Chief executives, managing directors and other senior business leaders are failing to engage fully in crisis preparedness and risk undermining their organisation’s ability to manage crises, according to Steelhenge and Regester Larkin’s latest crisis management survey.
The survey of 170 large companies from 27 countries revealed that big business understands the need to prepare for a crisis, with 86 per cent of respondents owning a crisis management plan, 59 per cent carrying out crisis training and 68 per cent conducting crisis exercises at least annually. It is clear that crisis preparedness is high on the agenda. Continue reading
Posted in Business continuity planning, Crisis Communications, Crisis Management, Crisis Management Exercises, Crisis Management Planning, Crisis Management Training, Cyber Resilience, Organisational Resilience, Thought Leadership
- Tagged business continuity, crisis communications, crisis exercises, crisis leadership, crisis management, crisis management insights survey, crisis management team, crisis planning, crisis response, crisis simulation, crisis tips, resilience, risk
By Dominic Cockram
Cyber attacks will continue to threaten business operations in 2016, with many commentators claiming that this year we could see ‘the big one’.
Organisations are increasingly focused on understanding the impacts a cyber attack could have on their operations and reputation. Many are now using cyber scenarios in their crisis exercises to test and validate their assumptions on how they would respond and reflect on the unique challenges a cyber attack could bring.
The exercises range from fully immersive simulations, that develop and build competence and confidence, by allowing a realistic replication of the pressures, issues and uncertainty, to desktop sessions, that provide leadership teams and broader management the opportunity to familiarise themselves with the nuances of a cyber response such as the awkward language and reporting processes.
Having run a large number of cyber exercises over the last 18 months, I thought it would be useful to share some of the common lessons.
Posted in Crisis Communications, Crisis Leadership, Crisis Management, Cyber Resilience
- Tagged communicating in a cyber crisis, crisis communications, crisis management, crisis response, crisis simulation, crisis tips, cyber crisis, cyber crisis management, cyber resilience, cyber security, strategy
By Dominic Cockram
As a crisis management professional, I have worked with many different crisis teams over the years. What has become apparent is that, in the majority of cases, those conducting the operational response to a crisis (and by that I mean at both the bronze/operational and silver/tactical levels) have little understanding of the strategic drivers, priorities and concerns, and potential challenges of the executive or ‘gold’ level.
This lack of understanding can fail to give those protecting the organisation’s license to operate what they really need to fulfil their role. Resulting in delayed escalation, incorrect assumptions and the transmission of skewed information to the top. Continue reading
Posted in Crisis Leadership, Crisis Lessons, Crisis Management, Crisis Management Exercises, Crisis Management Training, Organisational Resilience, Reputation Management
- Tagged CMT, crisis communications, crisis leadership, crisis management, crisis management team, crisis response, crisis simulation, information management, simulation exercise, situational awareness
By Dominic Cockram
This blog is the second in a series that looks at the challenges of managing information in a crisis and how to ensure the top team gets the information it needs. The first looked at “Managing the Upward Flow of Information in a Crisis – What Matters Most?” Here managing information to build situational awareness is under the spotlight – how to pull together that cohesive and informative picture that gives the boss just what he needs and no more.
It is a fact that almost all crisis teams find information management one of the greatest challenges in responding to an incident. Why does this matter? It matters because effective information management is the bedrock that allows the critical decision-making by the strategic crisis management team that will lead an organisation out of a crisis.
Posted in Crisis Communications, Crisis Leadership, Crisis Lessons, Crisis Management, Crisis Management Exercises, Crisis Management Planning, Crisis Management Training, Organisational Resilience, Reputation Management, Thought Leadership
- Tagged board, CMT, crisis, crisis communications, crisis leadership, crisis management, crisis management team, crisis response, crisis simulation, crisis tips, gold team, information management, situational awareness
By Isobel Nicholas
South Korea’s Asiana Airlines was roundly criticised in the aftermath of its response to the crash of Flight 214 on Sunday 6th July 2013 at San Francisco airport, inflicting severe damage to its reputation. The criticism largely stems from its silence in the hours after the crash and the lack of information made available to support victims of the crash and their families as they struggled to find out what had happened and whether their loved ones were involved.
Here we review what happened and look at what lessons in crisis management planning and crisis communications can be learned. Continue reading
Posted in Case Studies, Crisis Communications, Crisis Lessons, Crisis Management, Crisis Management Exercises, Crisis Management Planning, Reputation Management, Social Media
- Tagged Asiana, communications, crisis, crisis communications, crisis exercises, crisis management, crisis planning, crisis response, crisis simulation, crisis tips, emergency planning, emergency response, incident, reputation, social media, strategy, Twitter
By Nick Morgan
In his new book, a sequel to the hugely successful ‘The Black Swan’ (2007), Nassim Nicholas Taleb frames the concept of ‘antifragile’.
Taleb’s concept is simple and his argument is convincing – some organisations collapse in a crisis, others genuinely benefit from them. The ability to thrive in adversity (but ethically and never at the expense of others) is the hallmark of his ‘antifragile’ concept. His simplest example, and one of the most powerful images in the book, is of fire – a fragile candle will be extinguished by a gentle wind, but an ‘antifragile’ flame will grow in the wind, spread and burn more fiercely.
Posted in Crisis Lessons, Crisis Management, Crisis Management Exercises, Crisis Management Planning, Organisational Resilience
- Tagged antifragile, black swan, crisis management, crisis response, crisis simulation, nassim nicholas taleb, resilience, Taleb
By Claudia van den Heuvel
Strategic level decision makers often assume they will be able to manage a crisis well, purely because they make “difficult and risky decisions” every day. In theory, crisis decision-making should follow the standard decision process of: assess the situation, formulate various options or strategies and implement a choice. Often however, this doesn’t happen. Continue reading
Posted in Crisis Leadership, Crisis Lessons, Crisis Management, Crisis Management Planning, Crisis Management Training
- Tagged CMT, crisis leadership, crisis management team, crisis response, crisis simulation, crisis tips, decision making, emergency response, gold team
By Katie Collison
Sitting observing crisis management exercises can be a frustrating business. In preparation I’ve read the procedures, I know what the team roles and responsibilities should be, understood how the team should operate, and seen the supporting tools and templates that should add structure to the response. What should happen and what often does happen are two very different things. On paper the response should be efficient, structured, proactive. The reality is rather more chaotic, haphazard, and reactive. Continue reading
By Claudia van den Heuvel
Having just returned from the Counter-Terror Expo in Olympia at the end of April, the theme that struck a chord with me repeatedly was, no matter how technologically advanced our surveillance and security systems are, true resilience and crisis preparedness will always lie within the skill-set of the crisis management team.
In a very interesting talk on human factors, Sally Turner and Julia Wilde of “User Perspective” illustrated the effect that human biases can have on the effectiveness of security surveillance. While technological ability is constantly being improved, I wonder if training of non-technical skills for performance under pressure, is given the same priority and developing at a similar pace? Continue reading
By Dr Claudia van den Heuvel
Our perceptions of the likelihood of an event happening are based on how much emotion we feel when thinking about that situation. This is one of the tenets that Daniel Kahneman explores in his book ‘Thinking, Fast and Slow’, which has interesting connotations for risk perception, emergency preparedness and crisis response.
No matter how objective intelligent and rational people like to believe they are, emotion always affects how the human brain processes reality. Understanding the psychology of risk perception can help inform how best to train and exercise crisis management teams and prepare them for the unthinkable. Continue reading
Posted in Business Continuity, Crisis Communications, Crisis Leadership, Crisis Management, Crisis Management Exercises, Crisis Management Training
- Tagged CMT, crisis simulation, Daniel Kahneman, emotional response, engagement, psychology, senior management buy in