CERC Manual

Last updated 2018
– Types of emergencies and factors that increase the risk of crisis
– Definitions of crisis and emergency risk communication (CERC) concepts
– Lifecycle of CERC and how communication works at each phase of a crisis

Last updated 2019
– The four ways people process information during a crisis
– Mental states during a disaster, such as uncertainty, helplessness, and hopelessness
– Risk perception and behaviors

Last updated 2018
– Understanding your audiences
– Making facts work in your message
– Building credibility and trust
– Gathering audience feedback

Last updated 2018
– Communities in the context of an emergency
– Types of community relationships
– Community engagement in each phase of a crisis
– Levels of community engagement
– Tips for community engagement

Last updated 2014
– Phases of a crisis
– Developing the plan
– Applying the plan throughout CERC lifecycle

Last updated 2014
– The role of the spokesperson in crisis communication
– Characteristics and best practices of a spokesperson
– Working with the media and public meetings

Last updated 2014
– The media’s role in a crisis, disaster, or emergency
– Interacting with the media and developing positive relationships
– Meeting media needs throughout an emergency
– Responding to media regarding significant errors, myths, and misperceptions

Last updated 2014
– Communication channel attributes
– Channel characteristics and features
– Applying specific communication tools

Last updated 2014
– Social media’s relationship with mainstream media
– Role of social media in a crisis
– Responding to social media regarding serious errors, myths, and misperceptions

Last updated 2014
– Challenges to communicating during chemical, biological, nuclear, or explosive (CBRNE) events.
– Understanding psychological responses to terrorism
– Communicating about the Strategic National Stockpile (SNS)

Last updated 2014
– Appropriate staffing and preparation to maintain the well-being of communicators
– Preparing for and addressing the mental health of responders and their families

Last updated 2014
– Key federal government agencies that may be involved in an emergency response and their roles.
– How communities, local and federal government agencies, and national and international organizations coordinate and communicate in a response