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The Use of Crisis Communication Strategies to Build Community Resilience: Evidence from Emergency Managers
Title
The Use of Crisis Communication Strategies to Build Community Resilience: Evidence from Emergency Managers.
Creator
Haupt, Brittany, Kapucu, Naim, Knox, Claire, Emrich, Christopher, Sellnow, Timothy, University of Central Florida
Abstract / Description
As public administration evolved to encompass a strong focus on supporting safe growth and development for communities, the role and responsibilities of government became increasingly complex with aspects of emergency management becoming quintessential. The ability to assess resilience plays a strong role in understanding the capability of a community to face a range of threats. Additionally, issues with communication uncovered the need to understand how administrators collect, disseminate,...
Show moreAs public administration evolved to encompass a strong focus on supporting safe growth and development for communities, the role and responsibilities of government became increasingly complex with aspects of emergency management becoming quintessential. The ability to assess resilience plays a strong role in understanding the capability of a community to face a range of threats. Additionally, issues with communication uncovered the need to understand how administrators collect, disseminate, and adapt critical information through understanding crisis type and local community needs. This dissertation discusses the connection between public administration and emergency management, the evolution of crisis communication and strategies, resilience and its measurement, along with Situational Crisis Communication Theory. This study conducted an online-survey of county, and county-equivalent, emergency managers across the United States. Results of Structural Equation Modeling included statistically significant relationships between Crisis Type and Local Community Needs on Crisis Communication Strategies as well as between strategies onto Community Resilience. Comparative analysis with the Baseline Resilience Indicators for Communities showed stark contrast in perceived resilience capacity. Follow-up, semi-structured interviews were conducted with voluntary respondents and analyzed via axial, deductive coding. Comparing quantitative and qualitative analysis highlighted the importance of county characteristics, critical relationships, overcoming obstacles, need for learning and adaptation, and importance of communication.
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Date Issued
2018
Identifier
CFE0007013, ucf:52046
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007013
DEVELOPING A SPATIAL INTERFACE FOR INFORMATION VISUALIZATION AND MANAGEMENT IN A CRISIS RESPONSE SCENARIO
Title
DEVELOPING A SPATIAL INTERFACE FOR INFORMATION VISUALIZATION AND MANAGEMENT IN A CRISIS RESPONSE SCENARIO.
Creator
Costello, Anthony, Tang, Arthur, University of Central Florida
Abstract / Description
The focus of this study was to investigate how a spatial interface can be effectively utilized to support information presentation and information integration via human-centric data visualization, leading to decreased cognitive load, more accurate situation awareness, and subsequently, improved task performance. In high tempo, information intensive environments like those managed by an emergency operations center (EOC), information organization tools are essential. Though users can be trained...
Show moreThe focus of this study was to investigate how a spatial interface can be effectively utilized to support information presentation and information integration via human-centric data visualization, leading to decreased cognitive load, more accurate situation awareness, and subsequently, improved task performance. In high tempo, information intensive environments like those managed by an emergency operations center (EOC), information organization tools are essential. Though users can be trained to use conventional email software applications efficiently, the constraints of the information management paradigms inherent to conventional systems may limit a user's ability to gather context and create an accurate picture of the situation. It is possible that new data visualization techniques and information management paradigms may improve a user's performance far beyond these limits. To address these issues, theories regarding information management, cognitive workload and data visualization paradigms were explored and applied to create a software prototype spatial interface. This study focused on how an individual member of an EOC would need to collect and organize incoming incident reports (e.g., emails) for the purpose of quick analysis and integration. The operator then used this information to build a picture of the event or events taking place in their sphere of influence. Performance metrics were applied to determine whether or not an individual could perform faster and more accurately with the Incident Report Visual Organizer (IRVO) prototype software interface as opposed to a conventional interface (Microsoft Outlook). The findings from this exploratory evaluation are discussed, as well as the potential implications of utilizing spatial interfaces to manage information in dynamic environments.
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Date Issued
2007
Identifier
CFE0001770, ucf:47264
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0001770
FACTORS INFLUENCING EFFECTIVENESS OF INTERORGANIZATIONAL NETWORKS AMONG CRISIS MANAGEMENT ORGANIZATIONS: A COMPARATIVE PERSPECTIVE
Title
FACTORS INFLUENCING EFFECTIVENESS OF INTERORGANIZATIONAL NETWORKS AMONG CRISIS MANAGEMENT ORGANIZATIONS: A COMPARATIVE PERSPECTIVE.
Creator
Sahin, Bahadir, Wan, Thomas, University of Central Florida
Abstract / Description
Crisis management has become one of the most important public policy areas in recent decades with greater numbers of manmade and natural disasters. History showed that well-implemented crisis management policies can save lives and reduce costs in a disaster. Literature offered various suggestions for more effective crisis management policies with different techniques utilizing different theoretical frameworks. Informal relationships among crisis management employees were suggested to have a...
Show moreCrisis management has become one of the most important public policy areas in recent decades with greater numbers of manmade and natural disasters. History showed that well-implemented crisis management policies can save lives and reduce costs in a disaster. Literature offered various suggestions for more effective crisis management policies with different techniques utilizing different theoretical frameworks. Informal relationships among crisis management employees were suggested to have a positive impact on crisis management effectiveness. Yet it was not demonstrated with advanced statistical tools if there is such a relationship. This study considers crisis management effort as a network effort and employs complex adaptive systems theory in order to understand factors influencing effectiveness of crisis management networks. Complex adaptive systems theory presents that more open communication lines in a given network or an organization would increase effectiveness of it since inner processes of the network or organization would obtain more information from the chaotic environment. Quality of informal relationships (casual relationships, social capital etc.) was hypothesized as a tool to open more communication lines within an agency which would eventually increase effectiveness of the network constructed by the organization. Based on the theoretical framework, adaptiveness capacity of the agencies was also tested in order to understand a correlation between adaptation and effectiveness of crisis management networks. Multiple case-study method was employed to identify incidents that can represent crisis management in full perspective. Terrorist attacks carried upon by the same terrorist network hit New York in 2001, Istanbul in 2003, Madrid in 2004, and London in 2005 were selected. First response phase of crisis management and policy changes after and before the attacks were discussed. Public administration processes and other social-economical conditions of countries were examined in terms of crisis management structure. Names of key agencies of selected crisis management systems were suggested by a social network analysis tool-UCINET. Six key agencies per incident were targeted for surveys. Surveys included a nine-item-quality of informal relationships, four-item-adaptiveness capability, and ten-item-perceived effectiveness of crisis management networks-scales. Respondents were asked to fill in online surveys where they could refer to their colleagues in the same incidents. 230 respondents were aimed and 246 survey responses were obtained as a result. Surveys formed a structural equation model representing 23 observed factors and 2 latent constructs. Confirmatory factor analysis was utilized to validate hypothesis-driven conceptual models. Quality of informal relationships was found to have a significant positive impact on perceived crisis management network effectiveness (Standardized regression coefficient = .39). Two of the adaptiveness variables, openness to change and intra-organizational training were also positively correlated with the dependent variable of the study (Standardized regression coefficient = .40 and .26 respectively). Turkish and American groups' differences suggested a social-economical difference in societies. Majority of the respondents were some type of managers which made it possible to generalize the results for all phases of crisis management. Discussions suggested improved informal relationships among crisis management employees to provide a better crisis management during an extreme event. Collaborative social events were offered to improve crisis management effectiveness. An agency's openness to change proposed that a crisis management organization should be flexible in rules and structureto gain more efficacy. The other adaptiveness variable, intra-organizational training efforts were proposed to have certain influence on effectiveness of crisis management network. Factors built latent construct of perceived crisis management effectiveness were also found out to be important on crisis management, which of some are ability to carry out generic crisis management functions, mobilize personnel and resources efficiently, process information adequately, blend emergent and established entities, provide appropriate reports for news media etc. Study contributed to the complex adaptive system theory since the fundamentals of the theory were tested with an advanced quantitative method. Non-linear relationships within a system were tested in order to reveal a correlation as the theory suggested, where the results were convincingly positive. Crisis management networks' effectiveness was demonstrated to be validated by a ten-item-scale successfully. Future research might utilize more disaster cases both natural and manmade, search for impact of different communication tools within a system, and look at the relationships among members of crisis management networks instead looking within an organization.
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Date Issued
2009
Identifier
CFE0002709, ucf:48173
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0002709
Collaborative Crisis Management in the Public Sector: Effective Leadership under Stress
Title
Collaborative Crisis Management in the Public Sector: Effective Leadership under Stress.
Creator
Ustun, Yusuf, Kapucu, Naim, Hu, Qian, Sadri, Houman, Van Wart, Montgomery, University of Central Florida
Abstract / Description
The primary aim of this study is to discover how leadership competencies affect the perceived effectiveness of crisis management. Leadership skills exhibited by public managers in crisis times may help eliminate panic and help victims recover from the difficult situation as soon as possible. The existence of effective leadership in a crisis is one of the most important inputs in order to diminish the harmful effects of crises and disasters. The absence of effective leadership in times of...
Show moreThe primary aim of this study is to discover how leadership competencies affect the perceived effectiveness of crisis management. Leadership skills exhibited by public managers in crisis times may help eliminate panic and help victims recover from the difficult situation as soon as possible. The existence of effective leadership in a crisis is one of the most important inputs in order to diminish the harmful effects of crises and disasters. The absence of effective leadership in times of crisis may be one of the most significant problems in the public administration because it may result in loss of human life and property. By answering the following research questions this study provides useable knowledge for public managers and leaders during crises: Are there any different leadership features or characteristics for effective leadership at time of crises than the leadership in normal time? What is the role of effective leadership in managing crises and disasters (natural or man-made)? How do a public administrator's leadership traits and skills impact the effectiveness of crisis leadership? How do a public administrator's leadership behaviors (task-, people-, and organization-oriented behaviors) influence the effectiveness of a crisis leadership? With the aim of revealing these relations, a self-reported survey was sent to 2,095 current and former Turkish public security network managers. The study found that the core leadership competencies (decisiveness, flexibility, communication, problem solving, managing innovation and creativity, team building, managing and organizing personnel, motivating, networking and partnering, decision making, scanning the environment, and strategic planning) have a positive relationship with the effectiveness of crisis leadership. Among three categories of leadership behaviors, task-oriented leadership behaviors were found with the highest level of impact on the effectiveness of crisis leadership. The study indicated the importance of the core leadership competencies in the effectiveness of crisis leadership. According to the results, the hypothesis testing with the covariance structure model supported the positive impact of the core leadership competencies on the effectiveness of crisis leadership. This study contributes to the literature on leadership during crisis situations, and also provides proposals for public managers and practitioners in order to increase their effectiveness in leading their organizations during a crisis situation.
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Date Issued
2014
Identifier
CFE0005557, ucf:50279
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005557
Principals' Perceptions and Self-efficacy in Relation to School Security
Title
Principals' Perceptions and Self-efficacy in Relation to School Security.
Creator
Jones, Julian, Taylor, Rosemarye, Doherty, Walter, Kennedy, Mary, Wolf, Ross, University of Central Florida
Abstract / Description
Principals in the nation's schools have been tasked with managing crisis incidents that may occur with students and others on their campuses on a daily basis. The purposes of this study were to determine the differences, if any, that existed in Central Florida public school principals' perceptions regarding school security, their perceived confidence to address critical crisis incidents on their campuses, their perceptions of the likelihood critical incidents would occur, their perceptions of...
Show morePrincipals in the nation's schools have been tasked with managing crisis incidents that may occur with students and others on their campuses on a daily basis. The purposes of this study were to determine the differences, if any, that existed in Central Florida public school principals' perceptions regarding school security, their perceived confidence to address critical crisis incidents on their campuses, their perceptions of the likelihood critical incidents would occur, their perceptions of interaction with law enforcement, the critical incidents they fear the most, and their perceptions of factors impacting the incidents they fear the most. Principal subgroup mean responses to the Principal Safety and Security Perceptions Survey in the three areas of Bandura's (1997) triadic reciprocal causation were examined in the context of principals' gender, longevity, student enrollment, grade configuration, free and reduced lunch rate, presence of a law enforcement officer, and presence of a security plan. Findings revealed significant differences between categorical groups of principals in multiple areas. It was determined that significant differences in principals' perceptions warrant further study. Recommendations for practice include security policy development and practical application of noted trends.
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Date Issued
2015
Identifier
CFE0005636, ucf:50217
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005636
Understanding Crisis Communication and Mobility Resilience during Disasters from Social Media
Title
Understanding Crisis Communication and Mobility Resilience during Disasters from Social Media.
Creator
Roy, Kamol, Hasan, Samiul, Eluru, Naveen, Wu, Yina, University of Central Florida
Abstract / Description
Rapid communication during extreme events is one of the critical aspects of successful disaster management strategies. Due to their ubiquitous nature, social media platforms offer a unique opportunity for crisis communication. Moreover, social media usage on GPS enabled devices such as smartphones allow us to collect human movement data which can help understanding mobility during a disaster. This study leverages social media (Twitter) data to understand the effectiveness of social media...
Show moreRapid communication during extreme events is one of the critical aspects of successful disaster management strategies. Due to their ubiquitous nature, social media platforms offer a unique opportunity for crisis communication. Moreover, social media usage on GPS enabled devices such as smartphones allow us to collect human movement data which can help understanding mobility during a disaster. This study leverages social media (Twitter) data to understand the effectiveness of social media-based communication and the resilience of human mobility during a disaster. This thesis has two major contributions. First, about 52.5 million tweets related to hurricane Sandy are analyzed to assess the effectiveness of social media communication during disasters and identify the contributing factors leading to effective crisis communication strategies. Effectiveness of a social media user is defined as the ratio of attention gained over the number of tweets posted. A model is developed to explain more effective users based on several relevant features. Results indicate that during a disaster event, only few social media users become highly effective in gaining attention. In addition, effectiveness does not depend on the frequency of tweeting activity only; instead it depends on the number of followers and friends, user category, bot score (controlled by a human or a machine), and activity patterns (predictability of activity frequency). Second, to quantify the impacts of an extreme event to human movements, we introduce the concept of mobility resilience which is defined as the ability of a mobility infrastructure system to manage shocks and return to a steady state in response to an extreme event. We present a method to detect extreme events from geo-located movement data and to measure mobility resilience and loss of resilience due to those events. Applying this method, we measure resilience metrics from geo-located social media data for multiple types of disasters occurred all over the world. Quantifying mobility resilience may help us to assess the higher-order socio-economic impacts of extreme events and guide policies towards developing resilient infrastructures as well as a nation's overall disaster resilience.
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Date Issued
2018
Identifier
CFE0007362, ucf:52090
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007362
Framing, Public Relations, and Scientology: An Analysis of News Coverage and a Controversial Organization
Title
Framing, Public Relations, and Scientology: An Analysis of News Coverage and a Controversial Organization.
Creator
McAllister, Kristy, Sandoval, Jennifer, Neuberger, Lindsay, Coombs, Timothy, University of Central Florida
Abstract / Description
This study investigated the most common frames used in news coverage of the Church of Scientology from 2009 to 2013. Using textual analysis, with framing and public relations theories as lenses, this study examined recent news coverage (-) both print and television (-) to identify frames used, and the potential public relations crises the Church is currently facing due to this media exposure. Analysis showed three major frames used during coverage, along with their corresponding sub-frames,...
Show moreThis study investigated the most common frames used in news coverage of the Church of Scientology from 2009 to 2013. Using textual analysis, with framing and public relations theories as lenses, this study examined recent news coverage (-) both print and television (-) to identify frames used, and the potential public relations crises the Church is currently facing due to this media exposure. Analysis showed three major frames used during coverage, along with their corresponding sub-frames, which highlight certain aspects of the frame: Culture of Abuse (Imprisonment, Controlling, Family Disconnection, Exploitation of Children, Violence, and Financial Abuse), The Information Paradox (Conflicting Information, Simple Misunderstanding, and Non-Traditional Approach), and Leadership Issues (The Problem Lies with Leadership, Celebrity Obsession). Also uncovered were three potential public relations crises: The Mistreatment of Church Members, The Misuse of Funds, and Bad Communication Strategy. The research showed a strong strategic preference of the Church to use legal tactics or denial strategies when dealing with crises. A review of public relations theory suggests that the Church use a more open approach and also incorporate mortification strategies to accept blame and repair their damaged image.
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Date Issued
2013
Identifier
CFE0004887, ucf:49673
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004887
Facilitating Information Retrieval in Social Media User Interfaces
Title
Facilitating Information Retrieval in Social Media User Interfaces.
Creator
Costello, Anthony, Tang, Yubo, Fiore, Stephen, Goldiez, Brian, University of Central Florida
Abstract / Description
As the amount of computer mediated information (e.g., emails, documents, multi-media) we need to process grows, our need to rapidly sort, organize and store electronic information likewise increases. In order to store information effectively, we must find ways to sort through it and organize it in a manner that facilitates efficient retrieval. The instantaneous and emergent nature of communications across networks like Twitter makes them suitable for discussing events (e.g., natural disasters...
Show moreAs the amount of computer mediated information (e.g., emails, documents, multi-media) we need to process grows, our need to rapidly sort, organize and store electronic information likewise increases. In order to store information effectively, we must find ways to sort through it and organize it in a manner that facilitates efficient retrieval. The instantaneous and emergent nature of communications across networks like Twitter makes them suitable for discussing events (e.g., natural disasters) that are amorphous and prone to rapid changes. It can be difficult for an individual human to filter through and organize the large amounts of information that can pass through these types of social networks when events are unfolding rapidly. A common feature of social networks is the images (e.g., human faces, inanimate objects) that are often used by those who send messages across these networks. Humans have a particularly strong ability to recognize and differentiate between human Faces. This effect may also extend to recalling information associated with each human Face. This study investigated the difference between human Face images, non-human Face images and alphanumeric labels as retrieval cues under different levels of Task Load. Participants were required to recall key pieces of event information as they emerged from a Twitter-style message feed during a simulated natural disaster. A counter-balanced within-subjects design was used for this experiment. Participants were exposed to low, medium and high Task Load while responding to five different types of recall cues: (1) Nickname, (2) Non-Face, (3) Non-Face (&) Nickname, (4) Face and (5) Face (&) Nickname. The task required participants to organize information regarding emergencies (e.g., car accidents) from a Twitter-style message feed. The messages reported various events such as fires occurring around a fictional city. Each message was associated with a different recall cue type, depending on the experimental condition. Following the task, participants were asked to recall the information associated with one of the cues they worked with during the task. Results indicate that under medium and high Task Load, both Non-Face and Face retrieval cues increased recall performance over Nickname alone with Non-Faces resulting in the highest mean recall scores. When comparing medium to high Task Load: Face (&) Nickname and Non-Face significantly outperformed the Face condition. The performance in Non-Face (&) Nickname was significantly better than Face (&) Nickname. No significant difference was found between Non-Faces and Non-Faces (&) Nickname. Subjective Task Load scores indicate that participants experienced lower mental workload when using Non-Face cues than using Nickname or Face cues. Generally, these results indicate that under medium and high Task Load levels, images outperformed alphanumeric nicknames, Non-Face images outperformed Face images, and combining alphanumeric nicknames with images may have offered a significant performance advantage only when the image is that of a Face. Both theoretical and practical design implications are provided from these findings.
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Date Issued
2014
Identifier
CFE0005318, ucf:50524
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005318