Designing Crisis Communication for Multicultural Communities

Other conference contribution, 2023

This research investigates crisis communication challenges within multi-cultural, socio-economically disadvantaged Swedish suburbs, pinpointing a significant trust and comprehension disparity between local authorities and the community. The study introduces a unique knowledge transfer methodology, spotlighting the crucial role of community-based facilitators in bridging communication gaps and fostering trust. These facilitators serve as crucial intermediaries, ensuring accurate, culturally-tailored information dissemination, and reciprocally, they provide authorities with invaluable community insights. The research emphasizes the necessity of user-centered design methods in crisis management, highlighting that effective information design solutions extend beyond technological innovations. They also encompass changes in procedures, policies, and roles, as exemplified by the facilitator’s solution presented in this study. This approach not only addresses immediate communication issues but also sets a foundation for a more inclusive, empathetic, and effective crisis communication strategy. Future work is recommended to refine these solutions further and explore new strategies for enhancing crisis communication in diverse, complex settings.