Last updated on Jul 18, 2024

You're facing a rapidly evolving emergency. How do you keep communication channels open with stakeholders?

In an emergency, your ability to maintain open lines of communication with all stakeholders is critical for effective management and response. You're tasked with ensuring everyone, from team members to the public, is informed and able to react accordingly. This may seem daunting, especially as situations evolve rapidly, but with the right strategies, you can keep everyone on the same page and mitigate the emergency more efficiently. Remember, clear communication can save lives, reduce harm, and pave the way for a quicker recovery.

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1 Identify Needs

Firstly, assess the communication needs of your stakeholders. This includes understanding their information requirements, preferred communication channels, and the frequency at which they need updates. For instance, emergency responders might need real-time data, while the general public might require regular briefings. Tailoring your approach ensures that each group receives pertinent information in a manner that is both accessible and actionable for them.

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Dr 'Tayo Mokuolu

Senior Veterinary Officer @ FMAFS | D.V.M, MVsc, Fellow IPMA
Need identification is a support mechanism in any system. Ability to identify the needs of stakeholders gives opportunity to develop an approach to provision of the requirements needed for smooth functionality. Identifying needs requires good communication channel and method in different organization. Knowing What, When, Where and How are various ways of accessing the pattern of communication needed.
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Joseph Pangaro

CSO Integra Serivces
In many instances in many organizations, there are a lot of stakeholders who want to have information. This is legitimate. Unfortunately, it can also interfere with the unseen commanders ability to manage an incident. I would suggest that creating an individual position for someone who can answer those stakeholders who need information without interfering with the person who’s running the incident. This allows for a free flow of information and an unfettered ability of the leader to run the incident.
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2 Establish Protocols

Setting up clear communication protocols before an emergency hits is essential. This includes designating spokespersons, outlining the flow of information, and deciding on the platforms for dissemination. Whether it's social media, press releases, or direct messaging, having these protocols in place allows for a seamless transition into crisis mode, where everyone involved knows their role and how to execute it.

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Joseph Pangaro

CSO Integra Serivces
This is an area that I will speak to. I was recently conducting an on-site threat assessment of a very large high school. In the middle of this assessment, while interviewing the principal, we were advised that a real threat had taken place. A student had sent a photograph to three female students of a handgun saying you better be out of the building by fourth. I’m gonna shoot this place up the on scene commander was inundated with phone calls, texts, and messages from the school board members. They legitimately had a need to know what was going on. But they need to know was interfering with the principles ability to manage the situation. I created a position for a person that would handle those communications, freeing up the principal
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James Brasil, LPEC

Corporate Security, Compliance and Crisis Management Executive
Utilize various communication channels such as email, text messages, phone calls, virtual meetings, and social media to ensure that stakeholders receive timely updates and information through different mediums. Frequent and consistent communication is essential. Keep stakeholders informed about the latest developments, changes in plans, and any actions being taken to address the emergency situation. Create opportunities for stakeholders to ask questions, share concerns, and provide feedback. Encourage an open dialogue to address issues promptly and ensure that everyone feels heard. With these strategies, you can keep open channels, ensuring that information is effectively shared, and a sense of unity and resilience is maintained.
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3 Utilize Technology

Leveraging technology is vital in keeping communication channels open. Tools like mass notification systems can send alerts to a wide audience quickly. Additionally, using collaborative platforms can help teams coordinate their efforts in real-time. It's important to have backup communication methods as well, such as satellite phones, in case conventional systems fail.

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4 Be Transparent

Transparency during an emergency builds trust and helps prevent the spread of misinformation. Be honest about the situation, what is known and unknown, and what is being done to resolve the issue. This openness encourages stakeholders to follow your guidance and can reduce panic and confusion.

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5 Adapt Quickly

An evolving emergency requires the ability to adapt quickly. Monitor feedback from stakeholders and adjust your communication strategy as necessary. This might mean increasing the frequency of updates or changing the messaging to address new concerns. Flexibility in your approach allows you to provide the most effective communication throughout the emergency.

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6 Provide Support

Lastly, ensure that there is support for stakeholders who may be overwhelmed or need additional assistance. This includes setting up hotlines for inquiries, providing resources for mental health support, and offering guidance for those who are directly affected by the emergency. Caring for stakeholders' well-being is a crucial aspect of emergency management.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're facing a rapidly evolving emergency. How do you keep communication channels open with stakeholders?

1

2

3

4

5

6

7

1 Identify Needs

2 Establish Protocols

3 Utilize Technology

4 Be Transparent

5 Adapt Quickly

6 Provide Support

7 Here’s what else to consider

Emergency Management

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You're facing a rapidly evolving emergency. How do you keep communication channels open with stakeholders?

1

2

3

4

5

6

7

1 Identify Needs

2 Establish Protocols

3 Utilize Technology

4 Be Transparent

5 Adapt Quickly

6 Provide Support

7 Here’s what else to consider

Emergency Management

Rate this article

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