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1、CrisisManagementApresentationbyBruceHugmanConsultanttotheUppsalaMonitoringCentrePretoria,September2004Whatisacrisis?Ingeneral?Foranorganisation?Forgovernmentorbureaucracy?Foraprivatecompany?Inhealthcare?Indrugsafety?TopicsThenatureofcrisisCrisismanagemen
2、tmodelPlanningRiskassessmentRiskmanagementCrisiscommunicationsRiskCommunicationsKeyfeaturesofaCrisisLowprobabilityHighimpactUncertain/ambiguouscausesandeffectsDifferentialperceptionsHighlevelthreats:SafetyHealthEnvironmentNationalsecuritySpecificthreatst
3、oorganisation:OperationalviabilityReputationCredibilityFinancialstabilityLegalactionConsequentialeffects:Uncertainty/ambiguityUrgencyofresponseStrategiceffectsofdecisionsCommonfeaturesofacrisis:ThesituationmaterialisesunexpectedlyDecisionsarerequiredurge
4、ntlyTimeisshortSpecificthreatsareidentifiedUrgentdemandsforinformationarereceivedThereissenseoflossofcontrolPressuresbuildovertimeRoutinebusinessbecomeincreasinglydifficultDemandsaremadetoidentifysomeonetoblameOutsiderstakeanunaccustomedinterestReputatio
5、nsuffersCommunicationsareincreasinglydifficulttomanagePurposeofcrisismanagement:PreventionSurvivalSuccessfuloutcomesSuccessfuloutcomes:Positivebalanceofsuccess/failure-Perpetratorwasneveridentified-Futureattemptscannotthereforebeprecluded-Swiftreactionsr
6、einforcedCompanyreputationforintegrity-Stakeholdersreportedhighdegreeoftrust-ProductdidnotsufferinlongtermTYLENOLTAMPERING-Longtermcostsweretransferredtopublic-Delaysinimplementingclean-upleadingtolossofwildlife.-ImagemanagementfailedtofullyrecovertheCom
7、pany’sreputationinwidercommunity-Financiallosseswerebearable-Costsrelatingtoclean-upwerelessthanpre-emptivecosts-ImagemanagementrecoveredtheCompany’sreputationinbusinesscommunityEXXONVALDEZFailureoutcomesSuccessoutcomesIncidentThreecriteriaofsuccess:Haso
8、rganisationalcapacitybeenrestored?Havelossesbeenminimised?Havelessonsbeenlearned?CrisisManagementModelAntecedentconditionsIntrinsiccrisisPerceivedcrisisImmaturecrisisresponseMaturecrisismanagementReviewandFeedbackExistingc
