Preparation is the key to crisis management. Now that we have our "crisis management kit" assembled, we can move on to the next step...
CRISIS RESPONSE
First and foremost - Is this a life threatening situation? The personal safety of your family, your guests, and yourself is the most important consideration. Call 911 or the appropriate emergency services, if necessary. Make sure everyone is in a safe place, and has received emergency treatment if needed.
Now put that pad of paper and pencil (included in our kit) to use...document - document - document. In part one of the series we touched on documenting the; Who, What, When, Where, and How. Continue to document the facts as they happen. You might delegate someone as the official "record keeper" during the crisis. Include a time-line of events.
When developing your crisis management plan - consider staff members who can act as "coordinators" and “record keepers” they should be diplomatic and cool thinking in a crisis situation. Coordinators will be responsible for directing press or media personnel to the designated spokesperson. The "coordinators" should be very familiar with your crisis management plan. Station your "coordinators" in specific areas (entrances and exits to the area) with appropriate instructions. If you don’t have a staff – think of a friend or family member that you might be able to call in to fill one of these positions.
Account for everyone involved, and make a list of everyone present. Let them know that if they are leaving the premises, they should "check-out" with your designated "record-keeper". In the confusion it might be hard to remember who has gone where, if you don't have it written down.
Preserve the scene – there might be some evidence that would be helpful in an investigation. Also, watch for unknown hazards such as gas leaks, downed power lines, etc. Some crisis situations can trigger earlier painful or traumatic memories for people – watch for these “silent suffers” and make sure they are properly cared for.
While these things might seem like “common sense” a crisis situation can drive all logic out the window. A specific written crisis management plan can help to minimize damage to your property, and minimize stress to you in the event of a crisis.
Consider planning for a possible evacuation site, a place of safety (away from your property) in the event of a crisis. Perhaps a church, school, or neighboring B&B or nearby hotel?
Stay tuned…next post “Crisis Headquarters” – September 2009.