Crisis Communications Notification Message Templates
TABLE OF CONTENTS
PAGE
- Document Control 2
- Section 1: Introduction 3
- Section 2: Incident Notification Message Matrix 5
- Section 3: Crisis Communications Do’s and Don’ts 6
- Section 4: Emergency Notification Message Templates
- Active Shooter/Armed Individual7
- Bomb Threat/Suspicious Package8
- Child Abduction 9
- Civil Disturbance 10
- Fire/Gas Leak/Structural Damage 11
- Flooding 12
- Hazardous Materials Incident 13
- Hurricane/Tropical Storm Warning 14
- Railway Accident 15
- Tornado Warning 16
- Violent Crime 18
- Section 5: Urgent and Important Notification Message Templates
- Accidental Death 19
- Class Cancellation 21
- Hurricane/Tropical Storm Watch 22
- Major Traffic Accident 23
- Missing Person/Child 24
- Power Outage 25
- Severe Winter Weather 26
- Tornado Watch 27
- Section 6: All Clear Notification Message Templates 28
- Section 7: Test Notification Message Templates 29
DOCUMENT CONTROL
Version:December 2013
Last Update By:EnviroSafe
Distribution To:Stan Turbeville
Director of Marketing and Public Information
SECTION 1: INTRODUCTION
Communications from GTCC administration prior to, during, and after an incident are critical to protecting the GTCC community. Emergency notification messages for GTCC are intended to guide the college in expediting emergency information to students, facultyand staff and serve as an adjunct to the GTCC emergency response plan. Notification messages will range from those providing “information” to others that will require recipients to “take action.” Lives will depend on clear and concise messaging in the early stages of response to an emergency situation.
Use of the GTCC emergency notification system should consider several requirements. These include:
- The population and location of students, faculty and staff that require notification. Notifications may be limited to an individual GTCC campus, portion of a campusor a building.
- The urgency of the situation. This will dictate the timing of notification. For example: notification of a fire, active shooter or tornado warning should be made in less than 10 minutes. Other hazards such as winter weather advisories, hurricane watches or other incidents may be delayed until timing is appropriate such as between class periods or at the end of a class day. See Section 2 for examples.
- Length of messages about an incident. The communications channel being used to deliver the message will dictate details/message length. Messages such as those delivered by Twitter are limited to 140 characters and spaces while e-mails may have more detail. Messages through systems such as outdoor verbal warning systems should also be kept short and repeated in order to be understood and reach a large audience.
The campus emergency notification system exists of the following channels:
- E2Campus
- Social Media (Cell phone text, Twitter, Facebook)
- Employee telephone screen messages
- Computer screens
- Internal video monitors
- External video monitors
- Campus switchboard (for external callers)
- Campus switchboard voicemail message
- Mass notification warning system
The message templates provided should not be considered all-inclusive and must be adapted as necessary for each type of incident or situation. Information contained in these templates may be modified or deleted as appropriate, but should follow the following guidelines:
Text, E2Campus, Twitter messages will be no more than140 characters in length – including spaces - to meet Twitter requirements and expedite message delivery. Links to additional detail about the situation may be embedded in the message if space allows. Where bracketed [ xxx ] text exists in the templates, complete the message using the text as a guide, but remember the text can be NO LONGER than 140 characters and spaces.
Employee cell phone screens may be used for very brief (xx character – information TBD from campus) messages.
Facebook posts will typically be the same length as those for text messages (140 characters). However, in certain situations where more detail is appropriate to convey “tone” such as in an accidental death, Facebook posts will align with messages used for e-mails and internal monitors.
E-mail, computer screen, internal monitor messages will be similar subject matter to text messages, but may provide additional detail and links to additional information if appropriate and available. Length should still be kept to a minimum.
External video monitor messages are limited to 60 characters. A standard message will be used on these monitors directing viewers to call xxx-xxxx for details.
Switchboard messages for recorded voicemail messages and live operator interaction with callers will be similar to the language in e-mail messages. Switchboard operators should not provide any additional information until authorized by campus officials.
Computer screen and internal monitor messages will be similar in length to text messages, but are scrolling.
Mass Notification Warning System messages must be modified per the MNWS contractor. Messages will be modeled after text message templates, but may need to be modified for length.
Press releases are for use after emergency notifications have been made. Press releases may be used during an event or following an event’s conclusion. Even if a press conference is held, a press release should be considered for providing information to media not in attendance to ensure the college’s messages are conveyed.
SECTION 2: INCIDENT NOTIFICATION MESSAGE MATRIX
Incident Notification Message Matrix*Time Period During Which Initial Notification is to Be Made
Event / Immediate
<10 min. / Urgent
<1 hour / Important
<2 hours
Active Shooter/ Armed Individual / X
Bomb Threat/ Suspicious Package / X
Child Abduction / X / X
Civil Disturbance / X
Fire/Gas Leak/Structural Damage / X
Flooding / X
Hazardous Materials Incident / X
Hurricane/ Tropical Storm Warning / X
Railway Accident / X
Tornado Warning / X
Violent Crime / X
Accidental Death / X
Class Cancelation / X / X
Hurricane/Tropical Storm Watch / X
Major Traffic Accident / X / X
Missing Person/ Child / X / X
Power Outage / X
Severe Winter Weather / X / X
Tornado Watch / X
* Some incidents are shown in more than one column. Timing of notification of these events should be evaluated based on severity or urgency of needed notification to save lives or avoid disruption of college operations.
SECTION 3: Crisis Communications Do’s and Don’ts
Dos:
Develop and exercise a plan and then respond as you exercise
Tell the truth
Announce bad news yourself and then maintain control of the message
Act fast – Response during the first hour of trauma - the “Golden Hour” - is critical for survival no matter if physical injury to a person or damage to an organizations reputation
Demonstrate concern
Be yourself
Remain calm
Be concise
Release only confirmed facts
Anticipate questions and develop answers
Develop a consistent response
Return all calls from the media as soon as possible
Provide updates to students, faculty, staff, media, families and friends
Designate a spokesperson and, whenever possible, refer inquires to that person. If not possible, always speak with one voice through consistent message development and control
Correct erroneous information and rumors with current and accurate information
Debrief, evaluate, adjust your plan and exercise again
Don’ts:
Don't place blame
Don't be defensive
Don't speculate
Don't overstate or understate
Don't ever use the words "NO COMMENT"
Don't give an exclusive to one journalist while in the crisis
Don't be thrown by hostile questions or aggressive reporters
Don't reveal proprietary or confidential information
Don't talk "off the record" - assume everything you say will be printed or broadcasted
Don't rely on just one platform- utilize all traditional, social media, multimedia and other avenues available
SECTION 4: Emergency Notifications
Message templates for EMERGENCY notifications using GTCC communications channels
ACTIVE SHOOTER/ARMED INDIVIDUALCOMMUNICATIONS
CHANNEL / MESSAGE
TEXT
E2CAMPUS / ATTENTION! An individual with a weapon has been seen on the GTCC [campus]. Go to the nearest room, lock door and await further instructions.
COMPUTER SCREENS
INTERNAL MONITORS / ATTENTION! An individual with a weapon has been seen on the GTCC [campus]. If you are on campus, go to the nearest room, lock the door and await further instructions. If you are not on campus, stay away until notified of an “all clear” from campus officials or local authorities. For updates, go to
GTCC STAFF CELL PHONE SCREENS / TBD
VOICEMAIL / This is [name and title of GTCC official] with an urgent message from GTCC. An individual with a weapon has been seen on the GTCC [campus]. If you are on campus, go to the nearest room, lock the door and await further instructions. If you are not on campus, stay away until notified of an “all clear” from campus officials or local authorities. This is not a drill. For updates, go to
SWITCHBOARD / An individual with a weapon has been seen on the GTCC [campus]. If you are on campus, go to the nearest room, lock the door and await further instructions. If you are not on campus, stay away until notified of an “all clear” from campus officials or local authorities. For updates, go to
EXTERNAL MONITORS / URGENT CAMPUS ALERT! DIAL XXX-XXXX FOR INFORMATION.
BOMB THREAT/SUSPICIOUS PACKAGE
COMMUNICATIONS
CHANNEL / MESSAGE
TEXT
E2CAMPUS / ATTENTION! GTCC has [received a bomb threat] [found a suspicious package] at [building]. Evacuate if in that building. Follow instructions from authorities.
COMPUTER SCREENS
INTERNAL MONITORS / ATTENTION! GTCC has [received a bomb threat] [found a suspicious package] at [building]. You should evacuate if in that building and follow instructions from authorities. All other individuals should stay away from the area of [building]. Listen for instructions from GTCC officials or local authorities. For updates, go to
GTCC STAFF CELL PHONE SCREENS / TBD
VOICEMAIL / This is [name and title of GTCC official] with an urgent message from GTCC. GTCC has [received a bomb threat] [found a suspicious package] at [building]. You should evacuate if in that building and follow instructions from authorities. All other individuals should stay away from the area of [building]. If you are not on campus, stay away until notified of an “all clear” from campus officials or local authorities. This is not a drill. For updates, go to
SWITCHBOARD / GTCC has [received a bomb threat] [found a suspicious package] at [building]. You should evacuate if in that building and follow instructions from authorities. All other individuals should stay away from the area of [building]. If you are not on campus, stay away until notified of an “all clear” from campus officials or local authorities. For updates, go to
EXTERNAL MONITORS / URGENT CAMPUS ALERT! DIAL XXX-XXXX FOR INFORMATION.
CHILD ABDUCTION
COMMUNICATIONS
CHANNEL / MESSAGE
TEXT
E2CAMPUS / ATTENTION! A child abduction has been reported[near, on] the GTCC [campus]. See for details. Call911 with information.
COMPUTER SCREENS
INTERNAL MONITORS / ATTENTION! A child abduction has been reported [near, on] the GTCC [campus]. The child’s name is [name]. [He/She] is [description – age, race, clothing, etc.]. [He/She] was last seen [location]. [He/She] may be in the company of [name, description] and may be riding in a [vehicle description]. Go to for further details. Call 911 with any information.
GTCC STAFF CELL PHONE SCREENS / TBD
VOICEMAIL / This is [name and title of GTCC official] with an urgent message from GTCC. A child abduction has been reported [near, on] the GTCC [campus]. The child’s name is [name]. [He/She] is [description – age, race, clothing, etc.]. [He/She] was last seen [location]. [He/She] may be in the company of [name, description] and may be riding in a [vehicle description]. Go to for further details. Call 911 with any information.
SWITCHBOARD / A child abduction has been reported [near, on] the GTCC [campus]. The child’s name is [name]. [He/She] is [description – age, race, clothing, etc.]. [He/She] was last seen [location]. [He/She] may be in the company of [name, description] and may be riding in a [vehicle description]. Go to for further details. Call 911 with any information.
EXTERNAL MONITORS / URGENT CAMPUS ALERT! DIAL XXX-XXXX FOR INFORMATION.
CIVIL DISTURBANCE
COMMUNICATIONS
CHANNEL / MESSAGE
TEXT
E2CAMPUS / ATTENTION! A civil disturbance is occurring on the GTCC [campus] in the area of [building]. [If you are inside, shelter in place] [Leave that area immediately].
COMPUTER SCREENS
INTERNAL MONITORS / ATTENTION! A civil disturbance is occurring on the GTCC [campus] in the area of [building]. [If you are inside, stay where you are] [Leave that area immediately]. All other individuals should stay away from the area of [building]. Follow instructions from GTCC officials or local authorities. For updates, go to
GTCC STAFF CELL PHONE SCREENS / TBD
VOICEMAIL / This is [name and title of GTCC official] with an urgent message from GTCC. A civil disturbance is occurring on the GTCC [campus] in the area of [building]. [If you are inside, stay where you are] [Leave that area immediately] All other individuals should stay away from the area of [building]. Follow instructions from GTCC officials or local authorities. This is not a drill.
SWITCHBOARD / A civil disturbance is occurring on the GTCC [campus] in the area of [building]. [If you are inside, stay where you are] [Leave that area immediately] All other individuals should stay away from the area of [building]. Follow instructions from GTCC officials or local authorities.
EXTERNAL MONITORS / URGENT CAMPUS ALERT! DIAL XXX-XXXX FOR INFORMATION.
FIRE/GAS LEAK/STRUCTURAL DAMAGE
COMMUNICATIONS
CHANNEL / MESSAGE
TEXT
E2CAMPUS / ATTENTION! [A][Fire, Gas Leak, Structural Damage] is reported at GTCC [building]. Evacuate if you are in the building. If not in the area, stay clear.
COMPUTER SCREENS
INTERNAL MONITORS / ATTENTION! [A] [Fire, Gas Leak, Structural Damage] has been reported on the GTCC [campus] in the [building]. If you are in the [building], you should evacuate immediately. If you are not in the area of [building], stay clear so that emergency services can respond. Follow all instructions from GTCC officials or local emergency authorities. For updates, go to
GTCC STAFF CELL PHONE SCREENS / TBD
VOICEMAIL / This is [name and title of GTCC official] with an urgent message from GTCC. [A] [Fire, Gas Leak, Structural Damage] has been reported on the GTCC [campus] in the [building]. If you are in the [building], you should evacuate immediately. If you are not in the area of [building], stay clear so that emergency services can respond. Follow all instructions from GTCC officials or local emergency authorities. This is not a drill. For updates, go to
SWITCHBOARD / [A] [Fire, Gas Leak, Structural Damage] has been reported on the GTCC [campus] in the [building]. If you are in the [building], you should evacuate immediately. If you are not in the area of [building], stay clear so that emergency services can respond. Follow all instructions from GTCC officials or local emergency authorities. This is not a drill. For updates, go to
EXTERNAL MONITORS / URGENT CAMPUS ALERT! DIAL XXX-XXXX FOR INFORMATION.
FLOODING
COMMUNICATIONS
CHANNEL / MESSAGE
TEXT
E2CAMPUS / ATTENTION! Flooding is occurring on [road] at GTCC [campus]]. Avoid this area.
COMPUTER SCREENS
INTERNAL MONITORS / ATTENTION! Flooding is occurring on [road] at GTCC [campus]]. Avoid this area. If in the area, use another route or wait until flooding recedes. Follow all instructions from GTCC officials or local emergency authorities. For updates, go to
GTCC STAFF CELL PHONE SCREENS / TBD
VOICEMAIL / This is [name and title of GTCC official] with an urgent message from GTCC. Flooding is occurring on [road] at GTCC [campus]]. Avoid this area. If in the area, use another route or wait until flooding recedes. Follow all instructions from GTCC officials or local emergency authorities. For updates, go to
SWITCHBOARD / Flooding is occurring on [road] at GTCC [campus]]. Avoid this area. If in the area, use another route or wait until flooding recedes. Follow all instructions from GTCC officials or local emergency authorities. For updates, go to
EXTERNAL MONITORS / URGENT CAMPUS ALERT! DIAL XXX-XXXX FOR INFORMATION.
HAZARDOUS MATERIALS INCIDENT
COMMUNICATIONS
CHANNEL / MESSAGE
TEXT
E2CAMPUS / ATTENTION! A hazardous materials spill has occurred nearGTCC [campus]. Prepare to evacuate area. Follow instructions from authorities.
COMPUTER SCREENS
INTERNAL MONITORS / ATTENTION! A hazardous materials incident has occurred near GTCC [campus]. If you are in this area, prepare to evacuate. If not in this area, stay away so emergency services can respond. Follow all instructions from GTCC officials or local emergency service authorities. For updates, go to
GTCC STAFF CELL PHONE SCREENS / TBD
VOICEMAIL / This is [name and title of GTCC official] with an urgent message from GTCC. A hazardous materials incident has occurred near GTCC [campus]. If you are in this area, prepare to evacuate. If not in this area, stay away so emergency services can respond. Follow all instructions from GTCC officials or local emergency service authorities. For updates, go to
SWITCHBOARD / A hazardous materials incident has occurred near GTCC [campus]. If you are in this area, prepare to evacuate. If not in this area, stay away so emergency services can respond. Follow all instructions from GTCC officials or local emergency service authorities. For updates, go to
EXTERNAL MONITORS / URGENT CAMPUS ALERT! DIAL XXX-XXXX FOR INFORMATION.
HURRICANE/TROPICAL STORM WARNING
COMMUNICATIONS
CHANNEL / MESSAGE
TEXT
E2CAMPUS / ATTENTION! A [hurricane, tropical storm) warning has been issued for our area. Visit for details.
COMPUTER SCREENS
INTERNAL MONITORS / ATTENTION! A [hurricane, tropical storm) warning has been issued for our area. A warning means [hurricane, tropical storm] conditions are expected within the next 36 hours. During the storm:
- Stay indoors and away from windows and glass doors.
- Keep curtains and blinds closed. Take refuge in a small interior room, closet or hallway on the lowest level.
- Avoid elevators.