Crisis Communication in Libraries

Name of the provider (company name or main contact name), or FIRE IN ID ? Soehner, Catherine; Godfrey, Ian; Bigler, G. Scott

CCC addressed

Scope, rationale, context: general description. Precise here if this technology is currently use (eg. company name or contact info) Among the many roles librarians embrace, managing outreach, marketing, and communication are increasingly important. This is especially true during a natural disaster or other crisis situation that might occur in a library. Media and public relations are often the last aspects of crisis management that libraries consider when they complete emergency preparations. When a disaster or crisis occurs, communication to the public and to media outlets is imperative to reduce rumors and misinformation. Immediate communication is also known to maintain a "credible" reputation for the organization that is proactive in communicating facts about the crisis (Claeys & Cauberghe, 2012). The literature provides excellent advice for communicating during a crisis. However, theory is frequently different than putting this theory into practice. A description of a case study in one university library demonstrates implementation of the theory of crisis communication to achieve results of community engagement and trust.

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Among the many roles librarians embrace, managing outreach, marketing, and communication are increasingly important. This is especially true during a natural disaster or other crisis situation that might occur in a library. Media and public relations are often the last aspects of crisis management that libraries consider when they complete emergency preparations. When a disaster or crisis occurs, communication to the public and to media outlets is imperative to reduce rumors and misinformation. Immediate communication is also known to maintain a "credible" reputation for the organization that is proactive in communicating facts about the crisis (Claeys & Cauberghe, 2012). The literature provides excellent advice for communicating during a crisis. However, theory is frequently different than putting this theory into practice. A description of a case study in one university library demonstrates implementation of the theory of crisis communication to achieve results of community engagement and trust.

TRL of the proposed solution - Innovation stage (if applicable) Not applicable

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published in 2017