Assessing Crisis Communication Teamwork Performance during a Terrorist Attack: A Pragma-Dialectic Analysis (original) (raw)

Clarifying the role of communication experts in CBRN terrorism crises

The CBRN Communication Scorecard 1 as a strategic tool is designed to improve communication in the various phases of a crisis. The scorecard can assist both in communication planning and preparedness for communication in emergencies. As the scorecard addresses critical factors in the communication of public authorities with stakeholders, it also forms a tool to evaluate decision making processes during emergency exercises. Communication as a facilitator of cooperation within the response network and with various stakeholders is crucial for the successful management of crises.

Communication challenges in CBRN terrorism crises – expert perceptions

2015

The aim of this paper is to investigate experts' perceptions on communication in CBRN terrorism crises, including challenges and good practices. The purpose is to identify areas which need attention when planning, implementing and evaluating communication. This is pursued by the means of a qualitative online questionnaire aimed at international crisis communication and crisis management experts. The challenges of communication concerning CBRN terrorism arise from the complexity of such incidents, having to do with the nature of the threat, leading to problematic public perceptions and response. Critical areas which need to be taken into consideration include resources, competences and cooperation in preparedness communication and when providing information during a crisis. One way to address the challenges of communication concerning high impact, low risk CBRN terrorism is to embed preparedness activities in an all-hazards approach. The findings and conclusions of this study will serve the development of an audit instrument for communication preparedness towards CBRN terrorism.

Active listening in the management of crisis communication: Case study of the 2017 terrorist attack in Barcelona

Communication & Society, 2020

This article analyses the use of social networks as a public relations strategy within the framework of a crisis communication strategy deployed following a terrorist attack. More specifically, the Twitter account of the Police of Catalonia (@mossos) is analysed in view of the attacks that took place in Barcelona and Cambrils in August 2017. Methodologically, content analysis of the Catalan police’s Twitter account is performed through the collection and subsequent analysis of messages issued in the 10-day period following the first attack. Additionally, and as a result of this research, semi-structured interviews were conducted with eight experts in crisis communication, with the aim of determining, within the framework of this case study, the functions and uses of social networks in the context of crises caused by terrorist attacks. The results show how, in a context of crisis communication, the messages posted by the Mossos d’Esquadra’s Twitter account transcend mere service info...

Responding to September 11th: A Crisis Communications Case Study

Responding to September 11th: A Crisis Communications Case Study, 2019

This case study will outline the discourse of renewal theory in application as used by the President of the United States of America, George W. Bush, regarding his collective response to the terrorist attacks of September 11th, 2001. An overview of attacks of 9/11, the approach and implementation of crisis response, an examination of the discourse of renewal theory and all four constructs (organizational learning, ethical communicating, prospective vision and engaging organizational rhetoric) as well as a thoughtful reflection of President Bush’s leadership attributes during the event and how they impacted the success of his communication are outlined in this study. Keywords: September 11th, 9/11, White House, President of the United States, George W. Bush, Terrorist Attack, World Trade Center, Crisis Communication, Communication Strategy

Studying Crisis Communication: New Theories and Methodologies

The seminar, which spans over three days and is aimed at doctoral students within the social sciences and the humanities, is divided into two parts. Part (I) consists of an advanced presentation and discussion of recent crisis management and crisis communication research. The focus is on how the discipline of crisis management has developed from a narrow to a broad perspective, and from a simple broad to a complex broad perspective; and how crisis communication has moved from a rhetorical and text-oriented approach to a more strategic and context-oriented approach with a view to allied fields such as risk communication, issues management and reputation management. A special interest is devoted to international crises and the role of the new social media. Part (II) consists of an advanced introduction to the methodologies of crisis communication including both quantitative methodologies and research techniques (experimental designs, content analysis, and surveys) and qualitative methodologies and research techniques (especially case studies as a research design). The seminar also includes a one-day long case study-based workshop focusing on theory building. After the seminar, you should be able to • Understand how crisis management and crisis communication have developed as academic disciplines since the mid-1980s • Identify and discuss key concepts, models and theories within the field of crisis management and crisis communication • Understand the mechanisms of theory building or development • Apply various types of research designs and research methods within the study of crises, crisis management and crisis communication Teachers • Professor W. T. Coombs and professor S. J. Holladay, University of Central Florida (USA) • Professor F. Frandsen and professor W. Johansen, Aarhus University (Denmark)

The Application of Crisis Communications: Theory, Management, and Response

Crisis communications play a critical role in crisis management and emergency response. Due to current events involving such incidents as terrorist attacks, mass shootings, chemical facility accidents, etc., the application of effective crisis communication is of dire importance in protecting an organization from reputational damage while simultaneously addressing the concerns of the public. Serving as an effective crisis communication strategy, Coombs’ Situational Crisis Communication Theory (SCCT) attempts to resolve the issues which emerge as a result of a given crisis. In this analysis of crisis communication and management, the role of SCCT as a communications strategy for Public Information Officers (PIOs) within the emergency response team will be examined. In understanding how to implement SCCT into this component of the crisis management continuum, PIOs will gain an invaluable public relations tool by which to address the media and public in crisis situations.

Communication in Crises: How Dialogues Mediate Actions

Frontiers in Education

Personnel from the armed forces, police, and health services are subject to splitsecond bias when interacting in crises, however, when it comes to communication and negotiations, deep knowledge about the dialogues is still unexplored. Our objective in this article is to achieve a better understanding of how emergency personnel use dialogue to mediate other peoples' actions in critical situations, and how the new knowledge can help these professionals to increase their impact. Our research has been guided by the following research question: When in a crisis, how do emergency personnel's utterances function as auxiliary stimuli to mediate other peoples' higherorder thinking and voluntary action? Using a multiple case study design, emergency personnel from the armed forces, the police and the health services in Norway shared their experience from crises, encompassing three cases: (1) The Coaching in Crossfire, (2) The Axe Desperado and (3) The Still Face. Analysis of the qualitative data revealed the following findings, divided into five categories: (1) Unlocking Situations, (2) The Chain of Utterances, (3) The Impact of Auxiliary Stimulus, (4) The Mediation of Higher Mental Functions and (5) Renewed Volitional Action. We discuss our findings in the light of established perspectives associated with expertise, relations, emotions, and the Pygmalion Effect. Our research improves the knowledge on the potential of dialogue as a shared relational process, even when people are in a crisis situation. Thus, our research has practical implications for emergency personnel in relation to crisis management, as well as for human relations when a crisis suddenly occurs.

Assessing the crisis communication efficiency of the British officials in 7.7.2005

This assignment aims to read into the way the British authorities handled in communication terms the terrorist attacks in London in 7.7.2005. For this purpose, the paper will start with a timeline of the events that unfolded before and after the incident(s). Afterwards, it will depict the actors that were considered as key players in the crisis communication process, the messages they sought to clarify, the audiences they were referring to, the communication channels that were employed towards this direction, the audiences they were referring to and the politically “thorny” issues that were at stake. Finally, it will assess according to the developed literature the performance of certain key actors.

Responding to Terrorism: Translating Communication Research into Practice

Communication Research Reports, 2005

Effective communication is the crucial link to understanding how to adequately prevent, prepare, respond to and learn from risks and crises. In the post September 11 crisis and terrorism environment government officials, first responders, providers/ practitioners, community leaders, community members, and researchers*/confront an alarming range of communication obstacles that can limit the effectiveness of responses to risk and terrorist events. Terrorism, not surprisingly, has become a significant topic in crisis management, academe, industry, and in our communities. The issues surrounding terrorism have now become an integral part of our daily conversations in America and throughout the world.