Overcoming Wildfire Communication Challenges This Season
Discover best practices and tools you can use to ensure your wildfire communication is poised to protect your people and organization during this incredibly active season.
Every year, wildfires break sobering, destructive new records. By August of 2021 alone, over two million acres of land have been burned, hundreds of homes and other structures destroyed, and many more families displaced. Thousands of firefighters and other emergency workers are continually at risk of serious injury or death. Businesses close, entire communities grind to a halt. And worse yet? The fires are getting more severe, and wildfire seasons are lasting longer.
While an obvious hazard to anyone, wildfires can be particularly challenging for businesses. One of the biggest challenges they face during a wildfire is communication. Wildfires can grow from a small brush fire into an inferno that engulfs thousands of acres in a matter of hours, leaving little time to react.
In 2020 the LA Times reported the challenges that county officials in California faced when trying to send evacuation alerts. Some messages were delivered to too many people, others to too few, and still others failed to send at all—due to the complexity of the county’s emergency communication system and coding errors.
Having the right technology, processes, and training in place can ensure those in harm’s way are given the information they need to protect themselves and their loved ones at a moment’s notice. In this article, we’ll go over best practices and tools you can use to make sure your wildfire communication is poised to save lives and protect your organization.
Preparation for All
Government agencies and businesses alike struggle to effectively manage a wildfire situation. Often, their challenges begin with the misconception that, as long as first responders and business leaders can communicate with each other, the emergency response plan is sufficient.
In fact, one of the most common mistakes made by government agencies and businesses is to simply not communicate about threats until it’s too late. As Stan Szyptek, President and CEO at Fire & Life Safety, Inc., said about his experiences with his clients, “Where many [businesses] could have done better… was they didn’t have communication capabilities in place to provide that warning.”
Communication with these groups can be difficult, but there are some best practices to keep in mind when doing so. Communication challenges before, during, and after a wildfire can be solved with the following strategies:
How to Approach Wildfire Communications
1. Before a wildfire
There’s no use waiting until you’re forced to evacuate to think about wildfirepreparedness. Rather, make sure to prepare ahead of time. Before a disaster like a wildfire strikes, it’s important to know how you’re able to get in touch with everyone in your organization. And not just your employees. You might also need to reach your customers, suppliers, or even the public, depending on your location and the type of work your organization does. This plan should also include a mass notification system that can reliably reach that wide audience.
Gather as much contact information from your audience as possible, such as phone numbers, emails, home addresses, and the like. These redundancies will allow you to take advantage of multi-channel emergency notification systems later. Some tools even allow you to monitor user locations via location data from a mobile app.
Seek out tools and methods to help you assess your organization’s level of wildfire risk, as well as the risk to individuals and specific business units. Communicate expectations to your team so they are prepared if and when a wildfire sparks to life in your area.
When a wildfire is approaching, the last thing you want to have to do is troubleshoot technology. After preparing your communication plan and tools, you need to test everything to make sure it’s ready to go. Send your audience test messages, and identify anyone who didn’t receive them to expose errors.
Your emergency managers and employees will feel more comfortable in an emergency if they know that they can rely on you for prompt, helpful information.
2. During a wildfire
When the sky turns orange and a wildfire nears, it’s crucial to have a stream of up-to-date, reliable information on the status of the fire. Your local police and fire authorities are the best resources for this, but local news and even social media can hold valuable information. Some emergency notification systems, such as AlertMedia’s, are able to natively integrate threat intelligence feeds from vetted sources and even in-house analysts.
Employing a robust notification system will do wonders for your organization’s wildfire communications capabilities, but even still you have to focus on message frequency. If your users rarely receive any communication from you, they might feel abandoned and uncertain about what to do, which can leave them in harm’s way.
Then again, sending too many notifications can induce “notification fatigue.” After being bombarded with alerts, people tend to ignore or even disable them. Walking this line is a balancing act, but it can drastically increase the effectiveness of your wildfiremessaging. If you find that a situation calls for more frequent updates, as a large wildfire might, you can set up a landing page such as AlertMedia’s event pages. Here you can gather additional info that you wouldn’t want to include in your alerts. These might include multimedia elements like news stories or images.
3. After a wildfire
When a wildfire is finally contained or dies out, emergency managers collectively sigh with relief. However, there’s still work to be done. Before you can resume business as usual, you have to check in with all of your people and assess the damage to your business or property. Surveys and read confirmations are perfect tools to check on everyone: multiple-choice questions can quickly identify who needs help, and read receipts can give you peace of mind that the right people saw the alerts they need to.
Some employees impacted by the fire might not be able to work, or must work in a new location due to road closures, property damage, or personal grief. Communicating in-office and remote work policies and procedures to your company will get your business up and running again as soon as possible. Be sure to remind your employees of the resources available to them so they can get back on their feet.
It’s paramount to have a communication plan in place that takes all of this into account, but even then there are some common roadblocks to keep in mind. We’ve broken down some of the most difficult elements of communicating during a wildfire and provided solutions so that your safety plan runs smoothly.
7 Wildfire Communication Challenges and How to Conquer Them
1. Uncertainty about message receipt
With many emergency communication solutions, it’s difficult to know whether a message reached its intended audience. Often, a business utilizes one or two communication channels, such as phone and email, with no way to know if the intended recipient listened to or opened the alert.
Solution: Use robust communication software
Businesses need to leverage every line of communication they can, including phone calls, email, texting, mobile app push notifications, social media, and intranet sites. An integrated, multichannel communication system gives businesses a quick way to reach all employees, no matter which device they’re using, and track the read rates of each message.
2. Inconsistent messages
Without the use of pre-built templates or clear protocols, it’s easy for messages to miss their mark. One study by the University of Oregon found that emergency messages during a wildfire are often conflicting or confusing, and that information was old or inaccurate. This is especially true if multiple, uncoordinated agencies are sending messages.
Solution: Use pre-built templates and audience segmentation
An effective emergency communication system should offer templates that a user can pre-build for different situations, such as a wildfire. You should take your time developing concise messaging in times of calm that you can instantly access and send in times of emergency. You should then segment messages according to the audience to reduce irrelevant information and ensure the right message is getting to the right people at the right time.
3. Misaligned internal priorities
Unfortunately, many businesses downplay the importance of emergency communications. Even State and Federal governments fail to properly prioritize communication in inter- and intra-agency situations and in cases of public safety.
Solution: Move communication to the top of your list
We cannot overstate the value of communications to wildfiremitigation. Getting executive buy-in will ensure communication is a priority in your emergency response plan. Companies should invest in a comprehensive emergency communication system that gives businesses the ability to protect employees and maintain business continuity.
4. Unclear roles
As with any project, when roles and responsibilities are unclear, effective communication is nearly impossible. Unclear roles and responsibilities were identified as one of the major problems with the Sonoma County wildfire response. Executives and administrators who aren’t properly trained can cause more harm than good. Employees are misinformed, or worse, never receive the information they need to protect themselves or to mitigate the emergency.
Solution: Designate and communicate roles
Every business should have roles and responsibilities clearly documented, communicated, and rehearsed. Outline who makes key decisions, who is responsible for project management of communications, who will gather information from various sources, etc. As you develop your plan, you should assign a specific person to every task.
5. Lack of training
As witnessed in the Sonoma County fires, all of the technology in the world won’t do much good if the people tasked to use it aren’t trained. Speed is paramount in an emergency. The longer it takes someone to figure out the communication system, the more lives are at risk.
Solution: Train often and well
Training should be at regular intervals with full role-playing involved. Businesses should expect every person with responsibility in the emergency plan to complete the training together in order to perfect coordinated efforts. Promote regular use of consistent communication on the system, establishing best practices along the way. Appoint skilled users as educators to lead and train others.
6. Lack of documentation
An emergency can be chaotic. Properly documented instructions are critical to adequate preparation and response. According to the independent Assessment Team that evaluated the Sonoma County response efforts in 2018, “Checklists or detailed procedures for deciding what warnings to issue, when, and in what form appeared to be almost entirely absent.” And available messaging templates did not include wildfires—leaving alert operators scrambling.
Solution: Document and distribute
Develop integrated standards of practice, document every step of the emergency procedure, and then distribute the protocol to stakeholders and employees. Make the procedure easy to follow by using graphics such as a flow chart. An overall plan should accompany each role’s individual responsibilities. Ensure accessibility by all stakeholders.
7. Inadequate technology
Some businesses lack appropriate emergency communication technology. Others use piecemeal email, phone, and internal communication systems. Still others have systems they don’t use properly. Conflicting and inconsistent use of technology causes confusion, drains resources, and wastes precious time.
Solution: Keep it simple
Technology doesn’t have to be complex. Invest in a single, integrated emergency communication system that offers flexible, scalable functionality. Make sure the people who will be using the technology receive proper training. They should be completely comfortable with it so that in an emergency they can activate it without delay.
The Importance of Simplicity
Communication during wildfire season is high stakes.
During the California wildfires in 2017, officials admitted the “lack of communication is what prevented [residents] from knowing the fire was coming closer […] alerts were sent out, but not everyone […] received them.”
The KPMG assessment of the Fort McMurray wildfire found the same, saying there were “challenges due to a lack of consistent use of communication technology.”
Daniel Gonzales of the RAND Homeland Security and Defense Center said of the Camp Fire in California, “it should be possible to do much better…to minimize errors that might happen during a very stressful set of conditions.”
Mr. Gonzales is completely right. The seven challenges above tell much of the story—but one message underlies them all.
Simplicity alone can solve many of the challenges that businesses and state officials face in their communication. Complex, unintuitive systems require more training, result in more mistakes, and are less likely to be trusted in a critical situation.AlertMedia sets itself apart by providing the simplest, most modern emergency communication solution on the market. We have helped thousands of customers communicate during wildfires and every other type of critical event—overcoming these communication challenges and keeping their people safe, informed, and connected.