1. Elements of Crisis Management
Preparing for Decision-Making During Crises

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

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

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

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

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

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

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

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

10. Practice
Exercises and gaming
Planned and organized
Ad hoc

11. Mitigation Structural governmental change Laws and policy
Informed public
Public works

12. 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

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

14. 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

15. 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

16. 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

17. 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

18. 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

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

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

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

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

23. Recovery
Manage to the end
Handle the aftermath

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

25. 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

26. 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

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

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

29. 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