Quality Indicators for Crisis Communication to Support Emergency Management by Public Authorities
Palttala, P., & Vos, M. (2012). Quality Indicators for Crisis Communication to Support Emergency Management by Public Authorities. Journal of Contingencies and Crisis Management, 20 (1), 39-51. doi:10.1111/j.1468-5973.2011.00654.x Retrieved from http://onlinelibrary.wiley.com.ezproxy.jyu.fi/doi/10.1111/j.1468-5973....
Published inJournal of Contingencies and Crisis Management
© 2011 Blackwell Publishing Ltd. This is a final draft version of an article whose final and definitive form has been published by Blackwell Publishing.
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.