Minimizing Communication Failures during Emergency Response

Communication failures can doom even the best emergency response efforts.  Even if the best possible communication technology is utilized, if it lacks seamless integration with other systems and agencies, it will be inherently inefficient.  Unfortunately, achieving the optimal level of seamless integration is clearly easier said than done.         

Causes of Communication Failure

The foundation of communication tools in the context of emergency restoration encompasses cellular networks, broadband networks, mobile apps, push-to-talk solutions, and similar technological platforms.  These tools and platforms are designed to interface with each other to enhance communication and improve the situational awareness of those in the field. 

Unfortunately, irrespective of the specific technology, communication failures can and will happen.  It is probably unrealistic to expect to completely eliminate the risk of failures, but it is possible to minimize their occurrence.  Here are 5 ways to minimize the risk of communication failures during emergency situations:

1. Build redundancy into communication tools and technology.  Avoid putting all eggs in one basket.  For example, switching to satellite technology can help avoid a communication gap if a cellular / wireless outage occurs. 
2. Ensure field employees are trained so that they know how to use the technology.  Conduct exercises and drills incorporating the technology so that users can practice.  An example of the importance of this can be found in the After Action Report for the 2012 Aurora, CO movie theater shooting, which noted that lack of familiarity with the radio bridging system made a bad situation even worse.
3. Ensure that communication technologies and systems are as simple as possible so that users can pick up on how to use them on-the-fly, even in the absence of training.
4. Maximize relationship-building amongst the folks using the technologies, before an emergency strikes. 
5. Remember that voice communication is only one piece of the puzzle – physical maps, video, floor plans, ad similar tools can be used to enhance communication.

The bottom line is that communication failures during emergency restoration efforts are to be expected, but by following the tips above, their occurrence can be minimized.