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Crisis and risk communication forum

The video is a recording of a digital forum hosted by Innocode on the topic of crisis and risk communication — specifically how local governments can better prepare to reach citizens with time-critical information when a crisis strikes. The session includes contributions from researchers, public sector experts, and practitioners. Key themes: The importance of building trust between government and citizens well before a crisis happens. Insights from Magde Nour, PhD candidate at Kristiania University College, on research from the COVID-19 pandemic, showing that clear, empathetic, and audience-targeted communication greatly improves compliance and outcomes. The role of MSB (Swedish Civil Contingencies Agency), presented by expert Henrik Olinder, covering challenges, lessons learned, and the evolution of crisis communication in Sweden — from preparation to post-crisis phases. A practical perspective from Innocode’s own experience working with Nordic municipalities: how to think strategically about outbound vs inbound channels, and the risks of over-relying on social media platforms (like Meta) for critical communications. The need for municipalities to establish owned channels (such as apps, SMS, email) to ensure that important messages actually reach citizens in a timely and reliable way. A discussion on handling rumors: rather than repeating them or trying to "combat" them directly, the importance of clear proactive messaging is emphasized. The forum concludes with reflections on how local governments can build ongoing relationships with their citizens (beyond crisis), foster engagement and trust, and plan for multi-channel communication that is resilient even if certain technologies fail. Read more about the event here: https://innocode.com/se/smart-city-no... 00:00 Welcome & Introduction (Innocode) 03:15 Research insights & trust in crisis communication (Magde Nour) 05:35 Success & failure examples from COVID-19 (Magde Nour) 16:20 Digital platforms & accessibility challenges (Magde Nour) 20:44 Three pillars for effective crisis communication (Magde Nour) 25:38 Conclusion and research based recommendations (Magde Nour) 28:27 Public sector perspective & experiences (Henrik Olinder, MSB) 45:30 Practical examples from Nordic municipalities (Bjarte Falck Olsen, Innocode) 1:04:40 Panel discussion & final reflections