1. Chapter 5 Communication1. Purpose. The purpose of this chapter is to detail methods ofcommunication that CFRT members may use and to provide informationthat may improve communication between families, Sailors, and theCFRT.2. Overview. There are many methods of communication but noprescribed plan for how they might be used. Reliable communicationrequires practice – to be effective in the worst case, CFRTs mustexercise communication practices on a day-to-day basis. CFRTs must beable to use any or all methods simultaneously – as a situationdictates to best serve Sailor families. In addition to understandingmethods of communication, an effective CFRT should understand theunique character and traits of the audience of family members withwhom it must communicate. This chapter provides information about thevaried population within the Navy family.3. CPFRP Communications Planning - Communications and Marketing.There are two main objectives in developing a strong communicationsplan to support the CPFRP. The first is to disseminate officialcommunication to the command and families. The second objective isequally important - to market the benefits Sailors and families willreap and the pitfalls they can avoid by becoming actively involved inCPFRP functions like military lifestyle training sessions, workshopsand briefs provided through the command FRG, FFSC, or other resources. a. A CPFRP communication plan must appeal to multi-generationalaudiences using multiple methods and media. The plan should emphasize“pushing” information to the Sailor and family rather than expectingthem to “pull” the information. Command PAOs, Ombudsmen, FRGs, FROsand the NECC Family Readiness Director are good resources to use whenpreparing the CPFRP communications plan. The CPFRP communicationsplan should include, but is not limited to, the following: (1) Introduction of the members of the CFRT to include theguidance of the Commanding Officer for the execution of the CPFRP. (2) Command calendar of family readiness and morale supportevents (3) Descriptions of military lifestyle trainingsessions/briefs/workshops (4) Benefits of attending/promoting trainingsessions/briefs/workshops (5) Schedules for training sessions/briefs/workshops
2. (6) Staff contact information to enroll in trainings throughWebsite links, E-mail addresses, Phone numbers, and Physical location. (7) Promotion of Military OneSource (8) Links to external websites on command website (9) Links to command website on external websites (10) Special event advertisements b. CPFRP communication plan should be reviewed and revised on anannual basis. Considerations for revision include: Measures of effectiveness: Feedback Participation Changes in demographics Changes in programming Changes in resources c. Individual/Official/Routine Communication. The FRO inconjunction with the PAO and Ombudsman facilitates the means by whichthe CO communicates with Sailors and families. To communicate generalinformation about family readiness events, activities, orannouncements, use numerous methods to reach the broadest audiences.Command authorities may contact family members, with or without theSailors consent, when relaying official information directly relatedto family readiness. Official family readiness information includesinformation related to support services and social, informational,care-taking, and morale-building activities aimed at enhancingpreparedness for the total Navy family community. Occasionally, aspouse may refuse contact from the CPFRP. It is imperative thefamilies understand the benefit of CPFRP communications. Both theSailor and the spouse must agree in writing on the decision NOT toparticipate or receive information. In order to decline participationin the CPFRP communication and the information it provides, bothparties are required to indicate and sign their intent on a ContactRefusal form in the presence of the CO. (1) Individual Communication (a) The first time the FRO and/or Ombudsman communicatewith a Sailor and/or family member will determine the perception ofthe command by the Sailor and family. Initial communication with theSailor will be via a Check-In Screening Interview as part of thegaining Sailor’s command check in. Check in interviews for Sailorswill be conducted by the CO’s designated representative, the FRO ordeckplate leadership to assess the status of each Sailor’s personal
3. and family readiness. Some of the questions that might be included inthe interview would be: 1. Is the family residing in the area geographicallyproximate to the Sailor and the command? 2. Is the family residing in base housing? 3. Has the spouse participated in a COMPASS (allspouses) or CORE (Senior Leadership Spouses) session? 4. What is the deployment history of the Sailor? 5. Has the Sailor served as, or are they a currentlyreturning IA? 6. If required, is there a current family care planin place? (b) During their interview, the Sailor will receive aCommand Family Readiness Welcome Packet. The following two items willneed to be returned to the FRO within 10 days of receiving the packet: 1. Authorization form that must be returned to theFRO within 10 working days of receiving the packet. 2. A family member contact form that must becompleted by the Sailor to include additional family members inaddition to the spouse in communication from the command and must bereturned to the FRO within 10 working days of receiving the packet.The Check in interview will be followed by a Welcome Phone Callconducted by the FRO within two weeks of the Sailor and family joiningthe command. The phone call will allow the FRO to create a personalconnection between the family and the command. After the WelcomePhone Call, a Welcome Letter will be sent to the Sailor and familywithin 30 days of attachment to the command. A template for theWelcome letter is included in Chapter 9 of this Manual. The FRO willneed to ensure the letter complies with the message of the CO to theSailors and families within the command. These steps will allow theFRO to make a personal contact with all of the families within thecommand. The FRO will need to continue this proactive outreach whilethe Sailor and family are attached to the command. (2) Official Communication. (a) Communication is every COs responsibility with thegoal of disseminating accurate and relevant information by the mostefficient means possible. During this time of 24-hour media exposurecovering every event across the world, it is vital that Sailors andfamilies of the command rely on the accuracy and timely informationprovided by the CPFRP. The primary goals of effective commandcommunications are:
4. 1. Create two-way communication with the commandfamilies. 2. Provide current and relevant information about thecommand to command families. 3. Protect the operational security of the mission ofthe command and confidentiality of the command’s members, Sailors andfamilies. 4. Provide information and support to families duringtime of crisis within the command. 5. Facilitate rumor control by providing reliableinformation from the command. (b) The CO has several tools (Website, command andombudsman newsletter, care line, ombudsman phone tree, family infobriefs, social media, etc…) at their disposal to communicate officialinformation regarding the command accomplishments and generalinformation about family readiness events, activities, orannouncements. (c) The CO and the CFRT will establish a policy andprocedure for disseminating information to the command and familiesduring a time of crisis. This policy is critical to family readiness.It ensures that when the command crisis plan is put into action by theCO, the FRO, Ombudsman and FRG all understand and can act upon theirspecific and key roles in the communication process and support of thefamilies. (3) Routine Communication (a) Newsletters 1. Over-use of telephone or email for disseminatingroutine information, rather than for important and officialcommunications, will quickly result in Sailors and family membersconsidering ALL messages as “junk mail”. The Command or OmbudsmanNewsletter, is the appropriate venue for routine information. 2. The Command or Ombudsman Newsletter provides avenue for news and updates, addressing current issues, publicizinglittle-known programs, and educating families on the services they mayreceive at their installation or in the surrounding community. TheNewsletter is put together by the Command representative or Ombudsmanwith content suggestions from the FRO, Ombudsman(s) and FRG Leaders,to address specific information pertinent to the command at that time.The Newsletter shall be distributed at least quarterly, or monthlyduring deployment. Confidential, private, or OPSEC information isprohibited. A template is provided in the Samples and Templates
5. section. Ideally, the Newsletter is posted to a website and the linkto the website is distributed electronically. This saves computermemory for both the sender and the receiver. 3. Minimizing the use of “snail mail” to only thosefamily members without computer access is more efficient andeffective. Electronic communications are better received by todaysyounger, tech-savvy Sailors and families. Contact the Base PostOffice to obtain guidance regarding local mailing procedures andrequirements such as labeling, size limits, quantity restrictions,etc.. Information in the Command or Ombudsman Newsletter shall complywith Confidentiality, PII, and OPSEC guidelines. (b) Command website (Reference: SECNAVINST 5720.47B) 1. The command website is the easiest way todistribute information to the widest audience possible. Theinformation needs to remain pertinent to the families and timely tothe events of the command. Because of the open nature of a commandwebsite, special considerations need to be made to protect the Sailorsand the families of the command. Each CO may appoint in writing, awebmaster to manage changes and updates to that command’s website.The webmaster will collect the information that will need to bechanged or added and enter that information into the server/template.After the changes have been submitted, they must be approved by thePublic Affairs Officer (PAO) responsible for that command’s websitemanagement before the changes can be reflected on the open website.The appointed webmaster must proactively track the submitted changesand updates to ensure they are entered in an accurate and timelymanner for the command. Keep the following things in mind whenmaintaining a website: a. Ensure all information currently residing onthe website is reviewed by the command public affairs representative. b. Develop local procedures for the approval ofinformation posted on the command website. c. Additional guidance can be obtained from theN-6, PAO, Group FROs and/or NECC Family Program Director. 2. All websites will include only unclassifiedinformation that is approved for public release and are consideredofficial sites of the Navy. All Department of the Navy websites willreside in a “navy.mil” domain except as follows: a. Institutions of higher education, specificallythe United States Naval Academy, the Naval War College, and the NavalPost Graduate School, and the Staff College may reside in an “.edu”domain.
6. b. Websites for Navy Recruiting may reside on a“.com” domain. c. Electronic commerce or electronic business(eBusiness) Web sites operated for the Navy Exchange Command mayreside on a “.com” domain. 3. Publicly accessible websites are limited to thecommand level. Separate departmental/divisional/office pages willreside within the command website. All websites need to have aclearly stated purpose and approval of the CO. Command websitesshould be updated monthly or more frequently as required by the CO andOPSEC. (c) Careline. Many commands have found that toll freetelephone recorded messages are a good way to provide current, shortmessages to command families such as: A message from the CO during deployment Last minute changes to homecoming flights Meeting time/location event changes.The Careline message should be updated regularly by the CO or thosedesignated by the CO. This message should be updated at least monthlyor more frequently as determined by the CO. Confidential, private, orOPSEC information is prohibited.4. Operational Security (OPSEC). Operational security consists ofmeasures taken to ensure that sensitive information is notcompromised. Deployment areas and times, location of families duringdeployment, the planned return date, and any special pre-deploymenttraining are often considered OPSEC information. This information isnot for public knowledge. Emphasize the need for OPSEC during Pre-deployment and Pre-return briefs as well as and throughout thedeployment. Family members often do not realize that a simplestatement they make in passing may jeopardize the conduct ofoperations and the safety of those involved. Address these issuescandidly. Take these measures to maintain OPSEC: a. Sailors and families must: Avoid discussing operationalinformation over the telephone, in public areas, via email or internet"chat", and avoid discussing knowledge of military events with membersof the media. b. Obtain clear guidance from the CO regarding information thatshould be distributed to families. c. All command Facebook pages must contain the followingdisclaimer under the info tab of your Fan Page:
7. Welcome to the ________ Facebook Fan page sponsored by ____________.This page is intended to provide updated information and discussion on_____________. Please visit our official homepage at ______________.While this is an open forum, its also a family friendly one, soplease keep your comments and wall posts clean. In addition to keepingit family friendly, we ask that you follow our posting guidelineshere. Comments and posts that do not follow these guidelines will beremoved: We do not allow graphic, obscene, explicit or racialcomments or submissions nor do we allow comments that are abusive,hateful or intended to defame anyone or any organization. We do notallow solicitations or advertisements. This includes promotion orendorsement of any financial, commercial or non-governmental agency.Similarly, we do not allow attempts to defame or defraud anyfinancial, commercial or non-governmental agency. We do not allowcomments that suggest or encourage illegal activity. You participateat your own risk, taking personal responsibility for your comments,your username and any information provided. For Official Use Only(FOUO), classified, pre-decisional, proprietary or business-sensitiveinformation should never be discussed here. Dont post personnellists, rosters, organization charts or directories. This is aviolation of privacy. The appearance of external links on this sitedoes not constitute official endorsement on behalf of the U.S. Navy orDepartment of Defense. You are encouraged to quote, republish orshare any content on this page on your own blog, website or othercommunication/publication. If you do so, please credit the command orthe person who authored the content as a courtesy (photo or articlebyline can be U.S. Navy or MC2 Joe Smith, for example). Thank you foryour interest in and support of the men and women of the U.S. Navy.For further information visit the DoD user agreement at:http://www.ourmilitary.mil/user_agreement.shtml. All command Facebookpages must be registered via the Navy’s Social Media Site:www.navy.mil/media/smd.asp.5. Confidentiality. (SECNAVINST 5211.5E) Understanding the protocoland confidentiality of communicating official information is crucial.When dealing with confidential information, the FRO must closelyfollow all of the rules to protect the privacy of the Sailors andfamilies in the command. The CO must articulate to all volunteermembers of the CFRT that failing to maintain confidentiality isgrounds for immediate dismissal. a. Confidentiality and Privacy Guidelines: PII is informationwhich can be used to distinguish or trace an individual’s identity,such as their name, social security number, biometric records, etc.This information alone or in combination with other personal oridentifying information can become linked to a specific individualdata such as date and place of birth, mother’s maiden name, etc. Datathat falls under the purview of the Privacy Act of 1974 is a subset ofPII and will follow the reporting procedures outlined in this policy.Systems retrieving information via any element of PII are subject tothe Privacy Act of 1974. Documents containing Privacy Act information(now characterized as PII) will be marked “For Official Use Only” when
8. created, and then shredded when no longer required (when shredding,cross-cut shredding is recommended). Further, placing documentscontaining PII in recycle bins is insufficient to meet this disposalrequirement since recycling facilities typically bale for transport tocommercial paper companies. Privacy Act information will not bestored on a removable storage device, thumb drive, cd-rom, DVD, orlaptop unless encrypted and password protected. Privacy Act data willnot be maintained on personal computers/ devices. Documentscontaining Privacy Act information will be marked “For Official UseOnly” and shredded when no longer required. Individuals who handlePrivacy Act data must complete Privacy Act training prior to gainingaccess to Privacy Act records. Web-based basic privacy Act trainingpackages are available on the DON Privacy Act office website atwww.privacy.navy.mil. In the event of a situation where personalinformation needs to be disclosed, it should only be shared with theCommanding Officer’s designated representative. b. The CO must determine what information they need to know andwhat events they want to be apprised of. The following examples mightbe situations the Commanding Officer would need to know about: (1) Expectation of media coverage regarding a family issue (2) A serious crime (3) Child abuse or neglect* (4) Spouse abuse* (5) Drug abuse (6) Potentially dangerous situation (suicide) (7) Any situation about which the FRO believes the CO needs toknow*Ombudsmen are mandatory reporters. However, some states require ALLcitizens to report suspected abuse to the appropriate authorities.**While providing services within the scope of their duties,Ombudsman(s) and Official Family Readiness volunteers are afforded thesame tort liability protection as government employees under theFederal Tort Claims Act. In addition, Official Family Readinessvolunteers are subject to laws and regulations (Privacy Act) as ifthey were government employees. c. The FRO has an obligation to the Sailors and families to keepconfidential the personal information shared by command families. Byextension, the CO shall ensure the Ombudsman(s) and Family ReadinessLeader(s) maintain the same commitment to the confidentiality of thespecific and personal information that might be shared with them byfamilies.
9. d. Confidentiality and privacy are protected under PIIregulations as listed above and the Privacy Act of 1974 that limitsthe access to personal information that Sailors provide to thecommand. The information the command collects must be necessary andrelevant to accomplish the mission. Because the FRO, the Ombudsman(s)and Official Family Readiness Volunteers may receive information thatwould fall under the Privacy Act, they will need to understand thedisclosure rules for the personal information they will besafeguarding. e. Several guidelines govern the exchange of personalinformation: (1) Personal information cannot be disclosed withoutpermission from the Sailor and the family or unless you are requiredby law or regulation to disclose the information to the CO or the CO’sdesignated representative. (2) Personal information will only be disclosed to thosedesignated by the CO. (3) General information will not be repeated withoutpermission. General information includes, but is not limited to: (a) Number of children (b) Housing area (c) Work section (d) Type of vehicle (e) Health of family members
10. Generational Traits Baby Boomers Generation X Generation Y 1946 - 1964 1965 - 1976 1977 - 1994 Optimistic and Skeptical, self- Diverse, tolerant, idealistic, value reliant, and self- entitled, and respect directed empowered Prefer personable, Prefer direct, cut-to- Prefer two-way top-down approach the-chase positive of communication communication communication, not afraid to speak up Problem solvers / Look for challenges Parallel thinkers / resistant to change and continued multi-taskers / growth, seek quick educated consumers recognition6. Generational Traits. Some of the main challenges that a FRO mayencounter in effectively communicating with the Sailors and familieswithin the command are the generational differences that exist intoday’s society. There are three distinct generations in today’sNavy: Baby Boomers (1946 - 1964), Generation X (1965 - 1976), andGeneration Y (1977 - 1994). a. Who are they? • Baby Boomers- For the most part, Admirals, Captains,Command Master Chiefs. • Generation X- Mostly Commanders, Lieutenant Commanders,Senior Chiefs, Chiefs. • Generation Y- Mostly junior enlisted but also juniorofficers, the vast majority of Sailors are Generation Y. This segmentof the Navy also requires the most attention and assistance in gainingand maintaining personal and family readiness. b. How do they communicate? Disseminating officialcommunications as well as proactive outreach are critical, and assuch, the FRO must understand the variances in the preferred means ofcommunication within each generation. • Baby Boomers - Prefer a face-to-face, top-down approach to
11. communication, briefings and verbal communication work well. Thisgeneration values respect and is comfortable in waiting for thisinformation, and will act upon the information provided. However,this generation is also resistant to change, so the FRO must becognizant of this trait when communicating information that relates toprogrammatic changes. • Generation X - The first generation to begin seeking outinformation they need instead of waiting to be told. They preferdirect information and bottom line up front approaches tocommunication. As such, they are comfortable using the Internet andinteracting through email to get the information they need. However,they are generally skeptical of programs, and as such will generallyrequire proof of success before widely disseminating programinformation. • Generation Y - No boundaries with regards tocommunication. They freely communicate up and down the chain ofcommand, and are not afraid to speak up, regardless of the audience.They are a virtual generation and like to text and blog and shareinformation in places like "Facebook". However, Generation Y is an“instantaneous” generation who also feel “entitled.”