How can you keep Emergency Operations Center communication clear and consistent?

1 Define your objectives

Before you start communicating, you need to have a clear idea of what you want to achieve and how you will measure your success. Your objectives should be SMART: specific, measurable, achievable, relevant, and time-bound. For example, you might want to inform the EOC staff about the latest situation update, request resources from another agency, or coordinate a joint action with a partner organization. Your objectives should guide your choice of communication methods, channels, and tools, as well as the tone, style, and content of your messages.

2 Know your audience

Communication is not a one-way street; it is a dialogue that requires understanding and empathy. You need to know who you are communicating with, what they need to know, and how they prefer to receive information. You also need to be aware of their background, culture, and perspective, and avoid making assumptions or judgments. You can use different techniques to tailor your communication to your audience, such as using plain language, providing examples, asking questions, and giving feedback. You should also respect their time and attention, and avoid unnecessary or redundant messages.

3 Use appropriate methods

Communication methods are the ways you deliver your messages, such as verbal, written, or visual. You should choose the methods that best suit your objectives, audience, and situation. For example, you might use a phone call for a quick and urgent request, an email for a detailed and formal report, or a map for a spatial and visual overview. You should also consider the advantages and disadvantages of each method, such as speed, reliability, accuracy, and security. You should use multiple methods to reinforce your messages and reach different audiences, but avoid conflicting or contradictory information.

4 Follow standard protocols

Communication protocols are the rules and guidelines that govern how you communicate, such as formats, templates, codes, and acronyms. You should follow the standard protocols that apply to your EOC and the emergency management system, such as the Incident Command System (ICS) or the National Incident Management System (NIMS). These protocols help you communicate more efficiently, effectively, and consistently, as they reduce ambiguity, confusion, and errors. You should also familiarize yourself with the protocols of other agencies and stakeholders that you interact with, and respect their differences and preferences.

5 Check for clarity and accuracy

Communication is not complete until you ensure that your messages are clear and accurate, and that they have been received and understood by your intended recipients. You should check your messages for clarity and accuracy before you send them, by proofreading, editing, and verifying the information. You should also check for clarity and accuracy after you send them, by requesting confirmation, feedback, or clarification from your recipients. You should also be ready to correct or update your messages if new or conflicting information arises, and to acknowledge and apologize for any mistakes or misunderstandings.

6 Seek continuous improvement

Communication is a skill that can be improved with practice, feedback, and learning. You should seek continuous improvement in your communication skills, by reflecting on your strengths and weaknesses, seeking feedback from others, and learning from best practices and lessons learned. You should also monitor and evaluate your communication outcomes, by measuring your progress towards your objectives, identifying gaps and challenges, and applying corrective actions and improvements. You should also share your communication experiences and insights with others, and learn from their perspectives and suggestions.

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?