Communicating During & After a Crisis

Effective communication during and after a crisis determines whether people feel informed and safe or confused and anxious. Poor communication increases fear, spreads rumours, and undermines trust. Clear, timely, and compassionate communication builds stability and supports recovery.

What It Feels Like

People in crisis often feel desperate for information. When updates are missing, assumptions and misinformation fill the gap. Staff or community members may experience anger or mistrust if communication seems inconsistent or insensitive.

Everyday Tools & Practical Steps

• Establish a communication lead - appoint one person or team responsible for coordinating updates.
• Use multiple channels - combine emails, texts, announcements, and meetings to reach everyone.
• Be timely - share what is known quickly, even if all details are not confirmed. Promise further updates at set intervals.
• Use plain language - avoid jargon, acronyms, or vague reassurances.
• Show empathy - acknowledge the emotional impact, not just operational details.
• Provide next steps - always include what people can do now, where to go, and how to access help.

Longer-Term Approaches

• Communication plan - prepare templates and channels in advance for different crisis types.
• Leadership training - ensure managers know how to speak clearly and confidently during emergencies.
• Feedback loops - invite questions and address common concerns transparently.
• Post-crisis updates - share learnings, acknowledge contributions, and outline improvements made.

When to Seek Professional Help

• If staff or communities are persistently confused or mistrustful despite updates.
• If rumours or misinformation spread faster than official channels can correct them.
• If language or cultural barriers make communication difficult.

Communication specialists or EAP services can provide guidance and support.

Moving Forward

Good communication saves lives and protects trust. It requires honesty, consistency, and compassion. By preparing in advance and prioritising clear updates, organisations and leaders can help people feel safer and more confident even in times of uncertainty.