Learn how the University of Maryland Medical Center managed communications to internal and external audiences during the civil unrest in Baltimore in April 2015.  Hear a first-hand account of how the fluid situation prompted various communications decisions and actions. Speakers will share tools that were used to convey critical information to insure the safety of patients, staff, and visitors and to maintain continuity of operations.  Speakers also will provide insights on the value of providing platforms for employees to express themselves and share their points of view during tense times. You will gain:

  • Guidelines for managing communications and sharing responsibilities during a prolonged incident.
  • Tools and communications channels for maximizing message penetration.
  • Special considerations for keeping patients and visitors informed.  
  • Strengths/weaknesses/opportunities/threats from UMMC’s experience that could help participants prepare for and manage through crises.


Karen Lancaster, vice president, media relations and corporate communications, University of Maryland Medical System

Lancaster has served as vice president, media relations and corporate communications, University of Maryland Medical System (UMMS) since May 2015.  She joined UMMS as director of media relations & corporate communications in January 2012. In her current role, Lancaster has responsibility for strategic communications including media relations, issues/crisis management, business and executive communications, reputation management and internal communications across the 12-hospital University of Maryland Medical System (UMMS). She serves as the primary media spokesperson for UMMS and its flagship academic hospital, the University of Maryland Medical Center (UMMC), which includes the R Adams Cowley Shock Trauma Center, Greenebaum Cancer Center, and University of Maryland Children’s Hospital.  Her role also provides leadership for the joint media relations function between UMMC and the University of Maryland School of Medicine.

Frank Moorman, director, system internal communications, University of Maryland Medical System

Moorman's primary focus is to develop strategies for effective internal communications within the UM Medical Center, the system’s flagship academic medical center, and across affiliated member sites. An important objective is to build a flexible, yet consistent infrastructure for communication channels and strategies that would support the system’s diverse cultures and needs.


Participants with the APR credential earn 1.0 APR Maintenance Credit for a webinar. Learn more about Accreditation maintenance.