How Staff Experience Information Communication During a Crisis: Evidence from Health Care Delivery

Abstract

Communicating information effectively is a vital means for reducing uncertainty during crises, but how leaders should inform organizational members amid chaos is far from straightforward. Using a sequential qualitative to quantitative mixed-methods study design, we explored frontline clinician experience with information dissemination strategies during the COVID-19 pandemic, and investigated the qualities that make communicated information more desirable to those tasked with navigating the fog of uncertainty. We conducted semi-structured interviews with 55 emergency department personnel, and found that uncertainty, lack of safety, and poor teamwork experience were major challenges for ED staff during the COVID-19 crisis. Participants described feeling overwhelmed by the great deal of information sent to them, confused about conflicting messages, and frustrated that they were unable to find the information they needed. These challenges were ameliorated by the emergence of contextual experts who focused on simultaneously democratizing and centralizing information. Qualitative findings helped generate survey measures, which were distributed to a broader sample. Exploratory factor analysis revealed three factors of theoretical value (information flow, consistency, and accessibility), which helped triangulate qualitative findings. Our study indicates that while uncertainty and fear during crises lead to an increased desire for information among staff, the manner in which that information is delivered is vital.