AKANSHA AGRAWAL ROLL NO 1 AMIT SHARMA ROLL NO 2 ASHISH DAHIYA ROLL NO 3

Crisis Management Overview

Crisis Management Model Crisis Management Best Practices Crisis Communication Case Studies Conclusions

A crisis (from the Greek krisis) is any event that is, or expected to lead to, an unstable and dangerous situation affecting an individual, group, community or whole society. Crisis are deemed to be negative changes in the society especially when they occur abruptly with little or no warning.

HOW CRISIS AFFECTS ORGANIZATION

Operational viability Reputation Credibility Financial stability Legal action

Surprise

Quick onset not expected Normal operating practices do not apply Puts us off-guard To health and life safety To business operations To community, region, or globe Communication may be difficult Information is incomplete, inaccurate or difficult to obtain Emotions are running high

Threat

Quick response

Internal Events

Business Contingency Plans

System Failures

Building Not Accessible

Fraud/ Sabotage

People Unavailability

Cyber Attacks

Utility Failures

External Events

Emergency Response Plans

Fire/ Explosions

Civil Disturba nce

Utility Outage

Terrorist Threats

Severe Weather

Environme ntal

Establishes structured protocols for managing and communicating in a crisis

Identifies potential risks which may prevent an incident from becoming a crisis Gives team confidence and experience resulting in improved response time Decreases severity of crisis by alleviating confusion Provides high level knowledge and appropriate response actions

Antecedent conditions

Intrinsic crisis

Perceived crisis

Immature crisis response Mature crisis management

Review and Feedback

Perceived crisis: As seen by individuals from particular viewpoints

Mature crisis management

Grasp of intrinsic crisis Implementation of plans and procedures

Assessing

success and failure Feeding learning into future planning

1. 2. 3. 4. 5.

6.
7. 8.

Comprehensive Framework Risk assessment & priority model Crisis strategy and communication plan Response action plans Protocols simple and actionable Relationships with internal and external parties Training and awareness Practice

People to respond and manage crisis

Define crisis team/s structure members and alternates

Establish clearly defined roles and responsibilities Develop actionable crisis response plans Staff, clients, regulators, and other interested parties Automated notifications, call trees, bridge lines, 1-800 lines, GETS, cell phones, Wireless, satellite phones, Internet, Emails

Tools to communicate

Processes to monitor, communicate and escalate incidents

Activate Crisis Management Framework Communicate to media, clients, and internal/external parties Establish and run the Emergency Operations Center

Distribute one-page crisis/emergency response guides

Identify Risks and Threats

Consolidation of business impact analysis data at site level Identify internal and external threats for each location Categorize by probability of occurrence and impact Identify mitigation strategies and controls in place

Perform risk and vulnerability assessment

Establish classifications and weighting

Calculate risk and vulnerability per site Senior management agreement Create response plans for high risk threats

Prioritize threats/vulnerabilities

Determine crisis strategy

Formulate, communicate, and document strategy Media Strategy and Protocols Sample communications for emergency response Distribution lists for clients, regulators, and other parties Communication templates local, regional, global Contact lists for crisis management, emergency response and business recovery staff Appoint media spokesperson per site Provide appropriate training

Develop communication plan

Protect brand and reputation

Develop crisis response plans for high risk/threats Consult experts or leverage knowledge of internal resources Obtain a good understanding of risk or threat Create checklists for specific threats (i.e. hurricane, earthquake) Create one-page actionable response plans Identify resources and contact information of experts

Establish a central repository of crisis response plans Use as a basis for actual crisis event Update with lessons learned Share plans and knowledge locally, regionally, and globally

Managing the crisis and command centre

Structured agendas, roles and responsibilities and analysis tools Pre-defined rooms/bridge lines for crisis meetings Standard equipment for the Emergency command centre

Activating the crisis management framework

Integrated with major incident handling process BCP triggers Local, regional, global support follow the sun approach Clear communication and update process for senior management

Communicating in a crisis

Keep informed media, industry, local authorities Templates of media and external party communication

Internal Form partnerships with Corporate Security, Communications, and HR build joint response plans Leverage knowledge and expertise within your firm Perform site visits and establish relationships with other locations External Build relationships with emergency response agencies Get involved with industry forums and committees Know your supply chain and critical vendors Establish relationships with Regulators and other authorities

Establish a comprehensive program

On line E-Learning
Briefings Workshops

Full simulations

Regular communication to staff Keep them informed of basis crisis management activities

Distribute guides, newsletters, and updates

Document lessons learned update response plans

Build a championship team

Regular drills and participation by team members

Role play and simulate high risk threats as a team Involve senior management

Use all tools, processes, and protocols during exercises

Run evacuation, fire, and emergency response drills Involve as many staff as possible

Combine tabletops scenario exercises with off-site

Validate the actions in the crisis response plans

Core elements are:

Identifying audiences (Who?) How communication is to take place (How?) What messages are to be communicated (What?)

Core process is: Active, two-way communication

1)
2) 3)

4)
5) 6) 7)

Full apology Corrective action Ingratiation Justification Excuse Denial Attack the attacker

Gather Intelligence

Complete a risk assessment

Produce plans to address risks

Promote crisis-ready culture

Publish plans and conduct training

Test, review and practice

Identification
define and describe

Estimation
likelihood and consequences

Evaluation
acceptability of risk

INCIDENT

SUCCESS OUTCOMES
- Financial losses were bearable - Costs relating to cleanup were less than preemptive costs - Image management recovered the Companys reputation in business community

FAILURE OUTCOMES
- Long term costs were transferred to public - Delays in implementing clean-up leading to loss of wildlife. - Image management failed to fully recover the Companys reputation in wider community - Perpetrator was never identified - Future attempts cannot therefore be precluded

EXXON VALDEZ

- Swift reactions reinforced Company TYLENOL reputation for integrity TAMPERING - Stakeholders reported high degree of trust - Product did not suffer in long term

Be prepared for the unexpected

Implement a framework to enable a crisis management capability Identify risks and threats build response action plans Establish protocols to ensure effective activation and management of a crisis

Establish and build relationships

Become a championship team by practice, practice, practice

Shrivastava, P. Mitroff, I.I., Miller, D. and A. Miglani, "Understanding industrial crisis". Journal of Management Studies, 1988, 25, 4. Seeger, M. W. Sellnow, T. L. & Ulmer, R. R. (1998). "Communication, organization and crisis". Communication Yearbook 21. Fischer, Robert. P., Halibozek, Edward., & Green, Gion, (2008) Introduction to Security. 8th Edition Emergency Management Institute Home Page

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