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RISK COMMUNICATION

RISK COMMUNICATION. An Experience in Managing Crisis Communication Centre. 19 December 2012. SASITHERAN K.NAIR Health Education Division Ministry of Health Malaysia. Outline of Presentation. Hotline Preparing Press Release Providing & Coordinating Information.

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RISK COMMUNICATION

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  1. RISK COMMUNICATION An Experience in Managing Crisis Communication Centre 19 December 2012 SASITHERAN K.NAIR Health Education Division Ministry of Health Malaysia

  2. Outline of Presentation • Hotline • Preparing Press Release • Providing & Coordinating Information

  3. Inter-ministry Crisis-Disaster Committee (Chairman: Minister of Health) Ministry of Health Crisis-Disaster Technical Committee (Chairman: DG of Health, MOH) Independent Expert Team Secretariat Supplies and Procurement Health Information and Promotion Guideline Surveillance and Epidemiology Logistic NATIONAL COMMAND CENTRE ORGANIZATION CHART (Crisis Preparedness & Response Center ~ CPRC) National Command Centre (Chairman: Director Disease Control)

  4. If we do not communicate immediately, we shall lose our greatest opportunity to control media

  5. Sources of Info during crisis: CONTAINMENT PHASE • Call-ins (hotlines) • HOTLINE – 0388810200/0300 • 8.00 am – 5.30 pm (7/7) • 8.00 am – 5.30 pm (Mon-Fri) • 8.00 am – 9.30 pm (7/7) • On-line: • Emails • cprc_h1n1@moh.gov.my • Websites • http//:h1n1.gov.mywww.moh.gov.mywww.infosihat.gov.my • establish a new website (easier to update, can cater for • specific issue related to affected population) • link state websites to MOH website

  6. Sources of Info during crisis: • Main media (TV, Radio, Newspaper) • Word to mouth • Coffee shop talk (rumours) • New media (FB, twitters, blogs): Pay attention !

  7. Strength of Social Media

  8. Strength of Important in Current & Future Health Crisis • Malaysia total no. of Facebook users :12,366,580 million • Position in the world list: 17th • Penetration of population: 47.27% • Penetration of online population: 73.16% • Source: http://www.socialbakers.com/facebook-statistics/malaysia

  9. Strength of Social Media

  10. Asian Countries: % of Twitter Users & Total Users

  11. Strength of Social Media

  12. Strength of Social Media How many Bloggers in Malaysia? To a question in Dewan Rakyat on Freedom of Media: • the Information, Communication and Culture Minister - Datuk Seri Dr Rais Yatim affirmed there are two million bloggers in Malaysia. (Monday, June 28. 2010)*This approximately 7.7% of Malaysians population are bloggers* Source: http://julianhopkins.net/index.php?/archives/293-How-many-Malaysian-blogs-are-there.html

  13. Prerequisite to Establish Crisis Communication Center • Equipment • Personnel • Rules/SOPs/Standing Instructions • Hardware : PC/Laptops with internet connections • Software : recording facility • Analysis of information: who called ? how often ? • Establish a contact log: Data collected is used for analysis

  14. Contoh analysis Isu Daripada Panggilan Hotline Dan Emel Pada 15 September 2009 Sehingga 4.30 petang, sebanyak 13 panggilan telah diterima melalui talian hotlinedan 1 pertanyaan melalui e-mail di website (Lampiran 1). Daripada 13 pertanyaan yang diterima, 3 pertanyaan masing-masing mengenai situasi semasa dan langkah-langkah pencegahan, 2 pertanyaan masing-masing mengenai simptom/penyebaran dan rawatan/vaksin, 1 pertanyaan mengenai saringan,nasihat perjalanan, dan kuarantin manakala selebihnya 2 pertanyaan mengenai hal-hal lain. Email yang telah diterima melalui website meliputi 1 pertanyaan berkaitan dengan rawatan/vaksin. Rumusan kepada kategori pertanyaan dapat dirujuk dalam jadual di Lampiran 2.

  15. Analysis sample ANNEX 1

  16. Analysis sample ANNEX 2 Calls To The Hotline And Emails Received According To Topics

  17. EQUIPMENT

  18. Equipment • Land/fixed line phone; multiple lines optional with a voice mail system • PC with internet connection (fast & high capacity) • Email accounts for specific tasks: • public complaint/queries • data/returns from states/districts • Fax machine & copier • Suitable furniture (computer tables with appropriates chairs, etc)

  19. PERSONNEL

  20. Personnel First of all; • need to identify a pool of officers to be on duty. • they should be TRAINED; train early during peaceful time. • Training will make them: (1) Knowledgeable: • Technical expertise – required to assist in answering calls or clearing doubts

  21. (2) Possess Good Communication skills : • to handle calls…calls of all sorts! • callers can be very difficult to satisfy (trouble makers!) • What to tell? Have standard, prepared template… • How much to say? • When to pass the phone to another officer? • Language mastering, (English / BM / Mandarin, etc) – Is there someone who may be able help ?

  22. RULES / SOPs / STANDING INSTRUCTIONS • The basic rules: the Crisis Communication Centre is responsible for establishing & maintaining control over communication for veracity of the information, and for speaking with authority of leadership

  23. The following documentations must be present: • the crisis management plan (like the *NIPPP) • all the contact lists – verified & updated (can be used by management & respondent teams) • guidelines in the crisis communication policy for establishing & controlling internal & external communication/info flow • Out going communication (feed back) is approved by main committee, e.g. under NIPPP, we have the Technical Committee * National Influenza Pandemic Preparedness Plan

  24. Why Analyze Calls & Emails? To capture: • level of knowledge of public (callers) • their concern/problems? • their attitude towards the issue? • their opinion of MOH’s actions?

  25. How we did it in 2009? • GIVE before media asks or demands • Prompt (timely), accurate, consistent & readily available NEEDS TO BE COORDINATED

  26. Dissemination of info: • Establish a channel of communication. Identify and appoint one/two person(s) to disseminate the final messages. • Need scrutiny, verification, validation, clearance & delivery

  27. How Do You Respond To Media?

  28. DO’S CONTROL CONCERN CONFIDENT CREDIBLE CONCISE DON’Ts DELAY DENY DISTORT REMEMBER

  29. News Releases - Strategies • Share information with team members before released • Be concise (use brief short sentences) • Do not use technical jargon • Most important message must go first (lead) • Press Release/Statement: • Introduction • Main information (Body) • Summarize

  30. News Releases – Strategies • Facts about outbreak are important • State what the current situation is • State what you are doing about it • State any constraint that you face • Send public messages clearly

  31. Press release Media briefing Press conference Post-cabinet press conference. When (what channel) to release information?

  32. Press News

  33. Thank You

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