ABSTRACT
Communicating with victims might be one of the hardest tasks of crisis communication. At the same time, it is expected to be carried out professionally and with speed and accuracy, making it vital to plan for before something happens. This chapter gives detailed advice about topics including preparing family support, communicating with victims abroad, telephone hotlines and physical family support centers. In some cases, virtual victim assistance can work well, and the chapter also includes guidelines on dealing with support groups, memorials and rituals. Practical advice for site visits and death notifications is also provided.
