Public Information in Disasters Joan Heller Public Affairs Coordinator (retired) Brevard County, Florida Office of Emergency Management

The Importance of Public Information n Tells the members of your community what’s happened and what you’re doing about it n Heads off rumors n Helps reduce fear

n Tells residents what they can do to help themselves n Directs the efforts of those who want to help n Strengthens sense of community n Offers reassurance that help is on the way n Increases the public’s confidence in its leaders

PIO Tasks n Attends staff briefings n Writes news releases n Answers telephone inquiries n Organizes news conferences & media briefings n Briefs officials for interviews n Locates background information n Escorts reporters in restricted areas

n May provide resources to out-of-town reporters: n local maps n hotel list n Sets up Media Staging n shelter (tents) n portable toilets n water n food

n May coordinate Rumor Control n Provides web address where all news releases can be retrieved

EOC Website Hits August 28 – September 20, 2004 Normal Hits Per Day: 275 Hurricane Frances landfall 95,863 Hits Four Days Before Landfall

Before the emergency n Identify the PIOs you’ll call for help n Maintain up-to-date media contact information n Set up distribution system

n Ensure PIOs have adequate work space and equipment n Talk about protective measures n Talk about possible evacuation, shelter alternatives

n Media should have a work area near the action (not in the middle of it) n The reporters need to know the ground rules up front n Reporters should be allowed at least periodic access to main EOC room n regular briefings n interviews During the emergency

n n Help the public understand the process, how decisions are being made. n n Explain your priorities. n n Set realistic expectations.

n Understand that the reporter isn't out to get you. The interview n n Look forward to the interview as an opportunity, not a threat.

n Speak to the reporter, not the camera. n Never, ever say, ”No comment." n Don't hedge. If you don't know, say so. n It’s okay to say, “I don’t know.” n Be honest, even when it's embarrassing.

n YOU set the pace. n Consider each question individually. n Take your time. n When you finish your answer, STOP.

n Assume every microphone is on. n Speak in short sentences. n Speak conversationally, avoiding jargon and technical terms.

News Conference n Establish “talking points” – no more than 3. n Include subject matter experts. n Rehearse. n Identify yourself, your position.

n Limit questions. n Plan for an “escape route.”

Joint Information Center Location where all public information officers involved in disaster recovery can co-locate to more closely coordinate information

Getting the Word Out n government access television n billboards n water/utility bills n school/company newsletters n mobile public address systems n postings at community gathering spots n flyers n shelter briefings n information booth n hotline n town meetings n “reverse 911”

The Aftermath n What types of hazards might still exist n How to avoid those hazards n Where help is available n What type of help is available n What to expect from local officials

n Be specific about what’s being done to help residents. n Be sympathetic to those who are frustrated.

“Nobody’s doing anything to help us.”

Psychological Phases of Disaster

Joan Heller (321)