Shelter in Place and All Clear messages: closing the communication loop
Let's have a chat about closing the communication loop. I'm talking about the message that tells the public the situation is "all clear" and they can end the actions you recommended. In the warning research space, we've taken to call these "post-alert messages" because sometimes that second message may not be able to state conclusively that the area is safe, but it can provide an update on an investigation, a situation, or an environment and tell people how to go about their daily lives.
This is a conversation that I have with alerting authorities at almost every training that I deliver. There is an implicit recognition of the importance of closing this loop, but there is reluctance to do so - primarily out of concern that it will be perceived as "over-alerting."
We know that over-alerting is represented by number of measurable dimensions, including alert frequency, relevancy, and content. Sending too many messages, to a geographical area that is too big, at a time of day that is significantly disruptive, for a threat that they cannot act upon is a recipe for a frustrated public. But we also know that writing GOOD messages that are complete and clear and issued to those who are directly affected will increase trust in the organization as it demonstrates credibility and competency.
We also know that when a shelter in place message is issued, there MUST be a follow up message to tell people they can come out of their shelter. This is especially so when the initial message says a second message will be sent (follow through is important!).
In many cases, I will see a shelter in place message issued and no follow up; I often wonder how long that population remained in their homes, work places, or other safe place while they waited and wondered if they could come out. And if they did come out, did they learn it was safe some other way? Did they make a guess based upon how long they had been waiting? Did they wonder about their safety as they made that decision?
Today's examples are GOOD examples about an organization that closed the communication loop. While neither message says enough about the hazard for people to know what is really going on, the process is complete and that is what I want to focus on.
In this case, the initial message was issued at the top of the hour on 10/10.
It includes the name of the sender, instructs people to shelter in place (in ALL CAPS, which is a good practice for calling attention to key words), provides specific location information, and explains the reason for sheltering in place "due to Law Enforcement Activity." Importantly, it tells people how long the alert will remain in place (hopefully this is interpreted as how long a person should remain sheltered).
The second message was issued just 51 minutes later.
This message is sent by a different organization (the police department) and it states that the shelter in place is cancelled and uses the language of "all clear" as a shorthand to indicate that the area is safe and the activity has ended.
If you read the Warn Room blog, you know that there is room for improvement. Anyone who has attended a Warn Room training can now identify what is missing in both of these messages. You can also point to the use of technical language that can use a plain language explanation (see: Shelter in Place and All Clear). But what stands out to me is how they have closed the alert and warning communication loop.
In our research on post alert messages, we found that not sending a message was the least favored practice. Sending a simple message that confirms the event has ended and the prior message is cancelled is second best. To improve upon this message, add a statement that clearly says it is safe to resume, return, or conclude the actions thatwere being taken in response to the initial alert.
I applaud this agency for following through! I'm a firm believer that public trust can increase when good, consistent, actionable information is delivered in a timely manner. It demonstrates competency and shows that the organization is prepared and willing to connect with it's constituents.
If you'd like more tips on how to write your post-alert messages, be sure to download the Post Alert Lexicon and supplemental material, which includes SME-vetted templates for 50 hazards.
