Journal of Contingencies and Crisis Management

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Volume 20 Issue 1 (March 2012), Pages 1-63

Quality Indicators for Crisis Communication to Support Emergency Management by Public Authorities (pages 39-51)

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.

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