Glossary
Crisis communication terms, clearly explained
Definitions of key terms from Dutch crisis communication and the CrisisRadar platform: the CRASSU methodology, circle of impact analysis, GRIP levels, zoning and more.
Methodologies
- CRASSU methodology
- A structured approach to crisis communication within the CrisisRadar platform. CRASSU is an acronym for six consecutive steps that together form a single crisis message: Context (the actual situation — what, where, when, how serious), Role (from which position is the communication being made — local authority, safety region, healthcare institution, company), Action (the course of action for the recipient — what should they do or avoid NOW), Steps (the phasing and sequence — initial message, follow-up update, conclusion), Style (the tone tailored to the target audience and the moment — factual and concise in the acute phase, empathetic in the aftermath), and Delivery (the final channel and format — NL-Alert, social media, press release, website banner). The methodology ensures that every message first organises the facts and the spokesperson before the tone and channel are chosen, thereby ensuring that crisis communications remain consistent and targeted at the intended audience.
- Circle of Affected Parties Analysis
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An approach in which target audiences are grouped during a crisis into concentric circles around the incident, ranging from those directly affected to the wider public. Each circle is assigned its own message, channel and frequency. In the Dutch context, this is also known as the ‘circle of those involved’ or the ‘onion of involvement’; internationally, it is described as ‘Affected Circles’. The method has Dutch academic roots and is supported by CrisisRadar on the platform to identify target groups around an incident more quickly.
Scientific background: Jong, Van Assouw, Strating & Dückers (2026) — Journal of Crisis & Risk Communication
- Stakeholder mapping
- Identification and categorisation of all stakeholders involved in a crisis (internal staff, directors, the press, local residents, supply chain partners, regulators), including their information needs, preferred communication channels and response times.
Dutch coordination
- GRIP 1
- Coordinated Regional Incident Response Procedure Level 1: source control and initial response. The operational commander is in charge, limited to the source area. Communication remains local/operational.
- GRIP 2
- GRIP Level 2: there is also an affected area beyond the immediate source, involving multiple emergency services coordinated by an Incident Site Command (CoPI ) and a Regional Operational Team (ROT ). Administrative coordination at municipal level.
- GRIP 3
- GRIP Level 3: a threat to the welfare of (large groups of) citizens within a single municipality. The mayor is the commander-in-chief; the municipal policy team convenes. Public communication becomes systematic.
- GRIP 4
- GRIP Level 4: an incident extending beyond municipal boundaries within a single security region. The chair of the security region coordinates; the Regional Policy Team (RBT ) is activated. Crisis communication is directed to several municipalities simultaneously.
- GRIP 5
- GRIP Level 5: incident extends beyond the boundaries of safety regions; supra-regional coordination is required. Requires streamlined inter-regional communication and a consistent public message.
- Safety region
- An extended local administrative partnership between Dutch municipalities in the fields of fire and rescue services, medical assistance, disaster response and crisis management. The Netherlands has 25 safety regions.
- Crisis Communication Team (CCT)
- A multidisciplinary team responsible for public communication during a crisis. Usually consists of a spokesperson, a communications adviser, an environmental analyst, a content creator and a liaison with operational management. Operates under the direction of the policy team.
Zoning & area
- Source area
- The geographical area immediately surrounding the source of the incident where the cause of the hazard is located (e.g. a burning building, a leaking pipe). The fire service and police take immediate action here.
- Impact area
- The area outside the source where the consequences of the incident are noticeable (smoke plume, shock wave, evacuation, disruption). Public communication here is primarily focused on guiding people’s actions.
- Hot zone
- In incidents involving hazardous substances: an area of direct exposure, accessible only to specially equipped emergency services personnel. Communication: strictly operational.
- Warm zone
- In incidents involving hazardous substances: a transition zone between the hot and cold zones, a location for decontamination and triage. Public communication begins here.
- Cold zone
- In the event of incidents involving hazardous substances: a safe zone for command and control, victim reception, media briefing point and public information.
Communication strategy
- Target-group-specific messaging
- Message differentiation whereby the same factual situation is phrased differently depending on the recipient. Example: those directly affected are given practical guidance; the press are provided with background information and source references; local residents are given reassurance and helpline details.
- Multi-platform publication
- Simultaneous roll-out of a crisis message across multiple channels (NL-Alert , local council website, X/Twitter, Facebook, press release, SMS, email) with platform-specific adjustments to tone, length and format. Minimises information gaps and speculation.
- Real-time monitoring
- Continuous scanning of news sources, social media and RSS feeds during a crisis to immediately detect sentiment, rumours and factual developments. This provides input for the next communication cycle.
- Call to action
- Specific instructions on what the recipient must or can do NOW: take shelter indoors, close windows, avoid the area, call 112 only in an emergency. The heart of effective public crisis communication.
Compliance & privacy
- AVG /GDPR compliance during a crisis
- Obligation to process personal data in a proportionate and purpose-limited manner even during a crisis situation (General Data Protection Regulation). Crisis communication may only share identifying information about victims under strict conditions.
- Privacy-first AI processing
- AI models run locally in Dutch data centres; no export of input/output to third countries. Inputs from crisis reports are not used for model training purposes.
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