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Mon Jun 01, 2009 at 15:38:57 PM EDT
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wonderful analysis -DemFromCT
Here is how it sounds when an official treats the public like grownups. |
| Jody Lanard :: Minister in the real world: Treating the public like grownups |
| On April 24, U.S. CDC acting Director Richard Besser put a profoundly respectful and human framework around his justifiably alarming announcement that the initial cases of swine flu identified in the U.S. were from the same strain as that causing the apparently severe outbreak in Mexico -- the first U.S.announcement that a potential pandemic virus had emerged and was spreading from human to human.
I have since used Dr. Besser's remarkable statement as an exercise, in risk communication workshops with officials from about ten countries.
Participants annotate the statement according to this list of crisis communication recommendations from Crisis Communication: Guidelines for Action, and they try to imagine being this candid and human in their own communications. Many of them find the statement very moving, and very unusual.
Dr. Besser: Before I talk about the cases and specific actions, I want to recognize some initial guiding concepts.
First I want to recognize that people are concerned about this situation. We hear from the public and from others about their concern, and we are worried, as well. Our concern has grown since yesterday in light of what we've learned since then.
I want to acknowledge the importance of uncertainty. At the early stages of an outbreak, there's much uncertainty, and probably more than everyone would like.
Our guidelines and advice our likely to be interim and fluid, subject to change as we learn more.
We're moving quickly to learn as much as possible and working with many local state and international partners to do so. I want to recognize that while we're moving fast, it's very likely that this will be more of a marathon than a sprint.
I want to acknowledge change. Our recommendations, advice, approaches will likely change as we learn more about the virus and we learn more about its transmission.
I want to acknowledge that we're likely to see local approaches to controlling the spread of this virus, and that's important; that can be beneficial; that can teach us things that we want to use in other parts of the country and that other people in other places may find useful.
Because things are changing, because flu viruses are unpredictable and because there will be local adaptation, it's likely that any given moment there will be confusing - or may be confusing or conflicting information available. We are very committed to minimizing and that where we find that, clearing up any of that misconception. Later in the briefing he said:There has been a lot of business planning going on around if there were a pandemic what would businesses do? School planning around what would they do. This is the time for people to be thinking about that.
And, again, it's not because we have information that this will develop into a pandemic strain but it's a time where there is a teachable moment and people can take some action around preparedness.
Officials in many countries, including the U.S., have missed many pre-pandemic and pandemic teachable moments since then.
Preparedness messages have been muted, compared with the messages about individual and community preparedness issued during HHS Secretary Michael Leavitt's tenure.
But Dr. Besser did a spectacular job of framing the initial alarming announcement, and what is most noticeable is that it did not produce any panic.
Some early and brief "over-reactions" occurred, and were poorly tolerated by officials.
These reactions, and the initial brief massive public attention were called "hysteria" and "panic" by the media.
But there was no actual panic -- just the public going through adjustment reactions, which have been disrespected by most officials and the media, as usual. |
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