Cover -- Copyright -- Acknowledgments -- Abstract and Benefits -- Table of Contents -- List of Tables -- List of Figures -- List of Acronyms -- Executive Summary -- Chapter 1.0: Introduction -- 1.1 Overview -- 1.2 Purpose -- 1.3 Project Objectives -- 1.4 Structure of Study -- 1.4.1 Literature Review -- 1.4.2 Investigating Industry Practices -- 1.4.3 Assessment of Emergency Communications -- 1.4.4 Communication Preparedness Guide -- 1.5 eCIMs Toolkit -- Chapter 2.0: Literature Review -- 2.1 Overview -- 2.2 Classifications of Emergency Events -- 2.3 Phases of Emergency Communications -- 2.3.1 Before an Emergency -- 2.3.2 During an Emergency -- 2.3.3 After an Emergency -- 2.4 Models of Emergency Communication -- 2.5 Risk Perception and Behavior -- 2.6 Warning and Community Notification -- 2.7 Organizational Issues -- 2.8 Message Content Analysis -- 2.9 Planning Tools -- Chapter 3.0: Investigating Industry Practice -- 3.1 Introduction -- 3.2 Survey -- 3.2.1 Survey Protocol -- 3.2.2 Summary of Survey Results -- 3.2.3 Survey: Typical Events -- 3.2.4 Survey: Operational Procedures -- 3.2.5 Survey: Dissemination and Effectiveness -- 3.3 In-depth Case Study Interviews -- 3.3.1 Case Study Protocol -- 3.3.2 Case Study Results -- Chapter 4.0: Assessment of Emergency Communication Messages and Procedures -- 4.1 Introduction -- 4.2 Message Coding -- 4.3 Focus Group Methods -- 4.3.1 Evaluation of Created Messages -- 4.3.2 Focus Group: Community Members -- 4.3.3 Focus Group: Key Informants -- 4.4 Message Assessment Findings -- Chapter 5.0: Communication Preparedness Guide -- 5.1 Overview -- 5.2 General Information -- 5.2.1 Partnerships -- 5.2.2 Mutual Aid -- 5.2.3 Relationship of EOP -- 5.2.4 Utility Profile -- 5.3 Organization and Assignment of Responsibilities -- 5.4 Communication -- 5.4.1 Internal Communications -- 5.4.2 External Communications.

5.5 Dissemination of Information -- 5.5.1 Channels of Communications -- 5.5.2 Media and Public Notification -- 5.5.3 Dealing with Media -- 5.5.4 Inquiries -- 5.6 Generalized Message Content -- 5.7 Action Plan -- 5.8 After Action Review -- 5.8.1 General Outline of an AAR -- 5.8.2 Goals of an ARR -- 5.9 Templates -- 5.9.1 Typical Emergency Events -- 5.9.2 Procedures for notifying system customers -- 5.9.3 Assignment of Personnel Responsibilities -- 5.9.4 Emergency Communication Strategy Worksheet -- 5.9.5 Situation Assessment -- 5.9.6 Media Notification List -- 5.9.7 Press Release Log -- 5.9.8 Customer Service Script -- Chapter 6.0: eCIMs -- 6.1 Overview -- 6.2 Communication Preparedness Guide -- 6.3 Decision Tree -- 6.4 Additional Resources -- 6.4.1 Sample Messages -- 6.5 Organization -- 6.6 Conclusion -- Appendix A: Coding Form -- Appendix B: Survey Findings -- Appendix C: Quantitative Survey Results -- Appendix D: Case Study Interviews -- Appendix E: Annotated Bibliography -- References.