The IThe Institute for nstitute for Crisis ManagementCrisis Management

The IThe Institute for nstitute for Crisis ManagementCrisis Management

AndAnd

SGMPSGMP Bluegrass Chapter Bluegrass Chapter

Presents Presents

Crisis PreventionCrisis PreventionAnd PlanningAnd Planning

September 30, 2003September 30, 2003

  

DEFINITION OF A CRISISDEFINITION OF A CRISISDEFINITION OF A CRISISDEFINITION OF A CRISIS

A significant disruption which triggers negative A significant disruption which triggers negative stakeholder reaction, impacting your event or stakeholder reaction, impacting your event or

event & budgetevent & budget

Different Types of CrisesDifferent Types of Crises • • SuddenSudden • Perceptual• Perceptual

• • Smoldering Smoldering • Bizarre• Bizarre

Adverse Organization ImpactAdverse Organization Impact • • VolunteersVolunteers • Operating expenses• Operating expenses • • JobsJobs • Employee morale• Employee morale • • reputation • Competitive strength reputation • Competitive strength

• • Legal Action Legal Action • Consumer action• Consumer action • • Management MistrustManagement Mistrust

Hair Raising HeadlinesHair Raising HeadlinesHair Raising HeadlinesHair Raising Headlines

Convention Guest Says Waiter Spit in his SoupConvention Guest Says Waiter Spit in his Soup

Key West tries to get the party restarted: Hurricane Wilma Key West tries to get the party restarted: Hurricane Wilma was devastating  was devastating  

33 Suffer Smoke Inhalation in Hotel Fire33 Suffer Smoke Inhalation in Hotel Fire

Planners Waylaid by StrikePlanners Waylaid by Strike

AAUP board votes to pull annual conference from hotelAAUP board votes to pull annual conference from hotel

Hyatt Boston lays off 100 housekeepers; Boycott SoughtHyatt Boston lays off 100 housekeepers; Boycott Sought

Crisis OriginsCrisis Origins1999-20081999-2008

Crisis OriginsCrisis Origins1999-20081999-2008

Crisis TypesCrisis Types1999-20081999-2008

Crisis TypesCrisis Types1999-20081999-2008

2008 Crisis Categories2008 Crisis Categories2008 Crisis Categories2008 Crisis Categories

What Kind of Crises ShouldWhat Kind of Crises ShouldYou Plan ForYou Plan For

What Kind of Crises ShouldWhat Kind of Crises ShouldYou Plan ForYou Plan For

Most Involve PeopleMost Involve People

1. Harassment1. Harassment

2. Mismanagement2. Mismanagement

3. Consumer Issues3. Consumer Issues

4. HR/Sex Abuse4. HR/Sex Abuse

5. Whistle Blower5. Whistle Blower

6. Discrimination6. Discrimination

7. Theft/Fraud7. Theft/Fraud

8. Workplace Violence8. Workplace Violence

9. Natural Disasters9. Natural Disasters

Different Kinds of Different Kinds of Crisis PlansCrisis Plans

Different Kinds of Different Kinds of Crisis PlansCrisis Plans

Crisis Operations PlanCrisis Operations Plan

Crisis Communication Crisis Communication PlanPlan

Business Recovery PlanBusiness Recovery Plan

Who’s On the Crisis TeamWho’s On the Crisis TeamWho’s On the Crisis TeamWho’s On the Crisis Team

Representatives from:Representatives from: Event PlanningEvent Planning LegalLegal Event Production TeamEvent Production Team FinanceFinance CommunicationsCommunications ITIT SecuritySecurity AdministrationAdministration

The GoalThe GoalThe GoalThe Goal Keep event On TrackKeep event On Track Get back to serving participantsGet back to serving participants No problem recruiting No problem recruiting

volunteer staffvolunteer staff Event staff still trusts leadershipEvent staff still trusts leadership Prevent lawsuits Prevent lawsuits Protect/Restore Reputation of Protect/Restore Reputation of

organizationorganization

REALITIES OF A SUDDEN CRISISREALITIES OF A SUDDEN CRISIS REALITIES OF A SUDDEN CRISISREALITIES OF A SUDDEN CRISIS

Initial ChaosInitial Chaos

1.1. Crisis timing invariably is awfulCrisis timing invariably is awful

2.2. Human & hardware communication problemsHuman & hardware communication problems

3.3. News media pressure and rumorsNews media pressure and rumors

Inevitable AftershocksInevitable Aftershocks

1.1. Discovery/Disclosure of other problems related to Discovery/Disclosure of other problems related to the crisisthe crisis

2.2. Investigations by federal, state, local government Investigations by federal, state, local government officialsofficials

3.3. Lawsuits and financial penaltiesLawsuits and financial penalties

4.4. lost business, management changes lost business, management changes

ICM Approach To Managing ICM Approach To Managing Sudden CrisesSudden Crises

ICM Approach To Managing ICM Approach To Managing Sudden CrisesSudden Crises

1.1. Have a Crisis Plan That Can Be Implemented QuicklyHave a Crisis Plan That Can Be Implemented Quickly

2.2. Base Everything You Say on Factual, Confirmed InfoBase Everything You Say on Factual, Confirmed Info

3.3. Notify Management and Communication People ASAPNotify Management and Communication People ASAP

4.4. AnticipateAnticipate Media Reactions and Be Ready To Respond Media Reactions and Be Ready To Respond

5.5. Coordinate Communications With Government Agencies Coordinate Communications With Government Agencies

6.6. Line Up Additional help for the First 48 HoursLine Up Additional help for the First 48 Hours

7.7. Manage the Aftermath as Effectively As the Initial Crisis Manage the Aftermath as Effectively As the Initial Crisis

8.8. Document Everything You Do During the Crisis Document Everything You Do During the Crisis **

9.9. Debrief Everyone on How the Crisis Was ManagedDebrief Everyone on How the Crisis Was Managed

Don’t Manage Your Crisis Don’t Manage Your Crisis In the Parking Lot or LobbyIn the Parking Lot or LobbyDon’t Manage Your Crisis Don’t Manage Your Crisis In the Parking Lot or LobbyIn the Parking Lot or Lobby

• Create A Crisis Create A Crisis

Command CenterCommand Center

Identify a Back-Up SiteIdentify a Back-Up Site

• Create a Media Center Create a Media Center

Select Back-Up SiteSelect Back-Up Site

• Create Guest/Family Create Guest/Family

Holding AreaHolding Area

Crisis Management 1Crisis Management 1stst Steps StepsCrisis Management 1Crisis Management 1stst Steps Steps

Activate the Crisis TeamActivate the Crisis Team

Begin gathering informationBegin gathering information»Critical for both operational & Critical for both operational &

communication decisionscommunication decisions»Determine what you know & what Determine what you know & what

you don’t knowyou don’t know

Identify Key AudiencesIdentify Key Audiences

Identify and Communicate with Identify and Communicate with Key AudiencesKey Audiences

Identify and Communicate with Identify and Communicate with Key AudiencesKey Audiences

Select/Target/FocusSelect/Target/Focus

– Staff/VolunteersStaff/Volunteers

– GuestsGuests

– VendorsVendors

– AgenciesAgencies

– CommunityCommunity

Crisis Management Next Crisis Management Next StepsSteps

Crisis Management Next Crisis Management Next StepsSteps

Begin developing messagesBegin developing messages Set communication prioritiesSet communication priorities AnticipateAnticipate Do somethingDo something DocumentDocument Debrief & reviewDebrief & review

– Learn from the experienceLearn from the experience

Realities of a Smoldering Realities of a Smoldering CrisisCrisis

Realities of a Smoldering Realities of a Smoldering CrisisCrisis

Much more likely to occur and sometimes Much more likely to occur and sometimes much more difficult to identify initiallymuch more difficult to identify initially

Often a problem that management avoids, Often a problem that management avoids, ignores or misunderstands in terms of its ignores or misunderstands in terms of its potential severitypotential severity

Mismanagement or human error Mismanagement or human error frequently involvedfrequently involved

Don’t Forget Don’t Forget Registration and SecurityRegistration and Security

Don’t Forget Don’t Forget Registration and SecurityRegistration and Security

Prepare & TrainPrepare & TrainFirst Line First Line PersonnelPersonnel

Registration staffRegistration staff VolunteersVolunteers Security StaffSecurity Staff

HOW THE MEDIA OPERATESHOW THE MEDIA OPERATESHOW THE MEDIA OPERATESHOW THE MEDIA OPERATES

What Happens When A Crisis What Happens When A Crisis Goes PublicGoes Public

Media Onslaught Within MinutesMedia Onslaught Within Minutes

Instant Experts and AuthoritiesInstant Experts and Authorities

24-Hour News Coverage24-Hour News Coverage

Pack Journalism PressuresPack Journalism Pressures

Give Your Organization a Give Your Organization a Crisis Preparedness PhysicalCrisis Preparedness PhysicalGive Your Organization a Give Your Organization a

Crisis Preparedness PhysicalCrisis Preparedness Physical

1.1. What kind of management notification system do we have in What kind of management notification system do we have in place for responding to emergencies during non-business hours? place for responding to emergencies during non-business hours? How good is it?How good is it?

2.2. What’s our event emergency response plan like and how sure are What’s our event emergency response plan like and how sure are we that it will work in a crisis? Has it ever been used or tested? we that it will work in a crisis? Has it ever been used or tested? Updated?Updated?

3.3. Who would be our spokespersons and how good would they be in Who would be our spokespersons and how good would they be in responding to a mob of reporters and TV cameras?responding to a mob of reporters and TV cameras?

4.4. How much information would we be willing to give out? Who How much information would we be willing to give out? Who would decide what would be said?would decide what would be said?

5.5. How would we inform our staff, attendees and other key How would we inform our staff, attendees and other key audiences and how long would it take?audiences and how long would it take?

6.6. What crises have our competitors had and how well would we What crises have our competitors had and how well would we have done if it had been us instead of them?have done if it had been us instead of them?

7.7. How well did we handle our most negative news event that went How well did we handle our most negative news event that went “public?” “public?”

8. What would we do differently if we had it to do all over again?8. What would we do differently if we had it to do all over again?