Management of information and communication in emergencies, disasters and healthcare crises

Moreno Millán E

We rather frequently ask ourselves whether we are sufficiently well informed, here in

Spain, regarding situations of health care emergencies and crises. Considering that

there are at least four different poits of view (technical, administrative, political and

mass-media) that may originate a possible disinformation, yet admitting the good

functioning of the present Spanish epidemiological alert and public health vigilance

network, we should agree that the main reason for disinformation must be found in

deficiencies in the communication of risks, particularly during the management of such

situations. We here define and analyse the risk information strategies and discuss the

phases of an adequate communication plan, beginning with a true audit of vulnerabilitythe

characteristics are discussed that the spokesman of an organisation should have

in order to act as the person responsible for the transmission of the message, together

with the peculiarities of the message’s contents and the mode of presentation in order

to achieve the confidence of the public. Finally, the various journalistic models and substrates

(written press, radio, television, Internet) are presented and elaborated that will

allow the transfer of information at times of crises and health emergencies. All professionals

of urgent and emergent care should be fully aware of these aspects, thus avoiding

and preventing possible errors in credibility and informative guarantee, but most

particularly those who, because of their level or position, are held to be responsible for

communication management within their respective institutions.

Moreno Millán E