Handbook for Emergencies - Second Edition (UNHCR, 1999, 414 p.): 21. Communications: Communications Management

Handbook for Emergencies - Second Edition (UNHCR, 1999, 414 p.)

(introduction...)

Using the Handbook

Introduction

Abbreviations

UNHCR's Mission Statement

1. Aim and Principles of Response

(introduction...)

Definition and Aim

Responsibilities

Principles of Response

2. Protection

(introduction...)

Introduction

Protection in Emergencies

Initial Actions

Physical Safety of Refugees

Emergencies as a Result of Changes in Government Policy

Other Persons of Concern to UNHCR

Durable Solutions

Key References

Annexes

3. Emergency Management

(introduction...)

Introduction

The Key Emergency Management Functions

Stages in Refugee Emergency Operations

Key References

4. Contingency Planning

(introduction...)

Introduction

Planning as a Process

Contingency Planning Tasks

Characteristics of a Good Plan

Key References

Annexes

5. Initial Assessment, Immediate Response

(introduction...)

Introduction

Organizing the Assessment

Immediate Response

Protection and Material Assistance

Key References

Annexes

6. Operations Planning

(introduction...)

Introduction

Operations Planning Tasks

Allocation of Responsibilities

Annexes

7. Coordination and Site Level Organization

(introduction...)

Coordination

Organization at the Site Level

Key References

Annexes

8. Implementing Arrangements

(introduction...)

Introduction

Implementing Arrangements

Implementing Procedures

Monitoring, Reporting and Evaluation

Special Considerations

Key References

Annexes

9. External Relations

(introduction...)

Relations with Government and Diplomatic Corps

Relations with the Media

Funding and Donor Relations

Formal Written Communications

Annexes

10. Community Services and Education

(introduction...)

Overview

Introduction

Organizing Community Services

Human Resources

Family Tracing and Reunification

Groups at Risk and Vulnerable Groups

Education

Key References

Annexes

11. Population Estimation and Registration

(introduction...)

Overview

Introduction

Population Estimates

Registration

Key References

Annexes

12. Site Selection, Planning and Shelter

(introduction...)

Overview

Introduction

Organization of Response

Criteria for Site Selection

Site Planning: General Considerations

Site Planning: Specific Infrastructure

Shelter

Reception and Transit Camps

Public Buildings and Communal Facilities

13. Commodity Distribution

(introduction...)

Overview

When to start distribution

Choosing a Commodity Distribution System

Components of Distribution Systems

The Role of Refugee Women

Monitoring

Key References

14. Health

(introduction...)

Overview

Introduction

Health Assessment, Planning, Monitoring and Surveillance

Main Health Programmes

Organization of Refugee Health Care

Human Resources and Coordination

Key References

Annexes

15. Food and Nutrition

(introduction...)

Overview

Introduction

Organization of Food Support

Nutritional Assessments

General Feeding Programme

Selective Feeding Programmes

Infant Feeding and use of Milk Products

Key References

Annexes

16. Water

(introduction...)

Overview

Introduction

Assessment and Organization

The Need

Immediate Response

Water Supply Systems

Water Sources

Pumping Equipment

Treatment

Storage

Distribution

Key References

17. Environmental Sanitation

(introduction...)

Overview

Introduction

Basic Principles And Standards

Human Resources And Organization

Human Excretia Disposal

Solid Wastes

Wastewater

Pest and Vector Control

General Hygiene

Disposal Of The Dead

Key References

Annexes

18. Supplies and Transport

(introduction...)

Overview

Introduction

Organization of the Supply Chain

Supplies

Transport

Reception of Goods

Storage

Stock Management

Key References

Annexes

19. Voluntary Repatriation

(introduction...)

Overview

Introduction

UNHCR's Role in Voluntary Repatriation

Conditions For a Voluntary Repatriation

On Route

On Arrival in Country of Origin

Key References

Annexes

20. Administration, Staffing and Finance

(introduction...)

Introduction

Emergency Staffing

Budget and Finance

Non-Expendable Property and Office Supplies

Office Premises

Official Transport

Office Organization

Key References

Annexes

21. Communications

(introduction...)

Introduction

Communications Management

Telecommunications

UNHCR Telecommunications Network Field Preparations

Key References

Annexes

22. Coping with Stress

(introduction...)

Introduction

Identifying Stress Symptoms

Techniques for dealing with Stress

Key References

23. Staff Safety

(introduction...)

Introduction

The UN Security System

Essential Plans

Security

Security Management

Key References

24. Working with the Military

(introduction...)

Introduction

Categories of Military Forces

Possible Roles of Military Forces in Humanitarian Operations

Coordination Between Military Forces and Civilian Agencies

Key References

Appendix 1 - Catalogue of Emergency Response Resources

Appendix 2 - Toolbox

Appendix 3 - Memoranda

Appendix 4 - Glossary

Communications Management

2. With improved means of communications, even from very remote locations, the proper management of communications has assumed great importance. The structure and flow of communications should reflect that of the management of the operation, with communications being channelled in a properly structured manner.

At each level reports and information received should be analyzed and consolidated before being passed to the next level.

Raw information should not be routinely transmitted simultaneously through several levels of the management structure by copying reports widely, in addition to directing them to the person responsible for action. Distribution of information should be restricted to those who need it for the exercise of their functions and communications traffic in general should be restricted to that which is necessary.

3. Originators of communications should always ask themselves what the purpose of the message is, who will be receiving it, and whether the information contained is sufficient and appropriate for the purpose.

4. Under the pressures of an emergency there is sometimes a tendency to exchange incomplete information. If the information is insufficient for the purpose of the message, and if the matter cannot wait, then acknowledgement of gaps may save time and trouble. For example, "further information being obtained but meanwhile please react on points..."

5. The most appropriate means of transmission for the message should be considered in view of cost, urgency and bulk. For example, avoid using the telephone or fax when the message could be passed by electronic mail (e-mail). Similarly, large amounts of data, unless very urgent, should be sent via pouch or mail rather than bye-mail.

6. Using or developing standard forms can assist communications management, as they can act as a checklist for information usually transmitted in that form of communication (sitreps are an obvious example - see the annex to chapter 8 on implementing arrangements.)

7. An effective referencing system must be used - this is a major factor in ensuring good communications.

Use separate messages for clearly separate subjects.

Correct numbering and/or referencing will greatly help identify earlier communications. It will also provide a means to systematically track actions required and help maintain orderly and disciplined communication. See chapter 20 on administration for more information on a filing system. Annex 1 describes the official UNHCR message identification system which is used by the Telecommunications Unit.

8. The immediate requirement for communications may be satisfied by telephone, e-mail and fax. However, regular pouch, courier or mail services should be established as soon as possible. A checklist for communication needs which should be considered when setting up an office is contained in chapter 20 on administration. In addition, the Checklist for the Emergency Administrator contains guidance, forms and information for setting up different types of communications.