demand for earthquake education, getting attention on aftershock forecasts; responding to rumor management; supporting uptake of information by critical infrastructure and government and for the application of scientific information in complex societal decisions; dealing with repetitive information requests; addressing diverse needs of multiple audiences for scientific information; and coordinating communications within and outside the science domain.

For a science agency, a communication strategy would consider training scientists in communication, establishing relationships with university scientists and other disaster communication roles, coordinating messages, prioritizing audiences, deliberating forecasts with community leaders, identifying user needs and familiarizing them with the products ahead of time, and practicing the delivery and use of information via scenario planning and exercises.