Challenges in stakeholders self-organising to enhance disaster communication

Purpose The purpose of this paper is to combine disaster risk reduction (DRR) and communication management literature to investigate the challenges and opportunities encountered when stakeholders spontaneously self-organise communication efforts during a disaster. The 2017 Knysna Fire Disaster in South Africa is used as the context. Design/methodology/approach The qualitative, exploratory research was supported by data obtained through thematic analysis of qualitative in-depth interviews and the Facebook page created by the community. Information from the disaster debrief was also included. Findings The findings suggest that disaster information needs to be sent every 30 s to a minute to coordinate rescue and relief efforts. The challenges for disaster management teams to manage this mammoth task and the role that the self-organising community played in assisting the communication process was found not to be recognised in disaster management policies or systems. This adversely affected the work of the disaster management team and stakeholder relationship. Research limitations/implications This study focussed on one disaster. Future studies could possibly compare various disaster examples to provide even greater insight into the self-organising communicative behaviour of those affected by disasters. Originality/value The research gives one of the first clear indications of the scope of disaster communication needed during a disaster. It also highlights the community’s ability to contribute to communication management during a disaster, and which is not catered for in the practice, guidelines or management systems used for disaster management.