Transcript - United Safety

Crisis Management
A Review of Best Practices
Elie Daher
Slide 2
Crisis: Any situation that is threatening or could
threaten to harm people or property, seriously
interrupt business, significantly damage reputation
and/or negatively impact the bottom line.
Source: BERNSTEIN CRISIS MANAGEMENT, INC. Website (2013)
Jonathan Bernstein
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 3
Best Practices of Crisis Management: Anticipating
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Create a crisis management plan.
Policies for preventing potential crisis situations.
Strategies and tactics for how to deal with each potential crisis.
Identify who will be affected by potential crisis.
Creation of effective crisis communication plan.
Information about simulations and testing exercises management plan.
Identify location of crisis management center.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 4
Best Practices of Crisis Management: Anticipating
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Create a crisis management team.
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Available on premises when a crisis may occur.
Trained in the duties of several members of the team.
Willing to follow orders.
Willing to accept emergency directives.
Should be able to function under stress.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 5
Best Practices of Crisis Management: Anticipating
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Locate a crisis management center.
• Necessary electrical amperage and outlets.
• Basic communication tools like telephones
and computers.
• Layout for all equipment.
• Basic supplies such as food and water.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 6
Best Practices of Crisis Management: Anticipating
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Practice simulations and exercises.
• Practice reveals holes and weaknesses to be
addressed before a real crisis occurs.
• Once or twice a year to ensure recommendations
from previous plan are taken up.
• Take account of changes in the business and
movement of personnel.
Image Courtesy of United Safety
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 7
Best Practices of Crisis Management: Anticipating
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Develop good internal relationships.
• Employees are a company’s ambassadors.
• Employees are in a position to explain to
customers, family and friends.
• Employees can be a very potent support force
in your communication efforts.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 8
Best Practices of Crisis Management: Anticipating
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Develop good external relationships.
• Good deeds speak for themselves
• A favorable reputation can act as a shield to
protect an organization from harm.
• A favorable reputation will lead key publics
and stakeholders to wait to hear
organization’s side of the story.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 9
Best Practices of Crisis Management: Anticipating
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Create a crisis communication plan.
A system that could reach each public to notify them of the crisis.
Identification of crisis communication team members.
Identification of the media spokesperson and specialist spokespeople.
List of key media contacts.
Pre-approved key messages for different crises.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 10
Best Practices of Crisis Management: During Crisis
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Communicate information about the crisis.
• Work with the press as an ally during a crisis.
• Be active rather than reactive to gain control
of the message and have a greater chance of
correcting misinformation.
• Reduce the possibility of a conflict about
statements or organizational values and
explanations.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 11
Best Practices of Crisis Management: During Crisis
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Focus on self-efficacy messages.
• Don’t over-reassure the public, show people how
to protect themselves from the effects of the
crisis.
• Messages should be valid, useful, and instructive
in protecting stakeholders from potential risk.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 12
Best Practices of Crisis Management: During Crisis
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Communicate corrective and preventive actions.
• Provide a prospective vision for recovery to
reduce uncertainty post-crisis.
• Provide corrective actions as early as possible
in the crisis response.
• Reduce psychological stress by reassuring
stakeholders that their safety is a priority.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 13
Best Practices of Crisis Management: During Crisis
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Establish strong leadership throughout the crisis.
• Help reduce the turmoil, reassert order and control by being
visible to employees, community, and the media.
• Oversee responses and help others understand and cope with the
crisis.
• Reduce the impression that the company has something to hide.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 14
Best Practices of Crisis Management: Aftermath of the Crisis
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Debrief and evaluate the crisis response.
• Evaluate quickly and effectively after the crisis to check the accuracy of the
crisis plan and make revisions if necessary.
• Eliminate any weaknesses, reinforce strengths to prepare for the next incident.
• Maintain positive organizational-stakeholder relationships.
• Update the stakeholders on the progress and results of ongoing investigations
and the actions being taken to prevent a repeat of the crisis.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 15
Best Practices of Crisis Management: Aftermath of the Crisis
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Communicate lessons learned from the crisis.
• Figure out lessons learned from the crisis and
communicate with stakeholders.
• Reduce vulnerability to similar emergencies in
the future, or avoid repetition of the incident.
• Determine what was lost, what was gained, and
how the organization performed in the crisis.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 16
Best Practices of Crisis Management: Aftermath of the Crisis
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Realize the positive aspects of the crisis.
• Crises offer opportunities for renewal and future growth.
• Opportunity to assess strengths and weaknesses as well as vulnerability to
external and uncontrollable forces.
• Take proactive measures with crisis management planning.
• Forces an organization to focus on moving beyond the event and provide a
positive direction toward which organizational members can work.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 17
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Potential Positive Results of Crises
Heroes are born.
Change is accelerated.
Latent problems are faced.
People are changed.
New strategies evolve.
Early warning systems develop.
New competitive advantages appear.
Panel Session 1: Crisis Management •
A Review of Best Practices • Dr. Elie Daher
Slide 18
Acknowledgements / Thank You / Questions
WORKS CITED
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University Press.
Albrecht, S. (1996). Crisis Management for Corporate Self-Defense: How to Protect Your Organization in a Crisis. How to Stop a Crisis Before It Starts. New
York, NY: AMACOM.
Anthonissen, P. F. (Eds.). (2008). Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival. London, UK:
Kogan
Page Limited.
Breakenridge, D., & DeLoughry, T. J. (2003). The New PR Toolkit: Strategies for Successful Media Relations. Upper Saddle River, NJ: Pearson Education, Inc.
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http://www.sciencedirect.com/science/article/pii/S0363811106001585
Coombs, T. W. (2007). Ongoing Crisis Communication: Planning, Managing, and Responding (2nd ed.). Thousand Oaks, CA: Sage Publications, Inc.
Dilenschneider, R. L. (2010). The AMA Handbook of Public Relations: Leveraging PR in the Digital World. New York, NY: AMACOM.
Doorley, J., & Garcia, H. F. (2011). Reputation Management: The Key to Successful Public Relations and Corporate Communication (2nd ed.). New York, NY:
Routledge.
Smith, K. (2012) Best Practices for Effective Corporate Crisis Management: A Breakdown of Crisis Stages Through the Utilization of Case Studies.
California Polytechnic State University, San Luis Obispo, USA.