A Failure to Communicate? How Public Messaging Has Strained the COVID-19 Response in the United States

Molly A. Sauer · Shaun Truelove · Amelia K. Gerste · Rupali Jayant Limaye

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Public Relations and Crisis Communication Risk Perception and Management Communication and COVID-19 Impact

Abstract

A pandemic, especially when caused by a novel virus, induces tremendous uncertainty, fear, and anxiety. To mitigate panic and encourage appropriate behavioral action, communication is critical. The US Centers for Disease Control and Prevention's Crisis and Emergency Risk Communication (CERC) guidance is designed to assist public health authorities, government officials, and other stakeholders in using risk communication during an emergency. For each of the 6 core communication principles outlined in the CERC guidance, we describe the use or nonuse of these principles at critical points during the coronavirus disease 2019 (COVID-19) pandemic by US public health and government officials. With the knowledge that the pandemic will continue to rage for some time and that new communication challenges will arise, including issues related to vaccination and treatment options, many lessons are to be learned and shared. To reduce fear and uncertainty among those living in the United States, COVID-19 communication should be rapid and accurate, while building credibility and trust and showcasing empathy-all with a unified voice.

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2021Examining Social Media Crisis Communication during Early COVID-19 from Public Health and News Media for Quality, Content, and Corresponding Public Sentiment 2022Communicating uncertainty to the public during the COVID-19 pandemic: A scoping review of the literature 2021A Review and Analysis of the Literature on Public Health Emergency Communication Practices 2022Crisis communication strategies for health officials 2024

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