Crisis response communication management: Increasing message clarity with training over time

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

4 Scopus citations

Abstract

The characteristics of a crisis cannot be predicted and no two crises are alike. The responders in a crisis also vary creating two axis of uncertainty that inhibit rapid and accurate scope definition of a crisis. How and what a responder chooses to communicate in a crisis can impact subsequent response efforts placing importance on the clarity and cohesion of information exchange. Training and increased practice of clear and accurate message content between responders is proposed to improve the situation details needed for rapid scope identification. SMS text-messaging is one viable, mobile interoperable communication technology, accessible for everyday use. This research studies message content exchanged between responders and begins with the message-prompt to message-response relationship during crisis response training. A web-enabled training application has been designed to simulate two-way SMS text-message exchange and captures communication responses based on defined task prompts. Leveraging Speech Act Theory and the use of plain language protocols for communication exchange, the SMS text-message responses are assessed for ongoing training and practice.

Original languageEnglish
Title of host publicationProceedings of ISCRAM 2008 - 5th International Conference on Information Systems for Crisis Response and Management
Pages368-375
Number of pages8
StatePublished - 2008
Event5th International Conference on Information Systems for Crisis Response and Management, ISCRAM 2008 - Washington, DC, United States
Duration: 4 May 20087 May 2008

Publication series

NameProceedings of ISCRAM 2008 - 5th International Conference on Information Systems for Crisis Response and Management

Conference

Conference5th International Conference on Information Systems for Crisis Response and Management, ISCRAM 2008
Country/TerritoryUnited States
CityWashington, DC
Period4/05/087/05/08

Keywords

  • Community responders
  • Crisis management
  • Interoperable communication
  • SMS text-messaging
  • Training and simulation

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