Effective Communication During an Influenza Pandemic: The Value of Using a Crisis and Emergency Risk Communication Framework

During a crisis, an open and empathetic style of communication that engenders the public's trust is the most effective when officials are attempting to galvanize the population to take a positive action or refrain from a harmful act. Although trust is imperative in a crisis, public suspicions of scientific experts and government are increasing for a variety of reasons, including access to more sources of conflicting information, a reduction in the use of scientific reasoning in decision making, and political infighting. Trust and credibility-which are demonstrated through empathy and caring, competence and expertise, honesty and openness, and dedication and commitment-are essential elements of persuasive communication.