This paper examines the critical challenge of managing media communication during crisis situations, specifically how incident command systems and emergency management officials can prevent conflicting information from hampering rescue and response operations. Using case studies from Hurricane Floyd and the September 11 attacks, the paper demonstrates that establishing joint information centers, coordinating with media sources, and maintaining consistent communication are essential strategies. The paper argues that crisis managers must proactively cooperate with media outlets to ensure accurate public information while maintaining operational focus, and that preparation and coordination protocols reduce the impact of unanticipated public responses such as panic or civil unrest.
Media coverage of natural disasters and emergency crises is expected to provide audiences with a constant flow of information to facilitate preparedness and offer accurate accounts of unfolding events. However, when mainstream media covers such situations, they frequently provide conflicting information that may frustrate response and rescue operations. The consequences of poor media coordination become clear through examination of high-profile cases.
Hurricane Floyd in Florida received significant criticism due to what was termed unnecessary evacuation procedures. The Division of Emergency Management believed their plan to carry out large-scale evacuation in all areas perceived to be in extreme danger was practical (Husock and Howitt, 1). Public shelters had been prepared well in advance. However, after the massive evacuation of 2.5 million people across Florida, Hurricane Floyd bypassed the state and passed around the coastline. ABC News termed Floridians "safe but annoyed" as drivers were left stuck in traffic jams for more than ten hours, making the evacuation larger than what had been planned. The staff within the incident command were deemed inexperienced since, over three years, they had dealt with five hurricanes and were expected to have mastered situations requiring such massive evacuation operations.
Similarly, during the September 11 attacks, Chief Plaugher, identified as the public face of the unfolding events, noticed that in efforts to rescue the injured and evacuate workers trapped in buildings, a critical factor was overlooked: dispensing information about the Pentagon attack to the media (Varley and Howitt, 22). Because of this communication gap, journalists relied on incomplete and inaccurate information, resulting in negative and conflicting reports that compounded the crisis environment.
These incidents demonstrate that without coordinated media engagement, emergency responders face a two-fold crisis: managing the physical emergency while simultaneously managing misinformation that can undermine public trust and operational effectiveness.
In light of such incidents, it is important that crisis managers cooperate with the media to give accurate and reliable information to the public. Joint information centers should be established where information will be integrated, organized, and coordinated before being released to the public. Consistent accounts of incidents should also be released to mainstream media to prevent wrongful conclusions and speculation.
Joint information centers should be rigorous in correcting any false information that may be disseminated. Enabling a variety of media outlets to obtain information from one authoritative source will enhance cooperation between the media and the Incident Command Teams. This unified approach also prevents the tendency of media to drift away from coverage once nothing new can be reported, as the main objective remains keeping the public informed with verified facts.
According to Varley and Howitt, incident command systems should ensure that the president and other senior officials, if present at the scene, are engaged in conversation during emergency response (23). The interactions between rescue teams, command leaders, and senior officials may provide the public with assurance that the situation is under control. Additionally, it is crucial that all teams present at the site identify their leading commanders to avoid situations where authority conflicts facilitate conflicting information.
EMS providers and emergency response teams must develop strategies to handle unexpected public responses concerning panic, unexpected actions such as looting or rioting, and other unanticipated events. To handle such responses during emergency operations, the first step that should be taken is to bring the situation under control.
During the Pentagon response, rival command posts were established, and the media quickly caught on to the chaotic chain of command and control (Varley and Howitt, 36). However, despite any unexpected public response, the main focus of rescue operations should remain on the people involved, and operational differences should be set aside for the greater good.
Information released to the public should be general until facts are proven to be correct and consistent at all times. Changing reports minute by minute create uncertainty, whereas stable, verified information provides more assurance to the public. The public should also be assured that the concerned agencies are doing their best, which warrants trust and cooperation regardless of unanticipated situations. Although emergencies are often unpredictable, it is imperative that response teams anticipate negative responses beforehand, making it possible to establish a reliable communication system.
Positive and accurate communication should be dispensed quickly to correct any misinformation that may have been disseminated. Those affected should be followed up with to emphasize that the situation is under control. The ability of EMS providers and response teams to handle unexpected results is influenced greatly by preparations made long before emergencies occur.
"Long-term strategies for crisis communication readiness"
You’re 85% through this paper. Sign up to read the remaining 1 section.
Sign Up Now — Instant Access Already a member? Log inAlways verify citation format against your institution’s current style guide requirements.