Communication in Crisis & Hospital Social Media Management (September 11, 2020)
•
2 likes•714 views
The document discusses communication strategies for hospitals during crises and on social media. It recommends establishing a crisis communication team, monitoring social media for incidents, and having response strategies that emphasize empathy, honesty, addressing rumors quickly, and avoiding mixed messages. During outbreaks, officials should clearly explain the threat, actions taken, uncertainties, and commitment to the situation. Social media can both help and hurt during a crisis, so hospitals need professionalism policies for personnel safety and information security and privacy.
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Communication in Crisis & Hospital Social Media Management (September 11, 2020)
Similar to Communication in Crisis & Hospital Social Media Management (September 11, 2020) (20)
More from Nawanan Theera-Ampornpunt
More from Nawanan Theera-Ampornpunt (20)
Recently uploaded
Recently uploaded (20)
Communication in Crisis & Hospital Social Media Management (September 11, 2020)
- 1. 1 Communication in Crisis and Hospital Social Media Management Nawanan Theera-Ampornpunt, M.D., Ph.D. www.SlideShare.net/Nawanan Images from HwangMangjoo (rawpixel)
- 2. 2 นพ.นวนรรน ธีระอัมพรพันธุ์ 2003 แพทยศาสตรบัณฑิต (เกียรตินิยมอันดับหนึ่ง) 2011 Ph.D. (Health Informatics), University of Minnesota รองคณบดีฝ่ายปฏิบัติการ และอาจารย์ภาควิชาระบาดวิทยาคลินิกและชีวสถิติ คณะแพทยศาสตร์โรงพยาบาลรามาธิบดี มหาวิทยาลัยมหิดล Interests: Health IT for Quality of Care, Social Media, IT Management, Security & Privacy www.SlideShare.net/Nawanan
- 3. 3 เนื้อหาของการบรรยายนี้ เป็นความเห็นทางวิชาการส่วนตัวของ ผู้บรรยาย ไม่ใช่ความเห็นหรือจุดยืนขององค์กรใด ไม่เกี่ยวข้องกับตาแหน่ง บทบาท หรือสถานะใดของผู้บรรยาย และไม่ถือเป็นการให้ความเห็นทางกฎหมายที่มีผลผูกพัน
- 5. 5 4 ม.ค. 2563 ครั้งแรกที่ผู้บริหารรามาธิบดี ทราบเรื่อง New Virus Outbreak
- 6. 6 ในฐานะประชาชน ท่านคาดหวังอะไรจากรัฐบาล ในสถานการณ์ New Virus Outbreak? •รับรู้สถานการณ์ที่แท้จริง (Full Grasp of the Situation) •สื่อสารให้ประชาชนเข้าใจและยอมรับ (Communication) •พูดความจริง (Speaking the Truth) •มีความสามารถในการรับมือ (Competence) •“เอาอยู่” (Situation Under Control)
- 7. 7 ในฐานะประชาชน ท่านคาดหวังอะไรจากรัฐบาล ในสถานการณ์ New Virus Outbreak? Image from Pixabay
- 8. 8 CDC’s Resources on Crisis & Emergency Risk Communication https://emergency.cdc.gov/cerc/ppt/CERC_Introduction.pdf https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 10. 10 Trust & Credibility 4 ปัจจัยที่คนจะ perceive ผู้สื่อสารว่า น่าไว้ใจ (trusted) และน่าเชื่อถือ (credible) •Empathy & caring •Honesty & openness •Dedication & Commitment •Competence & Expertise https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 11. 11 Beginning an Outbreak Response •Determining Roles & Responsibilities •Situational Awareness •Identify affected populations (target audiences) •Identify behavioral factors that might place persons at risk •Identify partners who might be able to reach affected populations •Identify perceptions in the community that might affect communications •Communications Strategy https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 12. 12 Effective Messaging During Outbreak Responses •Start with empathy •Identify & explain the threat •Explain what is currently known and unknown •Explain what actions are being taken and why •Share dilemmas •Foreshadow possibilities of future changes •Emphasize a commitment to the situation https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 13. 13 5 Pitfalls to Avoid •Mixed messages from multiple experts •Information released late •Paternalistic attitudes •Not countering rumors and myths in real-time •Public power struggles & confusion https://emergency.cdc.gov/cerc/ppt/CERC_Introduction.pdf
- 14. 14 Do’s & Don’ts of Being a Spokesperson https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 15. 15 Do’s & Don’ts of Being a Spokesperson https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 16. 16 Do’s & Don’ts of Being a Spokesperson https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 17. 17 Do’s & Don’ts of Being a Spokesperson https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 18. 18 Do’s & Don’ts of Being a Spokesperson https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 19. 19 Do’s & Don’ts of Being a Spokesperson https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 20. 20 Do’s & Don’ts of Being a Spokesperson https://www.cdc.gov/eis/field-epi-manual/chapters/Communicating-Investigation.html
- 24. 24 Crisis Communication Lessons Learned https://www.vox.com/policy-and-politics/2020/3/13/21176535/trumps-worst-statements-coronavirus
- 25. 25 Crisis Communication Lessons Learned “Now, this is just my hunch, but based on a lot of conversations with a lot of people that do this, because a lot of people will have this and it is very mild... So if, you know, we have thousands or hundreds of thousands of people that get better, just by, you know, sitting around and even going to work, some of them go to work, but they get better and then, when you do have a death like you had in the state of Washington, like you had one in California, I believe you had one in New York, you know, all of a sudden it seems like 3 or 4 percent, which is a very high number, as opposed to a fraction of 1 percent.” (March 4, 2020 phone interview with Sean Hannity) https://www.vox.com/policy-and-politics/2020/3/13/21176535/trumps-worst-statements-coronavirus
- 26. 26 Crisis Communication Lessons Learned https://www.vox.com/policy-and-politics/2020/3/13/21176535/trumps-worst-statements-coronavirus
- 27. 27 Crisis Communication Lessons Learned https://www.vox.com/policy-and-politics/2020/3/13/21176535/trumps-worst-statements-coronavirus
- 29. 29 Crisis Communication Lessons Learned https://www.straitstimes.com/singapore/coronavirus-full-text-of-speech-by-pm-lee-hsien-loong-on-the-covid-19-outbreak My fellow Singaporeans, good evening. Five weeks ago, I spoke to you on our Covid-19 situation. Much has happened since then. So it is timely to update you again, and share with you what we can expect down the road. I will speak about three aspects of the issue: medical, economic and psychological.
- 30. 30 Crisis Communication Lessons Learned https://www.straitstimes.com/singapore/coronavirus-full-text-of-speech-by-pm-lee-hsien-loong-on-the-covid-19-outbreak On the medical front, we continue to see new cases in Singapore. Most either have travelled overseas, or can be traced to imported cases. Each time we have been able to isolate them, do contact tracing, and quarantine the close contacts. So our numbers have not blown up. But neither have we been able to eradicate the virus, despite our best efforts. At the same time, around us, the number of cases is rising rapidly. China's situation is stabilising, but new cases are emerging all over the world - in Europe, America, and the Middle East. Globally, the number of cases is doubling every 5 to 7 days. Hence today, the WHO declared Covid-19 to be a pandemic.
- 31. 31 Crisis Communication Lessons Learned https://www.straitstimes.com/singapore/coronavirus-full-text-of-speech-by-pm-lee-hsien-loong-on-the-covid-19-outbreak What does this mean? It means that WHO assesses that many countries will see full blown outbreaks, with sustained community transmission, like what has happened in South Korea and Italy. And unlike Sars, this outbreak will continue for some time - a year, and maybe longer. The WHO named one key reason for the rapid spread: many countries had not taken the situation seriously enough - what the WHO called "alarming levels of inaction". Here in Singapore, we have all along taken Covid-19 with the utmost seriousness. In fact, the WHO praised our efforts and held Singapore up as an example to emulate.
- 32. 32 Crisis Communication Lessons Learned https://www.straitstimes.com/singapore/coronavirus-full-text-of-speech-by-pm-lee-hsien-loong-on-the-covid-19-outbreak But we too face a serious situation. We expect more imported cases, and therefore new clusters and new waves of infection, this time coming from many countries rather than one or two. We have already imposed some travel restrictions, for example, for China, Iran, South Korea, Italy. We will have to tighten up further temporarily, though we cannot completely shut ourselves off from the world. What else must we do? First, because Covid-19 will be with us for a long time, there are baseline things that we must get used to, like practising good personal hygiene, adopting new social norms and discouraging large gatherings, and generally, maintaining some physical distance from one another. That is why we already scaled down community activities, especially for the seniors.
- 33. 33 Crisis Communication Lessons Learned https://www.straitstimes.com/singapore/coronavirus-full-text-of-speech-by-pm-lee-hsien-loong-on-the-covid-19-outbreak And we can do more in other areas. For example, at religious gatherings. In South Korea, the cases spread through the Shincheonji church group. In Singapore, two of our big clusters happened in church groups. And several Singaporeans who attended a big international religious gathering, a tabligh gathering, in Kuala Lumpur recently have caught the virus. The issue is of course not religion itself, but that the virus can spread quickly to many people in crowded settings, like religious gatherings and services. That is why Saudi Arabia temporarily stopped umrah pilgrimages; and the Pope live- streamed his sermons to avoid crowds on Saint Peter's Square. I hope Singaporeans understand that during this period we may need to shorten religious services, or reduce our attendance at such gatherings. Please work with your religious leaders to make these practical adjustments.
- 34. 34 Crisis Communication Lessons Learned https://www.straitstimes.com/singapore/coronavirus-full-text-of-speech-by-pm-lee-hsien-loong-on-the-covid-19-outbreak Second, we need to plan for a possible spike in Covid-19 cases. With very large numbers, if it happens, we will not be able to hospitalise and isolate every case like we do now. But we now know that the majority of patients, in fact 80 per cent of them, only experience mild symptoms. The ones that are most at risk are the elderly, and those with pre-existing conditions like high blood pressure or lung problems. So with larger numbers, the sensible thing will be to hospitalise only the more serious cases, and encourage those with mild symptoms to see their family GP and rest at home - isolate themselves. This way, we focus resources on the seriously ill, speed up our response time, and hopefully, minimise the number of fatalities.
- 35. 35 Crisis Communication Lessons Learned https://www.straitstimes.com/singapore/coronavirus-full-text-of-speech-by-pm-lee-hsien-loong-on-the-covid-19-outbreak In the meantime, we are freeing up ICU and hospital beds and facilities, to create additional capacity to meet any surge in Covid-19 numbers. But rest assured, any Singaporean who needs urgent medical care, whether for Covid-19 or other illnesses, will be taken care of. Besides medical plans, if there is a spike, we will also need additional social distancing measures. These will be temporary like suspending school, staggering work hours, or compulsory telecommuting. They will be extra "brakes", to be implemented when we see a spike in cases. The extra brakes will slow down transmission of the virus, prevent our healthcare system from being overwhelmed, and help bring the numbers back down. After the situation improves, we can ease off and go back to the baseline precautions.
- 38. 38 S: Security and Privacy of Information and Social Media S 1 Security and Privacy of Information S 2 Social Media and Communication Professionalism Personnel Safety Goals: S in SIMPLE
- 39. 39 Social Media Crisis Communication • Crisis Team • “Surveillance” System • Incident Response • Crisis Communication Response Strategies
- 40. 40
- 41. 41 Social Media Crisis Communication More Strategies: Silence, Combinations
- 42. 42 Social Media Crisis Communication https://www.dailynews.co.th/politics/790715
- 43. 43 Social Media Crisis Communication https://www.dailynews.co.th/politics/790715 https://mgronline.com/onlinesection/detail/9630000085145
- 44. 44
- 45. 45
- 46. 46 #SaveNawanan
- 47. 47 www.SlideShare.net/Nawanan Communication in Crisis and Hospital Social Media Management