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Capturing the citizen perspective in crisis management exercises: possibilities and challenges
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Försvarshögskolan.
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2014 (English)In: International Journal of Emergency Services, ISSN 2047-0894, E-ISSN 2047-0908, Vol. 04, no 1, 82-102 p.Article in journal (Refereed) Published
Abstract [en]

Purpose – Supporting and communicating with citizens is a vital part of societal crisis management. Training exercises may offer an opportunity to develop capabilities among managers in this regard. The purpose of this paper is to examine this potential in an analysis of how citizens were portrayed and perceived by participants in a major crisis management exercise.

Design/methodology/approach – Observation, document analysis and short interviews during the exercise were used as data collection methods. Data were subjected to thematic analysis to capture core themes in relation to the research aim. Findings – Patterns in how citizens’ reactions were portrayed in the exercise were identified to form a citizen behaviour typology. Observations during the exercise also demonstrated some of the challenges in incorporating the citizen perspective. However, findings regarding the perception of the citizen perspective also demonstrate the ability of exercise participants to meet and respond to public behaviours with respect and seriousness.

Originality/value – Variation is an important condition for learning in exercises, and the identified typology is suggested as a starting point for achieving this in incorporation of the citizen perspective in training scenarios. The results of the study are discussed in terms of a learning framework with the aim of explicitly developing crisis managers’ ability to interact and communicate with citizens in crisis situations.

Place, publisher, year, edition, pages
2014. Vol. 04, no 1, 82-102 p.
Keyword [en]
Crisis management, crisis management exercise, citizen perspective, crisis communication, variation theory
National Category
Other Social Sciences
URN: urn:nbn:se:kau:diva-37123DOI: 10.1108/IJES-12-2014-0024OAI: diva2:841176
Available from: 2015-07-10 Created: 2015-07-10 Last updated: 2016-02-12Bibliographically approved

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Hobbins, Jennifer
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