Summary: With slogan “Keeping people connected is keeping people safe”, my study, along with previous surveys, shows that local radio can play a crucial role in a crisis. Researchers in crisis management and disaster management often point out that all disasters are local and that the first reaction to a crisis comes from the community itself.  My study dissertation, examines the ways in which the Civil Protection Agency in Emergency / Risk Communication[1] cases is needed to be based on four theoretical models that describe how a message or a risk information can affect population and how risk perceptions are shaped, and how risk decisions are made.

Keywords: information, local radio, risk communication, crisis management

Ролята на медиите при бедствени, извънредни ситуации и комуникационни модели

Ставрос Калогианидис

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Резюме: Мотото „Поддържане на контакт с хората означава безопасност“ е в основата на това изследване, което заедно с други проучвания, показва, че локалното радио може да играе решаваща роля при криза. Изследователите в сферата на кризисен мениджмънт посочват, че повечето бедствия са с локален произход и че първата реакция при криза идва от самата общност. В дисертацията ми и в частност в тази студия, се разглеждат методите, на които Агенцията за гражданска защита базира дейността си. В случаите на рискови комуникации се използват четири базови модела, които описват как съобщенията или информацията за риска могат да въздействат на възприятията на хората и как се вземат решенията при опасност.

Ключови думи: информация, радио, рискова комуникация, кризисен мениджмънт

Emergency management plan and emergency communication plan

A crisis interferes with everyday routines, causing uncertainty and intense stress. Crisis can be a natural phenomenon, such as an earthquake, a flood or it can be caused by man, such as a collision, an explosion. A well-managed crisis or state of emergency not only maintains the credibility and reputation of an organization but also enhances it. The key to emergency management[8] is the right preparation before the event occurs. When the event itself does not have enough time for emergency planning and without it an organization, a player can be defeated.

One of the most important areas of Emergency Management is communication, both with recipients of services and products and staff, as well as with the media and the public. For this reason, it must be an integral part of the Plan

The Academy of Sciences of the United States defines emergency / risk communication as "the interactive process of exchanging information and views among individuals, groups and organizations that contains multiple messages about the nature of the risks, not exactly about the risk as a natural phenomenon, but about the concerns or opinions of the citizens that trigger the emergency message or the legal and institutional arrangements for risk management.[9] " The scientific literature addresses the issue of emergency communication in the exchange of information on nature, intensity, size, importance, control and risk management. It also addresses the strengths and weaknesses of the various communication channels where risk information is transferred: press releases, public meetings, announcements, information exchanges, direct lines, websites, interviews, speeches and other written and electronic information.

The primary principle in any communication during an emergency or crisis is to avoid any manifestation of panic or despair. The golden rule that is valid is to present all the events and as soon as possible. This is because, when the information is provided in good time, rumors are avoided, damage is reduced, and the necessary credibility is restored. Some helpful principles that help an organization to cope with an emergency are the following[10]:

- Predict the unpredictability. With the exception of earthquakes, there are few facts that cannot be predicted.

- Establish a practical communication plan during the emergency.

- Train the staff for what they are supposed to do during the emergency.

A list of effective communication during an emergency is described below[11]:

-  As soon as the emergency event occurs, the emergency response plan should be sought and the emergency response team called. It is often useful to call special experts to analyze the extraordinary event.

-  Top government executives should be notified immediately of the incident and prepare for possible questions from the media.

-  Designate a person responsible for communication who has been pre-selected and trained appropriately during the deployment of the emergency communication plan to represent the organization or body.

-  It is necessary to set up a press office for SMEs and to provide information as soon as they are available.

-  Be available and give as much information as possible. This is because the responsible public relations officer or press office does not do it that way, then journalists will be forced to look at other sources of information and thus lose control[12].

-  The competent body must show interest in the incident, the parties involved and those directly affected. At the same time, it is advisable to present in detail what the agency does to deal with the crisis.

-  A 24-hour secretariat should be available to receive and forward calls throughout the time the media consider the event to be of interest.

-  After the emergency, it is necessary to have a meeting of executives involved in all management phases to assess the effectiveness of the contingency plan and to suggest possible improvements.

Emergency communication models

Emergency / Risk Communication is based on four theoretical models that describe how a message or a risk information can affect population and how risk perceptions are shaped, and how risk decisions are made. These models provide the foundation for coordination and effective communication risk management.

Many factors influence the perception of risk and can also change this perception by modifying the levels of tension. Today, more than 10 risk factors that are directly related to RC(Risk Communication) have been identified. These factors play a major role in determining the levels of anxiety, sadness, anger, anxiety, fear, hatred and insults, which can significantly alter attitudes and behavior. In principle, it is important to collect and evaluate empirical information through observations or interviews with various groups on how they perceive and judge risk perception factors. In order to organize an effective RC strategy[13], it is up to the responsible person to share and understand the perceptions of the different groups of citizens at every level and stage of risk[14].

Source : Evaluating Determinants of Environmental Risk Perception for Risk Management in Contaminated Sites Piyapong Janmaimool  and Tsunemi Watanabe  Graduate School of Engineering, Kochi University of Technology, Japan

The mental noise model

This model focuses on how people process information under stress and how this information influences their communication. When individuals are at a level of high concern because they perceive a threat, the ability to process information efficiently and effectively decreases dramatically. When people feel threatened, they have a wide range of emotions, from anxiety to anger. Emotional stimulation and / or mental disorder create the so-called "mental noise". Those responsible for the RC should take the mental noise into account when communicating emergency messages.

The negative dominance model

This model describes the process of positive and negative information in cases of high public interest. Generally, the relationship between positive and negative information is asymmetric with the latter being overridden. The theory of negative primacy is a continuation of theories of modern psychology in which individuals place more weight on loss than on profit. Thus, the communicators, according to this theory, must report a negative message by offsetting it with a larger number of positive messages. Also, words that contain denial - no, never, nothing, and the like, have a greater impact than positive messages and therefore should not be multi-use.

The trust determination model,

A common thought in all RC strategies is the need to strengthen trust (Santos et al 1996). Only when there is confidence can the other goals be achieved. Trust is built over time and is the result of various acts, hearing, and communication skills (Peters et al 1997). Retrieving or maintaining trust depends on four factors:

A. care and emotional understanding,

B. Devotion and commitment,

C. efficiency and skill

D. honesty

On the other hand, perceptions of confidence decrease when there are actions and information that indicate:

- Disputes between experts

- Indifference from emergency management on the need for effective hearing, dialogue and public participation

- Reluctance to recognize risks

- Reluctance to timely distribution of information

- Irresponsibility or negligence in the fulfillment of risk management responsibilities.

CONCLUSIONS

It is useful for national and regional authorities to develop or expand communication strategies and to be prepared to implement their communication design through different channels where multiple actors seek information. Communication in a crisis should begin immediately. Failure to secure a constructive relationship during a crisis maximizes journalists' mistrust of misconceptions. The state should ensure that journalists are kept up to date as well as the logistical support of the media. The confrontation with the media at any point leads to the wrong conclusions that color the evolution of later events. One of the most important chapters of each organization is its image and prestige that can be irreparably damaged in a short period of time if the organization does not have the appropriate plan, well-defined and planned in advance for the efficient management of emergency needs. Communication policy should aim at providing information in a clear and honest way to the public. Past and new surveys show that the media and in particular radio should play a central role in managing the crisis. When a community is threatened, radio will help to shield citizens and motivate community leaders and social groups to work together to achieve common recovery and recovery goals. Other Media are less resistant to the consequences of a crisis or natural disaster. Radio stations can and should play a leading role in identifying and disseminating information, given their location as local and direct channels of communication in a community. Of course, these advantages are only important if radio station managers are aware of their ability to respond to the onset of a crisis and are willing to do their job.

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