The Corporate Crisis Management Guide

Before we Begin… Roll the video

Agenda Overview of the Document/Guide – Identifying Teams – Escalation  Getting Together  Running the Meeting – Extra Credit

Components of the Presentation Guidelines - NOT Minimum Requirements Notice the frequency of the words ‘define’ or ‘identify’. These are steps that should be considered for your document.

Corporate Crisis Management Guide - Overview Yet another document for your Program – Four companies = Four similar approaches Corporate strategy for large scale incidents Outlines roles for various individuals/teams including the executives Important for all Companies regardless of their size

Corporate Crisis Management Guide – Overview (cont) Much of the information is already known and probably assumed – just needs to be written Keep it short! Leaving the game plan is a sign of panic, and panic is not in our game plan. -- Chuck Noll

Teams Where to Start? – Define the teams Who is doing what when you know what hits the you know where. – Think worst case scenario. Main decision makers during a crisis are frequently at a level below executive level – Functional teams Decision Makers Executive Team Names of teams are rarely standard – Executive Management Team, Crisis Management Team, Corporate Management Team, etc.

Teams (cont) Identify team members – Names versus Titles Higher up the ladder, the names don’t change as frequently (hopefully) Define the roles of the teams/departments – Common sense but necessary to ensure clarity – Make sure you have Marketing/Communication Department involved Social Media Responses

Escalation Process Define the steps to escalate an incident – Advisory (Warning) versus Activation (Declaring) – Who/which group determines if you should declare – Who can actually declare – Declaring = $$$ Tangent: – Test the Declaration Process – Restorable versus Recoverable – Who’s contacting your clients

Getting Together Identify the Emergency Operations Center (EOC) – Once again…names are rarely standard – EOC, ECC, CCC, War Room, etc. – Virtual versus Physical location Implement and document an efficient method to convene the team – Mass communication application Identify who should be invited – Decision makers from departments and/or regions – Not always a static list Situation specific

The Meeting Define who’s running the show? – Need someone who will decide the stalemates Decisions need to be made with authority Not necessarily a C-level executive – Often associated with Risk Management or IT Format of Meeting – Define a preset (but flexible) agenda Scheduled meetings – agenda Open Bridge – no agenda – Capture the meeting minutes

The Doers Critical to have ‘field level’ teams communicating with associates invited to the meeting. If possible, a rep from the field should attempt to join the call – if only for a minute or two Keep the executives informed – Commonly done via department channels

Almost Done Defined Teams Identify Escalation Identify Activation EOC Meeting Format Defined Roles during Activation

Brownie points Insert questions that can be asked at Time of Disaster – Added section or addendum to document – Proactive – Allows calmer thoughts to succeed – Makes you look good! Specific to dependency or situation – If specific incidents are identified, make sure they are relevant (Risk Assessment)

Your Turn Did I miss anything? What have you seen in your experience?