Crisis Communication in Kahramanmaraş Earthquakes: An Evaluation of Turkish Red Crescent’s Communication Centre (KİMER) Calls During the Disaster

Abstract

This study examines the pivotal role of the Turkish Red Crescent Communication Centre (KİMER) during the February 6, 2023, earthquakes in Kahramanmaraş, Türkiye—termed as the “disaster of the century.” Employing a cross-sectional descriptive epidemiological analysis, the research focuses on KİMER’s crisis communication efforts, analyzing the volume and nature of calls to KİMER’s Call Centre and assessing their impact on disaster management. Data extracted from KİMER’s database from February 6 to December 15, 2023, alongside operational reports and interviews with staff and volunteers, form the basis of both qualitative and quantitative analyses. Findings indicate KİMER addressed over 1.1 million requests through diverse channels, including call centers, social media, and chatbots, showcasing a high degree of adaptability and efficiency. Geographic analysis of requests underscores the direct correlation between disaster impact and assistance demand, highlighting the importance of targeted response strategies. The predominance of information-seeking calls reveals a critical need for timely, accurate communication during crises. The study emphasizes the efficacy of KİMER’s digital platforms and specialized support for vulnerable groups, suggesting enhancements in digital tool usage and geographically focused plans for future disaster management. Ultimately, this research underscores the significance of comprehensive, adaptable communication strategies in disaster response, offering insights for improving crisis management frameworks in Türkiye and potentially in similar contexts globally.