To guarantee that the audience perceives the information according to the communicator’s purpose, it is necessary to address the audience’s needs to avoid misunderstanding. The leaders of the San José Mine faced the challenge of communicating the collapse to the employees and families of the miners in August of 2010 (Over 30 workers trapped, 2010). The accident led to trapping thirty-three miners underground during more than 60 days (Roldan, 2010). The role of understanding the audience in this case should be discussed to analyze the aspects of the company’s communication and provide drafts of possible messages for the families and employees.
Considerations on Different Audiences
The audience is often different in terms of expectations regarding the released information. Depending on the situation and on roles, the audience can need to receive the factual information regarding the case, the words of support, regular updates on the situation, the historical or statistical data regarding the case, or any other type of information. As a result, the character of provided messages differs significantly, while focusing on the expressive, emotional, or factual data to meet the audience’s needs.
Potential Needs of the Miners’ Families
Referring to the needs of the families of the miners suffered in the Chilean collapse, it is possible to point at their need to win in this dramatic situation (Neal, 2010, p. 39). Thus, the families must be ensured that all the necessary efforts will be made to save the members of their families. The families need to receive the information immediately after the collapse, they need to be regularly updated on the progress of the rescue operation, and they need to be informed about the involvement of all possible resources to change the situation for better.
Potential Needs of the Company’s Employees
The employees need to understand that their co-workers will be rescued, the collapse will be effectively addressed, and such accidents will be prevented in the future (Neal, 2010, p. 38). The focus should be on discussing the realization of the effective rescue plan, actions according to the risk management plan, and on the compensation for the miners’ families. The employees need to be ensured that the company can guarantee safety in the future.
Actions before and after Delivering the Message
The company needs to provide immediate messages for the employees and families after the collapse. Then, regular updates are important to make the audiences involved in overcoming the critical situation. To ensure that the messages are delivered effectively, it is necessary to contact the families of the miners personally and with the help of the phone in order to answer possible questions. The families should be contacted via the phone and e-mail. The employees should be informed with the help of the memorandum, and then the face-to-face meeting should be organized to clarify all points regarding the case.
Example of Communication for Families: E-Mail
We regret to inform you that the accident has occurred at the San José Mine this day, at 02.00 PM. 33 miners are trapped underground. The list with their names is attached. We are currently implementing the plan to rescue the miners, and we guarantee that all the efforts will be made to save their lives. Unfortunately, we know that the miners are trapped without enough oxygen, food, and water, and professionals work to complete the rescue operation within the shortest period of time. We are constantly investigating the situation, and we will update you on details each hour.
Example of Communication for Employees: Memorandum
The accident has occurred at the San José Mine this day, at 02.00 PM. 33 employees of our company are trapped underground. The rescue operation has been started, and actions are realized according to the company’s risk management plan. The best rescuers participate in the operation, but we need to combine our efforts to assist in the rescue operation and support the families of the miners. The investigation report and further updates will be forthcoming.
References
Neal, K. (2010). Stepping up to the plate: Developing an effective business communication strategy. Information Management, 44(2), 38-43. Web.
Over 30 workers trapped after Chilean copper mine collapse. (2010). Web.
Roldan, M. (2010). Miners no longer in dark: rescue months away. Web.