Transcript Crisis Management PPP

What are your objectives in the
first hour of responding to this
crisis?
… local and international television
and print media … parent calls
Where … what … Paris …
Crisis Management –
Getting it right when things
go wrong abroad
Cornelia Lindenau, Newcastle University
Elissa Williams, University of Chester
BUTEX Symposium
July 8, 2011
Northumbria University
Crises in the past, crises in the
future
Past
• Earthquake and Tsunami in
Japan, March, 2011
• Earthquake in Christchurch, NZ,
February, 2011
• Middle East protests and
demonstrations, January-March,
2011
• H1N1 Pandemic, May 2009
• Mumbai Attacks, November 2008
• London Bombings, July 2005
• Madrid Bombings, March 2004
• Avian Flu–December 2003
Future?
BUTEX Symposium
July 8, 2011
Northumbria University
Why Crisis Management?
FORMAL
• Keep crisis from escalating to higher level
• Reduce damage/injury
Crises are
• Reduce cost and liability
manageable
• We live in a 24/7 Media Age
INFORMAL
• We want to help as quickly and efficiently as
possible
BUTEX Symposium
July 8, 2011
• Ease worries on all sides
Northumbria University
Developing a Crisis Management
Plan I
… keep it simple
... align with institute
… align with institutional crisis plan
… define the crisis level
… distribute to all relevant people – web access
… update regularly
… after each crisis: review
BUTEX Symposium
July 8, 2011
Northumbria University
Developing a Crisis Management
Plan II
• Form Crisis Team – with redundancies
To decide on (all to be included in THE ‘handbook’):
• Determining what the level of crisis is ...
• What to do in the first 60 minutes?
• Student Information
- What do they get? What do WE need?
• Communication: ‘tree’, who communicates with
press, who parents, who students, ...
BUTEX Symposium
• Contingency plans overseas
July 8, 2011
Northumbria University
Students
Insurance
Parents
...
Alumni
Public
Officials
Academics
Stakeholders
Staff
Immediate
Core Team
Wider Team
…
Security/
Police
Senior
Level
Partners
General
Public
FCO
BUTEX Symposium
Media
July 8, 2011
Northumbria University
The first 60 minutes …
Start DOCUMENTING
• Variety of Incidence Reports- see
example
COMMUNICATE with
students/parents/core team
CONVENE Core Team
Developing a Crisis Management
Plan II
• Form Crisis Team – with redundancies
To decide (all to be included in THE ‘handbook’):
• Determining what the level of crisis is ...
• What to do in the first 60 minutes?
• Student Information
- What do they get? What do WE need?
• Communication: ‘tree’, who communicates with
press, who parents, who students, ...
BUTEX Symposium
• Contingency plans overseas
July 8, 2011
Northumbria University
Communication BEFORE
• Awareness of Crisis Plan
• On Web – restricted access
• Hardcopy
- university,country description
- crisis contingency plan overseas
- student numbers/names/next of kin?
• Student orientation – CARD - Handbook
• Regular ‘training’
Communication DURING
Students
Next of kin
Team/The University
Partners
Press
BUTEX Symposium
July 8, 2011
Northumbria University
Communication POST
• Returned students/academics
• Partners
• Colleagues
• Revise Crisis Plan
• Close case
Back to the beginning …
• Objectives of first hour …
• … local and international
television and print media …
parent calls
• Where … what … Paris …
Resources
•
•
•
•
•
•
Forum on Education Abroad
NAFSA
Interesting development at US universities …
Initial site visit checklist
Information from YOU here
Additional thoughts from us
BUTEX Symposium
July 8, 2011
Northumbria University