Developing a crisis management plan
Developing a crisis management planApril 22, 2016Drive change
through education.inspiration
SPONSORS22
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Whos on the line?
Tim CorriganExecutive Vice President
Doug ChildsQEHS Manager
Randy PhelpsPartner
Eric KriegerRisk Control AdvisorTimothy GroustraPrincipal
What is a crises?Natural disastersTechnical breakdownsAccident
(Employee, Vehicle, etc.)Fire/ExplosionWorkplace violenceRumorsFood
poisoningCould be specific to YOU
Crisis Management What is Crisis Management?
The process by which an organization deals with an unpredictable
event that threatens to harm the organization, its stakeholders, or
the general public.
Are you ready?What happens in a crisis situation?
You react as well as you are organized and trained.
Knowing what to do can be the difference between chaos and calm,
or even life and death.
This could be you
This could be you
Crisis Management
How is your reputation at risk?
The credibility and reputation of an organization is heavily
influenced by the perception of their responses during crisis
situations.
Why have a crisis management plan?A crisis management plan does
the following:
Defines and assigns the crisis team.Outlines roles and
responsibilities of the crisis team.Details steps to take in a
crisis event.Indicates who to contact, resources that are
available, and procedures to follow.Provides a platform for
training, testing, and improvement.
Effects on the industryThis gives everyone in the industry a
BLACK EYE.
1st step to create a planCreate a Crisis Management Team!
Must have full support from upper Mgt.!A good team will be cross
functionalTeam may vary on size but keep these three roles in
mind:1. Operations2. Communications3. Subject Matter Experts
Crisis management questions to askWhat are the worst things that
can happen to my organization?What are we willing to do to prevent
the event/incident?Can we afford the risk?How will we deal with
it?What is the reporting and communication process during the
crisis?What can we prevent?
Identify possible crisis situationsEach crisis is unique, but
there is an opportunity to become familiar with a variety of
scenarios so that a potential crisis can be quickly recognized and
addressed.
Examples:Chemical spills/leaksFiresInjuries/FatalitiesData
BreachFood PoisoningEtc. see sample plan for additional
situations
Building a planA Basic Crisis Management Plan Is Divided Into
Three Sections:
1. Quick Response 2. Resources 3. Communication Strategy
Quick response: 7 steps for crisis communicationThe Quick
Response:
Verify the Crisis SituationNotification and AssignmentsAssess
the Communication Crisis LevelCommunication ManagementDevelop
MessagesApprove and Release MessagesMonitor and Provide
Feedback
Quick response: 7 steps for crisis communication 1. Verify the
Crisis Situation
Determine what happened (what, when, who, how, why).
2. Notification and Assignments
Crisis Management Team Leader should be contacted
immediately.Team Leader will coordinate contacting all members of
the CMT.
Quick response: 7 steps for crisis communication3. Assess the
Communication Crisis Level
4Highlyintense3Intense 2 Moderately intense1Minimally
intense
Detail communication characteristics available in sample
plan
Quick response: 7 steps for crisis communication4. Communication
Management
Message Management (scheduling, identify audiences, start crisis
inquiry log, select spokesperson)
Communication Logistics (identify main on-site contact, address
other logistics ie, set-up site for media)
Quick response: 7 steps for crisis communication5. Develop
Messages
Develop a script for conveying key information points
Be prepared to address the companys or the operations record for
the relevant crisis situation
Monitor crisis and update messages based on the crisis
Quick response: 7 steps for crisis communication6. Approve and
Release Messages
Message ApprovalOnce messages are developed for each audience
(internal and external) they must be approved by the predetermined
individuals ie, CEO, Legal Counsel,
Message ReleaseMessages can be released through a variety of
means and at various timeframes, depending on the crisis
Quick response: 7 steps for crisis communication7. Monitor and
Provide FeedbackReview crisis coverageIdentify story trendsIdentify
public and key stakeholder issues
ResourcesResource Contacts: A1. Internal Crisis Management Team
2. Subject Matter Experts3. Industry Experts4. Stakeholders
Resource Contacts: B1. Network/Cable Television2. Local
Radio/Newspaper/Media3. National Newspapers
ResourcesMake sure to have these messaging statements ready.1.
Press Release Templates2. Crisis Inquiry Log3. Holding
Statements
Communication strategyHow can you best manage the media?
The media play an essential role in informing the community and
will do so with or without your help. Scheduled press conferences
and released statements are the most efficient and effective way to
brief non-local media.
Communication strategyHow should you effectively manage
communication strategy?
Appoint a media liaison to address logistics and media needs
that may include:Family communication and responseConsistent press
briefings
3 keys to crisis communications
HonestyMaintain Integrity
Empower your team to make decisionsPeople believe what they see
over what they hear 25SpeedImages
What happens afterwards? DOT EPA Insurance Plaintiff Attorney
OSHA NTSB
What can you do?START
CommitUpdate
Practice
Wed appreciate your feedback!Thank you
