What is crisis?
- In general?
- For an organisation?
- For government or bureaucracy?
- For a private company?
- In healthcare?
- In drug safety?
Topics
- The nature of crisis --- Crisis management model
- Planning --- Risk assessment, Risk management
- Crisis Communications
- Risk Communications
Key features of a Crisis
- Low probability
- High impact
- Uncerain / ambiguous causes and effects
- Differential perceptions
High level threats
- Safety
- Health
- Environment
- National security
Specific threats to organisation:
- Operational viability
- Reputation
- Credibility
- Financial stability
- Legal action
Consequential effects:
- Uncertainty / ambiguity
- Urgency of response
- Strategic effects of decisions
Common features of a crisis;
- The situation materialises unexpectedly
- Decisions are required urgently
- Time is short
- Specific threats are indentified
- Urgnet demands for information are received
- There is sense of loss of control
- Pressures build over time
- Poutine business become increasingly difficult
- Demands are made to identify someone to blame
- Outsiders take an unaccustomed interest
- Reputation suffers
- Communications are increacingly difficult to manage
Purpose of vrisis management
- Prevention
- Survival
- Successful outcomes
Successful outcomes
- Positive balance of success / failure
Three criteria of success
- Has organisational capacity been restored?
- Have losses been minimised?
- Have lessons been learned?
Perceived crisis
- As seen by all individuals from particular viewpoints
Intrinsic crisis
- Total situation as seen by neutral observer with all the facts
Immature crisis response
Instant and irrational (Denial / shock / panic)
Mature crisis management
- Grasp of intrinsic crisis
- Implementation of plans and procedures
- Technical intelligence
- Emotinal intelligence
Review and feedback
- Assessing success and failure
- Feeding learning into future planning
Management objective:
- Ad hoc emergency reaction?
OR
- Building management capacity to handle unforeseen events?
