Assignment: Create a professional memo that incorporates the importance of effective written communication in Public Administration. Analyze and compare the communication breakdowns that occurred during the Hurricane Katrina disaster and apply it to Arizona Division of Emergency Management.

1. INTEROFFICE MEMORANDUM
TO: WENDY SMITH-REEVE
FROM: JAMES BRIAN ROTH
SUBJECT: EFFECTIVE CRISIS COMMUNICATION
DATE: JANUARY 25,2015
CC: DOUGDUCEY
In light of the recent breakdown in communication during the Hurricane Katrina
disaster, I have been asked to review communication practices within our organization to
ensure these shortcomings are not repeated. Effective communication is essential to our
mission in providing the citizens of Arizona timely and effective disaster response. Please
allot yourself a quantity of time so that you can fully appreciate this important
information. Although I do not value pointing out other organizational faults, I will be
providing examples of some issues that arose from the New Orleans disaster. These
references will be italicized and then followed by suggestions of how we can avoid them,
thus improving our communication process. I will be sharing some critical information
regarding:
1. Some of the major errors that occurred during the Katrina Disaster.
2. How to communicate with your staff and others utilizing plain talk.
3. How to apply this information to our organizational team here in Arizona.
“Hurricane Katrina was and continues to be as much a communication crisis as a
natural disaster or governmental fiasco. Massive failures with the operability and
interoperability of communications technology have been documented, as have
bureaucratic and personal squabbles that pre-vented or delayed effective preparedness,
response, and recovery.” (Cooper and Block 2006; U.S. House 2006)
It would be my expectation that none of us would want that label applied to our
organization after a crisis. That is why it is imperative to dismiss anything that could
hamper our communication during such a crisis. Simple steps can be applied to ensure
that cooperation and effective/efficient communication is achieved. Let us not let egos or
multi-departmental rivalries hamper our ability to convey our messages. Please feel
unrestricted in asking any clarifying questions if you do not understand something
completely. I ask all department heads to be receptive to questions from staff or
colleagues, as this will ensure their understanding and significance of the message.
Finally, continue to foster your networks, as these will be pivotal if an unfortunate event
would occur. Regarding cooperation, we once again revisit the Katrina disaster.
“Officials and managers at all levels should combat tendencies toward
groupthink by building in different perspectives, consulting at different levels, putting
performance before loyalty, and taking other appropriate measures. Crisis decision
makers and crisis managers at all levels should pay more attention to making
interorganizational networking effective rather than counterproductive.” (Garnett and
Kouzmin; 2007)

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Please also keep in mind the importance of plain talk. When communicating, be it
staff, another department, or another agency; please always write/speak with your
audience in mind. Remember to avoid acronyms and be clear, concise, and to the point.
Additionally, it is not important how big or how many words you choose, BUT HOW
YOUR AUDIENCE UNDERSTANDS IT! It is logical to assume if they can’t understand
it, they can’t act upon it. In disaster relief, time is of the essence, it is not the time to have
anything hamper the communication process. Once again reverting to New Orleans,
Cooper and Block (2006) illustrate this,
“Interorganizational distrust and rivalry abounded among Katrina actors. Some
officials within FEMA considered local emergency managers to be unsophisticated and
even called them “goobers” often treating them with disdain or indifference.”
While I am sure our professional team will never revert to name calling, it is
important to demonstrate how things can degrade to this point during a crisis. This might
occur because of the hurried nature of our business and the combination of many
variables and organizations. I am confident that we will continue to foster our networks
and strive to continually improve our cooperation and the communication process. I will
leave you with our mission statements, which I am confident you all are familiar with.
ON PREPARTATION: The mission of the Preparedness Section is to prepare state
agencies and local emergency management organizations to prevent, respond to, recover
from and mitigate against disasters through planning, training and exercise activities.
ON OPERATION: The Operations Section is responsible for the timely analysis of
natural, civil, and technological hazards, intelligence sharing, and emergency response
coordination.
It is my hope that you will continually capitalize upon your ability to apply plain
talk, cultivate cooperation, and draft written correspondence with your audience in mind.
Furthermore, avoid acronyms that might confuse other agencies, and draft your messages
in a concise manor. Please remember that a disaster affects us professionally, the citizens
we serve, as well as the families we love. Let us work together to ensure that if a disaster
occurs we are ready to communicate effectively to handle any situation the best possible
way we can. Together!
Thank You for Your Time and the Attention this Information Deserves,
James Brian Roth
I have attached two documents for further reading; we will discuss these during our next
inter-departmental meeting.
Byrne, "Writing Government Policies and Procedures in Plain Language"
Garnett and Kouzmin, "Communicating Throughout Katrina"

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References
Retrieved from https://bblearn.nau.edu/bbcswebdav/pid-3102876-dt-content-rid-
26120120_1/courses/1151-NAU00-PADM-302W-SEC003-7266.NAU-
PSSIS/Garnett%20and%20Kouzmin_Communicating%20throughout%20Katrina
%281%29.pdf
Retrieved from https://bblearn.nau.edu/bbcswebdav/pid-3102867-dt-content-rid-
26120117_1/courses/1151-NAU00-PADM-302W-SEC003-7266.NAU-
PSSIS/Byrne_Writing%20Government%20Policies%20and%20Procedures%20i
n%20Plain%20Language.pdf
Arizona Division of Emergency Management (ADEM) - Operations Section. (n.d.).
Retrieved from http://www.dem.azdema.gov/operations/index.html