BBC World Trust Service

This 8-page policy briefing is about the value of information and communication to disaster-affected populations. It provides background, examples, and recommendations for agencies to "mainstream" this kind of communication as a priority emergency response in serving disaster victims. Its three parts explore: 1) evidence that information is regarded by affected populations as a critical issue, and what they identify as information needs; 2) the current situation, in which few information and communication demands are being met; why this is; and what structures, systems, and skills are missing; and 3) some clear steps that can be taken to resolve these issues.

The demand for information is presented through the example of the response of Tsunami victims in Aceh. The greatest dissatisfaction of the victims, as stated here, was over the poor information flow. According to the document: "Disaster victims need information about their options in order to take any meaningful choices about their future. Like anyone else, they make decisions based on the best possible information available to them at the time." As the physical and psychological needs of disaster survivors change over time, information needs change also. The stages of information in the aftermath of a disaster begin with the need to know what happened, how to get immediate survival needs satisfied, and what has happened to family members and friends. Providing answers decreases panic and increases survivor capacity to take action. Due to loss of normal information channels, including personnel and infrastructure for radio, television, and telephones, information can become least accessible to those who most need it.


Information needs increase as survivors look for availability of fresh water, shelter, and medical attention. Expectation management is a component of communication at this stage, as relief may not fulfill needs as quickly as expected. In a subsequent stage, people want to know what relief services are available and to what they are entitled. They need to know about recently implemented policies that affect them, such as housing reconstruction guidelines or victim compensation policies. Accountability, responsibility, and transparency of the government and relief agencies need to be communicated. Safety instructions and support of emergency workers are also communication needs.


Unmet communication needs can lead to further trauma and stress. "In particular, psychosocial studies increasingly note that information deprivation actually causes stress and exacerbates trauma..." for those who are internally displaced and have been unable to locate family or friends. Information is needed to give people "a sense of power and purpose over their own destiny. People who have knowledge of issues such as when and where food will be distributed, the amount of allocated rations per person, and how to cook the rations to maximise nutritional value, can help manage logistics, reduce corruption, and improve health and mental wellbeing." The provision of information thus becomes a form of aid and is, as stated here, deserving of prioritisation through the development of effective and properly resourced communication strategies.

However, information and communication needs have been unmet in previous emergencies. In detailing the reasons for unmet humanitarian communication needs, the document points to confusion about the organisational location of this aid, considering that it requires expertise and infrastructural preparation different from public relations. "The humanitarian system as it stands is not equipped with either the capacity or the resources to begin tackling the challenge of providing information to those affected by crises. There is very little dedicated public communications capacity within major humanitarian organisations."


The recommendations to remedy the organisational gaps include:

BBC World Trust Service website accessed on November 4 2008.