IN SUCH a crisis as the current coronavirus scourge, the government -- both the central authority and the local governments -- cannot be expected to run everything smoothly.
Or "hapsay," as President Duterte used Wednesday night the Cebuano-Bisaya word, describing the ideal condition in distributing food and money subsidy. In many instances, nationally and locally, it has not been "hapsay."
What causes confusion? The message influences a lot.
[1] THE MESSAGE MUST BE MADE CLEAR. Duterte announced the transfer of the duty and power of distributing aid in goods and cash "from the politicians" to Department of Social Welfare and Development.
He wasn't expected to give details but either Malacanang or the Inter-Agency Task Force must clarify the scope and meaning of the order. The explanation must come with, or even precede, the actual implementation.
Did the president refer to national aid covered by the law giving him "special powers"? Does the "politicians hands-off" policy include the local aid of, say, rice that Cebu City has been giving?
[2] ONCE CLARIFIED, IT MUST BE SPELLED OUT for local residents by the governor and the mayors, as the case maybe.
What the policy means, how it will affect constituents, the role of Capitol or city mayor or town mayor.
On matters of aid, residents need to know who will get it, what it will be, what they have to do to get it.
People have been confused by the two sites of authority in Cebu City barangays: the barangay captain and chief of Milo (Mayor's Information and Liaison Office). They want to know which official to go to and there's has been no clear and specific rule spelled out.
[3] THE CLEAR RULES MUST COME FROM AN AUTHORITATIVE SOURCE. The mayor or the governor who acts on a matter within his authority, which does not contradict or clash with the policy of the national government (as provided by the special powers act and insisted on by the president.
Constituents, however, must assume that the rules laid down by the local official are valid and within his authority. They must accept them until set aside by higher authority.
Cebu City's policy on wearing face masks contradicts the policy of the national government; AITF has adopted the policy of the World Health Organization. But until taken down by AITF, the city's ordinance requiring face masks in public places stands and must be complied with.
[3] SIMPLIFY, SUMMARIZE THE MESSAGE IN OFFICIAL PRESS RELEASES, POSTS, WEBSITES.
Executive orders and ordinances, even with explanations of governors and mayors, may still be tough to understand for many people.
Most of us do not patiently go through lengthy documents or explanations.
Condense, digest, shorten and present in graphics what the citizen is required to do or not to do. Publish in regular media or post in reliable digital sites -- or as the governor puts it, in "legitimate media" -- but always in the official accounts or websites of the LGU or office concerned.
The stamp of authority and being an official act is affirmed by the source and location of the announcement.
[4] LGU'S CRISIS MANAGER MUST SPOT QUICKLY ANY MISINFORMATION OR UNCLEAR POINT AND FIX IT.
For one, the problem of not having enough quarantine passes has been bugging City Hall, barangay offices and Milos for several days now. And yet people still get murky if not conflicting messages about the actual score.
The crisis manager, with the help of the LGU's communicator, should've promptly identified the cause of confusion and taken it up with the mayor and publicized the clarification -- what residents need to know and be clear about.
Included in the monitoring must be false news and deceptive comments in social media. While identifying, shaming and prosecuting the culprits cannot be ruled out completely, the more urgent job is to correct the misinformation promptly.
Confusion and panic
People are confused enough about Covid-19 and how to cope with it physically, financially and emotionally.
Governments in Manila and in each locality must lessen the uncertainty, which they in defense say is inevitable, by handling the crisis more efficiently than they have done in the past few weeks.
Clear messaging will help a lot. Panic is often set off by ignorance or confusion about what the public must do.
Before, people were told to go to their mayors and barangay captains if they don't have food. Now they're told that politicians would've nothing to do with the aid-giving.