Effective Incident Management

Hajj Stampede: Serious Disaster Prevention Failure

Hajj Stampede | MissionMode

Tragically, 700 pilgrims were trampled to death this week during the Hajj, an annual Islamic journey to Mecca which Muslims are urged to carry out at least once in their lifetime. The Hajj is one of the five pillars of Islam and is considered the largest annual gathering of people in the world. The event has frequently resulted in loss of life due to poor disaster prevention planning and public safety measures. A History of Violence During the month of the Hajj, Mecca, a city of 1.3 million, must accommodate...
Read More

Strong 2015 El Niño Predicted for Fall: Be Prepared

Strong 2015 El Nino Predicted - Mission Mode

One of the most unnerving elements in business is predicting what to anticipate for your company in the future. Most businesses worry about economic problems, but what about possible weather disasters? According to The Washington Post, the United States could be in for a strong El Niño in the fall. An El Niño can impact the world’s climate, but it starts with rising temperatures in the Pacific Ocean that lead to temporary changes in the atmosphere. The computer models predict that it could be even larger than the record-holding El...
Read More

Lessons Learned from Blue Bell’s Ice Cream Recall

download (5)

The moment news broke about the recent listeria outbreak that caused Blue Bell to voluntarily recall all of its products from store shelves, the public’s natural need was for information about the situation—who was in charge, what was being done and the severity of the threat. The company’s comprehensive and proactive action in the face of the biggest crisis of its 108-year history is a model for how to manage crisis communications. Let’s take a look at some of the crisis communication tactics practiced by Blue Bell to find ways...
Read More

Reputation Management Crisis Lessons from Secret Service


Imagine being U.S. Secret Service Director Joseph Clancy. It’s only been a little over a month since he was appointed permanently to the top position at the Secret Service on February 18, and he’s facing yet another scandal the likes of which caused his predecessor, Julia Pierson, to resign under pressure last fall. When news agencies blast headlines such as CNN’s “Gate-crashing agents make 4 Secret Service scandals in 3 years,” you know you have a reputation management crisis that requires immediate attention. Lawmakers Scrutinize the Secret Service Following Recent...
Read More

Managing Your Company’s Reputation on Social Media

Managing Your Company's Reputation on Social Media - MissionMode

Social media is increasingly becoming a go-to channel for customer service, but there is a serious disconnect between consumer expectations and company norms for responsiveness and issue resolution via social channels. Social media channels are often run by marketing or communications departments in large organizations, which can mean they do not receive the same type of customer service scrutiny as call centers or email-based customer inquiries.  There is a strong argument that social media should be a dedicated team shared between Marketing and Operations in order to maximize effective responses...
Read More

Minimize Economic Damage when the Next Storm Strikes

Minimize Economic Damage

The numbers are staggering. Four major winter storms. Eight feet of snow. An economic loss that will likely reach billions when all is said and done. Residents of Massachusetts can’t wait for this winter to be over, but it has also been an especially challenging season for business continuity management experts. Forecasts for Dramatic Economic Damage “This winter weather has been economically devastating,” said Massachusetts State Auditor Suzanne Bump, who also served as secretary of Labor and Workforce Development, indicating the impact of this winter will be felt long after the...
Read More

Twitter Hack on CENTCOM: Annoying Prank or Serious Security Threat?

internet security

Although the IT incident management team and other officials at CENTCOM, the U.S. military’s Central Command that oversees U.S. military operations in Central Asia and the Middle East including Iraq, Syria and Afghanistan, is steadfast in their position that a recent attack on their Twitter and YouTube accounts were “cybervandalism”—an annoying prank—rather than “cyberterrorism”—a serious security threat—questions still remain regarding how vulnerable our government is to cyberattack. CyberCaliphate’s Prank If you followed CENTCOM’s Twitter account on January 12, you would have seen CyberCaliphate’s shenanigans that included: Switching the title of...
Read More

Update your Disaster Recovery Systems: 2014 Data Security Lessons

Retail Identity Theft - Disaster Recovery Systems - MissionMode

It’s not been the sort of record-breaking year any business wants to have. Nevertheless, as 2014 comes to a close, many disaster recovery and incident management professionals have begun to refer to it as “the year of the breach” thanks to the increasing number and costs of high-profile data breaches. Now is a great time to consider updating your disaster recovery systems. Costs Escalate for Data Breaches In the retail segment, costs associated with breaches more than doubled since last year according to a recent Ponemon Institute study. Retailers weren’t...
Read More

Incident Management Systems and Emergency Plans Helped Buffalo Hospitals Endure the Snowstorm

Snowstorm - Cars rendered immobile - incident management systems

In November 2014, Buffalo, New York residents were pummeled with nearly 8 feet of snow in just three days, the amount they typically get in an entire year. For some, it meant several days off of school and work, but for emergency and healthcare personnel, it was a chance to put their incident management systems and plans to work. Early Warnings Allowed for Some Preparation Hearty Buffalonians know what it takes to weather a storm, but the lake-effect snowbands made the November storm prolific. Luckily, early predictions alerted residents to...
Read More

Gartner Hype Cycle Report: Crisis and Incident Management Software

incident management - mobile app - MissionMode

When the world’s business leaders seek out information technology insight, they turn to the research and recommendations of the leading technology analyst, Gartner. Gartner analyzes and interprets topics of interest for IT, business and government agency leaders. Recently, Gartner explored crisis and incident management software in a Business Continuity Management and IT Disaster Recovery Management Gartner Hype Cycle. They observed that while these tools are still in the mid-stage of adoption (approximately 20% of businesses using incident management software) they can be highly useful across a wide number of industries....
Read More