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Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com
with questions.
Effective crisis management programs require:
• Executive buy-in and support
• Cultural and organizational fit
• Awareness and education
Recommendations to begin building these aspects are to start asking questions, and to conduct a post-
incident review of your organization’s response to the Covid-19 pandemic.
Step 1: Start Asking Questions
Guidance Before You Start Asking Questions:
• Keep in mind:
o Choose your audience wisely
o Informal / conversational is a good place to start
o People may become uncomfortable quickly
o Sometimes asking the question can be enough to spur action
o Previous experiences will inform responses
• Don’t:
o Ask all these questions
o Ask the same person
o Ask only one person
o Forget about nonverbal cues
Questions to Ask:
• What crises has our organization (or industry) experienced?
• Do we have an existing crisis management plan or program?
• Do we have an existing business continuity plan or program?
• Who might be our partners in responding to a crisis?
• Who might be impacted by our crisis?
• How does our organizational culture shape our ability to prepare for and respond to crises?
o Information sharing
o Awareness among employees and suppliers
o Notification of potential incidents
• How was our response to the Covid-19 pandemic?
o Were we able to shift to working from home seamlessly?
o Have our internal communication methods/channels changed?
o Have we faced any supply chain issues?
o How has our organization changed as a result of the pandemic?
o What lessons have we learned from living and working through the pandemic?
• Was our communication during and about the pandemic effective?
o Were employees updated regularly on the organization’s priorities and actions?
o Was leadership aware of employee concerns?
o How is employee morale?
o How effectively did we communicate externally?
Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com
with questions.
Step 2: Post-Incident Review
A post-incident review:
• Is conversational but structured review of an incident that has just occurred. It is facilitated and
open-ended.
• Allows responding team to debrief
• Identifies lessons learned, which can be useful for improvement, for training in the future, and
for reducing liability
• Collections action items and parking lot items
o Action Items: concrete solutions to problems that are identified during a response or
during the post-incident review. They are action oriented, assigned to a specific person
or team, and assigned a due date/time.
o Parking Lot Items: larger issues that require further collaboration in order to develop a
solution to problems identified during a response or a post-incident review. They are
documented issues, with specific people or teams assigned to collaborate in the future
to develop a solution.
• Questions to ask during a post-incident review:
o What went well?
o What can we do to improve?
• Consider:
o Who will be participating?
o Who is facilitating?
o Where might bias influence responses?
o Timing after the incident
o Duration/timing of the session

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Come taste the difference good management can make in your crisis! handout

  • 1. Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com with questions. Effective crisis management programs require: • Executive buy-in and support • Cultural and organizational fit • Awareness and education Recommendations to begin building these aspects are to start asking questions, and to conduct a post- incident review of your organization’s response to the Covid-19 pandemic. Step 1: Start Asking Questions Guidance Before You Start Asking Questions: • Keep in mind: o Choose your audience wisely o Informal / conversational is a good place to start o People may become uncomfortable quickly o Sometimes asking the question can be enough to spur action o Previous experiences will inform responses • Don’t: o Ask all these questions o Ask the same person o Ask only one person o Forget about nonverbal cues Questions to Ask: • What crises has our organization (or industry) experienced? • Do we have an existing crisis management plan or program? • Do we have an existing business continuity plan or program? • Who might be our partners in responding to a crisis? • Who might be impacted by our crisis? • How does our organizational culture shape our ability to prepare for and respond to crises? o Information sharing o Awareness among employees and suppliers o Notification of potential incidents • How was our response to the Covid-19 pandemic? o Were we able to shift to working from home seamlessly? o Have our internal communication methods/channels changed? o Have we faced any supply chain issues? o How has our organization changed as a result of the pandemic? o What lessons have we learned from living and working through the pandemic? • Was our communication during and about the pandemic effective? o Were employees updated regularly on the organization’s priorities and actions? o Was leadership aware of employee concerns? o How is employee morale? o How effectively did we communicate externally?
  • 2. Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com with questions. Step 2: Post-Incident Review A post-incident review: • Is conversational but structured review of an incident that has just occurred. It is facilitated and open-ended. • Allows responding team to debrief • Identifies lessons learned, which can be useful for improvement, for training in the future, and for reducing liability • Collections action items and parking lot items o Action Items: concrete solutions to problems that are identified during a response or during the post-incident review. They are action oriented, assigned to a specific person or team, and assigned a due date/time. o Parking Lot Items: larger issues that require further collaboration in order to develop a solution to problems identified during a response or a post-incident review. They are documented issues, with specific people or teams assigned to collaborate in the future to develop a solution. • Questions to ask during a post-incident review: o What went well? o What can we do to improve? • Consider: o Who will be participating? o Who is facilitating? o Where might bias influence responses? o Timing after the incident o Duration/timing of the session