Environmental management - Environmental communication - Guidelines and examples

This International Standard gives guidance to an organization on general principles, policy, strategy and activities relating to both internal and external environmental communication. It utilizes proven and wellestablished approaches for communication, adapted to the specific conditions that exist in environmental communication. It is applicable to all organizations regardless of their size, type, location, structure, activities, products and services, and whether or not they have an environmental management system in place. This International Standard is not intended for use as a specification standard for certification or registration purposes or for the establishment of any other environmental management system conformity requirements. It can be used in combination with any of the ISO 14000 series of standards, or on its own.

Management environnemental - Communication environnementale - Lignes directrices et exemples

L'ISO 14063:2006 fournit des lignes directrices à un organisme sur les principes généraux, la politique, la stratégie et les activités liées à la communication environnementale interne et externe. Elle utilise des méthodes de communication éprouvées et bien établies, adaptées aux conditions spécifiques existant dans la communication environnementale. Elle s'applique à tous les organismes, quels que soient leur taille, leur type, leur localisation, leur structure, leurs activités, leurs produits et services et qu'ils aient ou non un système de management environnemental en place.
L'ISO 14063:2006 n'a pas pour objet d'être utilisée comme une norme de spécification à des fins de certification ou d'enregistrement, ni pour l'établissement d'autres exigences de conformité en matière de système de management environnemental. Elle peut être utilisée seule ou conjointement avec toute autre norme de la série ISO 14000.

Ravnanje z okoljem - Okoljsko komuniciranje - Smernice in primeri

General Information

Status
Published
Publication Date
22-Sep-2008
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
15-Sep-2008
Due Date
20-Nov-2008
Completion Date
23-Sep-2008

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INTERNATIONAL ISO
STANDARD 14063
First edition
2006-08-01
Environmental management —
Environmental communication —
Guidelines and examples
Management environnemental — Communication environnementale —
Lignes directrices et exemples
Reference number
ISO 14063:2006(E)
ISO 2006
---------------------- Page: 1 ----------------------
ISO 14063:2006(E)
PDF disclaimer

This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but shall

not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In

downloading this file, parties accept therein the responsibility of not infringing Adobe's licensing policy. The ISO Central Secretariat

accepts no liability in this area.
Adobe is a trademark of Adobe Systems Incorporated.

Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation

parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In the

unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below.

© ISO 2006

All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,

electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or

ISO's member body in the country of the requester.
ISO copyright office
Case postale 56  CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii ISO 2006 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 14063:2006(E)
Contents Page

1 Scope .................................................................................................................................................... 1

2 Terms and definitions .......................................................................................................................... 1

3 Principles of environmental communication .................................................................................... 2

3.1 General ................................................................................................................................................. 2

3.2 Principles ............................................................................................................................................. 2

4 Environmental communication policy ............................................................................................... 3

4.1 Management commitment .................................................................................................................. 3

4.2 Developing the policy ......................................................................................................................... 3

5 Environmental communication strategy ............................................................................................ 4

5.1 General considerations ...................................................................................................................... 4

5.2 Establishing environmental communication objectives .................................................................. 4

5.3 Identifying interested parties ............................................................................................................. 5

5.4 Considering resource issues ............................................................................................................. 6

6 Environmental communication activities .......................................................................................... 6

6.1 Planning an environmental communication activity ........................................................................ 6

6.2 Selecting environmental communication content, approaches and tools .................................. 11

6.3 Performing an environmental communication activity .................................................................. 19

6.4 Evaluating environmental communication ..................................................................................... 21

6.5 Conducting management review and planning revisions ............................................................. 22

Annex A (informative) Reference table within the ISO 14000 series ..................................................... 23

Bibliography ............................................................................................................................................... 26

ISO 2006 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO 14063:2006(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies

(ISO member bodies). The work of preparing International Standards is normally carried out through ISO

technical committees. Each member body interested in a subject for which a technical committee has been

established has the right to be represented on that committee. International organizations, governmental and

non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International

Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.

International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.

The main task of technical committees is to prepare International Standards. Draft International Standards

adopted by the technical committees are circulated to the member bodies for voting. Publication as an

International Standard requires approval by at least 75 % of the member bodies casting a vote.

Attention is drawn to the possibility that some of the elements of this document may be the subject of patent

rights. ISO shall not be held responsible for identifying any or all such patent rights.

ISO 14063 was prepared by Technical Committee ISO/TC 207, Environmental management.

iv ISO 2006 – All rights reserved
---------------------- Page: 4 ----------------------
ISO 14063:2006(E)
Introduction

0.1 Over the past two decades, communication on environmental values, actions and performance has

become an essential activity of organizations, because of increased public concern and interest, and

governmental activities related to the environment. Organizations all over the world are increasingly confronted

with the need to express their views, and present and explain the environmental implications of their activities,

products and services. There is also a growing need to listen to interested parties, and incorporate their views

and requirements as part of environmental communication.

Organizations have a need to obtain and provide information about and respond to environmental issues,

concerns and programmes. This is influenced by factors such as the organization's geographic location and

distribution, size and types of activities. Motivations for communication can include the following:

— the interest of the organization to share information on its environmental practices;

— a request for information by employees or investors, a government agency, a community group, a customer

or supplier, or any other interested party;

— the need to discuss with interested parties, especially with target groups, a proposed action of the

organization, such as expansion of an existing facility, or siting of a new facility, or the introduction of a new

product or service;
— environmental risk management;
— a regulatory requirement;
— response to complaints from interested parties;
— the increasing importance of addressing environmental issues.

Environmental communication is the process of sharing information to build trust, credibility and partnerships, to

raise awareness, and to use in decision making. The processes used and the content of environmental

communication will vary with the objectives and circumstances of the organization and should be built on

substantive information.

0.2 Environmental communication is broader than environmental reporting. It has many purposes and takes

many forms. Environmental communication can be ad hoc or planned. An example of ad hoc communication

occurs when a facility manager attends a community event and answers questions. Planned communication

can cover the range from limited to full participation of interested parties as shown below.

a) One-way communication occurs when the organization distributes information, for example when an

organization issues an environmental report with no opportunity for questions or discussion.

b) Two-way communication occurs with an exchange of information and ideas among the organization and

interested parties.

c) In participatory decision-making, including effective feedback that affects the organization and/or the local

community, an organization collaborates with interested parties.

0.3 Engagement with interested parties provides an opportunity for an organization to learn their issues and

concerns; it can lead to knowledge being gained by both sides and can influence opinions and perceptions.

When properly done, any particular approach can be successful and satisfy the needs of the organization and

interested parties. In some cases, understanding the communication pattern/behaviour of each interested party

(or target group) is also important in environmental communications. The most effective environmental

communication process involves ongoing contact by the organization with internal and external interested

parties, as part of the organization’s overall communications strategy.
ISO 2006 – All rights reserved v
---------------------- Page: 5 ----------------------
ISO 14063:2006(E)
Figure 1 shows the interrelationships and flow of environmental communication.

NOTE 1 Titles in bold and numbered refer to the clauses in this International Standard.

NOTE 2 Dotted line arrows indicate the environmental communication system relationship with other elements of the

organization; full arrows indicate the interrelationship within the environmental communication system.

NOTE 3 Shading indicates the scope of the environmental communication system; darker shading indicates the overlap

of the environmental communication system with the organization.
Figure 1 — Environmental communication
0.4 Environmental communication often results in many benefits, such as

— assisting interested parties in understanding an organization's environmental commitments, policies and

performance,

— providing inputs/suggestions for improving the environmental performance of an organization’s activities,

products and services, and progress toward sustainability,

— improving understanding of interested parties’ needs and concerns to foster trust and dialogue,

— promoting an organization's environmental credentials, achievements and performance,

vi ISO 2006 – All rights reserved
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ISO 14063:2006(E)

— raising the importance and level of environmental awareness to support an environmentally responsible

culture and values within the organization,

— addressing interested parties’ concerns and complaints about operational and emergency environmental

hazards,
— enhancing interested parties’ perceptions of the organization, and
— increasing business support and shareholder confidence.

Environmental communication is one of the crucial issues to be dealt with by any organization, with or without

an environmental management system (EMS) in place. Environmental communication is more than a question

of organization and management, it relates to organization values as well. To ensure successful communication

processes, it is important for the organization to consider itself a responsible partner within society and to

address the environmental expectations of interested parties.
ISO 2006 – All rights reserved vii
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viii
---------------------- Page: 8 ----------------------
INTERNATIONAL STANDARD ISO 14063:2006(E)
Environmental management — Environmental
communication — Guidelines and examples
1Scope

This International Standard gives guidance to an organization on general principles, policy, strategy and

activities relating to both internal and external environmental communication. It utilizes proven and well-

established approaches for communication, adapted to the specific conditions that exist in environmental

communication. It is applicable to all organizations regardless of their size, type, location, structure, activities,

products and services, and whether or not they have an environmental management system in place.

This International Standard is not intended for use as a specification standard for certification or registration

purposes or for the establishment of any other environmental management system conformity requirements. It

can be used in combination with any of the ISO 14000 series of standards, or on its own.

NOTE 1 A reference table to the ISO 14000 series is provided in Annex A.

NOTE 2 ISO 14020, ISO 14021, ISO 14024 and ISO 14025 provide specific environmental communication tools and

guidance relating to product labels and declarations.
2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
environmental communication

process that an organization conducts to provide and obtain information, and to engage in dialogue with internal

and external interested parties to encourage a shared understanding on environmental issues, aspects and

performance
2.2
environmental communication policy

overall intentions and directions of an organization related to its environmental communication as formally

expressed by top management

NOTE The environmental communication policy can be a separate policy or part of other policies within the organization.

2.3
environmental communication strategy

organization's framework for implementing its environmental communication policy and for the setting of

environmental communication objectives and targets
2.4
organization

company, corporation, firm, enterprise, authority or institution, or part or combination thereof, whether

incorporated or not, public or private, that has its own functions and administration

NOTE For organizations with more than one operating unit, a single operating unit may be defined as an organization.

[ISO 14001:2004, 3.16]
ISO 2006 – All rights reserved 1
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ISO 14063:2006(E)
2.5
interested party

person or group concerned with or affected by the environmental performance of an organization

[ISO 14001:2004, 3.13]
2.6
target group

interested party or parties selected as the focus of an organization's environmental communication activity

2.7
environmental communication objective

overall environmental communication goal consistent with the environmental communication policy that an

organization sets itself to achieve as part of its environmental communication strategy

2.8
environmental communication target

detailed performance requirement, applicable to the organization, which arises from the environmental

communication objectives and which needs to be set and met in order to achieve those objectives

3 Principles of environmental communication
3.1 General

It is essential that an organization apply the principles described below to its environmental communication.

3.2 Principles
3.2.1 Transparency

Make the processes, procedures, methods, data sources and assumptions used in environmental

communication available to all interested parties, taking account of the confidentiality of information as required.

Inform interested parties of their role in environmental communication.
3.2.2 Appropriateness

Make information provided in environmental communication relevant to interested parties, using formats,

language and media that meet their interests and needs, enabling them to participate fully.

3.2.3 Credibility

Conduct environmental communication in an honest and fair manner, and provide information that is truthful,

accurate, substantive and not misleading to interested parties. Develop information and data using recognized

and reproducible methods and indicators.
3.2.4 Responsiveness

Ensure that environmental communication is open to the needs of interested parties. Respond to the queries

and concerns of interested parties in a full and timely manner. Make interested parties aware of how their

queries and concerns have been addressed.
2 ISO 2006 – All rights reserved
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ISO 14063:2006(E)
3.2.5 Clarity

Ensure that environmental communication approaches and language are understandable to interested parties

to minimize ambiguity.
4 Environmental communication policy
4.1 Management commitment

The organization's top management should set, express its commitment to, and promote the environmental

communication policy. The policy should be consistent with the principles in Clause 3 and should clearly state

the following:
a) commitment to engage in dialogue with interested parties;
b) commitment to disclose information about its environmental performance;

c) significance of internal and external environmental communication in the organization;

d) commitment to implement the policy and provide the necessary resources;
e) commitment to address key environmental issues.

The environmental communication policy may form part of, or be integrated into, an organization's

communication policy or environmental policy, or may be a separate policy.
4.2 Developing the policy

In developing the policy, those responsible for environmental management within the organization should

interact and engage with those responsible for communication to ensure that the policy is coherent and

consistent with other principles, policies and the values of the organization. Subsequently, all levels of

management should implement the policy and provide input for the formulation and modification of the policy.

An environmental communication policy does not need to be detailed, but should convey to interested parties

the importance that the organization places on communication about environmental issues, environmental

aspects and their associated impacts, and environmental performance. An organization's vision, mission,

values and culture should play a fundamental role in developing an environmental communication policy. The

organization should make a commitment in the policy to reflect local, regional and/or national cultural

characteristics in its environmental communication activities, where applicable.

Important factors that should be considered when developing an environmental communication policy include

— the organization's business sector and its product or service portfolio,
— organization's size,
— organizational infrastructure,
— corporate governance,
— market and brand strategies,
— the existence of an environmental management system,
— consideration of environmental aspects and impacts,

— interaction with related aspects like health and safety and other sustainability approaches,

— legal requirements regarding disclosure of environmental information,
— local, regional, national and international voluntary codes of ethics/conduct,
— expectations of interested parties, and
— the public's “right to know”.

The policy should be communicated to interested parties, both internal and external as appropriate.

ISO 2006 – All rights reserved 3
---------------------- Page: 11 ----------------------
ISO 14063:2006(E)
5 Environmental communication strategy
5.1 General considerations

The organization's management should develop a strategy to implement its environmental communication

policy. The strategy should include environmental communication objectives, identification of interested parties,

an indication of when and what it plans to communicate, and a management commitment to allocate adequate

resources. An organization should clarify what is possible, taking into account its resources so that it can best

and most realistically meet the expectations of interested parties.

Consideration should be given to the fact that environmental communication is part of the organization's

environmental activities in general and should be aligned with other elements of management systems, policies,

strategies or relevant activities.
Practical help box 1 — Developing the environmental communication strategy

When developing the environmental communication strategy, the questions below can be helpful.

 Why is the organization engaging in environmental communication and what are its purposes?

 What are the organization's key environmental issues and impacts?

 What are the main issues to be covered, messages to be conveyed, and communication techniques, approaches,

tools and channels to be used?
 How much time is needed to implement the strategy?

 How will the strategy involve and coordinate the environmental managers, interested parties, individual(s) responsible

for environmental issues and individual(s) who are responsible for the organization's internal and external

communication?

 What are the local, regional, national and international boundaries for the strategy?

Once defined, the strategy should be approved by top management and then used as the basis for the

organization's environmental communications activities.
5.2 Establishing environmental communication objectives

An organization should set environmental objectives, which are useful because they can provide the basis for

an effective environmental communication strategy. When setting its environmental communication objectives,

an organization should ensure that they are aligned with its environmental communication policy, take account

of the views of internal and external interested parties, and are consistent with the environmental

communication principles in Clause 3. On setting objectives for its environmental communication activities, the

organization should consider its priorities and desired results, making sure that the objectives defined are

expressed in such a way that no further explanations are necessary.
4 ISO 2006 – All rights reserved
---------------------- Page: 12 ----------------------
ISO 14063:2006(E)
Practical help box 2 — Priorities for setting objectives
Priority considerations for setting objectives may include

 environmental issues related to the organization's specific activities, products and services,

 complying with applicable legal requirements and with other requirements to which the organization subscribes,

 influencing public policy on environmental issues,

 providing information and encouraging understanding by interested parties about the environmental activities,

aspects, impacts and performance of the organization,
 meeting the environmental information expectations of interested parties,
 establishing ongoing dialogue on environmental matters,
 minimizing internal and/or external conflicts,
 improving the organization's credibility and reputation,

 improving public knowledge and the environmental image of the organization's products and services, and

 stimulating environmental innovation and creativity.

Examples of objectives and their relation to targets are provided in 6.1.3, Help box 5.

5.3 Identifying interested parties

In developing the environmental communication strategy and setting objectives, the organization should identify

internal and external interested parties who have expressed an interest in its activities, products and services.

It should also identify other potential interested parties with whom it wishes to communicate to achieve the

overall objectives of its environmental communication strategy.

Subsequently, target groups will be identified for more specific environmental communication activities

(see 6.1.4).
ISO 2006 – All rights reserved 5
---------------------- Page: 13 ----------------------
ISO 14063:2006(E)
Practical help box 3 — Examples of interested parties

Some examples of interested parties that could be considered by an organization include

 past, present and future employees and their representatives,
 customers and consumers,
 suppliers, contractors, wholesalers and distributors,
 competitors,
 shareholders,
 banks and financial/investment community,
 insurance companies,
 rating agencies,
 public authorities,
legislators,
 regulators,
 politicians and opinion leaders,
 neighbours and local community,
 communities associated with supply chain organizations,
 schools, academics and researchers,
 professionals involved in environmental issues,
 media organizations, and
 non-governmental organizations.
5.4 Considering resource issues

An organization's environmental communication activities are dependent upon available resources. The

environmental communication strategy should include an allocation of human, technical and financial

resources, designated responsibilities and authority, and defined actions. Employees' experiences and training

needs should be considered.
6 Environmental communication activities
6.1 Planning an environmental communication activity
6.1.1 General

Organizations will typically undertake a range of environmental communication activities in implementing their

environmental communication policy. In advancing the environmental communication strategy and objectives,

specific environmental communication activities should be developed, taking into account the environmental

issue, geographic boundaries and interested parties.
6 ISO 2006 – All rights reserved
---------------------- Page: 14 ----------------------
ISO 14063:2006(E)
Practical help box 4 — Planning an environmental communication activity

In planning an environmental communication activity an organization should consider the following questions.

 Is this activity consistent with the environmental communication principles in Clause 3 and the organization's policy?

 If appropriate, does this activity enhance two-way communication?
 Can this activity promote consensus with interested parties?

 Does this activity offer an opportunity to reach and interact with its target group(s) and potentially address their

interests?
 Does this activity provide an opportunity to address multiple issues in depth?
 Does this activity focus on the key issues?
 Does the activity provide information tailored to the target group(s)?
 Is this activity relatively easy to implement?
 Does the activity provide for information transfer at relatively low cost?
 Is this activity easy to update?
 Is the effectiveness of this activity measurable?
 Is this activity a good vehicle for education?
 Is this activity creating a constructive atmosphere?

 Is this activity an effective way to get publicity or increase public awareness?

6.1.2 Situational analysis

The development or improvement of an environmental communication activity begins with an understanding of

the context for the communication.

In the situational analysis, the issues the organization should consider include the following:

a) existing environmental communication activities and commitments;
b) identification and understanding of issues of concern to interested parties;

c) expectations and perceptions of the interested parties about the organization;

d) environmental awareness of interested parties, such as local communities;

e) communication media and activities that have proven to be the most effective in communicating with

interested parties in similar situations;

f) identification of the opinion leaders and their influence on issues related to environmental communication;

g) public image of the organization on a specific issue;

h) latest developments and trends on environmental issues related to the organization's specific activities,

products and services;
i) economic and financial implications;
j) knowledge and understanding of the values and cultures of interested parties.

A variety of tools are available to assist in the situational analysis. Examples can be found in 6.2 (Table 1). The

situational analysis may lead to revised environmental communication objectives.

In evaluating the context for an environmental communication activity, it is also important to consider the

potential costs and consequences of not communicating. These can be tangible, cost more than environmental

communication in the long run and also impose other costs on an organization, e.g., damage to reputation. The

following example highlights the implications of such a situation.
ISO 2006 – All rights reserved 7
---------------------- Page: 15 ----------------------
ISO 14063:2006(E)
EXAMPLE Case 1: The costs of NOT conducting environmental communication

A manager admitted that making a decision to burn a hazardous secondary liquid fuel at its plant, and not thoroughly

discussing it with the community, resulted in a crisis. The organization did not anticipate the strength of reaction it would

receive and therefore did not allocate sufficient resources for advance consultation and communication. A 90-year good

working relationship between the organization and community dissolved overnight. The manager estimates that he spent

the majority of two years trying to re-establish this relationship. The costs to the organization included his salary, countless

time of other staff to meet with a range of interested parties, and the costs associated with hosting numerous public

meetings and developing press releases and other media announcements. One outcome of this effort was the creation of a

community liaison committee that included citizens w
...

SLOVENSKI STANDARD
SIST ISO 14063:2008
01-november-2008
Ravnanje z okoljem - Okoljsko komuniciranje - Smernice in primeri
Environmental management - Environmental communication - Guidelines and examples

Management environnemental - Communication environnementale - Lignes directrices et

exemples
Ta slovenski standard je istoveten z: ISO 14063:2006
ICS:
13.020.10 Ravnanje z okoljem Environmental management
SIST ISO 14063:2008 en,fr

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------
SIST ISO 14063:2008
---------------------- Page: 2 ----------------------
SIST ISO 14063:2008
INTERNATIONAL ISO
STANDARD 14063
First edition
2006-08-01
Environmental management —
Environmental communication —
Guidelines and examples
Management environnemental — Communication environnementale —
Lignes directrices et exemples
Reference number
ISO 14063:2006(E)
ISO 2006
---------------------- Page: 3 ----------------------
SIST ISO 14063:2008
ISO 14063:2006(E)
PDF disclaimer

This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but shall

not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In

downloading this file, parties accept therein the responsibility of not infringing Adobe's licensing policy. The ISO Central Secretariat

accepts no liability in this area.
Adobe is a trademark of Adobe Systems Incorporated.

Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation

parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In the

unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below.

© ISO 2006

All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,

electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or

ISO's member body in the country of the requester.
ISO copyright office
Case postale 56  CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii ISO 2006 – All rights reserved
---------------------- Page: 4 ----------------------
SIST ISO 14063:2008
ISO 14063:2006(E)
Contents Page

1 Scope .................................................................................................................................................... 1

2 Terms and definitions .......................................................................................................................... 1

3 Principles of environmental communication .................................................................................... 2

3.1 General ................................................................................................................................................. 2

3.2 Principles ............................................................................................................................................. 2

4 Environmental communication policy ............................................................................................... 3

4.1 Management commitment .................................................................................................................. 3

4.2 Developing the policy ......................................................................................................................... 3

5 Environmental communication strategy ............................................................................................ 4

5.1 General considerations ...................................................................................................................... 4

5.2 Establishing environmental communication objectives .................................................................. 4

5.3 Identifying interested parties ............................................................................................................. 5

5.4 Considering resource issues ............................................................................................................. 6

6 Environmental communication activities .......................................................................................... 6

6.1 Planning an environmental communication activity ........................................................................ 6

6.2 Selecting environmental communication content, approaches and tools .................................. 11

6.3 Performing an environmental communication activity .................................................................. 19

6.4 Evaluating environmental communication ..................................................................................... 21

6.5 Conducting management review and planning revisions ............................................................. 22

Annex A (informative) Reference table within the ISO 14000 series ..................................................... 23

Bibliography ............................................................................................................................................... 26

ISO 2006 – All rights reserved iii
---------------------- Page: 5 ----------------------
SIST ISO 14063:2008
ISO 14063:2006(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies

(ISO member bodies). The work of preparing International Standards is normally carried out through ISO

technical committees. Each member body interested in a subject for which a technical committee has been

established has the right to be represented on that committee. International organizations, governmental and

non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International

Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.

International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.

The main task of technical committees is to prepare International Standards. Draft International Standards

adopted by the technical committees are circulated to the member bodies for voting. Publication as an

International Standard requires approval by at least 75 % of the member bodies casting a vote.

Attention is drawn to the possibility that some of the elements of this document may be the subject of patent

rights. ISO shall not be held responsible for identifying any or all such patent rights.

ISO 14063 was prepared by Technical Committee ISO/TC 207, Environmental management.

iv ISO 2006 – All rights reserved
---------------------- Page: 6 ----------------------
SIST ISO 14063:2008
ISO 14063:2006(E)
Introduction

0.1 Over the past two decades, communication on environmental values, actions and performance has

become an essential activity of organizations, because of increased public concern and interest, and

governmental activities related to the environment. Organizations all over the world are increasingly confronted

with the need to express their views, and present and explain the environmental implications of their activities,

products and services. There is also a growing need to listen to interested parties, and incorporate their views

and requirements as part of environmental communication.

Organizations have a need to obtain and provide information about and respond to environmental issues,

concerns and programmes. This is influenced by factors such as the organization's geographic location and

distribution, size and types of activities. Motivations for communication can include the following:

— the interest of the organization to share information on its environmental practices;

— a request for information by employees or investors, a government agency, a community group, a customer

or supplier, or any other interested party;

— the need to discuss with interested parties, especially with target groups, a proposed action of the

organization, such as expansion of an existing facility, or siting of a new facility, or the introduction of a new

product or service;
— environmental risk management;
— a regulatory requirement;
— response to complaints from interested parties;
— the increasing importance of addressing environmental issues.

Environmental communication is the process of sharing information to build trust, credibility and partnerships, to

raise awareness, and to use in decision making. The processes used and the content of environmental

communication will vary with the objectives and circumstances of the organization and should be built on

substantive information.

0.2 Environmental communication is broader than environmental reporting. It has many purposes and takes

many forms. Environmental communication can be ad hoc or planned. An example of ad hoc communication

occurs when a facility manager attends a community event and answers questions. Planned communication

can cover the range from limited to full participation of interested parties as shown below.

a) One-way communication occurs when the organization distributes information, for example when an

organization issues an environmental report with no opportunity for questions or discussion.

b) Two-way communication occurs with an exchange of information and ideas among the organization and

interested parties.

c) In participatory decision-making, including effective feedback that affects the organization and/or the local

community, an organization collaborates with interested parties.

0.3 Engagement with interested parties provides an opportunity for an organization to learn their issues and

concerns; it can lead to knowledge being gained by both sides and can influence opinions and perceptions.

When properly done, any particular approach can be successful and satisfy the needs of the organization and

interested parties. In some cases, understanding the communication pattern/behaviour of each interested party

(or target group) is also important in environmental communications. The most effective environmental

communication process involves ongoing contact by the organization with internal and external interested

parties, as part of the organization’s overall communications strategy.
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Figure 1 shows the interrelationships and flow of environmental communication.

NOTE 1 Titles in bold and numbered refer to the clauses in this International Standard.

NOTE 2 Dotted line arrows indicate the environmental communication system relationship with other elements of the

organization; full arrows indicate the interrelationship within the environmental communication system.

NOTE 3 Shading indicates the scope of the environmental communication system; darker shading indicates the overlap

of the environmental communication system with the organization.
Figure 1 — Environmental communication
0.4 Environmental communication often results in many benefits, such as

— assisting interested parties in understanding an organization's environmental commitments, policies and

performance,

— providing inputs/suggestions for improving the environmental performance of an organization’s activities,

products and services, and progress toward sustainability,

— improving understanding of interested parties’ needs and concerns to foster trust and dialogue,

— promoting an organization's environmental credentials, achievements and performance,

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— raising the importance and level of environmental awareness to support an environmentally responsible

culture and values within the organization,

— addressing interested parties’ concerns and complaints about operational and emergency environmental

hazards,
— enhancing interested parties’ perceptions of the organization, and
— increasing business support and shareholder confidence.

Environmental communication is one of the crucial issues to be dealt with by any organization, with or without

an environmental management system (EMS) in place. Environmental communication is more than a question

of organization and management, it relates to organization values as well. To ensure successful communication

processes, it is important for the organization to consider itself a responsible partner within society and to

address the environmental expectations of interested parties.
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SIST ISO 14063:2008
INTERNATIONAL STANDARD ISO 14063:2006(E)
Environmental management — Environmental
communication — Guidelines and examples
1Scope

This International Standard gives guidance to an organization on general principles, policy, strategy and

activities relating to both internal and external environmental communication. It utilizes proven and well-

established approaches for communication, adapted to the specific conditions that exist in environmental

communication. It is applicable to all organizations regardless of their size, type, location, structure, activities,

products and services, and whether or not they have an environmental management system in place.

This International Standard is not intended for use as a specification standard for certification or registration

purposes or for the establishment of any other environmental management system conformity requirements. It

can be used in combination with any of the ISO 14000 series of standards, or on its own.

NOTE 1 A reference table to the ISO 14000 series is provided in Annex A.

NOTE 2 ISO 14020, ISO 14021, ISO 14024 and ISO 14025 provide specific environmental communication tools and

guidance relating to product labels and declarations.
2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
environmental communication

process that an organization conducts to provide and obtain information, and to engage in dialogue with internal

and external interested parties to encourage a shared understanding on environmental issues, aspects and

performance
2.2
environmental communication policy

overall intentions and directions of an organization related to its environmental communication as formally

expressed by top management

NOTE The environmental communication policy can be a separate policy or part of other policies within the organization.

2.3
environmental communication strategy

organization's framework for implementing its environmental communication policy and for the setting of

environmental communication objectives and targets
2.4
organization

company, corporation, firm, enterprise, authority or institution, or part or combination thereof, whether

incorporated or not, public or private, that has its own functions and administration

NOTE For organizations with more than one operating unit, a single operating unit may be defined as an organization.

[ISO 14001:2004, 3.16]
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2.5
interested party

person or group concerned with or affected by the environmental performance of an organization

[ISO 14001:2004, 3.13]
2.6
target group

interested party or parties selected as the focus of an organization's environmental communication activity

2.7
environmental communication objective

overall environmental communication goal consistent with the environmental communication policy that an

organization sets itself to achieve as part of its environmental communication strategy

2.8
environmental communication target

detailed performance requirement, applicable to the organization, which arises from the environmental

communication objectives and which needs to be set and met in order to achieve those objectives

3 Principles of environmental communication
3.1 General

It is essential that an organization apply the principles described below to its environmental communication.

3.2 Principles
3.2.1 Transparency

Make the processes, procedures, methods, data sources and assumptions used in environmental

communication available to all interested parties, taking account of the confidentiality of information as required.

Inform interested parties of their role in environmental communication.
3.2.2 Appropriateness

Make information provided in environmental communication relevant to interested parties, using formats,

language and media that meet their interests and needs, enabling them to participate fully.

3.2.3 Credibility

Conduct environmental communication in an honest and fair manner, and provide information that is truthful,

accurate, substantive and not misleading to interested parties. Develop information and data using recognized

and reproducible methods and indicators.
3.2.4 Responsiveness

Ensure that environmental communication is open to the needs of interested parties. Respond to the queries

and concerns of interested parties in a full and timely manner. Make interested parties aware of how their

queries and concerns have been addressed.
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3.2.5 Clarity

Ensure that environmental communication approaches and language are understandable to interested parties

to minimize ambiguity.
4 Environmental communication policy
4.1 Management commitment

The organization's top management should set, express its commitment to, and promote the environmental

communication policy. The policy should be consistent with the principles in Clause 3 and should clearly state

the following:
a) commitment to engage in dialogue with interested parties;
b) commitment to disclose information about its environmental performance;

c) significance of internal and external environmental communication in the organization;

d) commitment to implement the policy and provide the necessary resources;
e) commitment to address key environmental issues.

The environmental communication policy may form part of, or be integrated into, an organization's

communication policy or environmental policy, or may be a separate policy.
4.2 Developing the policy

In developing the policy, those responsible for environmental management within the organization should

interact and engage with those responsible for communication to ensure that the policy is coherent and

consistent with other principles, policies and the values of the organization. Subsequently, all levels of

management should implement the policy and provide input for the formulation and modification of the policy.

An environmental communication policy does not need to be detailed, but should convey to interested parties

the importance that the organization places on communication about environmental issues, environmental

aspects and their associated impacts, and environmental performance. An organization's vision, mission,

values and culture should play a fundamental role in developing an environmental communication policy. The

organization should make a commitment in the policy to reflect local, regional and/or national cultural

characteristics in its environmental communication activities, where applicable.

Important factors that should be considered when developing an environmental communication policy include

— the organization's business sector and its product or service portfolio,
— organization's size,
— organizational infrastructure,
— corporate governance,
— market and brand strategies,
— the existence of an environmental management system,
— consideration of environmental aspects and impacts,

— interaction with related aspects like health and safety and other sustainability approaches,

— legal requirements regarding disclosure of environmental information,
— local, regional, national and international voluntary codes of ethics/conduct,
— expectations of interested parties, and
— the public's “right to know”.

The policy should be communicated to interested parties, both internal and external as appropriate.

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5 Environmental communication strategy
5.1 General considerations

The organization's management should develop a strategy to implement its environmental communication

policy. The strategy should include environmental communication objectives, identification of interested parties,

an indication of when and what it plans to communicate, and a management commitment to allocate adequate

resources. An organization should clarify what is possible, taking into account its resources so that it can best

and most realistically meet the expectations of interested parties.

Consideration should be given to the fact that environmental communication is part of the organization's

environmental activities in general and should be aligned with other elements of management systems, policies,

strategies or relevant activities.
Practical help box 1 — Developing the environmental communication strategy

When developing the environmental communication strategy, the questions below can be helpful.

 Why is the organization engaging in environmental communication and what are its purposes?

 What are the organization's key environmental issues and impacts?

 What are the main issues to be covered, messages to be conveyed, and communication techniques, approaches,

tools and channels to be used?
 How much time is needed to implement the strategy?

 How will the strategy involve and coordinate the environmental managers, interested parties, individual(s) responsible

for environmental issues and individual(s) who are responsible for the organization's internal and external

communication?

 What are the local, regional, national and international boundaries for the strategy?

Once defined, the strategy should be approved by top management and then used as the basis for the

organization's environmental communications activities.
5.2 Establishing environmental communication objectives

An organization should set environmental objectives, which are useful because they can provide the basis for

an effective environmental communication strategy. When setting its environmental communication objectives,

an organization should ensure that they are aligned with its environmental communication policy, take account

of the views of internal and external interested parties, and are consistent with the environmental

communication principles in Clause 3. On setting objectives for its environmental communication activities, the

organization should consider its priorities and desired results, making sure that the objectives defined are

expressed in such a way that no further explanations are necessary.
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Practical help box 2 — Priorities for setting objectives
Priority considerations for setting objectives may include

 environmental issues related to the organization's specific activities, products and services,

 complying with applicable legal requirements and with other requirements to which the organization subscribes,

 influencing public policy on environmental issues,

 providing information and encouraging understanding by interested parties about the environmental activities,

aspects, impacts and performance of the organization,
 meeting the environmental information expectations of interested parties,
 establishing ongoing dialogue on environmental matters,
 minimizing internal and/or external conflicts,
 improving the organization's credibility and reputation,

 improving public knowledge and the environmental image of the organization's products and services, and

 stimulating environmental innovation and creativity.

Examples of objectives and their relation to targets are provided in 6.1.3, Help box 5.

5.3 Identifying interested parties

In developing the environmental communication strategy and setting objectives, the organization should identify

internal and external interested parties who have expressed an interest in its activities, products and services.

It should also identify other potential interested parties with whom it wishes to communicate to achieve the

overall objectives of its environmental communication strategy.

Subsequently, target groups will be identified for more specific environmental communication activities

(see 6.1.4).
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Practical help box 3 — Examples of interested parties

Some examples of interested parties that could be considered by an organization include

 past, present and future employees and their representatives,
 customers and consumers,
 suppliers, contractors, wholesalers and distributors,
 competitors,
 shareholders,
 banks and financial/investment community,
 insurance companies,
 rating agencies,
 public authorities,
legislators,
 regulators,
 politicians and opinion leaders,
 neighbours and local community,
 communities associated with supply chain organizations,
 schools, academics and researchers,
 professionals involved in environmental issues,
 media organizations, and
 non-governmental organizations.
5.4 Considering resource issues

An organization's environmental communication activities are dependent upon available resources. The

environmental communication strategy should include an allocation of human, technical and financial

resources, designated responsibilities and authority, and defined actions. Employees' experiences and training

needs should be considered.
6 Environmental communication activities
6.1 Planning an environmental communication activity
6.1.1 General

Organizations will typically undertake a range of environmental communication activities in implementing their

environmental communication policy. In advancing the environmental communication strategy and objectives,

specific environmental communication activities should be developed, taking into account the environmental

issue, geographic boundaries and interested parties.
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Practical help box 4 — Planning an environmental communication activity

In planning an environmental communication activity an organization should consider the following questions.

 Is this activity consistent with the environmental communication principles in Clause 3 and the organization's policy?

 If appropriate, does this activity enhance two-way communication?
 Can this activity promote consensus with interested parties?

 Does this activity offer an opportunity to reach and interact with its target group(s) and potentially address their

interests?
 Does this activity provide an opportunity to address multiple issues in depth?
 Does this activity focus on the key issues?
 Does the activity provide information tailored to the target group(s)?
 Is this activity relatively easy to implement?
 Does the activity provide for information transfer at relatively low cost?
 Is this activity easy to update?
 Is the effectiveness of this activity measurable?
 Is this activity a good vehicle for education?
 Is this activity creating a constructive atmosphere?

 Is this activity an effective way to get publicity or increase public awareness?

6.1.2 Situational analysis

The development or improvement of an environmental communication activity begins with an understanding of

the context for the communication.

In the situational analysis, the issues the organization should consider include the following:

a) existing environmental communication activities and commitments;
b) identification and understanding of issues of concern to interested parties;

c) expectations and perceptions of the interested parties about the organization;

d) environmental awareness of interested parties, such as local communities;

e) communication media and activities that have proven to be the most effective in communicating with

interested parties in similar situations;

f) identification of the opinion leaders and their influence on issues related to environmental communication;

g) public image of the organization on a specific issue;

h) latest developments and trends on environmental issues related to the organization's specific activities,

products and services;
i) economic and financial implications;
j) knowledge and understanding of the values and cultures of interested parties.

A variety of tools are available to assist in the situational analysis. Examples can be found in 6.2 (Table 1). The

situational analysis may lead to revised environmental communication objectives.

In evaluating the context for an environmental communication activity, it is also important to consider the

potential costs and consequences of not communicating. These can be tangible, cost more than environmental

communication in the long run and also impose other costs on an organization, e.g., damage to reputation. The

following example highlights the implications of such a situation.
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...

NORME ISO
INTERNATIONALE 14063
Première édition
2006-08-01
Management environnemental —
Communication environnementale —
Lignes directrices et exemples
Environmental management — Environmental communication —
Guidelines and examples
Numéro de référence
ISO 14063:2006(F)
ISO 2006
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ISO 14063:2006(F)
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ii ISO 2006 – Tous droits réservés
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ISO 14063:2006(F)
Sommaire Page

1 Domaine d'application ......................................................................................................................... 1

2 Termes et définitions ........................................................................................................................... 1

3 Principes de la communication environnementale .......................................................................... 2

3.1 Généralités ........................................................................................................................................... 2

3.2 Principes .............................................................................................................................................. 2

4 Politique de communication environnementale ................................................................................ 3

4.1 Engagement de la direction ............................................................................................................... 3

4.2 Élaboration de la politique ................................................................................................................. 3

5 Stratégie de communication environnementale ............................................................................... 4

5.1 Considérations générales .................................................................................................................. 4

5.2 Définition des objectifs de communication environnementale ....................................................... 4

5.3 Identification des parties intéressées ............................................................................................... 5

5.4 Considération des problèmes de ressources ................................................................................... 6

6 Activités de communication environnementale ................................................................................ 6

6.1 Planification d'une activité de communication environnementale ................................................. 6

6.2 Sélection du contenu, des méthodes et des outils de communication environnementale ........ 11

6.3 Exécution d'une activité de communication environnementale ................................................... 19

6.4 Évaluation de la communication environnementale ...................................................................... 21

6.5 Réalisation d'une revue de direction et planification des modifications ..................................... 22

Annexe A (informative) Tableau de référence à la série de l'ISO 14000 ................................................ 23

Bibliographie .............................................................................................................................................. 26

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ISO 14063:2006(F)
Avant-propos

L'ISO (Organisation internationale de normalisation) est une fédération mondiale d'organismes nationaux de

normalisation (comités membres de l'ISO). L'élaboration des Normes internationales est en général confiée

aux comités techniques de l'ISO. Chaque comité membre intéressé par une étude a le droit de faire partie du

comité technique créé à cet effet. Les organisations internationales, gouvernementales et non

gouvernementales, en liaison avec l'ISO participent également aux travaux. L'ISO collabore étroitement avec la

Commission électrotechnique internationale (CEI) en ce qui concerne la normalisation électrotechnique.

Les Normes internationales sont rédigées conformément aux règles données dans les Directives ISO/CEI,

Partie 2.

La tâche principale des comités techniques est d'élaborer les Normes internationales. Les projets de Normes

internationales adoptés par les comités techniques sont soumis aux comités membres pour vote. Leur

publication comme Normes internationales requiert l'approbation de 75 % au moins des comités membres

votants.

L'attention est appelée sur le fait que certains des éléments du présent document peuvent faire l'objet de droits

de propriété intellectuelle ou de droits analogues. L'ISO ne saurait être tenue pour responsable de ne pas avoir

identifié de tels droits de propriété et averti de leur existence.

L'ISO 14063 a été élaborée par le comité technique ISO/TC 207, Management environnemental.

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ISO 14063:2006(F)
Introduction

0.1 Au cours des vingt dernières années, la communication sur les valeurs, les actions et la performance dans

le domaine de l'environnement est devenue une activité essentielle pour les organismes en raison de

l'inquiétude et de l'intérêt grandissants de l'opinion publique, et aussi du fait des activités gouvernementales

menées en matière d'environnement. Les organismes du monde entier sont de plus en plus confrontés à la

nécessité d'exprimer leurs points de vue, de présenter et d'expliquer les implications environnementales de

leurs activités, produits et services. Il existe également un besoin croissant d'écouter et d'intégrer les points de

vue et les demandes des parties intéressées dans le cadre de la communication environnementale.

Les organismes ont besoin d'obtenir et de fournir des informations sur les enjeux, les préoccupations et les

programmes environnementaux et de réagir par rapport à ces sujets. Cette action est influencée par des

facteurs tels que la localisation et la répartition géographique de l'organisme, sa taille et ses types d'activités.

Voici quelques raisons susceptibles d'encourager la communication:

— l'intérêt pour l'organisme de communiquer des informations sur ses pratiques environnementales;

— une demande d'informations formulée par les employés ou les investisseurs, un organisme

gouvernemental, une association, un client ou un fournisseur ou toute autre partie intéressée;

— le besoin de discuter avec les parties intéressées, notamment avec les groupes cible, d'une action

proposée par l'organisme, telle que l'extension d'une installation existante ou l'implantation d'une nouvelle

installation ou encore du lancement d'un nouveau produit ou service;
— la gestion des risques environnementaux;
— une exigence réglementaire;
— une réponse à des plaintes émanant des parties intéressées;
— l'importance croissante des enjeux environnementaux.

La communication environnementale est un processus qui consiste à communiquer des informations afin

d'établir la confiance, la crédibilité ainsi que des partenariats, d'éveiller la conscience et de mettre à profit ces

informations pour la prise de décision. Les processus mis en œuvre et le contenu de la communication

environnementale varieront en fonction des objectifs visés et des spécificités de l'organisme, et il convient qu'ils

reposent sur la base d'informations substantielles.

0.2 La communication environnementale est une activité plus large que la rédaction d'un rapport

environnemental. Elle poursuit de nombreux objectifs et prend différentes formes. Elle peut être ad hoc ou

planifiée. Un directeur d'usine qui assiste à un événement local et répond à des questions est un exemple de

communication ad hoc. Une communication planifiée peut aller de la participation limitée à la participation

complète des parties intéressées, comme décrit ci-après.

a) La communication unidirectionnelle intervient lorsque l'organisme fournit des informations, par exemple

lorsqu'il publie un rapport environnemental, sans possibilité d'échange ni de discussion.

b) La communication bidirectionnelle se produit lorsqu'il y a échange d'informations et d'idées entre

l'organisme et les parties intéressées.

c) Dans la prise de décision participative, y compris un feedback réel concernant l'organisme et/ou la

communauté locale, un organisme collabore avec les parties intéressées.

0.3 L'engagement auprès des parties intéressées donne la possibilité à un organisme de connaître les

attentes et préoccupations de ces dernières, ce qui peut contribuer à une acquisition mutuelle de

connaissances et influencer les opinions et les perceptions. Toute approche correctement mise en œuvre peut

aboutir et répondre à la fois aux besoins de l'organisme et des parties intéressées. Dans certains cas, la

compréhension du modèle de communication/comportement de chaque partie intéressée (ou groupe cible) est

également importante dans la communication environnementale. Le processus de communication

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ISO 14063:2006(F)

environnementale le plus efficace implique un contact continu entre l'organisme et les parties intéressées

internes et externes et s'inscrit dans la stratégie de communication globale des organismes.

La Figure 1 décrit les relations et les flux de la communication environnementale.

NOTE 1 Les titres en gras et numérotés font référence à des articles de la présente Norme internationale.

NOTE 2 Les flèches en pointillés indiquent la relation du système de communication environnementale avec d'autres

éléments de l'organisme; les flèches pleines indiquent l'interrelation existant au sein du système de communication

environnementale.

NOTE 3 Les zones en gris indiquent le domaine d'application du système de communication environnementale; les

zones en gris foncé indiquent le chevauchement du système de communication environnementale par l'organisme.

Figure 1 — Communication environnementale

0.4 Les bénéfices de la communication environnementale sont souvent multiples, notamment:

— aider les parties intéressées à comprendre les engagements, les politiques et la performance d'un

organisme dans le domaine de l'environnement;

— fournir des commentaires/suggestions pour améliorer la performance environnementale des activités,

produits et services d'un organisme et favoriser le développement durable;
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ISO 14063:2006(F)

— mieux comprendre les attentes et préoccupations des parties intéressées pour favoriser la confiance et le

dialogue;

— promouvoir les références, les réalisations et la performance d'un organisme dans le domaine de

l'environnement;

— mettre en évidence l'importance et le niveau de prise de conscience environnementale afin d'encourager

l'ancrage, au sein de l'organisme, d'une culture responsable et de valeurs vis-à-vis de l'environnement;

— répondre aux préoccupations et plaintes des parties intéressées portant sur les risques environnementaux

liés à l'exploitation et en situation d'urgence;
— améliorer la perception de l'organisme par les parties intéressées; et
— accroître le soutien économique et la confiance des actionnaires.

La communication environnementale est l'une des questions cruciales auxquelles doit répondre tout

organisme, qu'il soit doté ou non d'un système de management environnemental (SME). Plus qu'une question

d'organisation et de management, la communication environnementale concerne également les valeurs de

l'organisme. Pour garantir le succès des processus de communication, il est important que l'organisme se

considère comme un partenaire responsable au sein de la société et qu'il prenne en considération les attentes

en matière d'environnement des parties intéressées.
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viii
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NORME INTERNATIONALE ISO 14063:2006(F)
Management environnemental — Communication
environnementale — Lignes directrices et exemples
1 Domaine d'application

La présente Norme internationale fournit des lignes directrices à un organisme sur les principes généraux, la

politique, la stratégie et les activités liées à la communication environnementale interne et externe. Elle utilise

des méthodes de communication éprouvées et bien établies, adaptées aux conditions spécifiques existant

dans la communication environnementale. Elle s'applique à tous les organismes, quels que soient leur taille,

leur type, leur localisation, leur structure, leurs activités, leurs produits et services et qu'ils aient ou non un

système de management environnemental en place.

La présente Norme internationale n'a pas pour objet d'être utilisée comme une norme de spécification à des

fins de certification ou d'enregistrement, ni pour l'établissement d'autres exigences de conformité en matière de

système de management environnemental. Elle peut être utilisée seule ou conjointement avec toute autre

norme de la série ISO 14000.

NOTE 1 L'Annexe A fournit un tableau de référence à la série de normes ISO 14000.

NOTE 2 L'ISO 14020, l'ISO 14021, l'ISO 14024 et l'ISO 14025 fournissent des outils et des lignes directrices spécifiques

de la communication environnementale en ce qui concerne les étiquettes de produit et les déclarations.

2 Termes et définitions

Pour les besoins du présent document, les termes et définitions suivants s'appliquent.

2.1
communication environnementale

processus mené par un organisme afin de fournir et d'obtenir des informations et d'engager un dialogue avec

les parties intéressées internes et externes, en vue d'encourager une compréhension commune des enjeux,

des aspects et de la performance dans le domaine de l'environnement
2.2
politique de communication environnementale

ensemble des intentions et des orientations d'un organisme en matière de communication environnementale,

telles qu'elles sont exprimées par la direction

NOTE La politique de communication environnementale peut être une politique séparée ou faire partie d'autres politiques

de l'organisme.
2.3
stratégie de communication environnementale

le modèle retenu par l'organisme permettant la mise en œuvre de sa politique de communication

environnementale et la définition des objectifs et des cibles de communication environnementale

2.4
organisme

compagnie, société, firme, entreprise, autorité ou institution, ou partie ou combinaison de celles-ci, à

responsabilité limitée ou d'un autre statut, de droit public ou privé, qui a sa propre structure fonctionnelle et

administrative
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NOTE Dans les organismes constitués de plusieurs unités opérationnelles, une unité isolée peut être définie comme un

organisme.
[ISO 14001:2004, 3.16]
2.5
partie intéressée

individu ou groupe concerné ou affecté par la performance environnementale d'un organisme

[ISO 14001:2004, 3.13]
2.6
groupe cible

partie intéressée ou parties sélectionnées comme cible privilégiée de l'activité de communication

environnementale d'un organisme
2.7
objectif de communication environnementale

tout objectif de communication environnementale cohérent avec la politique de communication

environnementale qu'un organisme se fixe d'atteindre dans le cadre de sa stratégie de communication

environnementale
2.8
cible de communication environnementale

exigence de performance détaillée, applicable à l'organisme, provenant des objectifs de communication

environnementale et devant être définie et observée pour la réalisation de ces objectifs

3 Principes de la communication environnementale
3.1 Généralités

Il est essentiel qu'un organisme applique les principes énoncés ci-après dans le cadre de sa communication

environnementale.
3.2 Principes
3.2.1 Transparence

Mettre les processus, modes opératoires, méthodes, sources de données et hypothèses utilisés dans la

communication environnementale à la disposition de toutes les parties intéressées en tenant compte, le cas

échéant, de la confidentialité des informations. Informer les parties intéressées de leur rôle dans la

communication environnementale.
3.2.2 Pertinence

Faire en sorte que les informations fournies dans la communication environnementale soient pertinentes pour

les parties intéressées et utiliser des formats, une langue et des supports répondant à leurs intérêts et besoins

afin de leur permettre de participer pleinement.
3.2.3 Crédibilité

Mener la communication environnementale de manière honnête et juste, et fournir des informations fidèles,

exactes, substantielles et non mensongères pour les parties intéressées. Développer l'information et les

données en utilisant des méthodes et indicateurs reconnus et reproductibles.
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3.2.4 Réactivité

S'assurer que la communication environnementale est à l'écoute des besoins des parties intéressées.

Répondre complètement et rapidement aux requêtes et préoccupations des parties intéressées. Tenir les

parties intéressées au courant de la manière dont leurs requêtes et préoccupations ont été traitées.

3.2.5 Clarté

S'assurer que les méthodes et la langue de communication environnementale sont compréhensibles pour les

parties intéressées afin d'éviter toute ambiguïté.
4 Politique de communication environnementale
4.1 Engagement de la direction

Il convient que la direction de l'organisme définisse la politique de communication environnementale, exprime

son engagement vis-à-vis de cette politique et en fasse la promotion. Il convient que la politique soit cohérente

avec les principes énoncés dans l’Article 3 et il convient qu'elle mentionne clairement les éléments suivants:

a) l'engagement à dialoguer avec les parties intéressées;

b) l'engagement à divulguer des informations sur sa performance environnementale;

c) l'importance de la communication interne et externe dans l'organisme;

d) l'engagement à mettre en œuvre la politique et à fournir les ressources nécessaires;

e) l'engagement à traiter les enjeux environnementaux clés.

La politique de communication environnementale peut représenter une partie de, ou être intégrée à la politique

de communication ou la politique environnementale d'un organisme, ou encore constituer une politique

séparée.
4.2 Élaboration de la politique

Lors de l'élaboration de la politique, il convient que les personnes responsables du management

environnemental au sein de l'organisme interagissent avec les personnes responsables de la communication,

et qu'elles s'engagent ensemble à garantir que la politique est cohérente avec les autres principes, politiques et

avec les valeurs de l'organisme. Il convient, par la suite, que tous les niveaux de la direction mettent en œuvre

la politique et fournissent des données pour la formulation et la modification de la politique.

Il n'est pas nécessaire qu'une politique de communication environnementale soit détaillée, mais il convient

qu'elle transmette aux parties intéressées l'importance que l'organisme accorde à la communication au sujet

des enjeux environnementaux, des aspects environnementaux et de leurs impacts associés, et en matière de

performance environnementale. Il convient que la vision, la mission, les valeurs et la culture d'un organisme

jouent un rôle fondamental dans l'élaboration d'une politique de communication environnementale. Il convient

que l'organisme formule dans sa politique un engagement reflétant les caractéristiques culturelles locales,

régionales et/ou nationales dans ses activités de communication environnementale, s'il y a lieu.

Les facteurs importants qu'il convient de considérer lors de l'élaboration d'une politique de communication

environnementale incluent:

— le secteur d'activité de l'organisme et son catalogue de produits ou de services;

— la taille de l'organisme;
— la structure de l'organisme;
— la gouvernance d'entreprise;
— les stratégies de marché et de marque;
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ISO 14063:2006(F)
— l'existence d'un système de management environnemental;
— la prise en compte des aspects et impacts environnementaux;

— l'interaction avec des aspects connexes, tels que la santé et la sécurité et d'autres approches de

développement durable;

— les exigences légales concernant la publication d'informations environnementales;

— les codes volontaires d'éthique/de conduite locaux, régionaux, nationaux et internationaux;

— les attentes des parties intéressées;
— le «droit de savoir» de l'opinion publique.

Il convient que la politique soit communiquée aussi bien aux parties internes et externes intéressées.

5 Stratégie de communication environnementale
5.1 Considérations générales

Il convient que la direction de l'organisme élabore une stratégie visant à mettre en œuvre sa politique de

communication environnementale. Il convient que la stratégie comprenne les objectifs de communication

environnementale, l'identification des parties intéressées, une indication du calendrier et du contenu prévus de

la communication et un engagement de la direction à allouer les ressources appropriées. Il convient que

l'organisme clarifie ce qu'il est en mesure de faire, en tenant compte des ressources dont il dispose, de manière

à répondre au mieux et de la manière la plus réaliste aux attentes des parties intéressées.

Il convient de prendre en compte le fait que la communication environnementale fait partie des activités

environnementales générales de l'organisme et qu'il convient qu'elle s'aligne sur les autres éléments des

systèmes de management, politiques, stratégies ou activités pertinentes.

Cadre d'aide pratique 1 — Mise au point de la stratégie de communication environnementale

Les questions suivantes peuvent être utiles lors de la mise au point de la stratégie de communication environnementale:

 Pourquoi l'organisme s'engage-t-il dans la communication environnementale et à quelles fins?

 Quels sont les enjeux et les impacts environnementaux clés de l'organisme?

 Quels sont les problèmes principaux à traiter, les messages à transmettre et les techniques, les méthodes, les outils

et les canaux de communication à utiliser?
 Combien de temps faut-il pour mettre en œuvre la stratégie?

 De quelle manière la stratégie impliquera-t-elle et coordonnera-t-elle les responsables environnementaux, les parties

intéressées, les personnes responsables des enjeux environnementaux et les personnes en charge de la

communication interne et externe de l'organisme?

 Quelles sont les limites locales, régionales, nationales et internationales de la stratégie?

Une fois définie, il convient que la stratégie soit approuvée par la direction puis serve de base pour les activités

de communication environnementales de l'organisme.
5.2 Définition des objectifs de communication environnementale

Il convient qu'un organisme définisse des objectifs environnementaux utiles permettant de servir de base à une

stratégie efficace de communication environnementale. Lors de la définition de ses objectifs de communication

environnementale, il convient qu'un organisme s'assure qu'ils sont alignés sur sa politique de communication

environnementale, qu'ils tiennent compte des points de vue des parties intéressées internes et externes, et

qu'ils soient cohérents avec les principes de communication environnementale énoncés dans l'Article 3. Lors

de la définition des objectifs de ses activités de communication environnementale, il convient que l'organisme

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ISO 14063:2006(F)

considère ses priorités et les résultats souhaités, en s'assurant que les objectifs définis sont exprimés de telle

manière qu'aucune explication supplémentaire n'est nécessaire.
Cadre d'aide pratique 2 — Priorités dans la définition des objectifs
Les priorités dans la définition des objectifs peuvent inclure:

 les enjeux environnementaux liés aux activités, produits et services spécifiques de l'organisme;

 la conformité aux exigences légales applicables et aux autres exigences auxquelles l'organisme a souscrit;

 l'influence sur la politique publique concernant les enjeux environnementaux;

 fournir des informations et faciliter la compréhension des parties intéressées concernant les activités, aspects,

impacts et performances environnementaux de l'organisme;

 répondre aux attentes en matière d'informations environnementales des parties intéressées;

 établir un dialogue continu sur les questions environnementales;
 réduire les conflits internes et/ou externes;
 améliorer la crédibilité et la réputation de l'organisme;

 enrichir les connaissances du grand public et l'image environnementale des produits et services de l'organisme;

 stimuler l'innovation environnementale et la créativité.

Des exemples d'objectifs et de leurs relations avec les cibles sont donnés en 6.1.3, Cadre d'aide pratique 5.

5.3 Identification des parties intéressées

Lors de l'élaboration de la stratégie de communication environnementale et de la définition des objectifs, il

convient que l'organisme identifie les parties intéressées internes et externes ayant exprimé un intérêt pour ses

activités, ses produits et ses services. Il convient qu'il identifie également d'autres parties intéressées

potentielles avec lesquelles il souhaite communiquer pour atteindre l'ensemble des objectifs de sa stratégie de

communication environnementale.

Par la suite, des groupes cible seront identifiés pour des activités de communication environnementale plus

spécifiques (voir 6.1.4).
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ISO 14063:2006(F)
Cadre d'aide pratique 3 — Exemples de parties intéressées

Des exemples de parties intéressées pouvant être prises en considération par un organisme incluent:

 anciens, actuels et futurs employés et leurs représentants;
 clients et consommateurs;
 fournisseurs, sous-traitants, grossistes et distributeurs;
 concurrents;
 actionnaires;
 banques et établissements financiers/d'investissement;
 compagnies d'assurance;
 agences de notation;
 pouvoirs publics;
 législateurs;
 autorités de réglementation;
 politiciens et leaders d'opinion;
 riverains et communauté locale;
 communautés associées aux organismes de la chaîne logistique;
 établissements scolaires, universités et chercheurs;
 professionnels impliqués dans les questions environnementales;
 organismes de médias;
 organismes non-gouvernementaux.
5.4 Considération des problèmes de ressources

Les activités de communication environnementale d'un organisme dépendent des ressources disponibles. Il

convient que la stratégie de communication environnementale inclue l'allocation des ressources humaines,

techniques et financières, des responsabilités et une autorité désignées et des actions définies. Il convient que

l'expérience des employés et les besoins en formation soient considérés.
6 Activités de communication environnementale
6.1 Planification d'une activité de communication environnementale
6.1.1 Généralités

Les organismes entreprennent généralement une série d'activités de communication environnementale lors de

la mise en œuvre de la politique de communication environnementale. Lors de l'élaboration de la stratégie et

des objectifs de communication environnementale, il convient que des activités spécifiques de communication

environnementale soient mises au point en tenant compte de l'enjeu environnemental, des frontières

géographiques et des parties intéressées.
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Cadre d'aide pratique 4 — Planification d'une activité de communication environnementale

Lors de la planification d'une activité de communication environnementale, il convient qu'un organisme considère les

questions suivantes:

 Cette activité est-elle cohérente avec les principes de communication environnementale énoncés dans l'Article 3 et

avec la politique de l'organisme?
 Le cas échéant, cette a
...

NORMA ISO
INTERNACIONAL 14063
Primero edición
Traducción oficial
2006-08-01
Official translation
Traduction officielle
Gestión ambiental — Comunicación
ambiental — Directrices y ejemplos
Environmental management — Environmental communication —
Guidelines and examples
Management environnemental — Communication environnementale
— Lignes directrices et exemples
Publicado por la Secretaría Central de ISO en Ginebra, Suiza, como
traducción oficial en español avalada por el Translation Working
Group, que ha certificado la conformidad en relación con las
versiones inglesa y francesa.
Número de referencia
ISO 14063:2006 (traducción oficial)
ISO 2006
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ISO 14063:2006 (traducción oficial)
DOCUMENTO PROTEGIDO POR COPYRIGHT
© ISO 2006, Publicado en Suiza

Reservados los derechos de reproducción. Salvo prescripción diferente, no podrá reproducirse ni utilizarse ninguna parte de

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ISO 14063:2006 (traducción oficial)
Índice Página

Prólogo .............................................................................................................................................................................................................................................iv

Introducción ...............................................................................................................................................................................................................................vi

1 Objeto y campo de aplicación.................................................................................................................................................................. 1

2 Términos y definiciones ................................................................................................................................................................................ 1

3 Principios de comunicación ambiental ........................................................................................................................................ 2

3.1 Generalidades .......................................................................................................................................................................................... 2

3.2 Principios ..................................................................................................................................................................................................... 2

3.2.1 Transparencia ..................................................................................................................................................................... 2

3.2.2 Adecuación ............................................................................................................................................................................ 2

3.2.3 Credibilidad .......................................................................................................................................................................... 2

3.2.4 Receptividad ........................................................................................................................................................................ 2

3.2.5 Claridad .................................................................................................................................................................................... 3

4 Política de comunicación ambiental ................................................................................................................................................ 3

4.1 Compromiso de la dirección ........................................................................................................................................................ 3

4.2 Desarrollo de la política .................................................................................................................................................................. 3

5 Estrategia de comunicación ambiental ......................................................................................................................................... 4

5.1 Consideraciones generales ........................................................................................................................................................... 4

5.2 Establecer los objetivos de comunicación ambiental ............................................................................................ 4

5.3 Identificar las partes interesadas ............................................................................................................................................ 5

5.4 Considerar los recursos ................................................................................................................................................................... 6

6 Actividades de comunicación ambiental ..................................................................................................................................... 6

6.1 Planificar una actividad de comunicación ambiental ............................................................................................ 6

6.1.1 Generalidades ..................................................................................................................................................................... 6

6.1.2 Análisis de la situación ............................................................................................................................................... 7

6.1.3 Establecer metas de comunicación ambiental ....................................................................................... 8

6.1.4 Identificar a los grupos objetivo ......................................................................................................................... 8

6.1.5 Definir el alcance geográfico .................................................................................................................................. 9

6.1.6 Identificar la información ambiental .............................................................................................................. 9

6.2 Seleccionar el contenido, los enfoques y las herramientas de la

comunicación ambiental .............................................................................................................................................................11

6.2.1 Generalidades ..................................................................................................................................................................11

6.2.2 Definir las responsabilidades y la participación activa (internas y externas) .........17

6.2.3 Seguimiento de los elementos de entrada de las partes interesadas ..............................17

6.2.4 Planificar actividades para la comunicación ambiental ante crisis y

emergencias ambientales ......................................................................................................................................18

6.3 Llevar a cabo una actividad de comunicación ambiental ................................................................................19

6.3.1 Recopilar y evaluar datos ......................................................................................................................................19

6.3.2 Realizar actividades de comunicación ambiental ............................................................................19

6.3.3 Registrar y responder a la retroalimentación......................................................................................21

6.4 Evaluar la comunicación ambiental ...................................................................................................................................21

6.5 Llevar a cabo la revisión por la dirección y la planificación de las revisiones ..............................22

Anexo A (informativo) Tabla de referencia dentro de la serie ISO 14000 ..................................................................24

Bibliografía ................................................................................................................................................................................................................................27

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ISO 14063:2006 (traducción oficial)
Prólogo

ISO (Organización Internacional de Normalización) es una federación mundial de organismos nacionales

de normalización (organismos miembros de ISO). El trabajo de preparación de las normas internacionales

normalmente se realiza a través de los comités técnicos de ISO. Cada organismo miembro interesado en

una materia para la cual se haya establecido un comité técnico, tiene el derecho de estar representado en

dicho comité. Las organizaciones internacionales, públicas y privadas, en coordinación con ISO, también

participan en el trabajo. ISO colabora estrechamente con la Comisión Electrotécnica Internacional (IEC)

en todas las materias de normalización electrotécnica.

Las normas internacionales se redactan de acuerdo con las reglas establecidas en la Parte 2 de las

Directivas ISO/IEC.

La tarea principal de los comités técnicos es preparar normas internacionales. Los proyectos de normas

internacionales adoptados por los comités técnicos se envían a los organismos miembros para votación.

La publicación como norma internacional requiere la aprobación por al menos el 75% de los organismos

miembros que emiten voto.

Se llama la atención sobre la posibilidad de que algunos de los elementos de este documento puedan

estar sujetos a derechos de patente. ISO no asume la responsabilidad por la identificación de cualquiera

o todos los derechos de patente.

La Norma ISO 14063 fue preparada por el Comité Técnico ISO/TC 207 Gestión medioambiental.

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ISO 14063:2006 (traducción oficial)
Prólogo de la versión en español

Esta norma internacional ha sido traducida por el Grupo de Trabajo “Spanish Translation Task Force” del

Comité Técnico ISO/TC 207, Gestión ambiental, en el que participan representantes de los organismos

nacionales de normalización y representantes del sector empresarial de los siguientes países:

Argentina, Bolivia, Chile, Colombia, Costa Rica, Cuba, Ecuador, España, Estados Unidos de América,

México, Perú, República Dominicana, Uruguay y Venezuela.

Igualmente, en el citado grupo de trabajo participan representantes de COPANT (Comisión Panamericana

de Normas Técnicas) y de INLAC (Instituto Latinoamericano de Aseguramiento de la Calidad).

Esta traducción es parte del resultado del trabajo que el Grupo ISO/TC 207 STTF viene desarrollando

desde su creación en el año 1999 para lograr la unificación de la terminología en lengua española en el

ámbito de la gestión ambiental.
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ISO 14063:2006 (traducción oficial)
Introducción

0.1 En las dos últimas décadas, la comunicación sobre los valores, las acciones y desempeño

ambientales se han convertido en una actividad esencial de las organizaciones, debido al incremento

del interés y de la preocupación pública, y a las actividades gubernamentales relacionadas con el medio

ambiente. Las organizaciones de todo el mundo se enfrentan cada vez más a la necesidad de expresar

sus puntos de vista y presentar y explicar las implicaciones ambientales de sus actividades, productos y

servicios. También existe una necesidad creciente de escuchar a las partes interesadas y de incorporar

sus puntos de vista y sus requisitos como parte de la comunicación ambiental.

Las organizaciones necesitan obtener, proporcionar información y responder sobre los asuntos,

las preocupaciones y los programas ambientales. Esto está influenciado por factores tales como

la localización y distribución geográfica de la organización, el tamaño y el tipo de actividades. Las

motivaciones para la comunicación pueden incluir las siguientes:

— el interés de la organización de compartir información sobre sus prácticas ambientales;

— una solicitud de información hecha por los empleados o por los inversores, una entidad

gubernamental, un grupo comunitario, un cliente o proveedor, o cualquier otra parte interesada;

— la necesidad de discutir con las partes interesadas, especialmente con grupos objetivo, una acción

propuesta por la organización tal como la expansión de una instalación existente, el emplazamiento

de una nueva instalación o el lanzamiento de un nuevo producto o servicio;
— la gestión del riesgo ambiental;
— un requisito reglamentario;
— la respuesta a las quejas de las partes interesadas;
— la importancia creciente de tratar los asuntos ambientales.

La comunicación ambiental es el proceso de compartir la información ambiental para crear confianza,

credibilidad y asociaciones, para incrementar la toma de conciencia, y para su uso en la toma de decisiones.

Los procesos utilizados y el contenido de una comunicación ambiental, variarán según los objetivos y las

circunstancias de la organización y deberían construirse basándose en información esencial.

0.2 La comunicación ambiental es una actividad más amplia que hacer informes ambientales.

Tiene muchos propósitos y adquiere muchas formas. La comunicación ambiental, puede ser ad hoc o

planificada. La comunicación ambiental ad hoc ocurre por ejemplo, cuando un gerente de la instalación

asiste a un evento en la comunidad y contesta sus preguntas acerca de las actividades de la organización.

La comunicación planificada puede abarcar desde una participación limitada hasta una participación

total de las partes interesadas como se muestra a continuación:

a) La comunicación en un solo sentido ocurre cuando la organización distribuye información, por

ejemplo cuando una organización emite un informe ambiental sin dar la oportunidad de hacer

preguntas o de discusión.

b) La comunicación en dos sentidos ocurre con el intercambio de información y de ideas entre la

organización y las partes interesadas.

c) En la toma de decisiones participativa, una organización colabora con las partes interesadas,

incluida la retroalimentación eficaz, que afecta a una organización o a la comunidad local.

0.3 El compromiso con las partes interesadas proporciona una oportunidad a una organización

para conocer sus asuntos y preocupaciones; puede llevar a obtener conocimiento para ambas partes y

puede influir en las opiniones y las percepciones. Cuando se efectúa correctamente, cualquier enfoque

en particular puede tener éxito si satisface tanto las necesidades de la organización como las de las

partes interesadas. En algunos casos, entender el patrón o comportamiento de la comunicación de cada

parte interesada (o grupo objetivo) es también importante para las comunicaciones ambientales. El

proceso más eficaz de comunicación ambiental incluye el contacto continuo de la organización con las

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ISO 14063:2006 (traducción oficial)

partes interesadas internas y externas, como parte de la estrategia de comunicaciones general de las

organizaciones.
La Figura 1 muestra las interrelaciones y el flujo de la comunicación ambiental.

NOTA 1 Los títulos en negrita y numerados se refieren a los capítulos de esta norma internacional.

NOTA 2 Las flechas punteadas indican la relación del sistema de comunicación ambiental con otros elementos

de la organización; y las flechas continuas indican la interrelación dentro del sistema de comunicación ambiental.

NOTA 3 El sombreado indica el alcance del sistema de comunicación ambiental; el sombreado más oscuro

indica la superposición del sistema de comunicación ambiental con la organización.

Figura 1 — Comunicación ambiental

0.4 La comunicación ambiental frecuentemente da como resultado muchos beneficios, tales como:

— ayudar a las partes interesadas a entender los compromisos, las políticas y el desempeño ambientales

de una organización;

— proporcionar elementos de entrada o sugerencias para mejorar el desempeño ambiental de las

actividades de productos y servicios de una organización, así como su progreso hacia la sostenibilidad;

— mejorar el entendimiento de las necesidades y preocupaciones de las partes interesadas para

fomentar la confianza y el diálogo;

— promocionar las credenciales, los logros y el desempeño ambiental de una organización;

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ISO 14063:2006 (traducción oficial)

— incrementar la importancia y el nivel de toma de conciencia ambiental para apoyar una cultura

ambiental mente responsable y los valores dentro de la organización;

— tratar las preocupaciones y quejas de las partes interesadas sobre los peligros de las operaciones y

de las emergencias ambientales;
— mejorar la percepción de las partes interesadas de la organización; e
— incrementar el apoyo al negocio y la confianza de los accionistas.

La comunicación ambiental es uno de los asuntos críticos a tratar por cualquier organización, cuente

ésta o no con un sistema de gestión ambiental (SGA). La comunicación ambiental es más que una

cuestión de organización y de gestión, también se relaciona con los valores de la organización. Para

asegurar el éxito de los procesos de comunicación, es importante que la organización se considere como

un miembro responsable dentro de la sociedad y tenga en cuenta las expectativas ambientales de las

partes interesadas.
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NORMA INTERNACIONAL ISO 14063:2006 (traducción oficial)
Gestión ambiental — Comunicación ambiental —
Directrices y ejemplos
1 Objeto y campo de aplicación

Esta norma internacional proporciona orientación a una organización sobre principios generales, política,

estrategia y actividades relativas a la comunicación ambiental tanto interna como externa. Utiliza

enfoques probados y bien establecidos para la comunicación, adaptados a las condiciones específicas

que existen en la comunicación ambiental. Es aplicable a todas las organizaciones independientemente

de su tamaño, tipo, localización, estructura, actividades, productos y servicios, e indistintamente que

tenga o no un sistema de gestión ambiental.

Esta norma internacional no ha sido diseñada para su uso como una norma de especificaciones para

certificación o registro ni para el establecimiento de ningún otro requisito de conformidad con sistemas

de gestión ambiental. Puede ser utilizada en combinación con cualquier otra norma dentro de la serie

ISO 14000, o por sí misma.

NOTA 1 En el Anexo A se proporciona una tabla de referencia a la serie de Normas ISO 14000.

NOTA 2 Las Normas ISO 14020, ISO 14021, ISO 14024 e ISO 14025 proporcionan herramientas específicas de

comunicación ambiental y orientaciones relativas a las declaraciones y al etiquetado de productos.

2 Términos y definiciones

Para los fines de este documento, se aplican los términos y definiciones siguientes:

2.1
comunicación ambiental

Proceso que una organización lleva a cabo para proporcionar y obtener información y entablar diálogo

con las partes interesadas internas o externas para motivar y compartir el entendimiento sobre asuntos,

aspectos y desempeño ambiental
2.2
política de comunicación ambiental

Intenciones generales y las direcciones de una organización relativas a su comunicación ambiental tal

como se expresan formalmente por la alta dirección

Nota 1 a la entrada: La política de comunicación ambiental puede ser una política por separado o parte de otras

políticas dentro de la organización.
2.3
estrategia de comunicación ambiental

Marco de referencia de la organización para implementar su política de comunicación ambiental y para

establecer los objetivos y metas de comunicación ambiental
2.4
organización

Compañía, corporación, firma, empresa, autoridad o institución, o parte o combinación de ellas, sean o

no sociedades, pública o privada, que tienen sus propias funciones y administración

Nota 1 a la entrada: Para organizaciones con más de una unidad operativa, una unidad operativa por sí sola puede

definirse como una organización.
[FUENTE: ISO 14001:2004, 3.16]
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ISO 14063:2006 (traducción oficial)
2.5
parte interesada

Persona o grupo que tiene interés o está afectado por el desempeño ambiental de una organización

[FUENTE: ISO 14001:2004, 3.13]
2.6
grupo objetivo

Parte interesada o partes seleccionadas como foco de una actividad de comunicación ambiental de

una organización
2.7
objetivo de comunicación ambiental

Objetivo general de comunicación ambiental coherente con la política de comunicación ambiental que

una organización se fija para alcanzar como parte de su estrategia de comunicación ambiental

2.8
meta de comunicación ambiental

Requisito detallado del desempeño, aplicable a la organización, que tiene su origen en los objetivos de

comunicación ambiental y que es necesario establecer y cumplir con el fin de alcanzar esos objetivos

3 Principios de comunicación ambiental
3.1 Generalidades

Es esencial que una organización aplique los siguientes principios a su comunicación ambiental.

3.2 Principios
3.2.1 Transparencia

Hacer que los procesos, procedimientos, métodos, fuentes de datos, y suposiciones utilizados en la

comuni cación ambiental estén a disposición de todas las partes interesadas, teniendo en cuenta la

confidencialidad de la información según se requiera. Informar a las partes interesadas de su papel en

la comunicación ambiental.
3.2.2 Adecuación

Hacer que la información proporcionada en la comunicación ambiental sea pertinente para las partes

interesadas, utilizando formularios, lenguaje y medios que cumplan con sus intereses y necesidades,

permitién doles participar totalmente.
3.2.3 Credibilidad

Llevar a cabo la comunicación ambiental de una manera honesta y justa, y proporcionar información que

sea veraz, exacta, fundamental y no engañosa para las partes interesadas. Desarrollar la información y

los datos utilizando métodos e indicadores reconocidos y reproducibles.
3.2.4 Receptividad

Asegurarse de que la comunicación ambiental esté abierta a las necesidades de las partes interesadas.

Responder a las preguntas e inquietudes de las partes interesadas de forma completa y oportuna. Dar a

conocer a las partes interesadas cual ha sido el tratamiento que se les ha dado a sus preguntas e inquietudes.

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ISO 14063:2006 (traducción oficial)
3.2.5 Claridad

Asegurarse de que los enfoques de la comunicación ambiental y el lenguaje sean entendibles para las

partes interesadas a fin de minimizar las ambigüedades.
4 Política de comunicación ambiental
4.1 Compromiso de la dirección

La alta dirección de la organización debería establecer, expresar su compromiso, y promover la política

de comunicación ambiental. La política debería ser coherente con los principios del capítulo 3 y debería

declarar claramente lo siguiente:
a) el compromiso de entablar diálogo con las partes interesadas;
b) el compromiso de divulgar información acerca de su desempeño ambiental;

c) la importancia de la comunicación ambiental interna y externa en la organización;

d) el compromiso de implementar la política y proporcionar los recursos necesarios;

e) el compromiso de tratar los asuntos ambientales clave.

La política de comunicación ambiental puede formar parte, o estar integrada, dentro de la política de

comunicación de la organización o en la política ambiental, o puede ser una política aparte.

4.2 Desarrollo de la política

Al desarrollar la política, aquellos que sean responsables de la gestión ambiental dentro de la organización

deberían interactuar y relacionarse con aquellos que sean responsables de la comunicación para

asegurarse de que la política es coherente con otros principios, políticas y valores de la organización.

Posteriormente, todos los niveles directivos deberían implementar la política y proporcionar los

elementos de entrada para la formulación y la modificación de la política.

Una política de comunicación ambiental no necesita ser detallada, pero debería transmitir a las partes

interesadas la importancia que la organización asigna a la comunicación sobre asuntos ambientales,

aspectos ambientales y sus impactos asociados y el desempeño ambiental. La visión, misión, valores

y cultura de la organización deberían jugar un papel fundamental en el desarrollo una política de

comunicación ambiental. La organización debería hacer un compromiso en su política que refleje

las características culturales locales, regionales y/o nacionales en sus actividades de comunicación

ambiental, cuando sea aplicable.

Factores importantes que deberían considerarse cuando se desarrolle una política de comunicación

ambiental incluyen:

— el sector de negocios de la organización y su cartera de productos o servicios;

— el tamaño de la organización;
— la infraestructura de la organización;
— el gobierno corporativo;
— las estrategias de mercado y de marca;
— la existencia de un sistema de gestión ambiental;
— la consideración de los aspectos e impactos ambientales;

— la interacción con aspectos relacionados como salud y seguridad y otros enfoques de sostenibilidad;

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ISO 14063:2006 (traducción oficial)

— los requisitos legales relacionados con la divulgación de la información ambiental;

— los códigos de ética o de conducta voluntarios, locales, nacionales e internacionales;

— las expectativas de las partes interesadas; y
— el “derecho a la información” que le corresponde al público.

La política debería comunicarse a las partes interesadas, tanto internas como externas, según sea apropiado.

5 Estrategia de comunicación ambiental
5.1 Consideraciones generales

La dirección de la organización debería desarrollar una estrategia para implementar su política de

comunicación ambiental. La estrategia debería incluir los objetivos de comunicación ambiental, la

identificación de las partes interesadas, una indicación de cuándo y qué se planifica comunicar, y un

compromiso de la dirección para asignar los recursos adecuados. Teniendo en cuenta sus recursos, una

organización debería aclarar qué puede hacer, de modo que se satisfagan de la manera más realista y

mejor, las expectativas de las partes interesadas.

Se debería considerar el hecho de que la comunicación ambiental es parte de las actividades ambientales

generales de la organización, y deberían estar alineadas con otros elementos del sistema de gestión,

políticas, estrategias o actividades pertinentes.

Cuadro de ayuda práctica 1 − Desarrollo de la estrategia de comunicación ambiental

Al desarrollar la estrategia de la comunicación ambiental, las siguientes preguntas pueden servir de ayuda:

• ¿Por qué la organización está comprometida en la comunicación ambiental y cuáles son sus propósitos?

• ¿Cuáles son los asuntos e impactos ambientales clave de la organización?

• ¿Cuáles son los asuntos principales a cubrir, los mensajes a transmitir y las técnicas, enfoques, herramientas y canales

de comunicación a utilizar?
• ¿Cuánto tiempo es necesario para implementar la estrategia?

• ¿Cómo involucrará y coordinará la estrategia a los gerentes ambientales, a las partes interesadas, a las personas res-

ponsables de los asuntos ambientales y a las personas que son responsables de la comunicación interna y externa de la

organización?

• ¿Cuáles son los límites locales, regionales, nacionales e internacionales para la estrategia?

Una vez definida, la estrategia debería ser aprobada por la alta dirección de la organización, y entonces

ser utilizada como base para las actividades de comunicación ambiental de la organización.

5.2 Establecer los objetivos de comunicación ambiental

Una organización debería establecer los objetivos ambientales, los cuales son útiles porque pueden

proporcionar la base para una estrategia de comunicación ambiental eficaz. Cuando establezca sus

objetivos de comunicación ambiental, una organización debería asegurarse de que están alineados con

su política de comunicación ambiental, tienen en cuenta los puntos de vista de las partes interesadas

internas y
...

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