When the crisis hits, there are too many things going on to think clearly, so the fewer things you try to do in the immediate aftermath, the better. Here are some key steps that can be implemented in any crisis management scenario.
Be Proactive: Prepare for potential crises. Study how others have fared and develop action plans based on best practices.
Get the facts: If possible, communicate with those involved. Determine facts versus opinions.
Listen: Social media is a great place to listen to the concerns of your community. How can you address those concerns as an organization? Are you able to impact or influence the conversations?
Respond: Is there an immediate response that can be provided as you gather the facts? What is the long-term response after the facts are gathered? Ensure your response is understood by students and staff and the outside community.
Stay Focused: You must employ a proactive and optimistic mentality. People respond far better to optimism than they do to pessimism or cynicism.