Document ID: chunk:federal_register_of_legislation:F2013C00288:reg:3:p2
Version: federal_register_of_legislation:F2013C00288
Segment Type: reg
Provision Reference: reg 3 (pt 2/2)
Character Range: 3071202–3073703

with travel to meetings, access to office facilities, free methods to respond to published material (e.g. free phone numbers, return envelopes), information in other languages if appropriate.
    * Be aware of and sensitive to different cultural behaviours and preferred methods of communication.
    * Ensure that information is readable, credible and publicly accessible, and written in a style and format (including site maps and diagrams) that encourages the community to comment about general and specific issues, especially where technical detail is involved.

Meet the needs of the media
    * Be accessible to the media, be open with information and respect deadlines.
    * Provide information tailored to the needs of each type of media.
    * Prepare in advance and provide background information to issues.
    * Provide feedback (praise or criticism) to the media when appropriate.
    * Where possible, establish a good working relationship with media personnel.
    * Nominate one person within the organisation to liaise with the media and provide the main point of contact; this helps to avoid conflicting or confused messages.
    * Remember that the media will want to report danger rather than safety, simplicity rather than complexity, and politics rather than risk.

Speak clearly and with compassion, kindness and respect
    * Always use clear, plain language.
    * Simplify language, not content.
    * Acknowledge and respond to emotions expressed by the community including anger, fear, outrage and helplessness.
    * Do not be patronising or condescending; show respect for the community's intelligence.
    * Respectfully restate a person's questions or statements in your own words to make sure you understand their question before answering it.
    * Discuss what you can do and what you will do.
    * It is essential to do what you promise.
    * Remember to tell people what you can't do, and why.
    * People can understand risk information, but they may not agree with you; some people will not be satisfied.

Evaluate effectiveness
    * Monitor and evaluate the effectiveness of the risk communication and community engagement program during and at the end of each stage of the process.
    * Record accurately and comprehensively the nature and detail of community contributions and responses made throughout the engagement program.
    * Establish feedback processes and monitor and review the effectiveness of the engagement.
    * Learn from your mistakes.