UIS Crisis Communication Plan | University of Illinois Springfield

Purpose

The Crisis Communication Plan for the University of Illinois Springfield provides guidance for developing effective communication strategies and procedures to address and manage crises or potential crises on the UIS campus or any UIS-operated facility that may arise. This plan is intended to support timely and accurate information dissemination, maintain transparency, and mitigate the impact of crises on the university community.

Objectives

To provide a framework for the university's communication response to crises.
To prioritize the safety and well-being of students, faculty, staff, and visitors.
To maintain the reputation and integrity of the University of Illinois Springfield.
To minimize confusion and misinformation by providing accurate and consistent information.
To determine communication channels for effective internal and external communication during a crisis.
To facilitate collaboration among key stakeholders in crisis management and communication.

Audiences

Students
Faculty
Staff
Parents
Alumni
Elected Officials
U of I System Leadership
Media Outlets
General Public

Activating the Crisis Communication Team

The Crisis Communication Team may be activated by the Associate Chancellor for Strategic Communications, Chief of Police, Director of Media Strategy, or their designees. Based on the level and needs of the crisis, the team will be informed of the Crisis Communication Team activation either in-person or via phone, text, or email.

Crisis Communication Team Members

Associate Chancellor for Strategic Communications - The Associate Chancellor for Strategic Communications will serve as the point person for decision-making, in coordination with the Chancellor and other leaders, during a crisis. If established, they will work out of the Emergency Operations Center (EOC).
Chief of Police - Depending on the situation, the Chief of Police (or designee) may be responsible for communicating crisis communication messages using the Rave Alert text messaging system, email, phones, and loudspeakers on campus. They will also play a large role in crisis decision-making, in coordination with the Chancellor, Associate Chancellor for Strategic Communications, and Director of Media Strategy. If established, they will work out of the EOC.
Director of Media Strategy - The Director of Media Strategy (or designee) will serve as the official voice of the University during a crisis as the spokesperson. They will issue approved written and verbal statements on behalf of the University, respond to media questions, and schedule news conferences if needed. Statements will be approved by the Chancellor or Associate Chancellor for Strategic Communications with possible review by the University of Illinois System or legal counsel. The Director of Media Strategy will also be in charge of social media messaging and monitoring related to the crisis. If established, they will work out of the EOC.
Assistant Director of Media Strategy - The Assistant Director of Media Strategy will assist the Director of Media Strategy by primarily focusing on social media messaging and monitoring. They will draft messages to be approved by the director and create graphics for social media posts, in addition to assisting with media relations, as needed. They may work on campus, remotely, or in the EOC as the situation dictates.
Director of Web and Digital Strategy - The Director of Web and Digital Strategy (or designee) will be responsible for posting emergency messaging on the UIS website in coordination with the Associate Chancellor for Strategic Communications and the Director of Media Strategy. They may work remotely or on campus.
Director of Marketing and Brand Strategy - The Director of Marketing and Brand Strategy (or designee) will help support the Associate Chancellor for Strategic Communications and Director of Media Strategy with emergency communication needs. The Director of Marketing and Brand Strategy will also monitor and determine how the crisis will impact the University’s brand and reputation. They may work remotely or on campus.
Director of Community and Governmental Relations - The Director of Community and Governmental Relations will communicate with local elected leaders, community organizations, and possibly the University of Illinois System Office of Governmental Relations to inform them about the crisis and make requests. They may work remotely or on campus.

Please refer to the UIS Emergency Response plan for additional information.

Team Objectives Once Activated

Review and determine the facts
Develop key messages and gain necessary approvals
Assign responsibilities to the team
Develop internal and external communications materials

Crisis Communication Channels

Channel	pERson(s) responsible	when to use
Email	Chief of Police (or designee) Director of Media Strategy (or designee)	Active Shooter Winter Weather Power Outage Severe Weather Fire Threat to Campus Crime impacting student safety Death of a student Other situations deemed appropriate
Rave Text Alerts	Chief of Police (or designee)	Active Shooter Winter Weather Power Outage Severe Weather Fire Threat to Campus (including Timely Warning requirements) Crime impacting student safety Other situations deemed appropriate
Campus IP Phones and Speakers	Chief of Police (or designee)	Active Shooter Threat to Campus Imminent threatening weather, such as Tornado Warnings Other situations deemed appropriate
Digital Signage	Chief of Police (or designee) Director of Marketing and Brand Strategy (or designee)	Active Shooter Threat to Campus Imminent threatening weather, such as Tornado Warnings Other situations deemed appropriate
Social Media	Director of Media Strategy (or designee) and Assistant Director of Media Strategy	Active Shooter Threat to Campus Imminent threatening weather, such as Tornado Warnings Other situations deemed appropriate
Website (Red Box)	Director of Web Services (or designee)	Active Shooter Winter Weather Power Outage Severe Weather Fire Threat to Campus Other situations deemed appropriate
Press Releases/ Statements	Director of Media Strategy (or designee)	Active Shooter Winter Weather Power Outage Severe Weather Fire Threat to Campus Other situations deemed appropriate

Goals During a Crisis

Speak with one voice utilizing the spokesperson and approved messages
Clearly communicate information to (1) the campus community and (2) the general public in a timely and accurate manner using all appropriate channels to prioritize the safety of individuals on campus and in the surrounding community.
Inform the public of the best way to keep themselves safe, based on what is currently known about the crisis.
Provide emergency notification of crimes or other incidents and evacuations that might represent an imminent threat to the safety of students or employees.
Provide information that aids in the prevention of similar crimes.
Provide continuous updates to the campus community and general public as the crisis unfolds and new information becomes available.
Monitor media and social media reports for the possibility of misinformation and be ready to respond with correct information.
Alert the media about the crisis and let them know where to stage on campus

Primary Sources of Information

During a crisis, the campus should consider primary sources of information to be official emails, Rave Alert text messages, IP phone alerts, digital signage, social media posts made on the official UIS social media channels, and messages posted on the UIS homepage. Information from other sources, including the media and non-UIS affiliated social media accounts should be treated as unofficial information.

Approval of Outgoing Information

The Associate Chancellor for Strategic Communications, Chief of Police (or designee), or Director of Media Strategy should approve all outgoing information before it is disseminated.

Emergency Staging and Communications

In the event of an emergency where volunteers show up/are needed, the Director of Media Strategy will work with the Chief of Police to communicate needs and the staging location to the public.
The Chief of Police, with the help of partner agencies, will determine if a Family Assistance Center or emergency phone line is needed. Information will be communicated to families, students, and the public by the Director of Media Strategy.
The Associate Chancellor for Strategic Communications will keep the Chancellor’s Cabinet informed during an emergency.

Ending the Crisis

The Associate Chancellor for Strategic Communications, Chief of Police, or Director of Media Strategy will determine when the crisis has concluded and relay necessary information to all members of the Crisis Communication team.

Last Updated: July 23, 2024