CALIFORNIA STATE UNIVERSITY, SAN BERNARDINO
INTERNAL/EXTERNAL COMMUNICATION PROCEDURES FOR CRITICAL INCIDENTS
APPROVED BY
ADMINISTRATIVE COUNCIL: February 4, 1991
Revision #1:
ENDORSED BY
ADMINISTRATIVE COUNCIL: January 11, 1999
APPROVED BY
PRESIDENT KARNIG: March 3, 1999
RESPONSIBLE DEPARTMENT:
Director, Public Affairs, 909/880-5007
BACKGROUND:
The natural dynamism of a university
environment, compounded by the rapid growth that characterizes Cal State, San Bernardino,
enhances the likelihood that the campus will be confronted with crisis management issues
as the university evolves into an increasingly complex organization of higher learning.
The changeable nature of this growing institution also contributes to the need for
a clear procedure for internal communication when a crisis erupts.
For the purposes of this statement,
a crisis is defined as an event or series of events that could affect the health or well
being of individuals associated with the university -- or the university itself -- beyond
the everyday problems of living and working. A crisis may take such forms as
physical disaster, financial mismanagement, ethical misconduct, etc. The degree to
which the operation of the university is affected will vary by the circumstances and
management of the incident. Therefore, this statement applies broad definitions and
hierarchical rankings, from the most severe to the bothersome, to critical incidents that
may beset the university.
This outline of communication
procedures establishes a framework for each of the four administrative units to use in
establishing reporting structures for critical incidents.
DEFINING CRITICAL INCIDENTS AND
COMMUNICATION PROCEDURES:
LEVEL 1: ACUTE
Events that disrupt the normal
business routine of the university and/or evoke the operation of Emergency Operations
Center. These may include, but not be limited to, criminal activity, workplace
violence and utilities outages, for example.
INTERNAL COMMUNICATION PROCEDURE:
Campus Police reports the incident
to the vice president for administration and finance, who reports it to the President.
The vice president for administration and finance makes a determination about when
to inform the vice president whose operational unit is most immediately affected, and the
Public Affairs Office when the situation is stabilized. Notification is a top
priority and shall be done at the first available opportunity. Public Affairs will
disseminate information campuswide.
INTERNAL/EXTERNAL INFORMATION
DELIVERY METHODS:
The following delivery methods will
be employed as deemed necessary and when they are available:
Public information release to the
commercial news media.
Radio stations will receive priority
for expedient movement of information
FLASH message on campus e-mail to
all employees
Faculty will be asked to pass
information on to students in classes
E-mail to students with accounts
(approximately 6,000 currently)
Voicemail to all employees
Faculty will be asked to pass
information on to students in classes
Employee/student information will
include where to turn for more information:
Radio station dial positions,
hotline numbers, when updates will be provided
Quick-print fliers posted around
campus and left on information desks
Student Affairs officers will be
asked to collaborate on disseminating information
Special informational forums on
campus
Special edition of The Coyote
Chronicle and/or The Friday Bulletin published
Messages on the electronic marquee
(if working reliably)
Webpage posting (and/or creation of
"intranet" billboard)
Activation of floor wardens to alert
building occupants
Building alarms/bullhorns -- in
evacuation situations
Officers posted at entrances/exits;
areas fenced or taped with signage
Off-campus meetings with concerned
citizens
Letters to important/concerned
citizens
Media appearances (as warranted)
Paid advertisements in the media (as
warranted)
LEVEL 2: CHRONIC
Incidents that have the potential to
become controversial, such as personnel dismissals, sexual harassment complaints, racial
discrimination charges, handicapped access complaints; occurrences that have public image
implications; situations that generate a limited individual impact on employees, students
and normal business operations but require a clear and coordinated approach to management
of the incident.
INTERNAL COMMUNICATION PROCEDURE:
Unit administrator accountable for
the affected operation reports incident to division vice president as soon as the
situation becomes known. Vice president or designee reports the incident to the
President and Public Affairs, ideally within two hours of the receipt of the information.
The vice president also informs Campus Police, if necessary. Public Affairs
notifies other vice presidents.
INTERNAL/EXTERNAL INFORMATION
DELIVERY METHODS:
Public information release to the
news media (as warranted)
Information release to employees and
students (as warranted
May be delivered via e-mail or
published in The Chronicle and Friday Bulletin; memorandum from the president or a vice
president
Special informational forums on
campus
Off-campus meetings with concerned
groups
Letters to important/concerned
citizens
Paid advertisement in the media (as
warranted)
LEVEL 3: LATENT
Single-issue incidents that involve
sole individuals who may precipitate public inquiry by their bizarre behavior, illegal
activity (e.g., possession of drugs, alcohol), etc. In the judgment of Campus
Police, routine annoyance and nuisance cases.
INTERNAL COMMUNICATION PROCEDURES:
Unit administrator accountable for
the affected operation reports incident to division vice president at the unit manager's
discretion. Vice president or designee reports incident to Public Affairs within the
business day. The vice president also informs Campus Police, if necessary.
Public Affairs notifies other vice presidents.
INTERNAL/EXTERNAL INFORMATION
DELIVERY METHODS
Public information release to the
news media (as warranted)
Information release to employees and
students (as warranted)
May be delivered via e-mail or
published in The Chronicle and Friday Bulletin; memorandum from the president or a vice
president
FOLLOW-UP COMMUNICATION
The campus community and general
public may benefit from additional post-event information that provides an update on how a
situation was resolved, precautions that may be taken in the future, etc.
INTERNAL COMMUNICATION PROCEDURES
Public Affairs may take the lead on
generating updated information with the aid of Public Safety and counsel of the vice
presidents and president. Questions generated by the public and university
affiliates also may prompt additional bulletins.
INTERNAL/EXTERNAL INFORMATION
DELIVERY METHODS:
FLASH e-mail to all employees
E-mail to all student account
holders
Memorandum from the President
Educational/informational forums
Articles/reports in the employee
newsletter, student newspaper
Press release, as warranted
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