Enhancing citizen response to crises through communication: investigating expert views

The purpose of this paper is to clarify how citizen response to crises is currently being enhanced, and how it might be increased, by emergency response organisations in member states of the European Union via communication strategies and tools. Data were gathered via an online questionnaire directed at emergency management and crisis communication experts working in the field of crisis response. The experts were drawn from the database of an international conference. The results indicate that while the importance of involving citizens in crisis response is generally acknowledged, the implementation of such activities is often fragmented. Although some initiatives are under way, coherent structures are lacking. It is suggested that the issue needs structural attention and that such efforts need to include a wide range of emergencies, applying regional and cultural specific approaches adapted to local needs.