Mount Royal University said they did their best to relay information through multiple channels during Monday’s shelter-in-place order, but not everyone got the message.

After news of police presence and investigation on campus was seemingly mishandled, Mount Royal University (MRU) is asking students to double check that their device is allowing MRU Now, the school’s emergency and security app, to send notifications to their devices.

A confession submitted to the anonymous and confidential Instagram page mruchatter, a page designed for students to share their feelings about general MRU student life, denounced the school’s handling of Monday afternoons Shelter in Place order.

“Shame on MRU and campus security for only choosing to email us (which most of us NEVER received) instead of using the MRU Now app and the PA system!! MASSIVE safety threat and this is how u respond?? PEOPLE COULD’VE BEEN HURT CAUSE THEY WERE UNAWARE OF A SHELTER IN PLACE!!!!!,” the submission read.

When asked, MRU told LWC that alerts were sent out through email, social media and the MRU Now app to reach as many students and employees as possible. Alerts were sent through the app at 4:11, 4:40 and 5:11.

Some students not receiving notifications could be a product of smartphone storage optimization. Because of both Android and iOS operating systems, the app requires periodic interaction to avoid hibernation and offloaded features, which could suppress notifications, according to the school.

When downloading the app, users are prompted to allow notifications, though explanation or prevention of the hibernation features are not offered in-app, though there is a troubleshooting feature. Specific instructions can be found on the MRU website under the emergency response and MRU Now tabs.

“iOS 11 introduced a feature that will “offload” unused apps if device storage becomes low. While user data is maintained, the app will not be visible unless the user restores it to their device via the App Store,” the iOS-based MRU Now guide reads.

“If an app is offloaded, it may still receive push notifications, but opening the push will direct the user to the App Store as opposed to opening the full content of message within the app.”

Those who did not receive notifications from the app, or had not previously downloaded it, would’ve received email updates on the shelter in place order.

Between 4 p.m. and 5:12 p.m. on Monday, the school sent out three alerts through the app and to student and staff emails. The first of which announced police were on campus and looking for a caucasian male in their mid-20s, was first sent out at 4 p.m. via email and then at 4:11 p.m. via MRU Now, according to the app’s Push Notification History tab and emails shared with LWC.

MRU staff did their best amid a ever-changing situation

In light of Monday’s order, Will Fossen AVP & Chief Safety, Risk and Employee Wellness Officer at MRU, shared a message with students and staff via email.

“Let me start by sharing that no one was physically injured or harmed. Yesterday we had a “shelter in place” situation due to a report of someone with a knife. This turned out to be someone working for a food service provider,” the update reads.

“Nonetheless, there were concerns resulting in a 911 call, Calgary Police Service attended campus and investigated. I want to thank everyone who followed CPS instructions to shelter in place.”

Fossen says that emergency situations are rapidly evolving and campus security often receives conflicting information.

“I know there are concerns about the response by MRU and by Calgary Police Service. We did our best to provide timely information to our campus community, but faced challenges relating to the nature of the incident,” his email read.

The school did send several messages through MRU Now, as well as through email and social media, Fossen confirmed in his update, adding that anyone who did not receive notifications should verify their app has not gone into hibernation mode.

“We continually review our internal processes and responses related to incidents. I am grateful to our teams in these areas and especially grateful that in the end there was no threat to anyone on campus,” the email reads.

“That said, I know that for some the mere presence of police in large numbers was disturbing. Supports are available to students and employees for those who need them.”

In a comment left on the MRU chatter page, one user questioned how CPS and MRU distributed information, calling instead for widespread, Amber Alert style emergency alerts.

“Let’s be so fr so a moment. Yes it was a false alarm but there is a possibility that one day it might not be!! If you think for more than two seconds that sending an email was “enough” then you are the problem,” the user wrote.

“Not only does it show you don’t really care about your students, THE PEOPLE THAT KEEP YOUR UNI GOING. But also how out of touch and how little you understand your student population. I can guarantee you at LEAST 90% of students don’t have their email open during class. Their phones? Different story. So please. BE SO FR WHERE WAS THIS RESPONSE OKAY.”