Government Agency Communication during Postdisaster Reconstruction: Insights from the Christchurch Earthquakes Recovery

Abstract

Providing information to the public is critical for government agencies during times of crisis. However, little is known about the communications that take place in the long term after disasters and emergencies. How are information and communication managed during the postdisaster reconstruction (PDR)? And how do social media platforms support or hamper the government-to-citizen (G2C) communications management? A case study approach is taken to investigate these questions, using a mix of qualitative (semistructured interviews) and quantitative (multiple choice questionnaire) research methods. Officers involved in the recovery activities after the Canterbury earthquakes of 21 and 211 in New Zealand were surveyed and interviewed. Results suggested that the recovery information and communications were managed using a wide array of communication means, with preference given to face-to-face interactions, printed material, and websites. Information management during the PDR focused on addressing individual issues rather than on mass communication. Social media played a relevant role in information provision and sharing during disaster recovery. However, some features of the social media technology undercut its utility for PDR communications.