COMMUNICATION
“First Responders rely on situational awareness to guide their efforts, and situational awareness is dynamic. People can’t be helped if Responders don’t know what they need, or where their located.” (After Disaster, Ed Minyard, pg 51)
We all rely on effective communications to perform our jobs appropriately.
The issue of failed communications is a serious one. Following untold disasters, there are After Action Reports or Lessons Learned summaries. This implies changes will occur to correct problems, difficulties and short comings experienced during an event. There are lessons for the future? How is anyone going to get a handle on failed communications if similar failures occur, disaster after disaster?
The issues surrounding failed communications can be addressed and limited. Communication must become an intricate part of the Disaster Preparedness Phase of emergency management. Community leaders must learn how their communicating preparedness can help speed up and make response and recovery more effective.
Communications can come in several forms:
Verbal communications can be presented during one on one contact with staff and support personnel. It can be in the form of broadcast style verbal messages in a briefing or training session. It may come through radio or phone lines, PC, cell and handheld devices.
Non-Verbal Communications can come in the form of voice intonation, through touch, through smell or even body language (motion).
Written Communication seems to be one of the widest used forms of communication utilized. Written safety plans, policies and procedures manuals, guidelines, briefings, etc.
Visual Communications is a very powerful form of communication it seems to be a strong method for some people more than others. Seeing something either first hand or through sight tends to reinforce the topic or subject. A visual communication may come in the form or signs, symbols, designs, photography (photos), topography, etc.
All communication should be concise and unambiguous.
The recognized short fall of practically every major disaster and event falls on communication failure. Considerable attempts are being made to change the style, methods and ways we communicate with one another during an event.
There will be a good number of new comers to the scene than you might imagine. Much of that has to do with personnel turn around. Many experienced individuals will have moved on, retired, etc.
With personnel turn around, communication will falter. The experience missing when turnaround is a factor will surely affect communications. Communication is a skill set that some have a greater handle on than others. Whenever we lose those experienced individuals, we struggle. We must continue to learn how to properly communicate the impact, dangers, hazards and resources needed for the safety of impacted residents and responders.
Incident Action Reports (IAR):
Under the ICS system, Incident Action Reports (IAR) are generated which is where information relevant to the event and what should be done is decided and at that point. Such information should be disseminated to all those personnel for which such information is intended. Information that will or could conceivably impact a particular group or operation.
What type of messages could come out of the IAR’s? Will the event be repeated? These reports might include what shelters are open and operating. To describe weather conditions as they exist and how it might change to have an impact on operations. Too outline medical services availability, etc.
Make a conscious effort to always communicate in a positive way. Make your messages clear and concise. Never degrade or insult individuals you may be having problems with. Avoid confrontational situations. There will almost always be a better time to address disputes when the smoke clears. If decisions involve the safety of yourself or other personnel, voice your concerns through the chain of command, as far up as you need to take it to assure the safety and health of all personnel.
Public Information Officer (PIO):
The PIO serves as the single focal point for all communications to be disseminated to the general public or media.
Media (Radio/Television): Friend or Foe they are here and will spin an events story until it is under control and even then the light will not shine so bright on the efforts of so many Responders during an events response.
Is there a media agenda? Of course there is, just determine what motivates people, including the media. On top of everything negative that occurs during a disaster event, comes the apparent need to find someone responsible.
Emergency management blogs have spouted what’s been termed the “Blame Game”. Is there an agenda? A doctor James Wilson, MD, Dir. Of The National Infectious Disease Center states that with some journalists “What crisis and disasters habitually do is expose underlying socioeconomic and political tensions in society” (Ref: In an Emergency Management Yahoo blog “The Blame Game”)
In my brief section on “Wrong for the Job” I elude to the lack of accountability or the consequences for management failures. The blame game will always follow as an issue of accountability is sought, when society faces huge loss and despair. Scape goats will be sought and this distraction continues.
A message should be sent across the mass of Responders and all others that [no one should relay operational information to the media], that all such requests for operational information and [data should be directed to the designated Public Information Officer (PIO)].
Radios: Fire-Rescue-EMS, and Law Enforcement and even perhaps many municipal, county and state functions will be outfitted with dedicated radio systems, with channels dedicated to their communication efforts.
Other groups and individuals may not have the luxury of such devices and may have to depend on personal communication devices such as cellular phones, land-line phones, and Ham-Radio operations. Although perceived to be antiquated these systems in many instances have ended up serving as the principle mode of communications for all responders and functions.
Be prepared for everything to fail and services such as Ham / Amateur radio operations to become the principle mode of major communications in an overwhelming disaster. They will potentially work when all else fails.
Mis-Information:
How you deal and treat information or data that you have received that you find to be erroneous, false, or wrong will be crucial in dealing with the after effects that such information might have on recovery operations.
Rumor Control / Resident – Responder Information Center: a formal group set up to relay messages out to the public and responders to minimize poor or misleading data.
Example: Florida’s Emergency Information Line (1-800-342-3557)
Improving First Responder Communications: A Sampling of NIST Projects
http://www.nist.gov/public_affairs/factsheet/improving_first_repsonder_communication.htm
NOAA All Hazards Alert Notification:
http://www.dhs.gov/dhspublic/display?content=3724
Aircraft Sampling Model:
http://www.lanl.gov/news/index.php?fuseaction=nb.story&story_id=4210&nb_date=2003-08-28
Forbes
http://www.forbes.com/businesswire/feeds/businesswire/2005/08/03/businesswire20050803005191r1.html
Social Media / Communication:
Social Media is an umbrella term describing a variety of platforms from which to share or obtain information.
Integrating social media such as Twitter, YouTube, Facebook, Instagram, etc into emergency management will significantly improve readiness, response and recovery. Unless you’ve been under a rock somewhere, we’ve seen extensive use of social media in politics, government communications including emergency management.
We are only starting to harness the benefits of utilizing social media in emergency management and disaster services. The ever expanding tools associated with social media and communications will forever change how we deal with emergency response and operations. Using the social media services and technology can enhance communications during an emergency or disaster.
The masses are now becoming a greater source of information during times of unrest and in emergency or disaster events. We will find that both impacted victims, and Responderswill all start to fill a huge void in our communication efforts. Social media will be used to assist with early generalized damage assessments that up to now has been quite difficult. The photo sharing service, Instagram saw more than a million photos being shared during and following Hurricane/Super storm Sandy, many such photos could likely have been utilized by emergency management and response groups to show damaged areas, justify decisions to deploy resources for search and rescue, etc.
These media platforms will serve and lend themselves to help quickly locate critical resources that emergency response crews will need, such as water, food, vehicles and equipment and fuel. Don’t forget fuel. Once identified through social media such resources could then be more accurately mobilized and coordinated for delivery.
We have seen far too often valued resources, either sitting in the wrong staging areas, or actually haphazardly placed in the middle of an event, in a place where they could not be properly reached or distributed where they are most needed. A helping hand is being accomplished through the use of “QR Codes” which are like barcodes that are being applied and represent any number of commodities, supplies, equipment or services, etc. The premise is to use their online presence as recognized QR Codes (whatever it might represent) and preparing them for distribution to an event, or creating a tool by which those in charge of logistics might tap into on top of the existing system that currently exists.
If you’d like to get some clarity on use of Social Media in Emergency Management, go to Youtube, Vimeo or blog.fema.gov just as a few descriptive sources that will help you understand social media a little better. (PLEASE refer to the Social Media Annex for more detailed information on Social Media)
Using Twitter, Facebook, etc. will have their places in logistics, helping locate resources that emergency response crews may need. Also to Identify essential assets for mobilization and delivery.
Here are a few recommended guidelines to help you serve as a better source of information during emergency/disaster events. Become trained on what social media actually is and how to utilize it successfully:
- Follow your organizations guidelines for using social media communications
- Don’t spread misinformation or if you are aware that misinformation is being released, share such awareness with staff authorities
Remember when using technology resources such as social media tools, it is as if you are putting pen to paper. Once something is written, it is almost impossible to undo. Just as pre-existing media requires validation, social media will validate itself as a viable major communication tool. Separating truths from half truths in social media will always be a challenge.
A new type of communications volunteer exists and they are found in “Volunteer Technical Communities (VTC). “They work in loose groups; they gather in a global, virtual community. Emergency Managers will have to understand who they are, what they do and how to use them.” (EM Magazine: Jan/Feb-2012) by Valerie Lucas-McEwen, Contributing Writer.)
It’s an open source Disaster Management. They will undoubtedly be an effective tool in emergency management, but will be frustrating as they are an unconventional source of aid. CrisisCommons is the best example of a VTC. These volunteers combine crisis response organizations, technology organizations, government agencies and citizens working together with technology to help respond to disasters and improve preparedness.
Allow these new modes of communication (social media) change and evolve and try not to make using such tools restrictive by trying to establish confining steadfast guidelines. Some common sense guidelines would always be prudent but too much, may stifle their use and make them less effective. Social media will forever be changing, as applications, programs and technology are developed and innovated.
