| You always need a crisis management plan in | | | | questions by the media or the public should be |
| place and ready to go. No business ever wants to | | | | very concise and succinct. Do not provide any |
| face 'situations causing a significant business | | | | information other than what is agreed upon by |
| disruption which stimulates extensive media | | | | your crisis team - your CEO and Deputy CEO. |
| coverage' - this is a crisis. | | | | Present a statement to the media as quickly as |
| The public scrutiny that is a result from this media | | | | possible, within the first hour after the crisis has |
| coverage is often detrimental to the normal | | | | been discovered or announced. This is vital as the |
| operations of the company, and can also have a | | | | media will compile their own information on the |
| negative long term financial, legal and public impact. | | | | crisis, and this will most likely be damaging to the |
| Substantial damage can happen to a business, | | | | company. |
| especially when the crisis is not handled properly in | | | | Immediately hire a specialist PR crisis |
| the perception of the media and the public. Crisis | | | | management consultant with corporate image |
| management deals with giving the right crisis | | | | expertise. In a crisis you need expertise in |
| response, accurately, quickly and decisively. | | | | managing the situation and hiring professionals will |
| The example below can also be used in regard to | | | | ensure the best quality outcomes. |
| Drugs, Needles, and Personal or Business | | | | Always tell the truth about the crisis event. Lying |
| Information. | | | | or trying to manipulate information will seriously |
| Example: A security company lost a handgun that | | | | backfire - the media usually find out sooner or |
| had a full magazine. Apparently it fell from a | | | | later. Speaking accurately and truthfully is the only |
| security truck and was lost in the street. Neither | | | | way to relate the facts. Do not give any additional |
| the public or media ever found out because the | | | | comment or opinion that could be misconstrued |
| crisis management plan went straight into action, | | | | by the media and wind up as an embarrassing |
| the area was searched and thankfully, the | | | | headline or make you legally liable. |
| weapon was found before anyone noticed. So, | | | | When deciding upon actions, consider not only the |
| very swift and accurate measures saved this | | | | short-term losses, but also consider the long term |
| company. | | | | effects. The options should be scrutinised and |
| Following this act of shocking carelessness, the | | | | voted on within the crisis group. The longer term |
| security company revamped all weapons handling | | | | effects of the crisis will be much greater. |
| procedures and those involved with the loss of | | | | Managers at all levels of the organization are |
| the handgun were severely disciplined. Lessons | | | | employed and trained to manage crises and often |
| learned. | | | | do so everyday. Their skills are put to use when |
| Security personnel and/or guards on site need to | | | | they have to manage significant crises that have |
| be briefed on step by step procedures | | | | the potential to disrupt the organization's value, |
| throughout any crisis. It is usually the front | | | | public perception, integrity, income sources, |
| manager or security personnel who are on the | | | | operating expenses, stock price, competitive |
| frontline and assisting with any incidents and as | | | | position and ongoing business. Crisis management |
| such they will be targeted by reporters and other | | | | is most effective when potential issues are |
| persons seeking information. | | | | detected and dealt with quickly; before they have |
| Tips on Crisis Management | | | | a detrimental impact on the organization. In this |
| Prepare contingency plans in the event of a crisis. | | | | case, the crisis is extinguished well before it would |
| Crisis management team and members can be | | | | ever come to the attention of stakeholders, the |
| formed at very short notice - team members | | | | public or the news media. Containment and action |
| should be key managers and have the experience | | | | needs to be fast and accurate. |
| and aptitude to deal with emergency situations. | | | | When a crisis cannot be avoided and will impact |
| Preparation is the key to crisis management as it | | | | badly the company and all associated with the |
| is all about planning in detail for any event that | | | | company, a specific business continuity plan is |
| may occur. | | | | helpful to minimize the disruption and damage. |
| Be immediate and clear. Make an internal | | | | These plans can be made by simply identifying of |
| announcement that the only persons authorised | | | | all procedures and processes which are critical to |
| to give public statements are the crisis team | | | | the business. |
| members. Statements given in answers to | | | | |