3.0 Operational Needs and Requirements
This chapter summarizes many of the problems, needs, and issues experienced by transportation agencies today when responding to disasters, as well as objectives for changing the current system.3.1 Potential Needs and Recommended Solutions
The workshop participants provided an array of issues impacting the dissemination of travel information during disasters. Most ATIS and general information dissemination tools meet with similar challenges and needs during disasters. Listed below is a discussion of the potential needs for enhanced ties between emergency response and application of ATIS assets along with recommendations that are categorized by some common themes and can be employed to help better prepare for and manage disaster-related information.
3.1.1 Inter-jurisdictional Issues
Potential Need – Often cross-agency coordination occurs in a real-time, and unplanned, manner due to the severity of a disaster. This informal activity can also occur within a single state where multiple districts or regions may each have a well conceived and practiced disaster plan, but often the plans are not coordinated with adjacent districts.
Recommended Solution – Due to the large-scale impacts caused by multiple natural disasters in 2005 (primarily large hurricanes), many regions of the country are taking the opportunity to re-think their disaster plans, which includes coordination with non-congruent or distant geo-political areas. For example, using an ATIS to impart evacuation information to the public is a normal procedure given certain events. However, through better coordination the "local" ATIS and media could also inform people about what to do, or where to go once they relocated to a distant, and often unfamiliar, community.
3.1.2 Communicating Using Different Devices
Potential Need – The DOT and other agencies they support should recognize that all communications devices have different limitations, and thus the exact same message cannot be developed for all media. Different devices will inherently have different levels of information, and consequently developing only one "key message" may not be practical.
Recommended Solution – As described above, all parties involved in the message development must understand that there are inherent limitations with each dissemination method. Therefore, the core of each message should be consistent, while the details of the message may need to vary depending on the specific medium. Below are some dissemination tools categorized by the level for which detail a message/system is most suitable:
| Level of Message Detail | Dissemination Tool |
|---|---|
| Most Details |
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| Fewer Details |
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| Least Details |
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3.1.3 Message Content, Knowing the Information is Correct
Potential Need – One problem often experienced is that of having reliable, credible, consistent and timely information to help develop the messages for the public. This also can lead to the problem of not meeting expectations, described below. In addition, the issue of having the media disseminate incorrect information is a common occurrence, which can create an inconsistent message.
As is often the occasion during a major event, the information flow can be limited and/or conflicting. Additionally, the media outlets will often broadcast an initial report, which may not be totally accurate. During a disaster, it is critical that all information is checked and cleared through the EOC and/or JIC to ensure accuracy and consistency. Conflicting reports cause confusion.
Recommended Solution – It is advisable for the responders in the field to be directed to the designated spokesperson like a PIO or JIC to avoid conflict in the message being delivered. During a disaster good quality and actionable information, even if limited, is the best information the public can receive. To ensure accuracy, a group should be assigned to monitor news reports, and be it part of the EOC or JIC, to confirm that accurate and consistent messages are being disseminated to the public. If they are not, immediate action should be taken to correct the reports.
Evacuation messages should be developed ahead of time through practice sessions. Scenarios for potential disasters can be discussed and accurate messages should be developed in a much less stressful environment.
3.1.4 Unrealistic Expectations and Lack of Pre-education
Potential Need – Some emergency-prone areas have good, consistent education programs targeted to specific types of events, such as tornados, wildfires, chemical leaks, or other disasters. For example, in an area that regularly experiences tornados, all in the community are aware of the public notification systems and many know what to do when a warning is activated. However, in many areas, disasters, or the threat of disasters, are often not a common occurrence, making pre-education an important activity. A component of that education that is often not developed, or completely understood, is the level of information likely to be available during and immediately after a disaster. Therefore, people often have unrealistic expectations of what the various public agencies can do, or what information will be available.
Recommended Solution – In emergency-prone areas, the education process needs to be introduced at an early age, primarily through the school curriculum. The education should focus on what to do (or not do), where to go for information (best sources), and what to expect (services may be limited or completely disrupted, mobility may be reduced). There are many national groups that develop education materials for these types of events and can help organize speaking engagements for driver's education classes, or other scholastic settings. Also, there is a need to educate the general public through public service announcements and advertising and other resources about the types of disasters, what to expect and how to be prepared. These should be seen as an opportunity to introduce a wider audience to what an ATIS can do for them on a daily basis and during major events.
3.1.5 Reaching all of the Audiences
Potential Need – Though often referred to as the "general public" or "traveling public," there is not one large cohesive "public." Instead, this large group consists of multiple smaller groups, each searching for a slightly different type or level of information and/or direction from the various reporting or responding agencies. Each group may also have a different level of technological experience or acceptance, as economics and locale often can dictate how communications are received and thus should be provided. It is important to take these multiple groups into account when developing and disseminating messages that are intended to impart specific knowledge asking persons to take action, or inaction, based on numerous variables.
Recommended Solution – The solution begins before an emergency is apparent, with the creation and regular updating as necessary of a region-wide communications plan. The agencies and individuals responsible for developing and disseminating informational messages during a disaster should then understand that there are multiple audiences that require information, and should have a good knowledge of what those are and how best to reach them. Some of the groups that exist include:
- Driving community (in and outside the impacted area)
- Transit dependents
- Younger generations (typically more advanced users of new technologies and devices)
- Elderly (typically more reliant on more traditional and proven technologies)
- Public and elected officials
- First responders' families
- Tourists and business travelers
- Large employers or managers of high-rises/office parks
- Hospitals
- Nursing homes
- Schools
- Large public facilities (jails, arenas, etc.)
- Convention and visitors bureaus
- Trucking associations
- Towing community.
3.1.6 Communications and Power Failures
Potential Need – Often information dissemination methods rely entirely on an infrastructure that is not within the control of the information providers. Though the ATIS provider may have a back-up power supply, or perhaps a limited redundant communications network, it is the intended audience that often is without either, and this can last for days, or longer.
Recommended Solution – There is no complete solution for communications and power failures, whether they occur at the site controlling the information flow (EOC, JIC, ATIS), or at the point of intended reception. It is during these times that alternative means of communications should be utilized, which include in-person communication through loudspeakers (in some rugged or natural areas this is the only true means of communications), HAM radios to communicate with media or other public agencies, static or flip-down signs posted along specific routes, and the full utilization of broadcast radio, as it reaches the largest audience.
