Emergency Manager Perceptions of the Effectiveness and Limitations of Mass Notification Systems: A Mixed Method Study

William V Pelfrey

doi:10.1515/jhsem-2019-0070

Abstract

Abstract Disasters can move quickly. Effective communication is a critical resource that can significantly enhance public safety. A mass notification system (MNS) uses text messaging to inform constituents of crisis, provide recommendations, connect to resources, and has the advantage of speed. Limited research has been conducted on the variables that influence the effectiveness, utilization, and perceptions of MNS. The extant study employs a multi-method approach to advance the scholarly knowledge on MNS. All emergency managers in a state were surveyed on issues of MNS enrollment, utilization, and brand. A subgroup of emergency managers were then interviewed to provide depth to the survey findings. Key findings indicate wide variability in MNS usage, little relationship between population size and enrollment, and a high perceived importance of MNS as a communication modality. Policy implications and recommendations are offered.

Highlights

In a time of crisis or disaster, information is a critical commodity
To address research questions on Mass Notification System enrollment, utility, and usage, survey data were collected from emergency coordinators across Virginia
A series of interviews were conducted with emergency managers to provide insight into survey findings and key project constructs

Summary

Introduction

In a time of crisis or disaster, information is a critical commodity. Shelter in place or evacuate, direction of evacuation, urgency of action; all represent pre-crisis decisions predicated on quality information. Post-crisis information can mean the difference between life and death—acquiring water, fuel, and food, access to shelter, health-care locations, recovery facilities, and similar, are all outcomes which require information. Pelfrey in non-crisis situations, information helps to drive decision-making (Haddow and Haddow 2008; Kapucu 2008)

Methods

Results

Conclusion