Issues Management and Strategic Planning PRL2001 Crisis Management

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Issues Management and Strategic Planning PRL2001
Crisis Management

• Course Examiner - Elizabeth Dougall
• Lecture 10, Week 14
• Semester 2, 2002

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Objectives

• On completing the lectures, tutorials and
  readings for this week you should be able to
• Describe key components of an issues or crisis
  management plan.

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Research tells us . . .

• the extent of the problem
• how it might impact on the organisation and
• how the organisation might respond to the issue.

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Price/Waterhouse Survey996 Qld companies (high
risk)

• 43 of respondents had no crisis communication
  plan
• 38 of organisations who had no plan said this
  was because they had 'never thought about it'.
• Almost 25 of those who had no crisis
  communication plan believed they 'could handle a
  crisis without a plan'.

• 42 of the organisations surveyed rated the
  likelihood of their organisation facing a crisis
  in the next five years as 'likely' to 'highly
  likely' and
• The perceived effects of a crisis on the
  organisation were loss of business, loss of the
  community's trust and goodwill, loss of customer
  loyalty and decrease in profit.

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Issues / Crisis Management Plans

• Problem statement (Research) Research the
  situation
• Purpose statement (Objectives) Define what the
  plan is designed to accomplish. Clear objectives
  needed.
• Stakeholders / Publics Describe the
  stakeholders identify appeals and points of
  interest (strategies / tactics).

• Actions recommended (Strategies / Tactics) The
  planning document should tell how the purpose
  will be accomplished for the audience that has
  been identified.
• Time frame
• Evaluation

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Crisis Management Process

• Be familiar with all operations.
• Gain managerial commitment.
• Review existing plans including
• emergency response plans
• the organisation's media relations plans and
  media protocol
• communication systems - formal and informal
• Identify potential crisis situations.
• Develop crisis management procedures.
• Produce a crisis management manual.

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Crisis Management Process

• Conduct training.
• Test crisis management procedures.
• Keep the manual current.

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A crisis plan might include . . .

• A section outlining the preparation that must
  take place in order for the organisation to be
  ready to deal with a crisis situation.
• an incident management flow chart for the
  organisation
• an outline of roles and responsibilities of the
  crisis management team (CMT)
• contact details for CMT members
• Location of crisis management centre and material
  with which it should be equipped
• Outline of material that must be prepared and
  training that must be completed for the
  organisation to be crisis-ready.

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A crisis plan might include . . .

• A section outlining immediate response to a
  crisis situation, including
• list of questions to help CMT leader record the
  facts of the situation when he or she received
  initial notification
• checklist for identifying a crisis situation
• list of urgent action to be carried out before
  the first CMT meeting
• agenda for first CMT meeting.

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A crisis plan might include . . .

• Crisis communication strategy - divided into the
  categories of crisis developed at the risk
  identification stage of the planning process. For
  each category of crisis, the strategy would list
• sample key messages
• stakeholders
• methods for communicating with stakeholders
• third party endorsements
• opponents
• sample holding statement.

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A crisis plan might include . . .

• After the crisis - strategies for 'closing' a
  crisis situation in the minds of stakeholders
  and
• - actions to be completed after crisis
  situation.
• 5. Samples of all checklists and pro-formas
  included in the manual.

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Housekeeping

• Assignment 2 overview on ORALs
• Exam what to expect
• Event next Thursday at 12 noon Q402 RSVP to me
  today if possible (sign sheet)

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