Delivering Bad News: Crisis Communication Methods in Academic Libraries

This exploratory study analyzed the specific crisis communication methods of academic libraries. A survey was sent to library staff at Association Research Libraries member colleges and universities describe if, who, when, how they communicated bad news their stakeholders for major, minor, emerging crises. The findings show that respondents used multiple strategies, which varied based on crisis. data libraries journal database cancellations health safety emergencies more slowly than access issues were likely not communicate those crises all. Respondents also frequently chose only when asked as compared other While primarily through social media library’s website, received about targeted emails from liaisons, face-to-face meetings with faculty, website. These suggest quickly minor but hesitant may have presented potential reputational harm. responses between types often conflicted best practices whether deliver and, if so, by whom. indicate a need develop comprehensive plans emphasize timeliness transparency.