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Author
Elizabeth Avery Gomez
Title
Crisis response communication management: Increasing message clarity with training over time
Type
Conference Article
Year
2008
Publication
Proceedings of ISCRAM 2008 – 5th International Conference on Information Systems for Crisis Response and Management
Abbreviated Journal
ISCRAM 2008
Volume
Issue
Pages
368-375
Keywords
Information systems
;
Text messaging
;
Communication management
;
Community responders
;
Crisis management
;
Information exchanges
;
Interoperable communications
;
Speech act theory
;
Training and simulations
;
Training applications
;
Message passing
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.
Address
City University of New York, Graduate Center, United States
Corporate Author
Thesis
Publisher
Information Systems for Crisis Response and Management, ISCRAM
Place of Publication
Washington, DC
Editor
F. Fiedrich, B. Van de Walle
Language
English
Summary Language
English
Original Title
Series Editor
Series Title
Abbreviated Series Title
Series Volume
Series Issue
Edition
ISSN
2411-3387
ISBN
9780615206974
Medium
Track
Improving Collaboration and Training
Expedition
Conference
5th International ISCRAM Conference on Information Systems for Crisis Response and Management
Notes
Approved
no
Call Number
Serial
530
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