Document ID: chunk:federal_register_of_legislation:F2013C00288:reg:3:p1
Version: federal_register_of_legislation:F2013C00288
Segment Type: reg
Provision Reference: reg 3 (pt 1/2)
Character Range: 3068520–3071480

3                   Key principles of community engagement and risk communication
The United States Environmental Protection Agency (US EPA) has identified seven overarching principles which should guide risk communication as part of community engagement (US EPA 2007). Corvello et al. (1989) have adapted these seven principles, as follows:

Accept and involve the community as a legitimate partner
    * Involve the community early.
    * Involve all groups that have an interest in or are potentially affected by the issue.
    * Focus on informing the public to enable their participation.
    * Never underestimate the level of technical knowledge of community members.
    * Invite the public to become involved in the design and evaluation of the public engagement process.

Plan carefully
    * Clearly define the objectives of the communication strategy.
    * Identify and address the particular concerns of specific groups and stakeholders.
    * Educate staff in risk communication.
    * Develop a timeline that allows sufficient time for the engagement process,
    * Include allowance for new developments or changes — be flexible and responsive.

Listen to the community's specific concerns
    * Do not make assumptions about what people know, think or feel — take time to find out.
    * Allow all interested parties the opportunity to be heard.
    * Be empathetic; put yourself in the place of the community and try to understand their concerns.
    * Trust, credibility, competence, fairness and empathy can be of as equal or greater importance to the community as facts and figures.
    * Develop a community engagement plan that has the involvement and support of the community.

Be honest, frank and open at all times
    * Do not expect to be trusted, and remember that once trust is lost, it is very difficult to regain.
    * Acknowledge when you do not have all the answers, and commit to getting back to people with the answers in a given timeframe.
    * Disclose information, including 'bad news', as soon as it comes to hand.
    * Do not exaggerate or minimise the level of risk; be honest.
    * Share more, not less, information.

Coordinate and collaborate with other credible sources
    * Build bridges with other organisations and groups that can provide reliable, credible information and advice.
    * Try to issue communications jointly with other credible sources – conflict and disagreement between organisations makes communication difficult and results in loss of credibility.

Meet the needs of the community
    * Consider opportunities to assist the community in participating in the engagement process, e.g. by providing assistance 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