WEBVTT 00:00:00.000 --> 00:00:04.000 (English captions by Andrea Matsumoto, University of Michigan) 00:00:05.000 --> 00:00:13.000 Welcome to the session of Communication in Disaster Situations. 00:00:13.000 --> 00:00:23.000 Communication in disaster situations is potentially a huge challenge to respondents. 00:00:23.000 --> 00:00:29.000 Communication itself is a process in which messages are passed from a sender to a receiver 00:00:29.000 --> 00:00:31.000 with constant feedback. 00:00:31.000 --> 00:00:35.000 Communication is very important in disaster situations. 00:00:35.000 --> 00:00:45.000 It is important for coordination of the response, reduction of risk communication, and for prevention 00:00:45.000 --> 00:00:47.000 of panic 00:00:47.000 --> 00:01:00.000 Before we proceed, it is important that you read story 2, that is Communication Failure. 00:01:00.000 --> 00:01:08.000 What is the moral of this story? 00:01:08.000 --> 00:01:11.000 How to communicate better in disaster situations. 00:01:11.000 --> 00:01:16.000 It is important to follow the incident command hierarchy. 00:01:16.000 --> 00:01:23.000 In disasters, the press is always looking for information and papers sell when adverse 00:01:23.000 --> 00:01:28.000 events are quoted. 00:01:28.000 --> 00:01:35.000 Only the incident command officer or his appointee, that is, the officer in charge of communications, 00:01:35.000 --> 00:01:40.000 should be allowed to give press releases. 00:01:40.000 --> 00:01:48.000 The communications officer should search for facts and be ready with evidence. 00:01:48.000 --> 00:01:53.000 These are the Do's in disaster communication. 00:01:53.000 --> 00:02:00.000 Establish pre-planned press releases where all media houses are informed in advance and 00:02:00.000 --> 00:02:04.000 invited. 00:02:04.000 --> 00:02:09.000 Questions should be allowed to clarify events. 00:02:09.000 --> 00:02:15.000 The Incident Command System Officer should be brief, to the point and where there is 00:02:15.000 --> 00:02:20.000 information lacking, that should be admitted. 00:02:20.000 --> 00:02:26.000 The Incident Command System (ICS) officer consults the relevant section heads before 00:02:26.000 --> 00:02:35.000 the meeting with press and should allow the presence of other section heads to clarify 00:02:35.000 --> 00:02:40.000 issues in case clarification is necessary. 00:02:40.000 --> 00:02:49.000 Do not tell lies; it is better to say you don't know and you will investigate an issue 00:02:49.000 --> 00:02:52.000 than to tell a lie. 00:02:52.000 --> 00:02:59.000 There should be a Public Relations (PR) desk or information desk with a list of victims 00:02:59.000 --> 00:03:04.000 or update information if possible. 00:03:04.000 --> 00:03:11.000 Such a desk is managed by Public Relations personnel, counsellors etc. 00:03:11.000 --> 00:03:20.000 There should be constant consultation with the Incident Command System, Search and Rescue, 00:03:20.000 --> 00:03:32.000 Pre-hospital care teams, Hospital teams, and field teams to get the latest information. 00:03:32.000 --> 00:03:38.000 Let us consider Scenario 1: Post Election Violence in Country X. 00:03:38.000 --> 00:03:43.000 Country X experienced one of the worst complex emergencies since independence. 00:03:43.000 --> 00:03:51.000 During a commission established to find the effects, the police force put the number dead 00:03:51.000 --> 00:04:01.000 as 1100, the Permanent Secretary for Health put them at 1102 and the International organisations 00:04:01.000 --> 00:04:05.000 put them at 1500. 00:04:05.000 --> 00:04:09.000 The press concluded all were confused. 00:04:09.000 --> 00:04:15.000 Question: What is your verdict and where do you think things went wrong in the communication 00:04:15.000 --> 00:04:22.000 chain? 00:04:22.000 --> 00:04:26.000 What information is needed for communication in a disaster situation? 00:04:26.000 --> 00:04:37.000 You need to know the site of disaster, type of disaster, time of disaster, and time information was received, 00:04:37.000 --> 00:04:41.000 the number of casualties and their flow or progress, 00:04:41.000 --> 00:04:47.000 any visiting VIPs or other important officials, 00:04:47.000 --> 00:04:53.000 relevant ministry and what has been done so far, 00:04:53.000 --> 00:05:02.000 assistance required and any important appeals for blood and other logistics, 00:05:02.000 --> 00:05:11.000 response efforts at the time, and their successes and limitations. 00:05:11.000 --> 00:05:15.000 These are 5 Communication Failures that Kill Operational Success: 00:05:15.000 --> 00:05:18.000 Mixed messages from multiple experts, 00:05:18.000 --> 00:05:23.000 Information released late, 00:05:23.000 --> 00:05:28.000 Paternalistic attitudes (especially towards the affected communities), 00:05:28.000 --> 00:05:35.000 Not countering rumors and myths in real-time - the grapevine, 00:05:35.000 --> 00:05:45.000 Public power struggles and confusion, especially between intervening agencies. 00:05:45.000 --> 00:05:49.000 Let us look at Scenario 2: a flood. 00:05:49.000 --> 00:05:56.000 In a recent flooding in one of the countries, a pressman asked how many people were in need 00:05:56.000 --> 00:05:58.000 of blankets. 00:05:58.000 --> 00:06:01.000 The medical officer of health answered, 'none'. 00:06:01.000 --> 00:06:12.000 Later, it was found that all the 3000 flood victims needed non-food items like blankets. 00:06:12.000 --> 00:06:17.000 Whose responsibility was it to provide the right information? 00:06:17.000 --> 00:06:26.000 These are five communication steps that boost operational success: 00:06:26.000 --> 00:06:29.000 Execute a solid communication plan. 00:06:29.000 --> 00:06:37.000 Be the first source for information before other alternative sources get it. 00:06:37.000 --> 00:06:40.000 Express empathy early. 00:06:40.000 --> 00:06:42.000 Show competence and expertise. 00:06:42.000 --> 00:06:47.000 Show that you are in charge of the situation. 00:06:47.000 --> 00:06:50.000 Remain honest and open 00:06:50.000 --> 00:06:54.000 Thank you for listening.