An Exploratory Study on the Internal Communication for the Quarantine Management in a Public Health Emergency: Focusing on the Case of G District in Seoul Using the Naver Band During the Outbreak of Middle East Respiratory Syndrome Coronavirus in 2015

Abstract

Introduction: In the outbreak of the Middle East respiratory syndrome coronavirus (MERS-CoV) in 2015, G district of Seoul established the Naver Band, a kind of closed-type social network service (SNS) for management of close contacts to a MERS-CoV patient (home quarantine). This is an academically valuable cases of a specific situation of internal communication within the response team during the public health emergency. Objectives: The empirical case in G District allows exploration of several aspects of the internal communication using SNS at a public health emergency response. This study provides an overview of the SNS posts communicated for quarantine management, and attempts to describe these communication method's potential for influencing quarantine management. Method: Qualitative and quantitative content analysis were conducted on 656 posts, from June 9, 2015, when the Band was created, until October 30, when the MERS-CoV epidemic was temporarily ended. In addition, social network analysis was performed on 27 posts that monitoring staffs questioned about their problems occurred during the quarantine management. Results: Closed-type SNS became common space for public health workers to internally interact and exchange information during public health emergency. In particular, it functioned as substitute internal communication channels when lack of coordination and internal information deficit to the response team were presented. As well as these roles, it was confirmed the achievement of SNS communication by efficient resolution of problems in quarantine management. Furthermore, most influential participants in communication network were identified, such as chief decision-maker and specialized functional managers (e.g., medical and livelihood management). Conclusion: Local public health workers and professionals should actively utilize closed-type SNS, for the purpose of communicating effectively within a response team and manage efficiently the quarantines in a public health emergency.