LEARN9

For me the complete crisis communication was very helpful and informative. I have learned a lot of new things and also things which were really surprising (for example that hating something - like a virus - can help people to handle the situation and to express people`s fears).
But the most interesting aspect for me was the distinction between outrage and hazard. I never thought about this problem in detail but when you think about it, it is almost always the hazard people talk about and the outrage which is totally forgotten. Therefore I think the most important aspect is the outrage management. For journalists of course it is more interesting if the hazard is low and the outrage high - the story is getting more interesting because it affects a lot of people and is exciting without being really dangerous. But I think outrage is a dangerous feeling because it can make situations worse. I always wondered how cow can calm people down because by simply saying "Calm down.", it gets worse. The paragraph about outrage management had a solution: It says, that outrage management involves a lot of listening and that by listening to people's problems they get calmer. This was really surprising for me but when you think about it it offers a lot of advantages:
First of all you know what's the problem if you listen to people. Second, they calm down. Third, if they tell you their story they also might want to hear an answer so you get the chance to tell them what to do and avoid further panic.
Therefore outrage management was the most interesting and surprising aspect regarding crisis communication.