City Research Online

Abstract

Effective public communication during Mass Casualty Incidents (MCI) is essential for safeguarding life, maintaining order, and sustaining trust in emergency responders. Yet, high-pressure, information-scarce environments make this communication challenging. This mixed methods study examines public preferences for communication from emergency services during MCIs, drawing on data from a large-scale immersive training exercise. Participants either completed a structured survey assessing the importance of specific communication attributes (N = 217) or participated in qualitative interviews (N = 181). Exploratory factor analysis (EFA) of questionnaire data identified a broad dimension of desired communicative leadership, with a distinct directive-authoritative dimension emerging for Police and Local Authorities. Thematic analysis of interview data identified four overarching communication principles: i) Communication Strategies, ii) Emotional and Psychological Support, iii) Proactivity and Efficiency, and iv) Building Trust and Resilience. Across methods, findings converge on a central requirement: effective communication during MCIs must balance clear, authoritative direction with transparent, empathetic engagement. Members of the public expect responders to provide both honest prognostic information and reassurance that acknowledges emotional needs. This work highlights the need for emergency services to adopt a nuanced communication model that integrates leadership, clarity, and emotional intelligence. Embedding these principles into training and operational doctrine may enhance public cooperation, trust, and resilience during future large-scale emergencies.

Publication Type:	Article
Additional Information:	© 2026 The Author(s). Journal of Contingencies and Crisis Management published by John Wiley & Sons Ltd. This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
Publisher Keywords:	Mass Casualty Incidents, Public Communication, Disaster Preparedness Exercises, Mixed-Methods, Simulation
Subjects:	B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Departments:	School of Policy & Global Affairs School of Policy & Global Affairs > Violence and Society Centre
SWORD Depositor:	Symplectic Administrator

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