Emergency Information Officer:New tools, new challenges

Calgary Emergency Management Agency

March 2015

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Your instructor

Patrice Cloutier• Team Lead, Ontario Ministry of

Community Safety and Correctional Services• Team Lead, CanVOST

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What we’ll look at today• Emergency Management and the role of the EIO/PIO

• Social convergence and incident communications

• Crisis communications planing and technique (message mapping)

• Summary / Concluding Remarks

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Providing Information During Emergencies

• Characteristics of emergency informationo informs/helps people keep their families

and property safeo persuades people to adopt the behaviour

that authorities recommend (evacuation/shelter in place/survival kits)

o positions response under best possible light (the PR element)

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Providing Information During Emergencies

• What does emergency information (EI) include?o Processes/procedures and channels in place to

communicate accurate and timely information about an emergency, its scope and impact

o Information on how organizations are responding to the incident/emergency

o Complex interactions and information sharing between stakeholders involved in communicating with the public

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Providing Information During Emergencies• What are the sources for EI?

o Incident commander/EOC managero Feedback from responderso Feedback from the public and the media o Information gathered through monitoring

social media channels o EIOs in the field

• Must verify and corroborate source/information• Ensure coordination between all stakeholders

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Providing Information During Emergencies• Perception is reality

o Public’s understanding not all based on factso Social media “rumour mill” and info channel

• Importance of maintaining the public trusto EI needs to address legitimate fears and

concerns o Use effective crisis communications techniques o Many responses have been undermined by

ineffective communications

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Incident Management System• EIO/PIO part of command

staff • Key advisor on

communications/PR to I/C

• Manages all EI-related activities during an emergency

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The EIO Under IMS

• The EIO is responsible for the development and release of emergency information regarding the incident to the public.

• Command must approve all emergency information that the EIO releases.

• During a Complex Incident, the EIO may have others, even a team, to support and perform EI activities.

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EIO Functions Under IMSAdvise Command

Coordinate EI with all stakeholders

Establish an emergency information centre (EIC) and/or media centre

Create key messages

Coordinate media relations

Coordinate web/social media, public inquiry line

Report back to Command any significant information received through public/media sources

Monitor media/social media to counter misinformation/rumours

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The Emergency Information Officer

Prior to incident: Drafts and maintains EI plans Practice: response plans should have an EI component Ensures that incident commanders, EOC and Community Control Group members know the planEnsures that staff are trained to implement the planEnsures that surge capability exists or can call in outside assistance

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The Emergency Information Officer

In simple incidents, might be the only EIO and handles media, all writing and coordination of public inquiries, social and traditional media monitoring

If working shifts, need an EIO for each shiftWhen overwhelmed, implement surge capability

and have assistant EIOs assigned specific duties (media, writing, monitoring, etc)

Note re. sign-off authority for EI materials—at least two, well identified

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EI Activities and Products

How to get the message out!Media advisoriesNews releases Backgrounder/Fact SheetsWeb updates and social media postsTown hall/public meetingsNews conferences and media briefingsInterviewsCredible, trusted spokesperson

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End of part one

The EIO: key command function … Coordination role …Link between site/EOCQuestions and comments