Petersen, L., Fallou, L., Reilly, P.J. orcid.org/0000-0002-6890-778X et al. (1 more author) (2018) Public expectations of critical infrastructure operators in times of crisis. Sustainable and Resilient Infrastructure, 5 (1-2). pp. 62-77. ISSN 2378-9689
Abstract
Maintaining a minimum level of service and recovering quickly after a shock are key components of critical infrastructure (CI) resilience. Nevertheless, recent literature indicates that there is an ‘expectation gap’ in relation to the services CI operators should provide to members of the public in the immediate aftermath of a disaster. However, few of these studies have empirically investigated what members of the public expect. As such, this paper explores this under-researched area by drawing on key themes that emerged from a literature review, results from an online questionnaire-based study (N = 403), and analysis of 22 semi-structured interviews with CI operators and other relevant stakeholders. Results indicate that the public appear willing to tolerate reductions in service during crisis. The public also expect CI operators to keep them informed about progress to restore these services and answer direct queries via both traditional and social media. Based on these findings, resilience recommendations are presented.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2018 Informa UK Limited, trading as Taylor & Francis Group. This is an author produced version of a paper subsequently published in Sustainable and Resilient Infrastructure. Uploaded in accordance with the publisher's self-archiving policy. |
Keywords: | Critical infrastructure; resilience; public expectations; minimum acceptable service level; communication |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Information School (Sheffield) The University of Sheffield > Faculty of Social Sciences (Sheffield) > Department of Sociological Studies (Sheffield) |
Funding Information: | Funder Grant number EUROPEAN COMMISSION - HORIZON 2020 653390 |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 01 Oct 2018 13:19 |
Last Modified: | 17 Apr 2024 10:44 |
Status: | Published |
Publisher: | Taylor & Francis |
Refereed: | Yes |
Identification Number: | 10.1080/23789689.2018.1469358 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:136395 |