When gathering and providing information during a crisis
The Head of School / equivalent is responsible for gathering information and for providing relevant staff and students with the correct information. The Head of School is also responsible for establishing a timetable for how often and for how long time information should be given.
Communication strategist at the Communications Department is responsible for all external information. The Head of School / equivalent is responsible for keeping up-to-date contact information for all employees and all students. With increased internationalization, it is especially important to ensure that the school has contact information for incoming and outgoing staff and students. If there is a need for consultations regarding the internal information, the Head of School / equivalent can contact the communication strategist at the Communication Department.
To think about when communicating
- It is important that the information is factual and that it is not contradictory, regardless of who gives it or to whom.
- It is advisable that information is given by one person, or that those who provide information have spoken with eachother before the information is given.
- The main rule is to first inform the closest work colleagues and fellow students, and then inform the staff in full and other students concerned.
- Think about how you handle incoming calls from, for example, relatives.
- Be specific! Be clear, straightforward and factual in the information. Rumors and speculation only create concern.
- Inform correctly! Incorrect information creates a lack of confidence in the organization, which is of no good.
- Plan what to say about what you know! Prepare yourself in writing or notes.
- Give information about what you do not know, about the uncertainties.
- Think about what you know, but cannot say. Death messages should always be reported to close relatives by hospital staff or police.
- Inform continuously! It is important to update employees with information that concern them. Make sure to set a fixed time for information every day, or every week. Although additional information is not available, it is important to gather at information meetings (or the equivilance) and share this information. No information is also information.
- Inform everyone! Do not forget people who are on leave, on business trips, vacation, sick leave or in other way are not in direct contact with the workplace.
- Choose your time and place carefully!
- Tell employees, other staff and students who is appointed to handle social media.
- If necessary, the communication strategist at the Communications Department decides if and what information should be posted on KTH's website. This may include, for example, that a building must be vacated and closed due to threats, fire or hazardous smoke, that a building is closed and information on when it will reopen.