Quality indicators for crisis communication to support emergency management by public authorities

Journal of Contingencies and Crisis Management

Volumn 20, Issue 1, 2012, Pages 39-51

  Palttala, Pauliina ^a   Vos, Marita ^a  

^a UNIVERSITY OF JYVÄSKYLÄ   (Finland)

Author keywords

[No Author keywords available]

Indexed keywords

COMMUNICATION; CRISIS MANAGEMENT; FUTURE PROSPECT; MODEL TEST; PLANNING METHOD; QUALITATIVE ANALYSIS; RESEARCH WORK; WATER POLLUTION;

EID: 84857417333     PISSN: 09660879     EISSN: 14685973     Source Type: Journal    
DOI: 10.1111/j.1468-5973.2011.00654.x     Document Type: Article

References (64)

1. Abrahamsson, M., Hassel, H. and Tehler, H. (2010), 'Towards a System-Oriented Framework for Analysing and Evaluating Emergency Response', Journal of Contingencies and Crisis Management, Volume 18, Number 1, pp. 14-25.
2. Adkins, G. (2010), 'Organizational Networks in Disaster Response: An Examination of the US Government Network's Efforts in Hurricane Katrina', in Coombs, W.T. and Holladay, S.J. (eds), The Handbook of Crisis Communication, Blackwell Publishing, Boston, pp. 93-114.
3. Ahaus, C. and Diepman, F. (eds) (2002), Balanced Scorecard & Model Nederlandse Kwaliteit, Kluwer, Deventer.
4. Allan, S. and Zelizer, B. (2004), 'Rules of Engagement: Journalism and War', in Allan, S. and Zelizer, B. (eds), Reporting War: Journalism in Wartime, Routledge, New York, pp. 3-21.
5. Becker, B., Huselid, M. and Ulrich, D. (2001), The HR-Scorecard; Linking People, Strategy and Performance, Harvard Business School Press, Boston.
6. Boin, A., 't Hart, P., Stern, E. and Sundelius, B. (2005), The Politics of Crisis Management, Public Leadership under Pressure, Cambridge University Press, Cambridge.
7. Bradford, J.L. and Garrett, D.E. (1995), 'The Effectiveness of Corporate Communicative Responses to Accusations of Unethical Behaviour', Journal of Business Ethics, Volume 14, Number 11, pp. 875-892.
8. Burkle, H.M. and Hayden, R. (2001), 'The Concept of Assisted Management of Large-Scale Disasters by Horizontal Organisation', Prehospital and Disaster Medicine, Volume 16, Number 3, pp. 87-96.
9. Buytendijk, F. and Brinkhuis-Slaghuis, J. (2000), Balanced scorecard; van meten naar managen, Samsom, Deventer.
10. Cheney, G. and Christensen, L. (2001), 'Organizational Identity: Linkages between Internal and External Communication', in Jablin, F. and Putnam, L. (eds), The New Handbook of Organizational Communication; Advances in Theory, Research and Methods, Sage, London, pp. 231-270.
11. Chess, C. (2001), 'Organisational Theory and the Stages of Risk Communication', Risk Analysis, Volume 21, Number 1, pp. 179-188.
12. Choi, Y. and Lin, Y.-H. (2009), 'Consumer Response to Crisis: Exploring the Concept of Involvement in Mattel Product Recalls', Public Relations Review, Volume 35, pp. 18-22.
13. Cloudman, R. and Hallahan, K. (2006), 'Crisis Communicators Preparedness among US Organisations: Activities and Assessments by Public Relations Practitioners', Public Relations Review, Volume 32, pp. 367-376.
14. Coombs, W.T. (2002), 'Assessing Online Issue Threats: Issue Contagions and Their Effect on Issue Priorisation', Journal of Public Affairs, Volume 2, Number 4, pp. 215-229.
15. Coombs, W.T. (2006), 'The Proactive Powers of Crisis Response Strategies: Managing Reputational Assets during a Crisis', Journal of Promotion Management, Volume 12, pp. 241-259.
16. Coombs, W.T. (2007), Ongoing Crisis Communication: Planning, Managing, and Responding, Sage, Thousand Oaks, CA.
17. Dardis, F. and Haigh, M. (2009), 'Prescribing Versus Describing: Testing Image Restoration Strategies in a Crisis Situation', Corporate Communications: An International Journal, Volume 4, Number 1, pp. 101-118.
18. Deetz, S. (2001), 'Conceptual Foundations', in Jablin, F. and Putnam, L. (eds), The New Handbook of Organizational Communication; Advances in Theory, Research and Methods, Sage, London, pp. 3-46.
19. Demuth, J. (2002), Countering Terrorism: Lessons Learned from Natural and Technological Disasters, National Academy of Sciences, (accessed 1 May 2010).
20. Edenius, M. and Hasselbladh, H. (2002), The Balanced Scorecard as an Intellectual Technology. Organization, Volume 9, Number 2, pp. 249-273.
21. Eisenberg, E.M. and Goodall, H.L. (1997), Organisational Communication: Balancing Creativity and Constraint, St. Martin's Press, Boston, MA.
22. Falkheimer, J. (2008), 'Glocalizing Public Relations and Crisis Communication: Bridging Gaps of Trust in Multicultural Societies', in Zerfass, A., Ruler, B. and van Sriramesh, K. (eds), Public Relations Research: European and International Perspectives and Innovations, VS Verlag Fur Sozialwissenschaften, Wiesbaden, pp. 293-304.
23. Freeman, R. (1984), Strategic Management: A Stakeholder Approach, Pitman, Boston.
24. Frooman, J. (1999), 'Stakeholder Influence Strategies', Academy of Management Review, Volume 24, pp. 191-205.
25. Grunig, J.E., Grunig, L.A. and Dozier, D.M. (2002), Excellent Public Relations and Effective Organisations: A Study of Communication Management in Three Countries, Lawrence Erlbaum Associates, Inc., Mahwah, NJ.
26. Helsloot, I. (2008), 'Coordination Is a Prerequisite for Good Collaboration, Isn't It?', Journal of Contingencies and Crisis Management, Volume 16, Number 4, pp. 173-176.
27. Hering, R., Schuppener, B. and Sommerhalder, M. (2004), Die Communication Scorecard; eine neue methode des Kommunikationsmanagements, Haupt, Bern.
28. Huang, Y.-H. and Su, S.-H. (2009), 'Determinants of Consistent, Timely, and Active Responses in Corporate Crises', Public Relations Review, Volume 35, pp. 7-17.
29. Hubbard, D. (2007), How to Measure Anything; Finding the Value of Intangibles in Business, Wiley, Hoboken, NJ.
30. Jones, R. (2002), 'Challenges to the Notion of Publics in Public Relations: Implications of the Risk Society for the Discipline', Public Relations Review, Volume 28, pp. 49-62.
31. Kaman Lee, B. (2005), 'Crisis, Culture, Community', in Kalbfleisch, P. (ed.), Communication Yearbook, Volume 29, Lawrence Erlbaum Associates, Mahwah, NJ, pp. 275-309.
32. Kaplan, R. and Norton, D. (2001), The Strategy-Focused Organisation, Harvard Business School Press, Boston.
33. Kaplan, R. and Norton, D. (2004), 'Measuring the Strategic Readiness of Intangible Assets', Harvard Business Review, Volume 82, Number 2, pp. 53-63.
34. Kaplan, R. and Norton, D. (2006), Alignment: Using the Balanced Scorecard to Create Corporate Synergies, Harvard Business School Press, Boston.
35. Keyes, J. (2005), Implementing the IT Balanced Scorecard, Auerbach, Boca Raton.
36. Lee, J., Woeste, J.H. and Heath, R.L. (2007), 'Getting Ready for Crises; Strategic Excellence', Public Relations Review, Volume 33, pp. 334-336.
37. Lehtonen, J. (2002), Julkisuuden Riskit, Mainostajien Liitto, Helsinki.
38. Moe, T. and Pathranarakul, P. (2006), 'An Integrated Approach to Natural Disaster Management. Public Project Management and its Critical Success Factors', Disaster Prevention and Management, Volume 15, Number 3, pp. 396-413.
39. Moe, T., Gehbauer, F., Senitz, S. and Mueller, M. (2007), 'Balanced Scorecard for Natural Disaster Management Projects', Disaster Prevention and Management, Volume 16, Number 5, pp. 785-806.
40. Palm, J. and Ramsell, E. (2007), 'Developing Local Emergency Management by Co-Ordination between Municipalities in Policy Networks: Experiences Form Sweden', Journal of Contingencies and Crisis Management, Volume 15, Number 4, pp. 173-182.
41. Palttala, P. and Vos, M. (2011), Testing a methodology to improve organizational learning about crisis communication. Journal of Communication Management, Volume 15, Number 4 (E).
42. Pearson, C. and Mitroff, I. (1993), 'From Crisis Prone to Crisis Prepared: A Framework for Crisis Management', Academy of Management Executive, Volume 7, Number 1, pp. 48-59.
43. Peelen, E., Waalewijn, P. and Wijnia, S. (2000), Marketing Balanced Scorecard, Samsom, Deventer.
44. Pfeffer, J. and Salancik, G. (1978), The External Control of Organisations: A Resource Dependence Perspective, Harper & Row, New York.
45. Quarantelli, E.L. (1988), 'Disaster Crisis Management: A Summary of Research Findings', Journal of Management Studies, Volume 25, Number 4, pp. 373-385.
46. Reynolds, B. and Seeger, M. (2005), 'Crisis and Emergency Risk Communication as an Integrative Model', Journal of Health Communication, Volume 10, pp. 43-55.
47. Ritter, M. (2003), 'The Use of Balanced Scorecard in the Strategic Management of Corporate Communications', Corporate Communications, Volume 8, Number 1, pp. 44-59.
48. Rolke, L. and Koss, F. (2005), Value Corporate Communications; wie sich Unternehmenskommunikation wertorientierd managen lässt, BoD, Norderstedt.
49. Seeger, M. (2006), 'Best Practices in Crisis Communication: An Expert Panel Process', Journal of Applied Communication Research, Volume 34, Number 3, pp. 232-244.
50. Seeger, M.W. (2002), 'Chaos and Crisis: Propositions for a General Theory of Crisis Communication', Public Relations Review, Volume 28, pp. 329-337.
51. Seeger, M.W., Reynolds, B. and Sellnow, T.L. (2009), 'Crisis and Emergency Risk Communication in Health Contexts: Applying the CDC Model to Pandemic Influenza', in Heath, R.L. and O'Hair, D.H. (eds), Handbook of Risk and Crisis Communication, Routledge Taylor & Francis Group, New York, pp. 493-506.
52. Sellnow, T.L., Ulmer, R.R., Seeger, M.W. and Littlefield, R.S. (2009), Effective Risk Communication. A Message-Centered Approach, Springer Science + Business Media, New York.
53. Stephens, K.K., Malone, P.C. and Bailey, C.M. (2005), 'Communicating with Stakeholders during Crisis', Journal of Business Communication, Volume 42, pp. 390-419.
54. Sutcliffe, K. (2001), 'Organizational Environments and Organizational Information Processing', in Jablin, F. and Putnam, L. (eds), The New Handbook of Organizational Communication; Advances in Theory, Research and Methods, Sage, London, pp. 197-230.
55. Sverges Informations Förening (1996), Return on Communications, The Swedish Public Relations Association, Stockholm.
56. Tansey, J. and Rayner, S. (2009), 'Cultural Theory and Risk', in Heath, R.L. and O'Hair, H.D. (eds), Handbook of Risk and Crisis Communication, Routledge Taylor & Francis Group, New York, pp. 53-79.
57. Ulmer, R., Sellnow, T. and Seeger, M. (2007), Effective Crisis Communication. Moving from Crisis to Opportunity, Sage Publications, Thousand Oaks.
58. Veil, B., Reynolds, B., Sellnow, T. and Seeger, M. (2008), 'CERC as a Theoretical Framework for Research and Practice', Health Promotion Practice, Volume 9, Number 4, pp. 26S-34S.
59. Vos, M. (2009), 'Communication Quality and Added Value: A Measurement Instrument for Municipalities', Journal of Communication Management, Volume 13, Number 4, pp. 362-377.
60. Vos, M. and Schoemaker, H. (2004), Accountability of Communication Management: A Balanced Scorecard for Communication Quality, Boom Onderwijs/Lemma, Amsterdam.
61. Weick, K. (2001), Making Sense of the Organisation, Blackwell, Oxford.
62. Weick, K.E. (1993), 'The Collapse of Sensemaking in Organisations: The Mann Gulch Disaster', Administrative Science Quarterly, Volume 38, pp. 628-652.
63. Weig, F. (2003), Balanced Scorecard für Strategisches Management von Städten; ein Ansatz unter Einsatz von internetumfragen, VS Verlag für Socialwissenschaften, Wiesbaden.
64. Zerfass, A. (2008), 'The Corporate Communication Scorecard; a Framework for Managing and Evaluating Communication Strategies', in Van Ruler, B., Verčič, A.T. and Verčič, D., Public Relations Metrics; Research and Evaluation. Routledge, New York, pp.139-153.