Composing Emergency Messages: NTI Group

Many thanks to Client Care at The NTI Group for the following suggestions:

Guidance for creating time-sensitive messages:

Time sensitive notification message scripts should include who is sending the message, from what institution and/or department, reason, date and time, response required, if any, and where to get additional information. Always say thank you and goodbye at the conclusion of the message so that the recipients know the message has ended and they received the entire communication. This will help to prevent confusion. Voice communication should be 25 to 60 seconds in length to effectively communicate the message content while keeping the recipient’s attention. See additional information below.

Announce "who" is calling

Include name and title. For example, “This is John Smith, Dean of Students”

Announce from "where" you are calling

Include school and department. For example, “Darby University, Department of Public Safety”

Explain the "reason" for the call. For example, “School will be closing as a result of a threatening letter”

Announce the Date and Time and duration - this is particularly important as text messages can sometimes be delayed in their delivery and cannot be recalled if an incident is over prior to the message being received by the recipient. For example, “School will be closed effective at noon on Monday, January 5, and will reopen Tuesday morning, January 6 at 9 AM.”

Any response required. For example, “If you are currently on campus, exit by the east gate”

Ways to obtain further information. For example, direct the recipients to a web site, television statement or information line, or tell them additional updates will be sent via this emergency messaging system.

Include a comment directing them to hang up and call 911 if they need immediate help

End the call by saying Thank you and goodbye.

The information above is for general guidance on matters of interest only and its impact may vary depending on the facts involved. The information is provided with the understanding that the author(s) are not engaged in providing professional advice or services. The NTI Group, Inc. is not responsible for the information, any errors or omissions, or for the results obtained from using this information.

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