People problems in communications
Regardless of the degree to which communication plans, procedures and arrangements have been prepared and the communications systems put in place, in the end it is people who will initiate and maintain the flow of information. Therefore, the success or failure of emergency management preparedness and response will often rely on the ability of individuals to utilise the available communications systems and arrangements effectively:
...research on disaster suggests that many communications problems are people problems rather than equipment problems.
(Disaster response: Principles of preparation and coordination, Erik Auf der Heide, 1989)
... if you're going to run a successful disaster operation, you'll have to encourage true communication. You'll have to get people to interact verbally...
(Improving your community's emergency response, US Defence Civil Preparedness Agency, Nov. 1973 ).
Activity 3.10
 Textbook: Auf der Heide, E. Disaster response - Principles of preparation and coordination, Chapter 5, pp. 80-90 (inclusive).
Reading 3.1: Communications - Reaching the public.
Whilst the two readings are from American publications, the issues discussed in them are applicable to almost every environment. Also, reading 3.1 is a number of years old now, however the concepts and principles espoused within it are equally as true today as they were in the early 1970s. In the 1970s we didn’t have satellite communications, mobile phone technology, modern digital radio systems or the internet, however even with these advancements in technology, there is still a need for human interaction with these technologies to make them usable and effective. If there are problems with the human component of these systems, they will become inefficient and ineffective.
These articles are not intended to be used as a 'bible' but are provided rather to stimulate discussion and consideration of the implications that need to be considered when planning and preparing for emergency response communications, and should be of assistance to you in analysing the communications aspects of your selected event.
Having now read these two articles and using your own experiences, or thoughts on the matter, what are some of the major 'people' problems that you can identify? In the table below, insert the various problems that you can identify and then examine the communications systems and arrangements within the pre-impact phase of your event and see if any of these problems were relevant to your event. Your analysis may in fact highlight some problems that have not been identified. Ensure these are included within your table and explained.
Communication systems and arrangements – “People” Problems |
Relevance to selected event |
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Did your list include:
- community apathy;
- ownership of information, not wanting to share with others;
- conflicting terminology;
- lack of training (both initial and maintenance of skills);
- lack of procedures?
