IEEE Transactions on Professional Communication Sep 2023

Improving Technical and Risk Communication: An Organizational Study of North Carolina Emergency Management and Hurricane Florence

Samantha Jo Cosgrove

Abstract

<bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Background:</b> The relationships between US government emergency management agencies and the public they serve are fraught with distrust and tension. This distrust can be attributed to past disaster responses and a lack of transparency with emergency information. Emergency managers work as technical communicators to share information through multiple platforms and digital spaces. Public trust can be increased by improving communication strategies within emergency management organizations. <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Literature review:</b> Research to improve communication between emergency management agencies and the public calls for more trust and transparency within government organizations. However, little research has been conducted about the ways an organization's structure and workflow influence communication practices/strategies. <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Research questions:</b> 1. How do emergency management organizations share information about natural disasters with the public? 2. How can communication strategies and workflow in emergency management organizations be improved? <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Research methodology:</b> Clay Spinuzzi's topsight is used as a framework to conduct an organizational analysis of North Carolina Emergency Management (NCEM) response to Hurricane Florence in 2018. Interviews were conducted and artifacts were collected to investigate Spinuzzi's three levels of activity and create corresponding workflow diagrams. <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Results:</b> Results indicate a need for standardized emergency management training and additional resources to support emergency managers. Interventions from technical and professional communicators can assist in developing communication strategies and problem-solving techniques. <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Conclusion:</b> Developing informed communication strategies within an emergency management agency is a complex problem because of the numerous factors that play into the organizational structure and existing protocols. Technical communication scholars can help improve communication practices through local community outreach and additional organizational analyses.

Journal
IEEE Transactions on Professional Communication
Published
2023-09-01
DOI
10.1109/tpc.2023.3295969
CompPile
Open Access
Closed
Topics
technical communication editorial matter
Export
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Citation Context

Cited by in this index (2)

  1. Mysore et al. (2026)
    Visualizing Heat Risk: Infographics, Memorability, and Design
    Journal of Technical Writing and Communication
  2. Lambrecht (2025)
    “What People Are Saying” About Extreme Weather: A Comparison of Public Commenta…
    IEEE Transactions on Professional Communication

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