Postal Workers' Perspectives on Communication During the Anthrax Attack

Sandra Crouse Quinn · Tammy L. Thomas · Carol L. McAllister

54 citations0/0 files storedBiosecurity and Bioterrorism Biodefense Strategy Practice and Science

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Public Relations and Crisis Communication Disaster Response and Management Risk Perception and Management

Abstract

In 2001, the nation experienced its first bioterrorism attack, in the form of anthrax sent through the U.S. Postal Service, and public health professionals were challenged to communicate with a critical audience, U.S. postal workers. Postal workers, the first cohort to receive public health messages during a bioterrorist crisis, offer a crucial viewpoint that can be used in the development of best practices in crisis and emergency risk communication. This article reports results of qualitative interviews and focus groups with 65 postal workers employed at three facilities: Trenton, New Jersey; New York City; and Washington, DC. The social context and changing messages were among the factors that damaged trust between postal workers and public health professionals. Lessons learned from this attack contribute to the growing body of knowledge available to guide communications experts and public health professionals charged with crisis and emergency risk communication with the public.

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References

1997The Determinants of Trust and Credibility in Environmental Risk Communication: An Empirical Study 1992Social Distrust as a Factor in Siting Hazardous Facilities and Communicating Risks 2001Risk communication, the West Nile virus epidemic, and bioterrorism: responding to the communication challenges posed by the intentional or unintentional release of a pathogen in an urban setting 2004The public and effective risk communication 1999Qualitative Generalizability 2003Communicating in Times of Uncertainty: The Need for Trust

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2013Disaster Impact Across Cultural Groups: Comparison of Whites, African Americans, and Latinos 2013Intercultural differences in responses to health messages on social media from spokespeople with varying levels of ethnic identity 2012Drivers of social media use among African Americans in the event of a crisis 2006Order out of Chaos: The Self-Organization of Communication Following the Anthrax Attacks 2012How to Communicate with the Public About Chemical, Biological, Radiological, or Nuclear Terrorism: A Systematic Review of the Literature 2008The Anthrax Vaccine and Research: Reactions from Postal Workers and Public Health Professionals

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