In my last article, I wrote about the hidden threats acronyms can pose to crisis communications. I spoke to the challenges they can present in complex, inter-agency environments, the impacts they can have on new team members and volunteers, the barriers they can cause between agencies and the community, and their inaccessibility for many.

Given acronyms are a necessary evil within emergency management environments for their convenience, I want to talk about some easy ways to reduce the risks of acronym overuse.

Calling out the challenges

Sadly, it’s not enough to apologise for the amount of acronyms to a new starter, or volunteer new to the environment, and then shrug awkwardly.

You need to really lean into the reality of the sheer number of acronyms, how commonly they’re used, and how overwhelming they can feel to everyone. Even to experienced operators. 

Empower your new team members or volunteers to ask for clarity if they don’t know what an acronym means. And catch yourself out when you use one, and then explain it in full, on the spot. I've seen this done well at a recent networking event and it was appreciated by everyone in the room.

By creating a safe environment to ask what an acronym stands for, you’ll encourage your team to ask questions when they need to. Which is a vital quality of any effective emergency management team in any circumstance.

Glorious glossaries

I know, I know. Having a glossary of acronyms seems pretty obvious right? Well, yes it is. But there are few things you can tweak to turn a humble glossary into a gloriously helpful tool.

Different formats

Starting simple, every desk/workstation within an emergency management environment should have a printed glossary on it. Be it in a flip chart, display folder, stuck on a wall. It doesn’t matter. Just make sure it’s easy to find.

From there, having a glossary as an online resource is an ideal next step. It could be on your intranet page, webpage, even a PDF saved to the desktop in a pinch. And if you can build in a search function? Even better.

Different layouts

People process and sort information in different ways. Although listing acronyms in alphabetical order is the most common layout, some small changes might make some big differences for your team.

Some of your team might easily find acronyms in alphabetical order, however other team members might prefer them to be also arranged in categories (positions, agencies, equipment, facilities etc). You could also think about the most commonly used acronyms for the particular environment, and list these first. Ask around, find out what works for your team, present the glossary in the most commonly requested layouts.

Also think about where the glossary is going to appear. If you're putting it on a wall, consider printing it on A3 (or larger), increasing font size and spacing the list out to make it as easy to read as possible.

Training and induction materials

Wherever possible, give your acronym glossary (in each of its layouts) to your new team members ahead of their first shift.

This allows time for them to familiarise themselves, as well as arming them with a resource they can keep and refer to in future. Be sure to call out the awkwardness of having so many acronyms to learn, and set the scene to ask questions, before they've even walked through the door.

This small act could help relieve some anxiety and help your new team member feel supported, setting them up for success before they start.

Seek continuous improvement

We're all guilty of treating content as "One and done". We create the resource, share it around and move onto something else. Particularly when time is of the essence and resources might be short.

But there's so much value in genuinely asking for feedback and implementing changes as needed.

Sometimes we put together a resource with the best information that we had at the time, but then find it's quickly out of date or doesn't land with the audience.

This is where user feedback is so important.

You can make your feedback channels as formal or as informal as you'd like ie surveys, informal check-ins, or even an online feedback portal.

As long as you're authentically asking for feedback on your resources and practices, and adjusting as you go, you'll keep being given improvement opportunities from your team.

You can ask them things like:

• How are you feeling about the use of acronyms in our team?
• Do you have enough resources about them?
• Do the formats work for you?
• Would you like more support or training?

Although it might seem like overkill for one element of your operational environment, it's an easy way to get in the habit of inviting user feedback, supporting your team, and creating an all-important collaborative environment.

Clear communication is key

We know acronyms are unlikely to disappear anytime soon. And honestly, nor should they.

However, by using these strategies - from creating a safe environment for questions, to developing comprehensive glossaries, and seeking continuous feedback - you can reduce the barriers they can create.

Remember, effective communication is at the heart of successful emergency management.

By addressing the challenges posed by acronyms head-on, you'll not only improve your team's efficiency but also foster a more inclusive and supportive work environment.