Clearing the Smoke: Understanding Communication Satisfaction in Fire Departments

• In Event: ICA Plenary Interactive Paper/Poster Session II
  In Interactive Paper Session: Organizational Communication Interactive Poster Session

Abstract

Fire departments face a variety of communication challenges due to their high-risk, high-consequence nature. Effective communication within and throughout such service organizations is important to understand because incorrect information could negatively influence performance. Further, miscommunication could cause serious errors. One way to understand whether communication is effective in high-risk environments is to examine whether members are satisfied with various communication patterns. Thus, this study examined the levels of communication satisfaction within an urban fire department. Findings from focus groups suggested that seven communication satisfaction dimensions (i.e., communication climate, communication with superiors, organizational integration, media quality, informal communication, organizational perspective, and communication with subordinates) were present. Personal feedback was not present. Findings further suggested a revised model for communication satisfaction to spark further research on the framework.

Author

• Laura E Young, Butler University