While university campuses are typically seen as a safe haven for students, crises are bound to occur. What gets in the way of effective crisis communication and management at many universities? How has crisis management changed over the last decade? What some some trends and issues that have affected how we respond to crisis? What are some components of a comprehensive student affairs crisis response management plan? How fast are we expected to respond to a crisis in modern day?  Is honesty always the best policy during a crisis and should universities apologize when something goes wrong? Who are the key internal and external stakeholders in a campus crisis?

On this episode of Student Affairs Live, host Tony Doody spoke with Richard Dool, Mahauganee Shaw, and Kathy Adams Riester to answer these questions and many more.

Resources discussed in this episode include:

NIMS (National Incident Management System) Training

ACPA Commission for Campus Safety and Emergency Preparedness

NASPA Campus Safety and Violence Prevention Knowledge Community

International Association of Emergency Managers

National Hazard Center

Deloitte Center for Crisis Management


Campus Crisis Management

Damage Control: Everything You Know About Crisis Management is Wrong

The Four Stages of Highly Effective Crisis Management: How to Manage the Media in the Digital Age

Managing Crises: Threats, Dilemmas, Opportunities


Episode Host

Tony Doody

Tony Doody

Tony Doody has over 25 years of practical experience and oversight in senior leadership positions within the Higher Education industry in the areas of Facilities Management, New Student Orientation, Recreation, Parent and Family Programs, Leadership and Training, Marketing and Communications, Adult Learning, and Major Events and Programs. He currently serves as the Director of Student Centers at the University of Delaware. Over the last six years, Tony has presented at over thirty universities and national conferences on topics of innovation, digital leadership, technology, and unconventional leadership. He received the Diamond Honoree Award from the ACPA Foundation, the highest honor of the American College Personnel Association, recognizing transformative contributions to the field (2017) and earned NASPA's 2017 Technology Emerging Practice Award. In addition, Tony has worked over 20 years as a consultant in the areas of executive coaching, leadership development, presentation skills, risk-taking, innovation, social media, conflict resolution, and team cohesiveness. Past clients include J&J, Bristol-Myers Squibb, Vistakon, Navigant, Janssen Pharmaceuticals, United Way, Merrill Lynch, Tumi International, and Aventis Pharmaceuticals.


Richard Dool

Dr. Richard Dool is currently the Managing DIrector of LeaderocityTM, LLC, a management consultancy offering solutions for change management, strategic development, leadership communication and organizational renewal.

Dr. Dool is on the Graduate faculty at Rutgers University where he is also the Director of the Masters in Communication and Media program. Dr. Dool has a MA in Strategic Communication and Leadership, a MS in Management and a Doctorate in Management/Organizational Processes. Dr. Dool is an active researcher and presenter in these areas and has published on the concepts of Change FatigueTM and LeaderocityTM. He is the author of “Enervative Change: The Impact of Persistent Change Initiatives on Job Satisfaction. He holds several national certifications in online learning, instruction and course development as well.

Dr. Dool has a comprehensive and diverse executive level leadership background including leading an $800M division of AT&T, global commercial leadership roles (GE), and serving as CEO of both public and private companies for 12 years. Background includes rescuing a company from near bankruptcy, leading the acquisition or divestiture of 11 companies and effectively managing companies in the US, UK, China, Brazil, Germany, France, India and Australia. Significant operational history in general management, sales/commercial leadership, product management and marketing leadership positions. Successful leadership experience in a variety of settings including multi-national, multicultural and virtual environments. He has been on the Board of Directors of five different companies as well as a member of several Boards of Advisors.

Dr. Dool has had an array of crisis communication and management experiences in his professional career and has taught crisis communication at the Masters level for several years.


Mahauganee Shaw

Mahauganee Shaw is passionate about helping higher education professionals effectively mitigate, manage, and move past campus crises. In a field where crises are often considered unpredictable events that happen to a campus community, Mahauganee asserts that crises of varying levels are highly predictable if we focus on the proper indicators. For the past 5 years, she has developed and instructed coursework on emergency management, led workshops and trainings in this area, and disseminated her research findings through keynotes and presentations. Her research has explored how IHEs respond to moments of crisis and tragedy, uncovering the role of institutional change in the post-disaster recovery pathway. While Mahauganee has received many awards and honors, she was most recently named the 2017-18 Society for College and University Planning (SCUP) Fellow. In this role, she is undertaking a project that examines the purposes and intended functions of campus memorials and their role in helping a campus community move past tragedy. Mahauganee holds a B.A. and M.A. from the University of Missouri-Kansas City, and a Ph.D. in Higher Education and Student Affairs from Indiana University.


Kathy Adams Riester

Kathy Adams Riester is the Associate Dean of Students and Director of Parent and Family Programs at the University of Arizona. She is a member of the UA Campus Emergency Response Team, oversees Fraternity and Sorority Programs, and events involving expressive speech including protests and rallies. Kathy was the first chairperson ACPA’s (College Student Educators International) Commission for Campus Safety and Emergency Preparedness (CCSEP) and is co-author of Crisis Communication: Keeping Parents and Family Members of Students in the Loop which will be featured in a series of articles from the CCSEP in ACPA’s Developments online publication in fall 2017 and spring 2018.