Rating crisis communication
In recent years, European countries have set up many crisis response programmes including crisis communication strategies. But are these strategies – crucial as they may be in saving property and lives – working as effectively and efficiently as possible? 'Developing a crisis communication scorecard' (Criscomscore), an EU-funded project, is developing an audit instrument or scoreboard that enables authorities to measure and improve their readiness for crisis communication. It is also preparing guidelines to facilitate effective media relations and crisis communication strategies for various public groups. This will improve crisis communication by identifying critical factors in media relations, including relations with civilians, survivors, casualties, victims, first responders and affected communities before, during and after crisis situations. It will help public authorities become better prepared to communicate in crisis situations. The Criscomscore project has been looking at recent crisis situations and current response mechanisms to elaborate its scoreboard and guidelines. It has already gathered a significant amount of data, based on the results of an extensive review on disaster management. An analysis of interviews with media representatives, spokespeople and other crisis communication experts was also factored in. In addition, an overview of best practices was derived from the gathered data and crisis communication literature, which helped to prepare the final scorecard and a strategy guide. Data gathered by focus groups, interviews and a survey with civilians were also analysed, and a supporting study on trauma was prepared. The Criscomscore research and results have yielded critical information for crisis communication with different stakeholders. These factors were summarised into a guide about targeting and message strategies. Subsequently, a digital survey was conducted with open-ended questions for international experts, revealing bottlenecks in crisis communication and adding important findings to the scoreboard and guide. With this, the crisis communication scorecard and accompanying guide are now being distributed to stakeholders through meetings, a website and other means. The aim is that all parties involved in a crisis, be they authorities, victims, families or first responders may finally have a much better picture of the situation.
