Effective Incident Management

How ready are you for your next unplanned business disruption? A flood that forces temporary personnel displacement? A shooter intent on harming your employees, customers or students? A data breach affecting both you and your customers? During a time of crisis, an effective incident management system is critical.

Effective Incident Management: Leadership Behavior to Avoid During a Crisis

Crisis leadership

Some leadership qualities and actions that would be expected and appreciated during normal operating circumstances can and do backfire in a crisis situation. Effective incident management is a delicate dance of knowing when to take control, when to collaborate and when to recognize the strength of others. Listed below are some behaviors a leader might exhibit during a crisis situation that can fail miserably.  For more great tips on what to do and what not to do when leading teams in times of crisis, get our free eBook on The Art...
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Crisis Leadership: Going on the Offense

When a crisis hits a company, the organization will have a better chance to emerge from the crisis with a positive outcome if it has effective crisis leadership and the benefit of the doubt from its stakeholders. If the company has the reputation of being an upstanding corporate citizen, it will be easier to earn trust to resolve the crisis. This allows the company to go on the offense to tell its side of the story. A recent article by Christen Graham from the 2014 Crisis Management Handbook puts forth...
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Simplify Internal Crisis Communications with Effective Incident Management

internal communication EIM

Swift, accurate communication is the most important factor in effective incident management and in successfully overcoming a crisis. While there are many articles detailing the methodology behind external communication, the art of maintaining internal communication in crisis is often overlooked. When a crisis breaks, everyone involved in the response must be contacted quickly, as well as those who need to be made aware of the situation. There are several critical things that must be accomplished, especially in the initial stages of the crisis. This presentation covers a number of principles...
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Risky Business at the Olympics: Incident Management Best Practices

incident management olympics

  The Winter Olympic Games in Sochi begin in just 8 days, and there has been a great deal of news coverage about the risk of terrorism. Risk management has become an essential part of preparing for the Games. The organizing committee has had to plan for a dizzying variety of potential disasters—transportation failures, terrorism, disease, staffing, blackouts, weather threats, diplomatic crises, and much more. Several recent articles examine the role of risk management at the Olympics.  They make for interesting reading, and there are lessons to be learned for...
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8 New Year’s Crisis Management Resolutions

2014 resolutions

  It’s that time of year for New Year’s resolutions. If you deal with organizational crises in any way, or are involved with Business Continuity Management, here are 8 resolutions that will lead to more effective crisis management. They’ll also help protect your organization’s reputation. These resolutions were inspired by a blog post by Helio Fred Garcia of the Logos Institute for Crisis Management and Executive Leadership. 1. Listen to warnings. When employees bring a serious issue to management, they’re sometimes reprimanded. Always be willing to listen. Your employees might...
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Holiday Thanksgiving for Crisis Management

happy holidays

This year has seen more than its share of major disasters, particularly typhoon Haiyan in the Philippines. The typhoon is the strongest-ever storm system to make landfall, and the death toll is estimated to be more than 6,000 people. There are several excellent charities that are helping the typhoon victims. Please consider making a generous donation to help those in need. World Vision | The Red Cross | Doctors Without Borders But there is still much to be thankful for even in the face of disasters and other crises. Typhoon...
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The 12 Biggest Mistakes in Crisis Management

mistakes crisis communication

All organizations are vulnerable to crises, that’s why all organizations require effective crisis management techniques. You can’t serve any population without being subjected to situations involving lawsuits, accusations of impropriety, sudden changes in ownership or management, and other volatile situations on which your stakeholders—and the media that serves them—often focus. The cheapest way to turn experience into future profits is to learn from others’ mistakes. With that in mind, I hope that the following examples of inappropriate crisis management policies, culled from real-life situations, will provide a tongue-in-cheek guide about what...
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Increase Effective Incident Management with Message Templates

  How you communicate with stakeholders could make the difference between swiftly containing an incident through effective incident management and creating a media circus. One way to ensure accuracy of messages is to develop incident management templates in advance. Having template messages can simplify complex concepts and improve communication during chaotic situations. Templates ensure: Accuracy and relevance of messages Reduced human error Quick delivery of messages Delivery to the right people Templates are valuable during any type of incident or crisis, as well as for operations use. They can be used...
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Crisis Management Skill a Must for Top Communicators

crisis management skill

Corporate communicators say crisis management is their single most important prerequisite for success.  And that importance has increased dramatically in the last few years. In a survey of Chief Communications Officers (CCOs) around the world, two thirds identified crisis management experience as the key prerequisite for success. That proportion has doubled since 2007 when only one third said the same. In addition, over 70% reported that their organizations had experienced a crisis threatening their reputation in the past two years. These findings are from the report The Rising CCO IV, produced...
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3 Effective Incident Management Keys to Using Social Media Responsibly

Social Media Responsibility

A crisis in 2013 vaguely resembles a crisis of 15 years ago. Today, social media can be both a curse and a blessing in an emergency. Managers must understand that with the power of real-time comes a huge responsibility to learn how to use the media responsibly. One piece of misinformation posted on social media during a crisis can start a cascade of panic that is almost impossible to stop. View MissionMode effective incident management. Crisis 1.0 Gerald Baron, president of Agincourt Strategies, put together an excellent video synopsis of...
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