Quality Indicators for Crisis Communication to Support Emergency Management by Public Authorities

13 Pages Posted: 9 Apr 2012

See all articles by Pauliina Palttala

Pauliina Palttala

affiliation not provided to SSRN

Marita Vos

University of Jyväskylä, JSBE-CC

Date Written: March 2012

Abstract

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.

Suggested Citation

Palttala, Pauliina and Vos, Marita, Quality Indicators for Crisis Communication to Support Emergency Management by Public Authorities (March 2012). Journal of Contingencies and Crisis Management, Vol. 20, Issue 1, pp. 39-51, 2012, Available at SSRN: https://ssrn.com/abstract=2036876 or http://dx.doi.org/10.1111/j.1468-5973.2011.00654.x

Pauliina Palttala (Contact Author)

affiliation not provided to SSRN

No Address Available

Marita Vos

University of Jyväskylä, JSBE-CC ( email )

Jyväskylä
Finland

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