What constitutes a crisis in a library? For the purposes of this document, we will look at crises related to health and safety incidents in the library, and preventing or mitigating fallout from the incident. Effective preparation is key to averting a mounting or compounding crisis.
Rule 1: Be Prepared!
Library Disaster Plan Template: California Preservation Program is a downloadable and customizable planning document for natural and human-created disasters. While it focuses on fires and floods, it also includes spaces to record all emergency contacts, supply lists, etc. Page 14 describes medical procedures for visitors:
- After the person has been taken care of and the incident is over, remain available to help the supervisor with pertinent information for a medical report.
- Notify your supervisor immediately.
- Render the minimum first aid necessary and decide what additional treatment is required (call Fire Department, paramedics, ambulance, other).
- Do not attempt to move a person who has fallen and who appears to be in pain.
- Avoid unnecessary conversation with or about the ill or injured person or members of his/her party. You might add to the person’s distress or fears, increasing the risk of medical shock.
- Limit your conversation to quiet reassurances.
- Do not discuss the possible causes of an accident or any conditions that may have contributed to the cause.
- Under no circumstances should an employee or volunteer discuss any insurance information with members of the public.
The REopening Archives, Libraries, and Museums (REALM) project was created by OCLC in response to COVID-19, but is widely applicable to many different public health crises. It states that it is “not a detailed step-by-step guide or a comprehensive, one-size-fits-all approach” but it is a very useful document to help all libraries and museums create a research-backed plan for crisis management. The following sections might be especially useful for libraries that serve individuals in crisis, or those that have a larger public health problem that they are called on to mitigate:
- Crisis Leadership and Communications: identify key personnel (Decision maker, Spokesperson, Volunteer liaison, Board liaison, Donor liaison, Record keeper, Communications liaison, and On-site point person) who can competently lead the staff and public through traumatic events while minimizing collateral damage. “Organizations that issue messages and information that convey empathy, openness, dedication, and competence are more likely to maintain and build trust with their employees and communities during a crisis.” Listening and transparency in communications are key. Who is responsible for internal and external communication? How will you communicate with the public and decision-makers? See the checklists for more.
- Crisis decision-making and risk management—”A public health crisis creates challenging decision-making environments that can upend an organization’s day-to-day processes. The uncertainties caused by knowledge gaps place additional pressures on staff, and living in an era of information overload makes it harder to navigate the overwhelming amount of information encountered every day.” This section shows libraries how to combat misinformation, prioritize public health practices, and conduct risk assessments…during a public health crisis.
- Resource networks—”Leveraging connections within a network can strengthen an institution’s capacity and extend its reach and impact, as well as offer emotional and moral support to people working through a crisis. However, resource networks must be planned and maintained with clear intention to reach their full potential.”
Video: Crisis Communications for Libraries (RAILS).
From RAILS:
“A crisis is any situation that threatens the integrity or reputation of your organization. This could include funding reductions, safety or security events, or health issues at your library. In this webinar, you will learn how to create a Crisis Communications Plan so you can be prepared and know how you will communicate in the event of a crisis. This includes who will communicate, what they will say, what audiences need to hear the message, and how you will reach them. You will also learn the distinction between a Crisis Communications Plan and a Crisis Response Plan.
This presentation was recorded on September 13, 2022, and runs just under one hour.”