LAUSR

Study/Objective: To evaluate the use of, and experiences with a ‘one-stop-shop’ website for information and referral for bereaved people following an air crash disaster. Background: On July 17, 2014 the disaster of Flight MH17 (Malaysia Airlines) took place above Eastern Ukraine. None of the 298 passengers and crew survived the flight, of which 196 were of Dutch nationality. Within 26 hours, an Information and Referral Center (IRC) was set up. Methods: A total of 128 bereaved persons filled out a questionnaire, and 22 bereaved persons joined in to 5 focus groups to discuss their experiences. In addition, data was gathered via a popup questionnaire on the IRC itself, as well as statistics of website use. Finally, in a series of 16 interviews, representatives from all the agencies involved with the IRC, were asked about their expectations and experiences in the development of the IRC. Results: Three main goals of the IRC were tested. (1)Dependable information: The IRC is seen as a dependable source of information. Specifically appreciated was the availability of news before it appeared in the media, and its function as a newsarchive. (2) Peer-to-peer contact: Results on this goal were more ambiguous. Some of the bereaved used the IRC for personal contact, most however, had difficulties sharing via an open forum, and preferred real-life contact. (3) Collection of meaningful data on specific needs: It proved difficult to generate data on specific needs for additional care. Conclusion: Systematic evaluations, including experiences from bereaved persons, as well as the organizations facilitating online communities as the IRC are scarce, and underlying assumptions are rarely made explicit or tested. Based on a more elaborate presentation of the results in the presentation, assumptions on what an IRC should constitute will be further discussed.