Crisis Communication Management Model in the Public Sector of Dubai
The British University in Dubai (BUiD)
Communication is at the heart of our lives. It is our means of conveying information and understanding facts, of enabling us to prepare for a predicted event, deal with that event and to be informed. The unexpected events occur every day, and with the increase of the negative outcomes of these incidents on people and organizations, they would become crises that require effective management. The use of CCM as a success factor for this effective crisis management enables the organization to avert or minimize the undesired impact on the businesses, stakeholders as well as the society. In a legendary city like Dubai, the fast growing businesses and the infrastructure developments as well as the population increase, any crisis type might be expected. The government organizations generally share common foundations of strategies and processes to achieve the Emirate's vision; hence they need to ensure preserve the positive reputation and image of it. The emerging need for a unified model of CCM for the public sector can achieve preserving the reputation by creating the consistency among the sector during crises. Therefore, this dissertation presents a proposed model that can be implemented in the public sector in Dubai. The proposal is a result of extensive efforts of research that started with literature review on different topics related to CCM as well as some highlights of benchmarking conducted with the practices in Singapore and Australia governments in the same field. The finding enabled the researcher to collect and analyze the real data based on a conceptual model and research propositions. The final results supported the conceptual model that consists of pre-crisis, during crisis and post crisis stages; in addition to supporting the propositions developed earlier which stressed on three main aspects: the important role of communication in crisis management, the emerging need for a unified CCM model in the public sector and the effective role of stakeholders in CCM. Finally, a set of recommendations are proposed to support successful CCM practices in the governmental organizations, which would eventually support maintaining the positive image and reputation of the organization and the government.
crisis communication management, public sector, Dubai, United Arab Emirates (UAE), effective management, government organizations, stakeholders, CCM teams