Communication in times of trouble : best practices for crisis and emergency risk communication

Process approach : take a process approach to crisis communication -- Pre-event planning : engage in pre-event planning for crisis communication -- Partnerships : form stakeholder partnerships with publics -- Public concern : listen to and acknowledge concerns of publics -- Honesty : communication with honesty, frankness, and openness -- Collaborate : collaborate and coordinate with credible sources -- Media access : meet the needs of the media and remain accessible -- Compassion : communicate with compassion -- Uncertainty : accept uncertainty and ambiguity -- Empowerment : communicate messages of empowerment.