MS&L Issues & Crisis

965 views

Published on

Published in: Business, Education
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
965
On SlideShare
0
From Embeds
0
Number of Embeds
29
Actions
Shares
0
Downloads
0
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide
  • MS&L Issues & Crisis

    1. 1. Crisis and Issues Management trust insight execution
    2. 2. The Crisis Crucible: We’ve Been There Denny’s W.R. Grace Sega Mitsubishi Motors Reebok Product Recall
    3. 3. Crisis Defined <ul><li>A crisis is an event, or a series of events that could: </li></ul><ul><ul><ul><li>Cause injury or death </li></ul></ul></ul><ul><ul><ul><li>Do significant harm to the environment </li></ul></ul></ul><ul><ul><ul><li>Profoundly interrupt business operations </li></ul></ul></ul><ul><ul><ul><li>Cause deep damage to the reputation of the company, its brands, or its people </li></ul></ul></ul>Change minds
    4. 4. The Consequences of Crisis <ul><ul><li>Loss of life </li></ul></ul><ul><ul><li>Overwhelms business environment </li></ul></ul><ul><ul><li>Rips away privacy </li></ul></ul><ul><ul><li>Disrupts decision-making </li></ul></ul><ul><ul><li>Isolates management </li></ul></ul><ul><ul><li>Invites regulatory oversight </li></ul></ul><ul><ul><li>Drives down stock value </li></ul></ul><ul><ul><li>Lowers productivity </li></ul></ul><ul><ul><li>Invites media, community, NGO scrutiny </li></ul></ul><ul><ul><li>Begs political attacks and prosecution </li></ul></ul><ul><ul><li>Tarnishes brand/corporate reputation </li></ul></ul><ul><ul><li>Lowers employee morale </li></ul></ul>
    5. 5. Creating an Effective Crisis Strategy <ul><li>Actively brainstorm and monitor potentially challenging issues </li></ul><ul><ul><li>Monitoring helps organizations identify and track issues that have the potential to impact its reputation and/or business operations on a global as well as regional basis. </li></ul></ul>Change minds <ul><li>Combine solid issues management with effective crisis planning to enable organizations to be in better control </li></ul><ul><li>Crisis Management is a discipline to diminish likelihood of crisis; plan for response; move quickly and effectively in crisis situations. </li></ul><ul><li>Strive to manage issues effectively before they turn into crises </li></ul><ul><li>Issues Management positions organizations to respond even more responsibly and effectively to prevent a crisis from developing. </li></ul>
    6. 6. Issues Management: Context Crisis Management – Management discipline to diminish likelihood of crisis; plan for response; move quickly and effectively in crisis situations. Issues Management – Positions organizations to respond even more responsibly and effectively to prevent a crisis from developing. Monitoring – Identify and track issues that have the potential to impact an organization’s reputation and/or business operations on a global as well as regional basis.
    7. 7. Issues Management <ul><li>Components: </li></ul><ul><ul><li>Issues Management Core Team (Communications, Legal, Operations, Human Resources, etc.) </li></ul></ul><ul><ul><li>Issues mapping </li></ul></ul><ul><ul><ul><ul><li>Potential issues identified </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Likelihood crossed against severity </li></ul></ul></ul></ul><ul><ul><li>Scenario planning </li></ul></ul><ul><ul><ul><ul><li>For issues in “most likely, most severe” part of issues map </li></ul></ul></ul></ul><ul><ul><li>Media and Internet monitoring </li></ul></ul><ul><ul><li>Rapid response protocol </li></ul></ul><ul><ul><li>Employee feedback mechanisms </li></ul></ul><ul><ul><li>Issues briefing book </li></ul></ul><ul><ul><li>Key audience outreach </li></ul></ul>
    8. 8. Sample Issues <ul><ul><li>High-Profile Litigation </li></ul></ul><ul><ul><li>Product Recalls </li></ul></ul><ul><ul><li>Attacks on Corporate Reputation </li></ul></ul><ul><ul><li>Labor Organizing – Strikes </li></ul></ul><ul><ul><li>Corporate Campaigns </li></ul></ul><ul><ul><li>Interest Group Targeting </li></ul></ul><ul><ul><li>Adverse Legislation </li></ul></ul><ul><ul><li>Government Investigations/Law Enforcement Actions </li></ul></ul><ul><ul><li>Project Approvals </li></ul></ul><ul><ul><li>Mergers/Acquisitions </li></ul></ul>
    9. 9. Crisis Management: It’s Not Spin <ul><li>Crisis management is an organizational discipline that seeks to successfully resolve crisis situations by: </li></ul><ul><ul><ul><li>Adhering to core values </li></ul></ul></ul><ul><ul><ul><li>Following a prescribed but flexible plan of action </li></ul></ul></ul><ul><ul><ul><li>Utilizing all appropriate resources, including senior management, trained staff and outside support where appropriate </li></ul></ul></ul><ul><ul><ul><li>Placing communications and operational responsiveness on an equal plane </li></ul></ul></ul>
    10. 10. Key Objectives In Any Crisis Situation <ul><li>Protect life, property, and the environment </li></ul><ul><li>Operate safely </li></ul><ul><li>Do nothing that could intensify or spread crisis </li></ul><ul><li>Make decisions quickly </li></ul><ul><li>Position the organization as responsible, trustworthy and caring with key audiences; demonstrate concern </li></ul><ul><li>Be an authoritative, reliable source of accurate information for key audiences and the news media </li></ul><ul><li>Distribute information to internal audiences at the same time it is released to the news media </li></ul><ul><li>Articulate and reinforce core values, as well as the steps being taken to mitigate the situation and prevent a reoccurrence </li></ul>
    11. 11. Crisis Plan <ul><ul><li>Written as a tool for trained responders to rely upon in a crisis </li></ul></ul><ul><ul><li>Incorporates graphics and step-by-step instructions for each crisis situation </li></ul></ul><ul><ul><li>Checklists </li></ul></ul><ul><ul><li>Specific roles and responsibilities </li></ul></ul><ul><ul><li>Contact information </li></ul></ul>
    12. 12. Effective Crisis Planning Should … <ul><li>Diminish the likelihood of crises </li></ul><ul><li>Mitigate existing risks </li></ul><ul><li>Plan for worst case scenarios </li></ul><ul><li>Develop a user-friendly crisis plan </li></ul><ul><li>Train a top notch response team </li></ul><ul><li>Develop exercises to ensure response procedures are top of mind </li></ul><ul><li>Provide opportunities for strategic counsel </li></ul><ul><li>Maximize opportunities in times of crisis </li></ul>

    ×