An essential element of any effective emergency management system is a focus on customers and customer service. This philosophy should guide our communications with the public and with all partners in emergency management. A customer service approach includes placing the needs and interests of individuals and communities first, being responsive and informative, and managing expectations.
The customers for emergency management are diverse. They include internal customers, such as staff, other Federal agencies, States, and other disasters partners. External customers include the general public, elected officials at all levels of government, community and business leaders and the media. Each of these customers has special needs and a good communications strategy considers and reflects their requirements.