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:	This is the peer reviewed version of the following article: Cook, D. , Waring, S., Humann, M. & Alison, L. J. (2026). Insights into Public Attitudes for Effective First Responder Communication during a Simulated Mass Casualty Incident. Journal of Contingencies and Crisis Management, , which will be published in final form at https://onlinelibrary.wiley.com/journal/14685973. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. This article may not be enhanced, enriched or otherwise transformed into a derivative work, without express permission from Wiley or by statutory rights under applicable legislation. Copyright notices must not be removed, obscured or modified. The article must be linked to Wiley’s version of record on Wiley Online Library and any embedding, framing or otherwise making available the article or pages thereof by third parties from platforms, services and websites other than Wiley Online Library must be prohibited.
Publisher Keywords:	Mass Casualty Incidents, Public Communication, Disaster Preparedness Exercises, Mixed-Methods, Simulation
Subjects:	H Social Sciences > H Social Sciences (General)
Departments:	School of Policy & Global Affairs School of Policy & Global Affairs > Violence and Society Centre
SWORD Depositor:	Symplectic Administrator

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