Communications and Information Management
Keeping Everyone Connected and Informed
Learning Objectives
- Identify the four key principles of communications and information management
- Describe the communications management practices and considerations
- Identify how incident information is used
Why Communications Matter
The Lifeblood of Incident Management
Effective emergency response depends on communication - the ability to maintain situational awareness through the constant flow of information.
When Communications Fail
- Responders can't coordinate their actions
- Resources go to the wrong location
- Critical safety information doesn't reach those who need it
- Public receives conflicting or incorrect information
- Lives can be lost
Four Key Principles
Four key principles support the ability of incident managers to maintain the constant flow of information during an incident.
Interoperability
The capacity for emergency management and response personnel to interact and work well together.
Interoperable communications systems enable personnel and organizations to communicate within and across jurisdictions, via voice, data, and video, in real time.
When fire and police can talk directly on compatible radio frequencies rather than relaying messages through dispatch.
Reliability, Scalability, and Portability
Communications systems must work consistently across all situations.
reliable
Familiar to users, adaptable to new technology, dependable in any situation
scalable
Able to expand from small incidents to large-scale situations
portable
Can be effectively transported, deployed, and integrated to support incidents across jurisdictions
Resilience and Redundancy
Systems must keep working even when infrastructure fails.
resilient
Can withstand and continue to perform after damage or loss of infrastructure
redundant
When primary methods fail, duplicate systems enable continuity through alternate methods
If cell towers go down, responders can fall back to satellite phones, radio systems, or mesh networks.
Security
Voice, data, networks, and systems should be secure to control access to sensitive or restricted information.
- Some incident information is sensitive (law enforcement, personally identifiable information)
- Information must comply with data protection and privacy laws
- Access should be controlled based on need-to-know
Match Communications Principles
Match each communications term on the left with its correct definition on the right. Click a term, then click its matching definition.
Principles
Definitions
Knowledge Check
Match each communications characteristic to its definition.
Communications Management
Managing Communications Effectively
Incident personnel must manage communications effectively using various methods. Good communications management requires planning and coordination.
Four Types of Standardized Communications
Strategic Communications
High-level directions, resource priority decisions, roles and responsibilities, and incident management courses of action.
Tactical Communications
Communications between on-scene command and tactical personnel and cooperating agencies.
Support Communications
Coordination of support for strategic and tactical communications.
Public Communications
Emergency alerts and warnings, press conferences, public information releases.
Communications Planning
Planning for Effective Communications
All stakeholders should be involved in communications planning to develop integrated and interoperable plans.
Planning Determines
- What communications systems and platforms are used
- Who can use the communications systems
- What information is essential
- Technical requirements for equipment and systems
Agreements
Agreements should be in place between all parties to ensure communications elements in plans and procedures are in effect at incident time.
Includes: Communication systems, data format standards, cybersecurity agreements
Equipment Standards
Standards designed to produce unified communications systems.
- Range of conditions under which systems will be used
- Range of potential system users
- Current nationally recognized standards
- Need for durable equipment
Training
Training and exercises using interoperable systems enable personnel to understand capabilities and limitations before an incident.
Knowledge Check
Which of the following are Strategic Communications?
Incident Information
Information for Decision Making
During an incident, timely and accurate information assists decision making at all levels.
Key Uses
- Aiding in planning
- Communicating with the public, including emergency protective measures
- Determining incident cost
- Assessing need for additional NGO or private sector resources
- Identifying safety issues
- Resolving information requests
Incident Reports
Documentation of incident status, activities, and outcomes
Incident Action Plans
Documentation of objectives, strategies, and tactical assignments for each operational period
Data Collection and Processing
Systematic gathering and analysis of incident-related data
Data Collection Principles
- Follow data collection techniques and standards
- Conduct analysis of data
- Maintain data integrity
- Share information with those who need it
Voices of Experience: Effective Communications
1:43Communications Standards and Formats
Standard Ways to Communicate
During an incident, all personnel are linked by common communications standards and formats.
Common Terminology, Plain Language, and Compatibility
Use of standard terms helps personnel communicate effectively. Plain language means avoiding codes and jargon that others might not understand.
Technology Use and Procedures
Common communications protocols enable dissemination of information among all incident management elements.
Includes: Radio protocols, data sharing standards, network connections
Information Security / Operational Security
Protecting sensitive information while ensuring essential information reaches those who need it.
If you can't talk to each other, you are not going to be able to work together. So part of the interoperability is making sure that our equipment is compatible. The second part is that the terms I use mean the same thing to you.
— Daryl Lee Spiewak, Former Emergency Programs Manager, Brazos River Authority, TX
Knowledge Check
When collecting data, personnel should do which of the following? Select all that apply.
Training Day 7 Complete
Today you learned the principles and practices that keep everyone connected and informed during incidents.
Key Takeaways
Four Key Principles
Interoperability, Reliability/Scalability/Portability, Resilience/Redundancy, and Security.
Four Communication Types
Strategic (policy), Tactical (on-scene), Support (coordination), and Public (alerts/media).
Planning is Essential
Agreements, equipment standards, and training must be in place before incidents occur.
Plain Language
No codes or jargon - say what you mean in plain English during multi-agency incidents.