Crisis Communications for Municipalities
Online Course Syllabus
Course Objectives
- Identify different types of municipal crises.
- Apply best practices in spokesperson training and stakeholder communication.
- Develop strategic social media messaging during emergencies.
- Use equity-centered approaches in crisis response.
- Evaluate post-crisis performance through After-Action Reviews.
Module 1: Foundations of Crisis Communication
Narrative:
Crisis strikes differently in municipal government—where public trust, transparency, and urgency collide. from water main breaks and officer – involved incidents to political controversies it is of critical importance of early, clear, and coordinated messaging. Through case analysis, students will begin developing a strategic mindset for managing information, aligning messages across departments, and serving as a trusted voice in moments of disruption.
Assignment: Identify a recent municipal crisis and analyze its communication approach. Consider timing, message clarity, channels used, and public reaction.
Notable Articles
- Municipal Crisis Communication & Pandemic Response “Crisis Communication: Lessons Learned from Municipal Responses to Pandemics and Natural Disasters” — explores best practices and communication failures in municipal response to pandemics and extreme events. (cssc.uscannenberg.org, govpilot.com)
- Hazelwood Coal Mine Fire Case Study “The Hazelwood Coal Mine Fire: Lessons from Crisis Miscommunication and Understanding” (Case Studies in Strategic Communication) — detailed analysis of communication breakdowns during the 2014 Australian coal mine fire. (cssc-ojs-utexas.tdl.org)
Module 2: Decision-Making Under Pressure
Narrative:
In the heat of a crisis, leaders must make rapid decisions with incomplete information, mounting pressure, and high visibility. How do you make effective decisions during emergencies, with an emphasis on communication as a leadership function—not just a PR task. Students will examine the coordination between elected officials, department heads, legal teams, and public information officers. Real-world examples will highlight the consequences of both action and inaction, helping students build confidence in setting communication priorities under fire.
Assignment: Draft a crisis decision matrix that outlines key considerations, stakeholders, and communication priorities in a time-sensitive scenario.
Notable Articles
- Local Government Resiliency & Crisis Management Research
“Disaster Resiliency of U.S. Local Governments” — nationwide survey and implications for municipal decision-making and preparedness. (PMC) - Examining Bureaucratic Transition During Crises “Ready, set, crisis – transitioning to crisis mode in local public administration” — theoretical insights on how local governments switch into emergency mode.(Taylor & Francis Online)
Module 3: Media Relations & Spokesperson Skills
Narrative:
Whether facing a packed press conference or a late-night call from a reporter, municipal leaders must project credibility, control, and compassion. In this module, students will develop essential skills in media relations—from preparing talking points to managing hostile questions. Emphasis will be placed on message discipline, transparency, and tone. Through practical exercises, students will practice becoming the voice of calm and authority when it matters most.
Assignment: Record a video delivering a 2–3 minute crisis briefing using prepared key messages and appropriate tone.
Notable Articles
- Public Communication Review for Hazelwood Fire “A review of public communication — Hazelwood Mine Fire Inquiry” — expert findings on communication mismanagement, transparency issues, and stakeholder engagement failures. (hazelwoodinquiry.archive.vic.gov.au)
Module 4: Social Media & Misinformation
Narrative:
Social media can make or break a city’s crisis response. Misinformation spreads fast—and silence can feed confusion. This module teaches students how to craft responsive, coordinated, and timely content across digital platforms during an emergency. Explore the anatomy of misinformation, rapid response protocols, and how to engage authentically without losing authority.
Assignment: Create a social media response plan for a hypothetical misinformation scenario affecting your municipality.
Notable Articles
- Technology-driven Crisis Strategies in Cities “Smart City and Crisis Management: Lessons for the COVID19 Pandemic” — examines how tech, social media, sensors, and tracing systems support crisis communication and resilience. (MDPI)
- CommunityLevel COVID Response Case Study “A Case Study of Communitybased, Crosssectoral Crisis Response” — focused on immigrant communities and how social media
facilitated engagement and trust-building. (PMC)
Module 5: Equity, Accessibility & Community Engagement
- While direct recoveryfocused articles were not identified above, the Disaster Resiliency article (Module 2) and the San Francisco case (Module 5) both include substance on recovery, long-term reputation rebuilding, and lessons learned. (PMC)
Module 6: Recovery & Reputation Management
Narrative:
A crisis does not impact all communities equally—nor do they receive information the same way. This module focuses on building equitable, accessible, and inclusive communication strategies that serve all residents, especially those historically left out. From language access to disability- friendly formats and culturally competent messaging, students will learn how to expand their outreach and ensure no one is left behind in a moment of need.
Assignment: Audit a past crisis in your city or another municipality for equity and accessibility gaps in messaging. Propose improvements.
Notable Articles
- San Francisco’s Communicative Equity during COVID19 “What the San Francisco Bay Area Can Teach Us About Fighting a Pandemic” — highlights outreach to vulnerable and non-English speaking populations, trust issues, and localized messaging. (The New Yorker)
Final Project
Develop a customized municipal Crisis Communication Playbook, including message templates, workflows, and stakeholder plans. This comprehensive document will serve as your organization’s guide for managing communications during any crisis situation.
View Final Project Requirements
Final Project: Crisis Communication Playbook
Create a comprehensive Crisis Communication Playbook tailored to your municipality. This practical resource will serve as your organization’s go-to guide during any crisis situation.
Playbook Components:
- Crisis identification and categorization matrix
- Stakeholder contact directory and communication trees
- Message templates for different crisis types
- Social media response workflows
- Media relations protocols and talking points
- Equity and accessibility checklist
- After-Action Review template
Deliverables:
- 50-page Crisis Communication Playbook
- Quick reference cards for key personnel
- Digital toolkit with templates and checklists
- Presentation to leadership team (recorded)
Schedule
| Day | Time | Price | Instructor |
|---|---|---|---|
| Mon – Wed | 8:00 – 10:00 | $5/hrs | Jordyn Dorwart |
| Tue – Thu | 18:00 – 19:00 | $5/hrs | Cooper Saris |
| Wed – Fri | 20:00 – 21:00 | $5/hrs | Angel Aminoff |
| Sat – Sun | 18:00 – 19:00 20:00 – 21:00 | $8/hrs | Jordyn Dorwart Angel Aminoff |
| Tuition over time | |
|---|---|
| 30min: | $5 |
| 60min: | $9 |
| 90min: | $14 |
| 120min: | $18 |
| Tuition by package | |
|---|---|
| 5 lessons: | $5 |
| 10 lessons: | $9 |
| Semester | $14 |
| Buy 2 course package: | -10% |
Cancellation policy
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