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Handbook for the Crisis Communication Center

Bolanle A. Olaniran and Juliann C. Scholl

Crisis communication plays an important role in maintaining a community’s safety and security. While governments devote significant attention to national crises, anticipation and preparation specific to local communities is imperative and can assist media outlets, elected officials, and message designers in successfully reaching their intended target audiences. However, local leaders might not possess the communication skills and knowledge needed to prepare a local community for potential crises. Therefore, there is a need for communities to have support systems in place to help them respond and communicate appropriately.

This volume provides a comprehensive resource that provides the knowledge and guidelines that can be used for localized crisis preparation. Focusing on crisis preparedness/readiness, it discusses and extends the anticipatory model of crisis management (AMCM) in the establishment of crisis communication centers (CCCs) within local communities and municipalities across the U.S. The authors advocate for communities to create CCCs that would be comprised of municipal and community members who can fulfill specific functions on a team tasked with preparing for crisis, as well as responding to a crisis aftermath.

Directions for  future research such as the comparison of specific crisis prevention strategies across similar local communities, and developing new and innovative ways to collect and warehouse large amounts of crisis data, is provided.

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Chapter 3. Community Resources for CCCs


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Chapter Highlights


Now that the rationale for the CCC has been established, it is important to address how to make it work in a manner that would allow it to help the community address the pressing needs of planning, preparation, and crisis management. There is no point in having a CCC if it cannot function effectively. In an attempt to do this, this chapter focuses on identifying varieties of resources available within the community and on discussing how to mobilize them in the crisis process. Furthermore, each of the addressed resources is discussed within the context of the AMCM model and how they fit into the CCC. First, however, it is important to define or conceptualize what is meant by resources. ← 55 | 56 →


Because the goal of CCCs is to help the community prepare and to be ready for a crisis, it is necessary that the preparation takes into account the best way to coordinate and to utilize available resources at the community’s disposal. The notion of human resources, in particular, can be traced back to the management and organization behavior fields, which focus on how people within organizations behave individually and in group settings within the confines of their respective organizations (e.g., structure, process, and culture) (Armstrong & Taylor, 2014). The focus of any resource-based theory, such as human resources management, is on achieving a desired...

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