theworstcase.com Crisis Management - new challenges - and tools Tony MURDOCH Raj RANA www.theworstcase.com

Illustrate crisis management challenges in the New Media age How simulation can create creating learning environments highlight strengths and weaknesses in your own procedures Talk about theworstcase.com Aim

Illustrate crisis management challenges in the New Media age

How simulation can create creating learning environments highlight strengths and weaknesses in your own procedures

Talk about theworstcase.com

"It takes 20 years to build a reputation and 5 minutes to ruin it." (Warren Buffet) "If it's not important to senior management, it will not be important to middle management or line management at all." (Denny Lynch, Senior VP Communications, Wendy's) "90 percent of a crisis response is communications." (Barbara Reynolds, CDC, USA) Crisis Management

What are the challenges? Information overload Staff not equipped Senior management not interested Inward looking- outside, ‘untrustworthy’ New media and ICT seen as security threatsParallel communications - needs driven Learning is based on individuals, not organizations Developing consistent and replicable responses

Information overload

Staff not equipped

Senior management not interested

Inward looking- outside, ‘untrustworthy’

New media and ICT seen as security threatsParallel communications - needs driven

Learning is based on individuals, not organizations

Developing consistent and replicable responses

Very real fear of legal action Managing daily business and crisis in parallel A dangerous fascination with technology ‘ Old recipes for a New World’ - Web 2.0?? What complicates it further?

Very real fear of legal action

Managing daily business and crisis in parallel

A dangerous fascination with technology

‘ Old recipes for a New World’ - Web 2.0??

London Bombings 07 July 2005 Within 24 hours BBC had received 1000 stills and videos, 3000 texts and 20000 emails A few illustrations

London Bombings

07 July 2005

Within 24 hours BBC had received 1000 stills and videos, 3000 texts and 20000 emails

Mumbai bomb blasts

The Ranger Station Fire

Reputation

Some figures Every minute 15 hrs of video is uploaded to YouTubeTwitter use grew 1382% in the last year FaceBook boasts 175 million users4.1 billion mobile phones worldwide 50 million iPhone users

Every minute 15 hrs of video is uploaded to YouTubeTwitter use grew 1382% in the last year

FaceBook boasts 175 million users4.1 billion mobile phones worldwide

50 million iPhone users

Helping you to look around corners Simulation is a means to engender experience Create a neutral learning environment- no right or wrong Not process-oriented Plenary sessions are a ‘break from the action’ Why Simulation?

Helping you to look around corners

Simulation is a means to engender experience

Create a neutral learning environment- no right or wrong

Not process-oriented

Plenary sessions are a ‘break from the action’

Development of a realistic scenario Role players working in real-time from their respective locations, time zones, languages Use of simple web-based tools that can support clients in crisis management How does it work?

Development of a realistic scenario

Role players working in real-time from their respective locations, time zones, languages

Use of simple web-based tools that can support clients in crisis management

How does it work?

How does it work?

Record your thinking, decisions and the rationale behind your decision(s) Plenary sessions to present and question your peers How does it work?

Record your thinking, decisions and the rationale behind your decision(s)

Plenary sessions to present and question your peers

Identifying and addressing vulnerabilities Linking tactical incidents that take on strategic importance Exposing managers to the ‘porpoise effect’ Participants are always faced with at least two pieces of contradictory information How does one design it?5 Tips

Identifying and addressing vulnerabilities

Linking tactical incidents that take on strategic importance

Exposing managers to the ‘porpoise effect’

Participants are always faced with at least two pieces of contradictory information

Helping you to look around corners A recently formed initiative to provide companies and organizations with a platform of innovative opportunities in emergency response preparedness training and “ready for the unexpected” status evaluation. theworstcase.com

Helping you to look around corners

A recently formed initiative to provide companies and organizations with a platform of innovative opportunities in emergency response preparedness training and “ready for the unexpected” status evaluation.

Public/Private sector experience Corporate clients, international organizations, armed forces Actors operating globally in politically charged, hostile environments Clients that function in complex networks, with diverse stakeholders theworstcase.com

Public/Private sector experience

Corporate clients, international organizations, armed forces

Actors operating globally in politically charged, hostile environments

Clients that function in complex networks, with diverse stakeholders

Services Risk audit and profile analysis Emergency response decision-making Developing crisis management protocols and contingency plans Critical incident management Simulation training to test preparedness theworstcase.com

Services

Risk audit and profile analysis

Emergency response decision-making

Developing crisis management protocols and contingency plans

Critical incident management

Simulation training to test preparedness

Quick alert tests of your response system (3 hrs) to verify communications, call-up, initial response, staffing, etc. Management workshop to bring all stakeholders together to review procedures and participate in a desk top drill Full-scale simulation exercise drawn from your risk profile and testing all levels and responsibilities. What can we offer?

Quick alert tests of your response system (3 hrs) to verify communications, call-up, initial response, staffing, etc.

Management workshop to bring all stakeholders together to review procedures and participate in a desk top drill

Full-scale simulation exercise drawn from your risk profile and testing all levels and responsibilities.

Questions? www.theworstcase.com