Testing a methodology to improve organizational learning about crisis communication by public organizations.
Purpose: The purpose of this paper is to test a system with performance indicators to improve organizational learning about communication by public organizations enhancing public safety in large scale emergencies. The can be used to conduct a audit or to evaluate communication performance in a real situation or in an . is part of the strategic planning and development of crisis communication. Design/methodology/approach: The construction of the instrument and its theoretical underpinnings are first explained, after which the series of empirical tests that were implemented to scrutinize the clarity and appropriateness of the indicators as well as the usability of the instrument are presented. The process approach to , in which the various phases of a crisis are seen as a continuum, and the stakeholder perspective, in which both the diversity of public groups and the network of organizations are taken into account, are applied in the paper. Findings: The tests of the instrument revealed much interest in its use, and it was seen as a potential for the improvement by public organizations of their crisis communication. The tests led to improvements in the structure as well as in the phrasing of the individual performance indicators and their explanation. The indicators were considered relevant and important but too many in number. Therefore, a possibility to use the instrument in three separate parts, relating respectively to the period before, during and after a crisis, should be offered. Research limitations/implications: This study addresses the main factors relevant for crisis communication with respect to the approach chosen, but does not report all the literature and empirical findings that validate the individual indicators as this has been done in other publications. It also presents a series of first test findings but not as yet the results of improvements initiated by using the instrument. Practical implications. The instrument developed shows weak and strong points in crisis communication on the level of single indicators, but also allows comparison of performance in different phases and for the various stakeholder groups, showing where more attention is needed. The instrument developed will be available on an open web site and users will be asked to make the results, rendered anonymous, available for its further improvement. Social implications The paper contributes to effectiveness of management by testing an instrument to facilitate learning about crisis communication. Originality/value Much of the crisis communication literature focuses on reputation crises. This paper discusses crisis communication supporting in the case of disasters and other emergencies that are handled by a network instead a single organization. It provides a clear framework for analysing and assessing the quality of crisis communication and stimulates and thus enables learning and further improvement. [ABSTRACT FROM AUTHOR]/nCopyright of Journal of Communication Management is the property of Emerald Publishing and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Assumption: Different analysis methods for the different data collection methods, mostly content analysis / summary
self-assessments, face-to-face or telephone interview, audit, simulation , Focus group
- Performance aims at identifying and monitoring those areas which are particularly important for the successful implementation of strategy, the so called critical factors- the instrument contains 63 performance indicators: 18 for the preparation phase, 8 for the warning phase, 20 for the phase, 12 for reconstruction phase and 5 for the phase.
Pre-tests for clarity and appropriateness with Individual and group discussion, tests for usability with Case analysis, audit, of simulation - table-top format was used and in addition a game centre with actors was arranged to provide realistic input and simulate the activities of journalists and citizens
pre-tests for clarity and appropriatenesstests for usability
Are the indicators and their explanation understandable? Are the indicators appropriate and important for the of communication in the organization they represent?
It also presents a series of first test findings but not as yet the results of improvements initiated by using the instrument.The indicators were considered relevant and important but too many in number. Therefore, a possibility to use the instrument in three separate parts, relating respectively to the period before, during and after a , should be offered.
The tests of the instrument revealed much interest in its use, and it was seen as a potential for the improvement by public organizations of their communication. The tests led to improvements in the structure as well as in the phrasing of the individual performance indicators and their explanation. The indicators were considered relevant and important but too many in number.Therefore, a possibility to use the instrument in three separate parts, relating respectively to the period before, during and after a crisis, should be offered.
to test a system with performance indicators to improve organizational learning about communication by public organizations enhancing public safety in large scale emergencies.
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