What I Learned Leading Communications During Major City Emergencies

Across my work in Aurora and Reno, I’ve supported communications during some of the most challenging moments a city can face—wildfires, floods, major public safety incidents, riots, and large-scale evacuations. Each situation was different, but a few lessons proved universal.

Floodwaters rise beneath the Sierra Street Bridge in downtown Reno. Photo credit: Jason Bean/RGJ

Speed matters, but clarity matters more

In a crisis, people look to the city for immediate, reliable information. Getting accurate details out quickly builds trust and reduces confusion. Sometimes you don't have much time to prepare, which was the case during the Pinehaven Fire in November 2020. Extremely high winds created a destructive wildfire within minutes, so we immediately set up a dedicated hashtag on social media and dedicated webpage on the city website. Crises can also tend to linger, long after the threat to the community has passed. The cause of the fire wasn't determined until months later.

Coordination is everything

Police, fire, 911 dispatch, city leadership, and emergency managers all need to speak with one voice. My role often involved pulling those pieces together, aligning messaging, and ensuring the public received consistent updates. One of my most significant emergency responses was the major Reno flood in early 2017. I worked directly with the regional Joint Information Center, collaborating with multiple agencies to deliver unified public messaging, coordinate media briefings and tours with government officials, and ensure residents receive accurate, real-time information about evacuations, road closures and safety resources.

Transparency builds credibility

Even when the full picture isn’t available, acknowledging what you know—and what you don’t—helps maintain public confidence during uncertain moments. As a communicator, you sometimes have to do your best to balance transparency with legal/privacy constraints. This was the case when there were sexual harrassment claims against a former city manager. The communications around the issue lasted for multiple years before the issue was resolved and a settlement was reached.

Conclusion

Preparedness pays off. Pre-built templates, communication plans, talking points, and strong relationships with the media make a huge difference when the pressure is on.

Crisis communications isn’t just about responding to an event; it’s about helping communities stay informed, supported, and safe when it matters most. And that responsibility has shaped much of my career.