In terms of panic reactions, what do citizens want from the operator?

When citizens are in a state of panic, their immediate focus is often on receiving help as quickly as possible. This urgency stems from feelings of fear and distress, prompting them to seek immediate assistance rather than information about the situation or future resolutions. The operator's role in such scenarios is critical; they need to provide guidance, assure the caller that help is on the way, and take necessary action to address the crisis promptly. While clarification, long-term solutions, and comfort may be important in other contexts, in moments of panic, the priority is decidedly on obtaining swift assistance to alleviate immediate fears and dangers. This emphasis on urgent help reflects a fundamental aspect of crisis communication, where the assurance of prompt response directly influences the caller's ability to cope with the emergency at hand.