Managing Crisis-induced uncertainty: First responder experiences from the 2011 Joplin-Duquesne Tornado

On May 22, 2011 an EF-5 tornado ravaged a six mile path through parts of Joplin and Duquesne Missouri killing 141 people, destroying more than 2000 buildings, and displacing over 10,000 people in a matter of minutes. In order to (1) understand how first responders were able to manage the crisis-induced uncertainty that residents, stakeholders, and citizen volunteers were experiencing and (2) explore the crisis communication strategies that were effective in assisting the community a qualitative inquiry began in the fall of 2011. A total of sixteen semi- structured interviews were conducted with law enforcement personnel, public works directors, and leaders from the education and media sectors. An uncertainty management theoretical frame is used to guide the interpretation and analysis of first responder communication within the first 48 h. Crises, such as natural disasters, create opportunities for communities to confront problems and/or improve deficiencies [28] and may also facilitate civic action through volunteerism. This analysis provides a rich, in-depth look at how uncertainty was managed during the first 48 h of the crisis response. A detailed description of the implications and pragmatic considerations are provided.