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Incident Response Communications Channels and Guidance

This page provides details on how the University will communicate to all stakeholders during an incident.

Strategy

Appendix 4 of the Incident Response Framework (IRF)

During an incident, clear, rapid and coordinated communication is an essential element of effective response. There are a number of stakeholder groups to be communicated with during an incident, including but not limited to:

  • Individuals Affected
  • Incident Response Teams (IRTs)
  • Responding Agencies
  • Students
  • Staff
  • Media
  • Other External Stakeholders

The Communications Department oversees the organisation’s approach to communication and information sharing during an incident. The Vice-President (External Relations) is responsible for this at the strategic (Gold) level and the Associate Director (Communications and Engagement) at the tactical (Silver) level.

Out of hours, the department can be contacted via the on call media phone number 07989717201. Further contact details for the department can be found here.

The organisation uses several different methods to communicate during an incident, which include but are not limited to:

  • SafeZone App - messages can be sent by Security and the Communications Department to all numbers registered with SafeZone. This method is used to provide information and instructions rapidly to student and staff who are registered with the app during an incident.
  • Emergency Notification System (ENS) (desktop alerts) - this system can be used by Security to send pop up emergency messages to all University owned PCs.
  • OneLan Digital Signage - the Communications Department are able to override digital signage screens located in eateries and other public areas with emergency messages.
  • Microsoft Teams Messaging and Telephony - Teams is used by Incident Response Teams to hold meetings remotely and share an receive information as required.
  • Outlook emails - these are commonly used during incident response. The Communications Team can send targeted emails to various groups of students and staff as required.
  • Webpages - the University's webpages can be used to share information with students and staff via their homepages and the general public. A holding statement may be issued by the Communications Department during the early stages of an incident.
  • Social Media - the Communications Department monitor social media during incidents and may use these platforms to share related information and advice as appropriate.
  • WhatsApp - some departments and teams use WhatsApp as a form of communication.
  • Handheld radios - in the event of a loss of power/IT systems, the Security Team have a small number of additional handheld radios which can be issued as required.
  • Helpline capability - in the event of a protracted incident that causes a high number of calls to the University, a helpline may be set up.
  • Conference Call Account - the organisation has an account for the Gold and Silver Incident Response Team to use if other methods of communication are unavailable.

Please note, all media enquiries relating to an incident must be directed to the Communications Department

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