abstract: ABSTRACT This dissertation examined how seven federal agencies utilized Twitter during a major natural disaster, Hurricane Sandy. Data collected included tweets between October 26-31, 2012 via TweetTracker, as well as federal social media policy doctrines and elite interviews, to discern patterns in the guidance provided to federal public information officers (PIOs). While scholarly research cites successful local and state government efforts utilizing social media to improve response efforts in a two-way communications interaction, no substantive research addresses social media’s role in crisis response capabilities at the federal level. This study contributes to the literature in three ways: it focuses solely on the use of social media by federal agencies in a crisis setting; it illuminates policy directives that often hamper federal crisis communication response efforts; and it suggests a proposed model that channels the flow of social media content for PIOs. This is especially important to the safety of the nation moving forward, since crises have increased. Additionally, Twitter was adopted only recently as an official communications tool in 2013. Prior to 2013, social media was applied informally and inconsistently. The findings of this study reveal a reliance upon a one-way, passive communication approach in social media federal policy directives, as well as vague guidelines in existing crisis communications models. Both dimensions are counter to risk management and crisis communication research, which embrace two-way interactivity with audiences and specific messaging that bolsters community engagement, which are vital to the role of the PIO. The resulting model enables the PIO to provide relevant information to key internal agencies and external audiences in response to a future crisis. / Dissertation/Thesis / Crisis Tweet Text and Data / Doctoral Dissertation Mass Communication 2017

Organizations are constantly faced with pressure to make changes. Forecast of changing customer expectation, information processing and communication, and competition force top management to evaluate their organization and consider major changes. Organizational change is a challenge that companies often take on but just as often fail in implementing. Emergency Management Services decided to take on such a challenge when the City of Johannesburg transformed. This was a challenge not only management faced, but all the employees of the Emergency Management Services. The transformation process for the City of Johannesburg began in 1997 and was driven by Political and Social Development. These developments have put emphasis and strain on the relationship between: Municipality, with the unwanted side effects on workers. Societies are getting increasingly intolerant towards poor levels of service delivery. The Emergency Management Services need for change was emphasized through management’s decision to improve on service delivery. The integration of all Johannesburg Metropolitan Local Councils EMS was a big step forward. The integration wasn’t just about growing the City size; JHB EMS also opened various doors for the City to become the World Class African City. When the organization decided to take on the challenge, management needed to review all aspects of the organization. These included culture, values and performance and reward system. The challenge facing the organization leaders today is to become “World Class” or perish. / Prof. S. Kruger

Emergency management (EM) can benefit from new information and communication technology (ICT). However, the complexity of the field poses high demands upon prospective system developers. The design of technological support in a field where roles and actions are entwined and never completely predetermined, requires an understanding of interactions in the socio-technical system as a whole. In this thesis, an attempt is made to work from a Cognitive Systems Engineering stance to identify important characteristics of coordination in intermunicipal EM. Applying perspectives from distributed cognition, joint activity and common ground, Hollnagel’s COCOM and ECOM models have been applied to identify points of entry into work practices. Working with data from a simulated forest-fire in a role-playing exercise, an analysis of dialogues uncovered ambiguity in how functions are handled in a large event, indicating vulnerabilities in face of larger crises. In addition, it became evident that functions moved across roles during the evolving event, and it was possible to uncover recognizable phases of a response. The results underline characteristics that should be supported by future ICT, and occurrences that can be explored in future studies.

In this thesis work, we compare the results obtained from two kinds of teams forming a hierarchical organization participating in a fire fighting simulation environment called as C3Fire. First kind of teams used paper-based maps for spatial reasoning of the command tool while the other kind of teams has GIS based maps with full access to positioning data of the fire fighting units as well as sensor information about fire break. The collected data was from 11 teams of each kind having 6 members in each team making a total of 132 participants belonging to different parts of the world. We made a statistical analysis on the data with help of T-Test statistical medhod and a tool is designed by using Java as programming language and PostgreSQL database for importing data from log files and then applying statistical T-Test method on the fetching data from log files.The results are stored in database as well as excel files. Then a comparison is done to analyze the unit performance, communication and efficiency of both kinds of teams.

This dissertation examined chief student affairs officers’ perceptions of institutional crisis management, preparedness, and response. A goal of this study was to uncover findings that can benefit crisis management protocols or best practices regarding crisis management team training, plan communications, and emergency management personnel on campus, as well as, learn if size of enrollment impacts crisis preparedness and response. Research questions assessed if a significant relationship exists between preparedness in responding to crisis with the number of training topics covered with a crisis management team, the number of modes used to communicate the crisis management plan, size of enrollment and the impact of a director of emergency management position on campus. Next, the study assessed if significant relationships exist between size of enrollment with adequacy team training and perceived manner of crisis response. The sample comprised of Chief Student Affairs Officers from either institutions that previously participated in a similar study in 2001 and 2007, or are NASPA domestic member institutions that are four-year, public or private with an enrollment of 5,000 students or more. It was discovered that four to five training topics delivered and between three to six modes used to communicate the crisis management plan were optimal frequencies for this population. Institutions with a director of emergency management perceived themselves as more prepared, and institutions with 10,000-20,000 students enrolled perceived themselves as the most prepared and proactive. In contribution to the field of conflict resolution studies, this research study connected crisis management to conflict management through a systems design approach

Submitted in fulfillment of the requirements for the degree of Master of Health Sciences in Emergency Medical Care, Durban University of Technology, Durban, South Africa, 2017. / Introduction: Response times are considered to be one of the oldest and most popular indicators which are used to measure the efficiency of Emergency Medical Services (EMS), particularly to cases in which the patient’s condition is deemed to be life threatening. Purpose: To analyse emergency response times within the public sector Emergency Medical Services in KwaZulu-Natal and to compare these to the national norms. Methods: Using a mixed method approach, the study was conducted in two phases. The first phase involved collecting quantitative data for all the cases logged in the Umgungundlovu Health District Communications Centre over a period of one week (seven days). Phase Two involved the collection of qualitative data from focus group discussions which were conducted with three groups which had been identified. These groups included the communications centre staff, operational staff and supervisory staff. The aim of these focus group discussions was to identify factors that influenced response times as well as to propose strategies which would improve these response times. Content analysis was utilised to interpret the qualitative data which had been collected. Results: Quantitative data was collected from a total of 1 503 cases of which 680 were categorised as priority 1 (P1), 270 as priority 2 (P2) and 553 as inter facility transfer (IFT). The majority of the cases (895) had occurred in urban areas. A total of 406 cases were exempted as no patient was transported. The number of these cases was greater on days when the total case load was higher as compared to days with a lower total case load. The mean response time to cases in rural areas was 129 minutes and 110 minutes to cases in urban areas. All the time intervals were found to be longer for cases in rural areas as compared to those for cases in urban areas but with the exception of the EMD response interval. P1 cases had the shortest mean response times for both urban area cases (33 minutes) and rural area cases (95 minutes) as compared to the other case categories. Nevertheless, the national norm of 15 minutes in urban areas and 40 minutes in rural areas was not achieved in the majority of the cases. The mean Emergency Medical Dispatch (EMD) response interval was 41 minutes for P1 cases, 56 minutes for P2 cases and 96 minutes for IFT cases. The qualitative data revealed factors that impacted on the response times and helped to explain and account for the quantitative data results. Challenges regarding the availability of resources, including vehicles, staff and equipment, as well as the way in which such resources are managed, were highlighted. The high demand for services compared to the available resources was raised by the focus group participants with this high demand resulting in extended EMD response intervals. This was exacerbated by the overwhelming demand for IFT cases which are serviced by the same resources as emergency cases and which have a much longer mission time, thus delaying response times continuously. Exempt cases were also found to impact negatively on response times as, although operational vehicles are committed to these cases, services are not required. Inconsistencies with regards to case prioritisation and dispatch triage also emerged. External factors, including poor road infrastructure, lack of road names and house numbers, weather conditions and long distances between EMS bases, the patient or incident location and health care facilities were also identified as factors that resulted in extended response times. Strategies to improve the situation were explored. These strategies included the effective management of resources in order to ensure optimal availability, the introduction of a formal, computer aided, dispatch system, the adoption of demand pattern analysis and dynamic location/relocation models, standardised processes and procedures to guide all areas of EMS operations and the education of both the public and staff. Conclusion: South African EMS response time national norms for both rural and urban areas are unachievable under the majority of circumstances and, thus, they may be said to be unrealistic. Until these national norms, against which the efficiency of EMS in South Africa is measured, are revised, the service will be deemed to be incompetent. / M

Over the course of history, and to this day, Indigenous peoples around the world have used their traditional knowledge to prepare for, cope with, and survive disasters (Hasan, 2016). For Indigenous communities, this locally bound knowledge is acquired from intergenerational experience, study, sharing and observation, and as such, it becomes a critical component in the development of a strategy for disaster resilience (Chakrabarti, 2009; Resture, 2009; Rotarangi and Russell, 2009; Trosper, 2003). The purpose of this dissertation is to work with the Nuu-chah-nulth First Nation, which consists of several Indigenous communities on the west coast of Vancouver Island, British Columbia, Canada to understand Nuu-chah-nulth knowledge and strategies for disaster resilience, and how they can inform a shift in cultural understanding within the field of practice of emergency management. Given the exploratory nature of this research project, a descriptive approach is used based upon Indigenous methodologies and the methodologies of narrative analysis to explore: a Nuu-chah-nulth way of knowing that informs disaster resilience as well as the impacts of colonialism on the disaster resilience of the Nuu-chah-nulth people. From oral histories to traditional governance, and to the impacts of colonialism, the findings of this research describe the ways that a Nuu-chah-nulth way of knowing informs and reflects their own capacities towards disaster resilience. Ultimately, this dissertation supports a call to action for emergency management practitioners to embrace an Indigenous approach to emergency management when working with First Nation communities. By advocating for the inclusion and the importance of bringing an Indigenous worldview into the lexicon of emergency management practices and the dialogue on disaster resilience, this research supports the Nuu-chah-nulth First Nation recognizing that their own knowledge is a powerful tool for supporting and enhancing their communities’ resilience to disaster. / Graduate

How do local homeland security organizations respond to catastrophic events such as hurricanes and acts of terrorism? Among the most important aspects of this response are these organizations ability to adapt to the uncertain nature of these “focusing events” (Birkland 1997). They are often behind the curve, seeing response as a linear process, when in fact it is a complex, multifaceted process that requires understanding the interactions between the fiscal pressures facing local governments, the institutional pressures of working within a new regulatory framework and the political pressures of bringing together different levels of government with different perspectives and agendas. This dissertation has focused on tracing the factors affecting the individuals and institutions planning, preparing, responding and recovering from natural and man-made disasters. Using social network analysis, my study analyzes the interactions between the individuals and institutions that respond to these “focusing events.” In practice, it is the combination of budgetary, institutional, and political pressures or constraints interacting with each other which resembles a Complex Adaptive System (CAS). To investigate this system, my study evaluates the evolution of two separate sets of organizations composed of first responders (Fire Chiefs, Emergency Management Coordinators) and community volunteers organized in the state of Florida over the last fifteen years. Using a social network analysis approach, my dissertation analyzes the interactions between Citizen Corps Councils (CCCs) and Community Emergency Response Teams (CERTs) in the state of Florida from 1996- 2011. It is the pattern of interconnections that occur over time that are the focus of this study. The social network analysis revealed an increase in the amount and density of connections between these organizations over the last fifteen years. The analysis also exposed the underlying patterns in these connections; that as the networks became more complex they also became more decentralized though not in any uniform manner. The present study brings to light a story of how communities have adapted to the ever changing circumstances that are sine qua non of natural and man-made disasters

Despite disaster managers’ best efforts, inter-organizational disaster management suffers from varying levels of success. One factor that is likely to account for these variations is team mutual understanding, also known as common ground. To validate the potential effect of common ground in disaster management, the thesis investigates common ground in several interviews with disaster managers and in an experimental study involving an inter-organizational disaster event scenario. Analysis of interviews revealed that disaster managers perceived gaps in understanding between responders, the importance of mutual understanding, and perceived common ground similarly to depictions in theory with a few exceptions. Analyses of the experimental study indicated that contextual factors of Team composition, Problem solving approach and Type of tasks differently impacted measures of performance and implicit coordination, and that implicit coordination partially mediated and supressed the relationship between contextual factors and decision quality. Findings suggest the variation in disaster managers’ performance can be ascribed to common ground, implicit coordination, and contextual factors. Moreover, results showed the satisfaction with outcome did not correlate with expert rated quality of decision; and that while satisfaction related to consensus and quality of the decision was linked to generating alternative ideas and debate. Collaboration proved to be more effective in public communication tasks, especially for homogenous team composition. The findings support initiatives for more cross-training and further lab and field experiments.

Flooding poses one of the greatest natural hazard dangers to Canadians. As human populations increase and concentrate in areas vulnerable to floods, and uncertainty about future flood risk increases with the possibility of a changing climate, major urban communities, coastal settlements and communities located within floodplains are faced with an even greater risk of floods in the coming years. Canada's policies and practices towards flood control are best described as ad hoc, and have developed over the years in response to experiences with floods. No national scale flood damage reduction program exists, and there is currently no opportunity for Canadian homeowners to purchase flood insurance. This study specifically examines how a national mitigation strategy, focused mainly on non structural techniques could help decrease damages from floods in Canadian communities. The strategy proposed here is theoretically based in EPC and IBC suggestions for a greater national mitigation strategy, as well as IDNDR research, and federal, provincial and municipal goals for sustainable development and sound land use planning objectives. Ideally, a successful non structural flood mitigation strategy for Canada would address issues at the national scale, yet be implementable at the local level in accordance with community needs, risk characteristics, and local expertise. The strategy proposed here would maximize the efficiency of federal resources and private industry as well as allow local expertise and existing mitigation schemes to be formalized, bolstered and improved. There are three major components of the non structural flood mitigation strategy. Risk avoidance measures such as early warning systems, land use and resource planning and ecological conservation all work towards reducing the chances of a dangerous flood occurring. Risk spreading measures help communities deal with flood risks by improving equity and accountability, they include tax incentives, disaster financial assistance, and flood insurance. Lastly, vulnerability reduction measures help reduce damages if a flood were to strike, and these include enforcement of building codes and the maintenance of existing protective infrastructure. An integrated, non structural flood mitigation strategy would require basin-wide cooperation between all levels of government, citizens and the private sector. This strategy is also an opportunity for communities and individuals to meet goals of environmental conservation and sustainable development. The focus in this study lies on the mitigation tools, although it is the overall process of inserting the premise of mitigation into all land use and planning decision making processes that will be the key to successful flood mitigation strategies in Canadian communities. / Science, Faculty of / Resources, Environment and Sustainability (IRES), Institute for / Graduate