During the 2009 H1N1 pandemic, the City of Ottawa implemented a program to disseminate vaccination clinic information using the microblogging tool Twitter. The purpose of this thesis is to examine and evaluate whether this program constitutes a communicative model. The challenge for crisis communicators has been to convince a confused and skeptical public to be vaccinated against the virus. Drawing on Aristotle’s Rhetoric and Rousseau’s The Social Contract, the theoretical framework of this thesis feeds from Heidegger’s (1977) views on technology, new media, Web 2.0 technologies, Eid’s (2008) Crisis Decision-Making Model for Media Rational Responsibility, Rowan, Botan, Krepes, Samoilenko and Farnsworth’s (2008) CAUSE model, Crozier’s (1967) Theory of Bureaucratic Dysfunction and New Public Management. The thesis employs a case study approach and utilizes a qualitative research design to analyze the Twitter messages and internal City of Ottawa documents, and to conduct in-depth interviews with employees. Findings reveal and explain that the City of Ottawa’s program constitutes a flawed communicative model. A recommended communicative model is put forth in order to improve the areas of planning, human resources and message design. This model contributes to the emerging field of social media, and is intended to help health crisis decision-makers communicate their messages effectively.

During the 2009 H1N1 pandemic, the City of Ottawa implemented a program to disseminate vaccination clinic information using the microblogging tool Twitter. The purpose of this thesis is to examine and evaluate whether this program constitutes a communicative model. The challenge for crisis communicators has been to convince a confused and skeptical public to be vaccinated against the virus. Drawing on Aristotle’s Rhetoric and Rousseau’s The Social Contract, the theoretical framework of this thesis feeds from Heidegger’s (1977) views on technology, new media, Web 2.0 technologies, Eid’s (2008) Crisis Decision-Making Model for Media Rational Responsibility, Rowan, Botan, Krepes, Samoilenko and Farnsworth’s (2008) CAUSE model, Crozier’s (1967) Theory of Bureaucratic Dysfunction and New Public Management. The thesis employs a case study approach and utilizes a qualitative research design to analyze the Twitter messages and internal City of Ottawa documents, and to conduct in-depth interviews with employees. Findings reveal and explain that the City of Ottawa’s program constitutes a flawed communicative model. A recommended communicative model is put forth in order to improve the areas of planning, human resources and message design. This model contributes to the emerging field of social media, and is intended to help health crisis decision-makers communicate their messages effectively.

During the 2009 H1N1 pandemic, the City of Ottawa implemented a program to disseminate vaccination clinic information using the microblogging tool Twitter. The purpose of this thesis is to examine and evaluate whether this program constitutes a communicative model. The challenge for crisis communicators has been to convince a confused and skeptical public to be vaccinated against the virus. Drawing on Aristotle’s Rhetoric and Rousseau’s The Social Contract, the theoretical framework of this thesis feeds from Heidegger’s (1977) views on technology, new media, Web 2.0 technologies, Eid’s (2008) Crisis Decision-Making Model for Media Rational Responsibility, Rowan, Botan, Krepes, Samoilenko and Farnsworth’s (2008) CAUSE model, Crozier’s (1967) Theory of Bureaucratic Dysfunction and New Public Management. The thesis employs a case study approach and utilizes a qualitative research design to analyze the Twitter messages and internal City of Ottawa documents, and to conduct in-depth interviews with employees. Findings reveal and explain that the City of Ottawa’s program constitutes a flawed communicative model. A recommended communicative model is put forth in order to improve the areas of planning, human resources and message design. This model contributes to the emerging field of social media, and is intended to help health crisis decision-makers communicate their messages effectively.

During the 2009 H1N1 pandemic, the City of Ottawa implemented a program to disseminate vaccination clinic information using the microblogging tool Twitter. The purpose of this thesis is to examine and evaluate whether this program constitutes a communicative model. The challenge for crisis communicators has been to convince a confused and skeptical public to be vaccinated against the virus. Drawing on Aristotle’s Rhetoric and Rousseau’s The Social Contract, the theoretical framework of this thesis feeds from Heidegger’s (1977) views on technology, new media, Web 2.0 technologies, Eid’s (2008) Crisis Decision-Making Model for Media Rational Responsibility, Rowan, Botan, Krepes, Samoilenko and Farnsworth’s (2008) CAUSE model, Crozier’s (1967) Theory of Bureaucratic Dysfunction and New Public Management. The thesis employs a case study approach and utilizes a qualitative research design to analyze the Twitter messages and internal City of Ottawa documents, and to conduct in-depth interviews with employees. Findings reveal and explain that the City of Ottawa’s program constitutes a flawed communicative model. A recommended communicative model is put forth in order to improve the areas of planning, human resources and message design. This model contributes to the emerging field of social media, and is intended to help health crisis decision-makers communicate their messages effectively.

El presente trabajo busca identificar las concepciones de calidad de los destinatarios e intérpretes para determinar la relación entre las necesidades de los destinatarios y los principios de calidad de los intérpretes. Para ello, se tomó como referencia las dimensiones de interpretación de Pöchhacker (2013) y el modelo comunicativo de Angelelli (2000). El estudio se realizó en siete conferencias con interpretación simultánea (inglés-español) en Lima, Perú entre agosto de 2018 y junio de 2019. Se empleó una metodología mixta: diez entrevistas a los intérpretes y 86 cuestionarios aplicados a ambos participantes, que contaron con dos escalas de valoración de once criterios lingüísticos y extralingüísticos. Los destinatarios e intérpretes coincidieron en la valoración positiva de pronunciación correcta, fluidez y seguridad en la voz; por el contrario, difirieron en la valoración de la fidelidad y el uso correcto de los términos. Se revela que los componentes comunicativos de Angelelli y la situación real impactaron en las concepciones de calidad de ambos actores. / This paper aims to identify users’ and interpreters’ perspectives on interpretation quality to determine the relationship between users’ needs and interpreters’ quality principles. Pöchhacker’s (2013) dimensions of interpreting and Angelelli’s (2000) communication model were thus taken as a reference. The study was carried out in seven conferences with simultaneous interpreting in Lima, Peru between August 2018 and June 2019. 10 interviews were conducted with interpreters and 86 questionnaires with two ranking-order scales of 11 linguistic and extra-linguistic criteria were administered to users and interpreters. The results show that the respondents agreed on the positive rating of correct pronunciation, fluency, and confident voice. However, they differed in the rating of sense consistency and use of correct terminology. It is revealed that Angelelli’s speech components and the real context had an impact on users’ and interpreters’ perspectives on quality. / Tesis