Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 The Situation: On Thursday, March 27, the University of Louisville Police Department received a request from Student Health Services to transport a distraught student to a mental health facility. At about 8:46 a.m. the officer reported that the student had a weapon and had taken her counselor hostage. This triggered a series of events, including activation of the university’s crisis communication plan. The incident was resolved when the student turned over the gun at 9:17 a.m. – only 31 minutes after the first notice. The story grew more tragic later that morning, when the student’s two children were found murdered in their home. The university continued to communicate with a variety of audiences for the next 48 hours.

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 The Situation (cont.): Many university officials, including the president, were about to board a plane for the NCAA basketball tournament. After 18 years in the same location, UofL Dispatch was moving its office. Literally working around and out of boxes.

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 Timeline: 8:32Initial call from Student Health for escort 8:34Duress alarm received from Student Health 8:39Officer arrived on scene for duress alarm 8:43Officer calls for back up immediately 8:46Officer advises student has pulled a gun on him. Dispatch to call LMPD for suspect has made threats to family off campus 8:46LMPD contacted by Dispatch to do a welfare check on off campus family

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 Timeline (cont.): 8:47Additional officers arriving on scene evacuate Student Health Building and set safe perimeter around building 8:56AVP for Communications and Marketing (Drees) is notified by Provost, VP for Business Affairs. Officials head toward command center. 8:59Major Brown notifies Drees that Alert is being prepared, confirms text of initial message. 9:01Incident Command Post established at PEACC office

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 Timeline (cont.): 9:04 RAVE and INFORMACAST notices sent out (by dispatch) advising of a hostage situation at Student Health Belknap. VoIP messages received at 9:04 at 9,000 phones on campus Text message arrives from 9:05 until about 9:23 9:05 Provost, Drees, other officials arrive at Incident Command Post 9:11 and website copy written and sent by Office of Communications and Marketing, arrives in mailboxes between 9:11 and 9:17 and appears on the website at 9:13 9:15 Four television station vehicles, helicopters arrive on scene; steered to DPS conference room. Director of Media Relations Cindy Hess meets them there.

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 Timeline (cont.): 9:17 Officers on scene advise situation is under control; subject has been disarmed and no injuries reported. President arrives from airport. 9:20 RAVE and INFORMACAST notices sent out that situation is under control. Officials huddle to prepare for press briefing. and website also updated. 9:35 UofL, LMPD arrive at Settles Blvd Address. 10:00 Hess gives basic information to media. 10:17 OCM sends second & updates website giving more detail.

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 Timeline (cont.): 10:30 President Ramsey speaks to media Noon Ramsey gives follow-up TV interview P.M. Drees does follow-up interviews (local, national) 5:30 from president, provost recapping, updating, message posted to website 3/28 Emergency Management Team recaps events 3/29 President, provost send another note updating, discussing EMT meeting, reassuring students and parents; website also updated

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 The Result: Widespread praise for our speed, follow-up –Positive media coverage –Employees/students –Parents and university friends Some criticism from faculty and students –Speed –Not enough information Quick lesson about our strengths/weaknesses –Communication among OCM staff needed work Jump in text messaging sign-ups

Case Study: Hostage Situation CPE Crisis Communication Workshop June 12, 2008 Lessons learned: Plan ahead –had been working together for years, but particularly in past 12 months Invest in the proper tools –university-wide systems –Communications Office –laptop, portable printer, wireless internet card Practice –We had tested our equipment, speed of messaging, everyone’s roles Establish relationships with Police, IT, Student Life, DEHS, other units –If you must move quickly, you have to trust each other to do your jobs