The Use of Text Messages Within a Crisis Negotiation: Help or Hindrance?

Abstract

This exploratory study aims to examine the use of text messaging as a communication method within crisis negotiations and draws upon the knowledge and experiences of trained crisis negotiators from around the world. A questionnaire (N = 207) and follow-up telephone interviews (N = 16) were utilized to ascertain if text messages are currently utilized in this environment; level of training being provided; what reservations negotiators have about using this method of communication; and, for those who have experience of using text messages, how it helped or hindered the negotiation process. Implications for practice and training are also discussed.

KEYWORDS:

• Mobile phones
• crisis negotiations
• text messages
• training
• technology

Notes

1. Ofcom—Independent regulator for the United Kingdom's communications industries.