This document discusses engaging citizens and communities affected by natural disasters like earthquakes. It notes that citizens expect uncompensated losses to be covered and fair treatment, while officials aim to follow policy and avoid confrontation, maintain esteem, and meet organizational objectives. The document recommends providing clarity on decisions and decision-makers, choices available to citizens, constraints imposed, empowering citizens with knowledge and trust to make decisions, and tailoring responses to those unable to act.

1. Engaging Quake Claimants
and Community Networks
Learning from complex claims and
local knowledge.
Dr Duncan Webb

2. Expectations
Citizen
• No uncompensated loss
• Comparable treatment
• Time frame accords with
life circumstances
Official
• Compensation according
to policy / law / directive
• Treatment according to
entitlement /
circumstance
• Time frame accords with

3. Motivations
Citizen
• Concern
• Fear
• Anxiety
• Anger
Official
• Confrontation avoidance
• Esteem
• Internal constraints
• Organisational objectives

4. Solutions
• Clarity
• Identify decisions and decision maker
• Choice
• Identify citizen choices
• Direction
• Identify imposed constraints and directions
• Empower
• Equip citizen to know / trust / decide
• Incapacity
• Identify those unable to act and tailor response