Toward a Synthesis Model for Crisis Communication in the Public Sector

Abstract

This article explores approaches to crisis communication and the application of those approaches by organizations responding to a disaster. The authors conducted a survey of 107 state government agencies to learn about government efforts in situations requiring crisis communication. Generally, the survey results suggest that although state agencies enjoy a positive relationship with the media, they have little proactive communication with the media, and less than half have a written crisis communication plan. Significant associations were found between the variables under study, including size of the organization, roles in crisis situations, media relationships, and preparation of a crisis communication plan. Case studies and additional evaluations of communication resources are needed to help determine the ability of the public sector to respond effectively to crises. This article considers the needs of state agencies and proposes a conceptual approach that synthesizes a crisis communication process designed for the public sector.