I had two immediate reactions to Saturday’s deadly shooting at Brown University, my alma mater:
Like everyone, I thought first of the victims, the wounded, the traumatized and their families.
But I also wanted to know how the university’s communications team reacted. How fast did it alert the campus? How did it keep people updated? How did it use press conferences, social media and other communications tools?
I focused on these questions because I oversaw news and communications at Duke University for 14 years before becoming “not exactly retired.” One of my most important roles was to help manage the university’s response to weather emergencies, student deaths, campus demonstrations and, most memorably, the false rape charges against Duke’s lacrosse team that dominated national headlines for months.

As regular readers of this blog know, I don’t write much about Duke. I think it’s a wonderful institution and enjoyed working there. However, I vowed when I left a decade ago that I wouldn’t linger on the sidelines or interfere with my successors. I focused instead on the next stage of my life and personal challenges that had nothing to do with smarmy Fox News reporters, online outrage or deciding what I should say publicly when I didn’t fully know what was happening.
The shooting at Brown has brought crisis communications back to the front of my brain. Ironically, it occurred shortly before the deadly attack on Sydney’s Bondi Beach, where Champa and I went hiking less than a year ago on the famous beach trail to Coogee.
I admire how Brown has responded. It sent an alert to its campus community quickly, with instructions to “lock doors, silence phones and stay hidden.” It posted updates frequently. It replaced its usual home page with emergency information while retaining essential links to admissions, departments and the like.
Brown made clear to panicked students, worried parents and others that “senior administrative leaders from across the University are convened in emergency command to mobilize ongoing response and support for our community.” In other words, it reassured everyone that the leadership was aware of the situation’s gravity and coordinating a response, even as police searched for the shooter and doctors treated the wounded.
At 6:33 p.m., Brown confirmed to the community that two people had died and eight were in the hospital. The university continued posting updates into the night. At 1:53 a.m., President Christina Paxson sent a message providing an overview of this “unimaginably tragic day” and urging the Brown community to “work together to get through this difficult time.”
Other messages provided information about where students could find food, recover personal belongings, speak with a grief counselor or get more information about their classes, which were mostly canceled along with final exams.
In response, my fellow alumni have been overwhelmingly supportive although, predictably, some wasted no time in criticizing. I pulled my own Brown sweatshirt out of the back of my closet and began wearing it as a sign of solidarity, for myself more than anyone.
Champa and I have traveled extensively over the past year, and I’ve been asked whether the people we meet are now avoiding the United States. Some of them have told us they are indeed staying away for political reasons but more have said they fear visiting us because of our endless gun violence. I now understand their concerns more than ever. For me, as for so many Americans before me, the issue has become more personal.
As a communications professional, I also have been reminded how daunting it is for a university, or any institution, to respond to one of these perilous situations, when blood is on the ground, emotions are on edge, facts are fluid and everyone is watching.
No one wants to hear terrible news like this. When it occurs, though, it needs to be communicated quickly, accurately and effectively. Brown’s actions since Saturday will surely come under scrutiny in the days ahead. Mistakes will probably emerge. Critics will express outrage.
As one familiar with this, though, I tip my cap to Brown’s communications team. I know I’m far from Providence and communications have evolved since I left Duke, but I think they’ve mostly gotten it right.
Top photo: ABC7
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