"This study breaks the downward communication challenge in post-tsunami Aceh and Sri Lanka into four main areas. The first looks at the nature of communication problems between organisations and communities. The second covers mass information campaigns, including an overview of the information channels in Aceh and Sri Lanka and how best to use them. The third section investigates complaints mechanisms, and, finally, the fourth section is a brief glance at what has been done to bridge information gaps in Aceh and Sri Lanka. Many organisations are still paying for mistakes made in communicating with communities in the early days of the tsunami recovery effort, resulting in what many call the “broken promises” phenomenon. The inherent problems of managing expectations were exacerbated by a widespread use of translators and jargon and the extreme levels of trauma experienced by beneficiaries. A number of organisations, however, have started to address these mistakes and build communications strategies into projects, developing models that potentially have wide application." (Executive summary)