Pre-crisis support with HPS involves seeking to reduce known risks that could lead to a crisis. This should also be part of the risk management program. HPS will review the existing crisis management plan, review and test the crisis management team’s skills, and conduct exercises to test the crisis management plan. HPS wishes to ensure the crisis management plan is updated at least annually, have a skilled crisis management team that is crisis-ready, and pre-draft some crisis messages. This planning and preparation allow the crisis team to react faster and to make more effective decisions.
Review Of The Crisis Management Plan
A crisis management plan (CMP) is a reference tool, not a blueprint. A CMP provides lists of key contact information, reminders of what typically should be done in a crisis, and forms to be used to document the crisis response. A crisis management review includes an analysis of the company’s knowledge of legal requirements and their preparedness to analyse potential violations and make decisions on what to do about it. Includes regulatory requirements and common law requirements.
Any documented procedures will be reviewed against ISO22301:2012 Societal security – Business continuity management systems. A desk review will identify compliance with the Standard, and any gaps or risks not managed through the documentation. A report will be generated highlighting review and the compliance to the Standard.
A CMP is not a step-by-step guide on how to manage a crisis. HPS will review the following criteria:
- Crisis Team Composition;
- Clear functions and authorities;
- Pre-assigned tasks;
- Decision-making methods;
- Performance measurements;
- Pre-collected information; and
- Available reference materials and resources.
A key component of crisis team training is spokesperson training. Organizational members must be prepared to talk to the news media during a crisis. HPS will work with communications personnel to create media training. The Crisis Media Training Best Practices have been referenced and would include:
- Avoiding the phrase “no comment” because people think it means the organization is guilty and trying to hide something;
- Presenting information clearly by avoiding jargon or technical terms;
- Appearing pleasant on camera by avoiding nervous habits that people interpret as deception; and
- Briefing all potential spokespersons on the latest crisis information and the key message points the organization is trying to convey to stakeholders.
HPS will assist you to pre-draft messages that will be used during a crisis. Templates include statements by top management, news releases. Public relations personnel can help to draft these messages. The legal department can then pre-approve the use of the messages. Time is saved during a crisis as specific information is simply inserted and messages sent and/or made available on a web site. Communication Channels
HPS will work with key personnel to determine the needs for any separate web sites for crisis or designate a section of its current web site for the crisis.