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(English captions by Andrea Matsumoto, University of Michigan)

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Welcome to the session of Communication in[br]Disaster Situations.

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Communication in disaster situations is potentially[br]a huge challenge to respondents.

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Communication itself is a process in which[br]messages are passed from a sender to a receiver

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with constant feedback.

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Communication is very important in disaster[br]situations.

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It is important for coordination of the response,[br]reduction of risk communication, and for prevention

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of panic

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Before we proceed, it is important that you[br]read story 2, that is Communication Failure.

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What is the moral of this story?

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How to communicate better in disaster situations.

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It is important to follow the incident command[br]hierarchy.

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In disasters, the press is always looking[br]for information and papers sell when adverse

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events are quoted.

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Only the incident command officer or his appointee,[br]that is, the officer in charge of communications,

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should be allowed to give press releases.

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The communications officer should search for[br]facts and be ready with evidence.

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These are the Do's in disaster communication.

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Establish pre-planned press releases where[br]all media houses are informed in advance and

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invited.

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Questions should be allowed to clarify events.

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The Incident Command System Officer should[br]be brief, to the point and where there is

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information lacking, that should be admitted.

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The Incident Command System (ICS) officer[br]consults the relevant section heads before

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the meeting with press and should allow the[br]presence of other section heads to clarify

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issues in case clarification is necessary.

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Do not tell lies; it is better to say you[br]don't know and you will investigate an issue

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than to tell a lie.

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There should be a Public Relations (PR) desk[br]or information desk with a list of victims

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or update information if possible.

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Such a desk is managed by Public Relations[br]personnel, counsellors etc.

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There should be constant consultation with[br]the Incident Command System, Search and Rescue,

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Pre-hospital care teams, Hospital teams, and[br]field teams to get the latest information.

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Let us consider Scenario 1: Post Election[br]Violence in Country X.

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Country X experienced one of the worst complex[br]emergencies since independence.

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During a commission established to find the[br]effects, the police force put the number dead

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as 1100, the Permanent Secretary for Health[br]put them at 1102 and the International organisations

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put them at 1500.

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The press concluded all were confused.

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Question: What is your verdict and where do[br]you think things went wrong in the communication

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chain?

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What information is needed for communication[br]in a disaster situation?

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You need to know the site of disaster, type of disaster,[br]time of disaster, and time information was received,

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the number of casualties and their flow or[br]progress,

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any visiting VIPs or other important officials,

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relevant ministry and what has been done so[br]far,

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assistance required and any important appeals[br]for blood and other logistics,

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response efforts at the time, and their successes[br]and limitations.

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These are 5 Communication Failures that Kill[br]Operational Success:

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Mixed messages from multiple experts,

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Information released late,

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Paternalistic attitudes (especially towards[br]the affected communities),

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Not countering rumors and myths in real-time[br]- the grapevine,

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Public power struggles and confusion, especially[br]between intervening agencies.

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Let us look at Scenario 2: a flood.

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In a recent flooding in one of the countries,[br]a pressman asked how many people were in need

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of blankets.

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The medical officer of health answered, 'none'.

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Later, it was found that all the 3000 flood[br]victims needed non-food items like blankets.

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Whose responsibility was it to provide the[br]right information?

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These are five communication steps that boost[br]operational success:

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Execute a solid communication plan.

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Be the first source for information before[br]other alternative sources get it.

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Express empathy early.

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Show competence and expertise.

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Show that you are in charge of the situation.

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Remain honest and open

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Thank you for listening.