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Case Study: Hostage Situation

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.

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Case Study: Hostage Situation

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

  2. 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. CPE Crisis Communication Workshop June 12, 2008

  3. 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. CPE Crisis Communication Workshop June 12, 2008

  4. Timeline: CPE Crisis Communication Workshop June 12, 2008

  5. Timeline (cont.): CPE Crisis Communication Workshop June 12, 2008

  6. Timeline (cont.): CPE Crisis Communication Workshop June 12, 2008

  7. Timeline (cont.): CPE Crisis Communication Workshop June 12, 2008

  8. Timeline (cont.): CPE Crisis Communication Workshop June 12, 2008

  9. 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 CPE Crisis Communication Workshop June 12, 2008

  10. 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 CPE Crisis Communication Workshop June 12, 2008

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