Trust in computer-supported crisis management communication : toward a new model

International audienceThis paper presents a new model, Computer-supported Crisis Management Communication (3C) to capture communication during crisis management when communication is mediated by computational tools. Different services (e.g., police, army, hospital, fire service) support crisis management with different responsibilities. Each service has unique concerns regarding the main elements of the situation, the major values, interests and objectives to be fulfilled, and the relevant alternative course of action. While the services have well-defined and distinct responsibilities, teams within and between disciplines must share information and make adjustments to meet changes in a dynamic environment. Despite recent technical advances in the area of systems support for cooperative work during crisis, there is still relatively little understanding of the communication requirements. Moreover, independent of the software, recent analyses show that trust between partners is crucial during crisis management. We draw on models of interpersonal trust, technology acceptance, situation awareness and communication to elaborate a new model integrating all these factors and to provide recommendations for computer-supported communication environment