Elements of Crisis Management Preparing for Decision-Making During Crises

The Crisis Management Process PREPARATION MITIGATION PREVENTION PLANNING EXECUTION RECOVERY RESOLUTION RESPONSE Policies and Law

Attributes, Approach, Attitude AWARENESS ANTICIPATION ANALYSIS PREPARATION MITIGATION PREVENTION JUDGMENT RECOVERY RESOLUTION DECISION MAKING EXECUTION RESPONSE COMMAND & CONTROL RESOURCES ORGANIZATION

The Planning Process AWARENESS ANTICIPATION ANALYSIS PREPARATION MITIGATION PREVENTION Focus: Preparing to Support Crisis Decision-Makers

Preparation Build a framework of authority (minimal) Establish links between decision-making centers Establish a critical information group Make rules Practice

Build a Framework of Authority Consensus definition of crisis management process Clear lines of authority and duties, preferably in writing

Links Between Decision-Making Centers Build system of effective cooperation Create networks Develop readiness for mobilization in a common cause

Establish a Critical Information Group Use existing mechanisms Develop a variety of internal and external sources Provide for detached, objective analysis

Make Rules Policy Cooperation between participants Decision-making Standard operating procedures

Practice Exercises and gaming Planned and organized Ad hoc

Mitigation Structural governmental change Laws and policy Informed public Public works

Prevention Anticipate potential crisis situations Maintain a full awareness of potential crisis environment Objectively analyze information on developments that could lead to crisis Act remedially in pre-crisis situations

The Response Process RESPONSE DECISION-MAKING (FOCUSED) JUDGMENT (SOUND) ORGANIZATION (INTEGRATED) RESPONSE Focus: Rapid, Effective Crisis Decision-Making

Response Grasp the situation Survive initial shock Avoid being discredited Activate networks and critical information groups Formulate a position Develop an action plan Mobilize decision-makers

Grasp the Situation Examine available facts Develop early analyses with best available information Define nature of problem Evaluate resources available to deal with situation Project direction of events

Survive Initial Shock Recognize Warning systems are vulnerable Speed of events can hinder comprehension The challenge can be massive and shattering Individuals and organizations might be stressed The crisis might break totally unfamiliar ground The system might revert to past practices The current system might require modification

Avoid Being Discredited Making hasty decisions or drawing premature conclusions Confusing early dealings with the media Over- or understating crisis seriousness to public and/or to government

Activate Networks and Critical Information Groups Sound appropriate warnings Construct a tailored team Separate crisis management team from other activities Work out a communications plan Set up a log book Form critical information group

Formulate a Position Define the problem Name the problem Make an initial judgment of time lines Decide fundamental focus

Develop Action Plan Devise strategy for response Refine organization Fine-tune information collection Examine goals Establish preliminary milestones

Mobilize Decision-Makers Keep them informed Keep them in the process Encourage appropriate participation Ensure their availability Be responsive to their needs

The Recovery and Resolution Process RESOURCES (PROPER) COMMAND & CONTROL (EFFECTIVE) EXECUTION (QUALITY) RECOVERY RESOLUTION Focus: Implementing Decisions, Returning to Normal

Recovery Manage to the end Handle the aftermath

Resolution Manage the system Orchestrate public awareness Media Rumors Properly use consulting experts

Orchestrate Public Awareness Media Name a spokesperson Be first to supply information Tell the truth, or make no comment Non-Media Be sure your own organization is properly informed Ignore “victims” at your peril Rumors Ignore if unimportant If serious, deny or counter-attack

Manage the System Separate crisis management from daily activities Control internal communications Adjust crisis team(s) to meet events Ensure adequate decision-making authorities Organize to act Use experts wisely

Experts Single source Network Separate from decision-making Monitor their public comments Be realistic about their ability to contribute to early decision-making

Aftermath Dismantle gently Carefully restore normalcy Take strong initiatives to prevent recurrence Restore public confidence

The Crisis Management Process AWARENESS ANTICIPATION ANALYSIS PREPARATION MITIGATION PREVENTION JUDGMENT PLANNING EXECUTION RECOVERY RESOLUTION DECISION MAKING EXECUTION RESPONSE COMMAND & CONTROL RESOURCES ORGANIZATION Procedures, Policies and Laws, Resources, and Infrastructure