Left in the Dark: The Unmet Need for Information in Humanitarian Responses

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:

• In emergency agencies, make someone responsible and accountable for information and communication needs of people in disaster situations. Choose someone with expertise in participatory media programming for affected populations, who understands the information needs of beneficiaries in emergencies, can devise strategic responses to meeting them, and provide the focal point for implementing them.
• In order to present consistent information, plan for coordination and strategic links to allied information efforts, including advocating for strong government communication planning.
• Make regional disaster risk reduction plans, including media landscape studies which map out a population’s regular media access (including mobile phones, internet, film shows, videos, camp radios, etc.) and usage under normal circumstances.
• Invest in preparing for emergency information needs, particularly preparing supplies to deploy within 48 hours of a disaster. Include stockpiling equipment - key broadcasting equipment for damaged stations, wind-up radios, 'radio in a box', or ‘radio station in a suitcase’ - and preparing emergency lifesaving information packages in appropriate forms.
• Develop a prior understanding of how populations in disaster-prone areas source information to determine the best channels for information flow: for example, local media, local religious networks, and local civil society groups.
• Ensure early and frequent two-way communication with affected populations, understanding not only what populations need, but also what they need and want to know.
• Understand and facilitate the ability of local populations to source, share, and transmit information through new technologies.
• Build, as well as restore, communication infrastructures.
• Turn more donor attention to the role of communications strategies within projects that they are funding – commission studies on information needs related to disaster relief, build budget lines for funding communication in affected communities, ensure local government funding and expertise for their citizen outreach, consider funding newsletters and other channels dedicated to information response.