The first page of your plan should include contact information for your crisis response team. Use this chart as an example, and review the plan regularly to ensure information is up-to-date. 

Example crisis response team template

Additionally, consider keeping an updated list of your institution’s communications office staff, media outlets, emergency organizations or other agencies you may need to contact directly in the event of a major or sudden crisis. Having a comprehensive list on hand will save you time and energy in the long run.

A well-coordinated team with a rapid response system gives you a strong advantage in containing a crisis. Choosing the right team members is essential. Team size will vary based on your institution, but having more than 10 communicators can make coordination difficult.

Look for individuals who:

• Are committed to the library’s mission

• Remain calm under pressure

• Are mindful of public perception

• Think clearly and solve problems effectively

• Are comfortable with uncertainty

• May not have the highest authority but offer key knowledge or skills

The Lead Spokesperson

In a crisis, people want to hear from a leader. This role typically falls to the library director, who can speak with authority and credibility. However, depending on the situation, a campus public relations officer or another administrator may serve as the official voice.

When selecting a spokesperson, remember:

• They are the public voice of the library

• Their office should serve as the central hub for all crisis communication

• They must unify the team to speak with one voice

A strong spokesperson builds trust by:

• Leading with empathy—acknowledging concern before offering rationale

• Being fully informed

• Communicating clearly and making quick, confident decisions

Once you have your crisis communication response team and relevant contacts in place, you can begin to identify the communication tools available to your library. Create a checklist for these, and identify the staff members who are responsible for each. Use this template as an example.

Library communication tools

You may not use every tool available, but having knowledge of your options and who has control of them is key.

Having basic, easy-to-access information about your library serves a number of purposes. If the situation goes public, news outlets will need it for accurate reporting. Administrators making statements on behalf of the library will depend on quick facts. Directors who must pull together a presentation or report justifying library staff positions or expenses will also need information at the ready. Consider keeping the following on your library website or somewhere easily accessible:

• Library address and phone number
• Fact sheet
• Strategic plan 
• Mission statement
• History
• Brief biographies of key library administrators
• Annual report or financial information 

Once information is assembled, assign responsibility for keeping it current. Outdated information is useless for anyone who needs it in a hurry and could result in erroneous news that damages the library’s and institution’s credibility. 

What to include on a fact sheet

Your fact sheet should include basic information and usage statistics such as:

• Library mission and how it ties in with the college’s strategic plan
• Population served by the library
• Annual circulation or other user statistics
• Building hours and information
• Number of staff
• Basic contact information 

Additional option: Create a hidden web page that can be fleshed out with information and published quickly during a crisis situation.

Keeping stakeholders in the loop during a crisis is essential. A strong crisis communication plan will clearly identify your library’s key stakeholder groups and outline how you’ll keep them informed before, during, and after an emergency.

Your plan should address the following questions:

• Who are your key stakeholders?

• What communication methods do you currently use to reach them?

• How will you notify them when a crisis is imminent or unfolding?

• How will you provide timely updates throughout the crisis?

• How will you maintain their support during and after the event?

Common stakeholder groups

• Students (on-campus, off-campus, international, contemporary)

• Parents and families

• Faculty and staff

• Administrators

• Community members

• Volunteers

• Alumni

• Donors and financial supporters

• Vendors and service providers

Once identified, consider the likely role of each group in a crisis. Who is most likely to support the library? Who may need more information or reassurance?

Building and maintaining relationships

Strong relationships begin before a crisis. Assign specific team members to act as communication liaisons for each stakeholder group. This ensures messages are consistent and targeted.

Tailor your tools and approach based on the audience. As a general rule, the smaller or more engaged the stakeholder group, the more personal the communication should be. While one-on-one conversations may work best for some, time and capacity are limited—so a mix of tools is essential.

Consider using:

• Newsletters

• Email updates

• Website alerts

• Social media posts

• Fact sheets

• Virtual or in-person meetings

Using the right combination of tools helps ensure no group is left out—and that your library maintains credibility, transparency, and trust throughout the crisis.