Suchergebnisse

The purpose of this paper is to develop a framework for performance indicators to measure and improve crisis communication preparedness of public authorities. Such an instrument supporting organizational learning has not yet been developed for crisis communication. Literature is used to create a basis and the framework is derived from a process model with various phases integrating communication activities with crisis management. In the paper, the development of the instrument is explained and justified. Furthermore, an example of its use is provided in which the instrument is used for an auditor evaluation of a water contamination case. A next step for future research could be to analyze and compare a number of measurements.

An audit measurement of crisis communication preparedness was conducted for 67 organizations, mainly on the national level, in Finland. This unique project was one of the ways to implement new crisis communication regulations getting into force a year earlier. Its purpose was to strengthen central government communication in incidents and emergencies. The audit consisted of a digital survey in the participating organizations and a reflection meeting on the level of each of the 14 branches involved. The indicators were customized taking the crisis communication scorecard, developed in an international project, as a basis. In addition, several meetings were arranged to facilitate related interorganizational learning and exchange of practices. The findings showed diversity across the different branches of government and led to an exchange of practices. The evaluation of the measurement tool confirmed that it had been good to include reputation issues in the indicators for the national government level, as crises are diverse and can be initiated by reputation issues, or emergencies may also bring up reputation issues. ; peerReviewed

The complexity of current disasters creates a challenge for crisis communication. This paper aims at identifying gaps in communication in disaster management experienced in practice in order to facilitate learning from those situations. The research was conducted using a qualitative online open-ended questionnaire. It shows that despite the developments in the discipline, communication as an integral part of decision making in disaster management needs to be further developed. The paper provides a practical-oriented overview of the communication constraints in complex crisis situations, which has not been provided so far. This research is part of an international project developing performance indicators for a quality measurement system for crisis communication. ; peerReviewed

The complexity of current disasters creates a challenge for crisis communication. This paper aims at identifying gaps in communication in disaster management experienced in practice in order to facilitate learning from those situations. The research was conducted using a qualitative online open‐ended questionnaire. It shows that despite the developments in the discipline, communication as an integral part of decision making in disaster management needs to be further developed. The paper provides a practical‐oriented overview of the communication constraints in complex crisis situations, which has not been provided so far. This research is part of an international project developing performance indicators for a quality measurement system for crisis communication.