Managing Citizen Relationships in Disasters: Hurricane Wilma, 311 and Miami-Dade County
Managing Citizen Relationships in Disasters: Hurricane Wilma, 311 and Miami-Dade County
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管理灾难中的公民关系：飓风威尔玛、311 和迈阿密戴德县
DOI：
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发表时间：
2007
期刊：
影响因子：
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通讯作者：
Thomas Langenberg
中科院分区：
文献类型：
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作者：
Alexander Schellong;Thomas Langenberg
正如近期事件所表明的，有效的知识共享在所有政治层面都已变得至关重要，尤其是在灾害发生时。在本文中，我们介绍迈阿密 - 戴德县的案例，该县实施了一个多辖区、多渠道的环境（311/门户），并在飓风威尔玛期间成功加以利用。根据我们对公民关系管理（CiRM）的研究以及关于吸收能力（ACAP）的文献，我们认为这种设置提高了一个组织获取、吸收、转化和利用有关公民需求的信息和知识的能力。我们将在文末讨论对进一步的公民关系管理研究的启示以及对应急管理的管理见解。
As recent events have shown, effective knowledge sharing has become important at all political levels, especially when disasters occur. In this paper, we present the case of Miami-Dade County, which implemented a multi-jurisdictional, multichannel environment (311/portal) and successfully utilized it during hurricane Wilma. Drawing from our research on citizen relationship management (CiRM) and literature on absorptive capacity (ACAP), we argue that this setting increases an organization's ability to acquire, assimilate, transform, and exploit information and knowledge regarding the citizen's needs. We shall discuss implications for further CiRM research and managerial insight for emergency management at the end of the paper