Stories from the field
Pioneering better emergency communications in Haiti
An independent evaluation into the International Federation of Red Cross and Red Crescent Societies’ (IFRC) beneficiary communications program in Haiti has shown just how critical information is to people in the aftermath of a disaster.
Of the thousands of Haitians interviewed, 74 per cent reported receiving information from the Red Cross. Of these, 96 per cent said the information was useful, 83 per cent reported taking action based on it and 73 per cent shared the information with somebody else.
Over the last 18 months the beneficiary communications program has provided information on a wide variety of topics, from health, hygiene and cholera, to weather alerts and hurricane preparedness tips. It has also evolved and increased its focus on two-way communications as a way of giving Haitians a voice, ensuring their needs and opinions are represented in the recovery process.
The program uses a variety of old and new technologies including text messages, a weekly radio show, posters in camps, and a local call centre.
Allowing beneficiaries to ask questions about services the Red Cross provides is critical and a partnership with a local call centre lets water and sanitation and shelter recipients ask questions and log complaints. Eighty five per cent of people interviewed were happy with this service and appreciated the chance to ask questions, however, only ten per cent of respondents had communicated back with the Red Cross and this is an area identified as needing more focus. Already measures are being taken to address this. The introduction of a new Interactive Voice Response phone line in November, 2011 will provide people with recorded information and a free and easy way to give their feedback, through surveys they can take part in by pressing buttons on their phone.
