Before the events of September 11, 2001, who could have envisioned the grounding of all aircraft in the North American skies? In an area that has become a target of a chemical or biological threat, will a corporation have access to key players in the region? Could an unexpected SARS (Severe Acute Respiratory Syndrome) outbreak result in a lengthy quarantine of a commercial aircraft? In today’s global business environment, it is not difficult to imagine a situation where leaders could be rendered unavailable to run their companies.
Our experience has shown that preparation is the key to successfully managing any crisis. The long-term reputation and prospects of an organization may depend on it. Agencies should establish a baseline for confidence in its own ability to successfully manage potential scenarios that may arise from weather, terrorism, shootings, natural hazards, or other crises. Crisis management best practices call for the creation of realistic crisis scenarios, simulations and exercises, and the evaluation of existing and enhanced crisis management capabilities against a variety of scenarios.
Nicoletti-Flater teaches these four essential steps to develop an integrated and comprehensive crisis management process:
Prevention
This step addresses risk and vulnerability analysis, agency impact analysis, and defense strategy. Assessments are also completed on the subjects of capabilities and organizational culture.
Preparation
Includes the development of crisis strategies and exercise and drill preparation. Continuity planning, humanitarian services and computer security planning are specifically reviewed.
Response
Execution plans accepted by top leaders and management ensure an integrated and comprehensive response. Crisis communications, business continuity, and the management of human impacts are also considered.
Recovery
This portion addresses agency recovery, financial recovery, and human impact recovery. Reviews include claims recovery, insurance recovery (claims accounting and preparation), and crisis counseling.
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