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Publication
A comunicação de crise: contributo para a atividade operacional da Polícia
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Authors
Abstract(s)
Esta dissertação propõe-se abordar a Gestão da Comunicação de Crise e fazer o seu enquadramento com as Ciências Policiais. Duas áreas distintas que se cruzam na atividade operacional da Polícia, com relevo nos eventos de multidão, onde, por vezes, ocorrem incidentes com consequências ao nível da imagem, dando início a uma situação de crise. Nesta investigação exploratória, com índole qualitativa e interpretativista, pretende-se perceber que metodologias da gestão da comunicação de crise podem ser aplicadas na ação policial para que a legitimidade da Polícia saia reforçada. O estudo está dividido em duas partes, a revisão bibliográfica e a investigação empírica. Os dados foram recolhidos através do inquérito por entrevista, com a participação de quatro Oficiais da Polícia de Segurança Pública e quatro investigadores. As entrevistas foram transcritas e o seu conteúdo analisado. Os resultados obtidos evidenciam que a Sociedade está em constante mudança, o que gera desafios para a cidadania e para a atividade policial. Os resultados expressam que nenhuma instituição está imune a uma crise e que a sua gestão é um processo situacional e contingencial, que carece de formação prévia. Numa situação de emergência a maioria das ações desenvolvidas são atividades de comunicação, pelo que a sua gestão é um fator crítico para o sucesso da Polícia, enquanto instituição sob forte escrutínio (sendo este potenciado pelos social media) e cujas ações dependem da cooperação do cidadão. A comunicação é essencial para a construção da reputação e deve ser utilizada como resposta às ameaças à legitimidade e como ferramenta de aproximação à comunidade.
This study proposes to approach the Crisis Communication Management and to make its connection with the Police Sciences, two distinct areas that intersect in the operational activity of the Police, with emphasis in the crowd events, which have a high propensity to initiate a process of crisis. In this exploratory investigation, with a qualitative and interpretative nature, it is intended to understand what methodologies of crisis communication management can be applied in the police action so that the legitimacy of the Police can be reinforced. This master thesis is divided into two parts, the bibliographical review and the empirical investigation. The data were collected through the interview survey, with the participation of four Police officers of the Public Security Police (PSP) and four investigators. The interviews were transcribed and their content analyzed. The results show that society is constantly changing, which creates challenges for citizenship and for police activity. The results also express that no institution is immune to a crisis and that its management is a contingent and situational process that requires previous formation. In an emergency situation, most of the actions carried out are communication activities, so their management is a critical factor for the success of the Police, as an institution under strong scrutiny (reinforced by social media) and whose actions depend on the citizens' cooperation. Communication is essential for reputation building and should be used in response to threats to institutional legitimacy.
This study proposes to approach the Crisis Communication Management and to make its connection with the Police Sciences, two distinct areas that intersect in the operational activity of the Police, with emphasis in the crowd events, which have a high propensity to initiate a process of crisis. In this exploratory investigation, with a qualitative and interpretative nature, it is intended to understand what methodologies of crisis communication management can be applied in the police action so that the legitimacy of the Police can be reinforced. This master thesis is divided into two parts, the bibliographical review and the empirical investigation. The data were collected through the interview survey, with the participation of four Police officers of the Public Security Police (PSP) and four investigators. The interviews were transcribed and their content analyzed. The results show that society is constantly changing, which creates challenges for citizenship and for police activity. The results also express that no institution is immune to a crisis and that its management is a contingent and situational process that requires previous formation. In an emergency situation, most of the actions carried out are communication activities, so their management is a critical factor for the success of the Police, as an institution under strong scrutiny (reinforced by social media) and whose actions depend on the citizens' cooperation. Communication is essential for reputation building and should be used in response to threats to institutional legitimacy.
Description
Keywords
Polícia Gestão Civil de Crises Gestão da Comunicação Comunicação Social