Effective Communication in Crisis: From crisis to control

Purpose and goal

The purpose was to develop a service demonstrator describing how municipalities´ internal and external crisis communication can be streamlined and coordinated. The goal is to make it possible to quickly reach as many citizens as possible via different channels (e.g., traditional media, website, social media, mobile phone) to reduce the effects of the crisis. The service demonstrator is based on standard software and the use of existing systems and applications enables cost-effective solutions.

Results and expected effects

The project has generated a service demonstrator that simplifies municipalities´ communication efforts in crisis situations. The project is expected to increase municipalities´ and service developers´ awareness and understanding of citizens´ needs, behaviors and attitudes to crisis communication; provide new knowledge and innovation in services and processes for crisis communications; reduce costs for society to prevent and manage crisis situations; and savings for individuals and society.

Approach and implementation

Focus groups were conducted in Skellefteå and Östersund where municipal employees´ and citizens´ experience from past water crises was examined. Data was also collected through eight surveys (citizens and employees). Statistical methods were used for data analysis. The analysis results formed the basis for development of the service demonstrator. The project results were disseminated through conference papers, research articles, popular scientific report and a final seminar.