Toxic fear: the management of uncertainty in the wake of the Amsterdam air crash

This paper examines the management of uncertainty among emergency responders, the media, and the public following the crash of an Israeli cargo plane carrying apparently hazardous cargo in Amsterdam's Bijlmermeer area. While the authorities' management of the emergency created by the initial crash was effective, the long-term crisis management performance was considerably less effective. It is argued that, particularly in hazardous materials emergencies, considerable management attention is required in the long-term aftermath rather than seeking a quick declaration of "all clear" or determination that the crisis is over. This paper examines the roles of all actors in the crisis and addresses the nature of communications in the "disaster after the disaster". The evolution of a "toxic fear" among citizens is documented and the social psychology of crisis management in the aftermath is examined. (C) 2001 Elsevier Science B.V. All rights reserved.