Best Practices in Crisis Communication: An Expert Panel Process

Abstract

The description of “best practices” is widely used to improve organizational and professional practice. This analysis describes best practices in crisis communication as a form of grounded theoretical approach for improving the effectiveness of crisis communication specifically within the context of large publicly-managed crises. The results of a panel of crisis communication experts are reviewed. Ten best practices for effective crisis communication, which were synthesized from this process, are presented and described.

Keywords:

• Crisis Communication
• Disasters
• Risk
• Best Practices

Notes

1. This project was supported by the National Center for Food Safety and Defense. Additional support was provided by the National Science Foundation under Grant No. 0428216. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the author and do not necessarily reflect the views of the National Science Foundation (NSF).

2. These authors have offered a number of other, related best-practice approaches. Reynolds (2002), for example, has included a number of principles for effective crisis communication in the CDC's CERC manual. Covello (1992, 2003) has offered nine best practices for health communication. Reynolds and Seeger (2005) have described a series of activities that should be undertaken at different stages of a crisis. Sandman and Lanard (2004) have offered 25 recommendations for effective crisis communication.

Additional information

Notes on contributors

Matthew W. Seeger

Matthew Seeger is Professor and Chair of Communication at Wayne State University