The purpose of this document is to establish guidelines for the UTA Libraries Engagement & Impact team on how to respond to posts and comments on our official social media accounts and website. In addition, we will cover best practices for content to highlight on specific social media platforms and a crisis management plan. This includes handling negative comments and determining when to delete comments that violate University of Texas Arlington policies as outlined in the student handbook. Furthermore, it emphasizes the importance of sharing all significant events happening in the Libraries, such as power outages and inclement weather, on social media.  

UTA supports freedom of speech and users’ rights to comment and offer differing points of view on our social media channels. If UTA allows comments on UTA-affiliated social media channels, then it is deemed an open forum, and the University generally cannot remove comments. In exceptional circumstances, the University may remove comments to protect the UTA community’s privacy, safety, or well-being. Inappropriate material, threatening language, or harassment deemed in violation of the University Policy on Free Speech, Expression, and Assembly may be the basis for authorizing removal and/or blocking the participant from additional postings on university-hosted social media sites. The Engagement & Impact team will take a proactive role in managing these communications, ensuring timely updates and accurate information dissemination during crises. 
 
Regarding Comments 
 
UTA Libraries is committed to fostering a platform that balances freedom of expression with the safety and well-being of our community. We encourage open dialogue and diverse viewpoints while ensuring that all interactions remain respectful and constructive. The following policies will apply to social media, blogs, and websites and will be determined on a case-by-case basis.  
 
Moderating Platforms 
If a situation arises that is controversial or potentially in violation of the UTA Libraries policies, please contact the Director of Engagement & Impact for guidance. 
 
Handling Troubling Comments 

Identify Troubling Comments 

• Definition: Troubling comments include those that are offensive, discriminatory, threatening, or otherwise violate UTA policies. 
• Assessment: Evaluate the comment to determine if it breaches any specific guidelines or policies. 

Responding to Troubling Comments 

• Immediate Response: If a comment is offensive but not a direct violation of policies, respond with a standard message indicating that such language is not tolerated and invite the user to discuss their concerns privately 
• Escalation: If the comment is severe (e.g., threats, hate speech), escalate the issue to the appropriate university authorities immediately. 

 
 
Deleting Comments 

Criteria for Deletion 

• Policy Violation: Delete comments that violate UTA policies, including hate speech, threats, harassment, and spam. 
• Documentation: Before deletion, a screenshot of the comment will be taken for records and will be reported to the relevant university department. 

Notification 

• Inform the User: If a comment is deleted, the user will be informed via direct message explaining why their comment was removed and refer them to the relevant policies. In extreme cases escalate the issue to the appropriate university authorities immediately. 

 
Reporting Unethical, Illegal, or Unsafe Activity 
Expeditiously report unethical, illegal, or unsafe activity and threats or perceived threats at UTA or through social media at UTA. Follow the “see something, say something” approach to notifying appropriate UTA officials. Types of activity that are reportable include: 

• Discrimination or harassment 
• Accounting or financial irregularities 
• Disclosure of confidential information 
• Conflict of interest 
• Misuse of UTA property 
• Theft 
• Fraud 
• Bribery 
   

There are three appropriate ways you or anyone in the UTA community can report: 

• In person: Discuss the issue with your manager or supervisor. 
• Phone: Call the toll-free 24/7 anonymous hotline 877-507-7314. 
• Online: Complete an anonymous form here: report incident. 

 
For faculty or staff grievances, contact the Office of Talent, Culture, and Engagement at 817-272-5554. 
 
Social Media Best Practices 
All social media content should exist to further the mission of the University and its students, faculty, staff, and community. Recommend content topics include: 

• Academic research 
• Libraries Services & Resources 
• Innovative Technologies & Tools 
• Workshops & training sessions 
• University-approved event promotion 
• Student life and experience 
• Alumni engagement 

 

LinkedIn 

Content: 

• Professional Updates: Share news about academic achievements, research publications, and collaborations. 
• Networking Opportunities: Post about events, workshops, and networking opportunities for students and professionals. 
• Alumni Stories: Highlight successful alumni and their contributions to their fields. 

Frequency: 2-3 times per week. 

Instagram 

Content: 

• Visual Storytelling: Use high-quality images and short videos to showcase library services and resources, library events, new collections, and behind-the-scenes looks. 
• Student Engagement: Share student testimonials, study tips, and interactive content like polls and Q&A sessions. 
• Infographics: Post visually appealing infographics related to research findings and library resources. 

Frequency: 3-5 times per week. 

Facebook 

Content: 

• Community Building: Share updates about library services and resources, upcoming events, and community initiatives. 
• Long-Form Content: Post articles, blog entries, and detailed announcements. 
• Interactive Posts: Use polls, live streams, and discussion threads to engage with the community. 

Frequency: 3-4 times per week. 

X/Twitter 

Content: 

• Real-Time Updates: Share quick updates, news, and announcements. 
• Engage in Conversations: Participate in relevant academic and research-related discussions. 
• Resource Sharing: Tweet links to research articles, re-tweet relevant accounts, share library resources, and helpful tools. 

Frequency: Daily (5-7 times per week). 

YouTube 

Content: 

• Educational Videos: Create tutorials, how-to guides, and informational videos about library resources and research tools, and other long-form content. 
• Event Recordings: Post recordings of lectures, workshops, and special events. 
• Interviews and Panels: Share interviews with faculty, researchers, and guest speakers. 

Frequency: 1-2 times per week. 
 
 
Plan for Handling Negative Comments 

Introduction: This crisis management plan has been developed to address harmful comments that may arise on UTA Libraries’ social media comments, blogs, and website as well as other media outlets. This plan outlines the steps and guidelines to effectively manage and mitigate the impact of such comments, ensuring that our community remains positive and inclusive.  

Steps and Guidelines: 

Monitoring and Detection: 

• Regular Monitoring: Regular monitoring of comments across all platforms with manual checks by designated staff members. 
• Early Detection: Establish criteria for identifying negative comments, including those that are abusive, discriminatory, or otherwise harmful. Early detection allows for prompt action to prevent escalation. 
   

Assessment and Categorization: 

• Severity Assessment: Evaluate the severity of the comment or content. Determine if it is a minor issue that can be resolved quickly or a major concern that requires immediate attention. 
• Categorization: Classify the comment based on its nature (e.g., criticism, harassment, misinformation) to tailor the response appropriately. 
   

Response Strategy: 

• Immediate Response: For severe comments, provide an immediate response to acknowledge the issue and inform the user that it is being addressed. This helps to de-escalate the situation. 
• Constructive Engagement: Engage with the commenter in a respectful and constructive manner. Address their concerns, provide clarifications, and offer solutions where possible. 
• Removal of Harmful Content: If a comment violates UTA community guidelines, remove it promptly. Ensure that the removal process is transparent and communicated to the user. 
   

Internal Communication: 

• Team Coordination: Ensure that all relevant team members, departments and Executive Team are informed about the negative comment and the steps being taken to address it. 
• Documentation: Keep detailed records of the incident, including the nature of the comment, actions taken, and the outcome. This documentation is crucial for future reference and analysis. 
   

Follow-Up and Review: 

• User Follow-Up: Follow up with the user who posted the negative comment to ensure their concerns have been addressed and to provide any additional support if needed. 
• Executive Team Follow-Up: Provide details of issue, how it was addressed, actions taken, and current state of the issue to the executive team. Provide screenshots and any other relevant information.  
• Review and Improve: Regularly review the crisis management plan and update it based on lessons learned from past incidents. Continuous improvement ensures that the plan remains effective and relevant. 

 
UTA Libraries Crisis Communication Plan 

Introduction 
This crisis communication plan has been developed to address various emergency situations that may arise at UTA Libraries. This plan outlines the steps and guidelines to effectively manage and communicate these situations to ensure the safety and well-being of our community. 

Steps and Guidelines 

Inclement Weather 

Monitoring and Detection 

• Regular Monitoring: Continuously monitor local weather forecasts from reliable sources such as the National Weather Service (NWS), local news channels, and reposting University Communications alerts. 
• Weather Alerts: Inform our followers of severe weather conditions, such as tornado warnings, flash flood alerts, and winter storm warnings. 

Response Strategy 

• Immediate Response: Post updates on social media and the library website about closures or delays. For example, “Due to severe weather, UTA Libraries will be closed today. Stay safe and check back for updates.” 
• Safety Instructions: Provide clear instructions on safety measures and alternative resources. For example, “In case of severe weather, please stay indoors and follow safety guidelines. Access our digital resources at [library website].” 

Power Outages/Infrastructure Issues 

Monitoring and Detection 

• Regular Monitoring: Monitor infrastructure and power systems regularly. 
• Early Detection: Identify and communicate potential issues early leading up to a planned outage. If an outage occurs without warning, immediately communicate the issue and provide updates as they arise.   

Response Strategy 

• Immediate Response: Inform patrons of the outage and expected resolution time via social media and the website. For example, “We are experiencing a power outage at UTA Libraries. The estimated resolution time is 2 hours. We will keep you updated.” 
• Alternative Resources: Provide information on alternative resources and services. For example, “During the outage, you can access our online resources at [library website].” 

Smoke/Fire 

Response Strategy 

• Immediate Response: Post updates on social media and the library website about the situation and evacuation procedures. For example, “Emergency alert: Smoke detected in UTA Central Library. Please evacuate the building immediately and follow safety protocols.” 
• Safety Updates: Provide updates on the status and any changes to services. Post-event, remind students and staff of evacuation procedures and protocols and how well the last evacuation went. For example, “The fire has been contained. The library will remain closed for the rest of the day. Thank you for your cooperation during the evacuation.” 

Health Emergencies 

Monitoring and Detection 

• Regular Monitoring: Monitor public health alerts from reliable sources. 
• Early Detection: Identify potential health threats early through symptom monitoring and health trend tracking. 

Response Strategy 

• Immediate Response: Communicate health and safety measures via social media and the website. For example, “Due to a health advisory, UTA Libraries will implement enhanced sanitization protocols. Please follow health guidelines and stay safe.” 
• Virtual Services: Provide information on virtual resources and services. For example, “Access our virtual library services at [library website] during this period.” 

Technology Issues/System Outages 

Monitoring and Detection 

• Regular Monitoring: Monitor IT systems and infrastructure regularly. 
• Early Detection: Communicate with OIT to Identify and anticipate potential issues early. 

Response Strategy 

• Immediate Response: Inform patrons of the issue and expected resolution time via social media and the website. For example, “We are currently experiencing a system outage. Our IT team is working to resolve the issue. Estimated resolution time is [x] hours.” 
• Alternative Access: Provide information on alternative access to resources. For example, “During the outage, you can access our digital resources at [library website].” 

Unexpected Closure 

Monitoring and Detection 

• Regular Monitoring: Assess operational status and potential risks regularly. 
• Early Detection: Communicate with Organizational Operations to identify potential maintenance needs that may result in repair/closure. 

Response Strategy 

• Immediate Response: Communicate the reason for the closure and alternative resources via social media and the website. For example, “UTA Libraries will be closed today due to unforeseen circumstances. Please check our website for updates and access to digital resources.” 
• Regular Updates: Provide regular updates on the status and expected reopening. For example, “The library will reopen tomorrow at 9 AM. Thank you for your understanding.” 

Controversial Events and Policy Changes 
 
Monitoring and Detection 

• Regular Monitoring: Monitor public sentiment and media coverage related to library events and policy changes. 
• Early Detection: Identify potential controversial events or changes early through public interest and media coverage tracking. 

Response Strategy 

• Immediate Response: Communicate the purpose and context of the event via social media and the website. For example, “UTA Libraries is hosting a discussion on [controversial topic]. The event aims to foster open dialogue and understanding.” 
• Address Concerns: Provide accurate information and address concerns promptly. For example, “We understand there are concerns about the upcoming event. Please visit [link to article or library website] for more information and context.” 

Handling Misinformation 

Monitoring and Detection 

• Regular Monitoring: Monitor social media platforms and news outlets for misinformation. 
• Early Detection: Identify misinformation early through source verification and content analysis. 

Response Strategy 

• Immediate Response: Provide accurate information to correct misinformation via social media and the website. For example, “There is misinformation circulating about [topic]. Please refer to our official website for accurate information.” 
• Engage with Community: Address concerns and provide context for the correct information. For example, “We are aware of the misinformation regarding [topic]. Here are the facts: [provide accurate information].” 

Conclusion 

By implementing this crisis communication plan, UTA Libraries aims to ensure the safety and well-being of our community. Through proactive monitoring, timely responses, and continuous improvement, we can effectively manage various crisis situations and maintain a positive and safe environment for all users. 
 
Follow-Up and Review 

Executive Team Follow-Up 

• Issue Summary: Provide a concise summary of the crisis, including key details and the impact. 
• Response Actions: Outline the actions taken to address the crisis, including any immediate measures and longer-term solutions. 
• Current Status: Update the executive team on the current status of the issue, ensuring they are aware of any ongoing concerns or unresolved matters. 
• Supporting Information: Include relevant screenshots, data, and any other pertinent information to give a clear picture of the situation. 

Review and Improve 

• Regular Reviews: Schedule regular reviews of the crisis management plan to incorporate lessons learned from recent incidents. 
• Feedback Integration: Collect feedback from all involved parties and integrate it into the plan to enhance its effectiveness. 
• Continuous Improvement: Ensure continuous improvement by updating the plan based on new insights and best practices. 

 
Conclusion: By implementing this crisis communication plan, UTA Libraries aims to ensure the safety and well-being of our community. Through proactive monitoring, timely responses, and continuous improvement, we can effectively manage crisis communication and foster a safe and positive community for all users. 
 
 

For more information see the UTA Guidelines process.