Business disruption can come from any direction (COVID-19, we see you!) and Melissa Mack (Director, Witt O'Brien's) knows that companies must prepare for any type of crisis, not every crisis. Learn how your team can remove obstacles before a crisis strikes and respond with internal and external stakeholders at the fore. This session was held on April 6, 2021 and is the second of two sessions led by Melissa Mack. Link to video presentation: https://youtu.be/_KRdu15y25A Presented by BookNet Canada with support from the Department of Canadian Heritage.

1. Come taste the difference
good management can
make in your crisis!
Melissa Mack, MBCI
mmack@wittobriens.com

2. What to Expect
• Last session:
• Understanding crisis & crisis
management
• Examining your organization’s
current capabilities
• Using a Post Incident Review to
debrief following a crisis
• Creating an appetite for
preparedness within your
organization
• Today:
• Understanding elements of a crisis
management program
• Identifying and working with key
partners in a crisis
• Recognizing crisis management
program elements and variables
• Developing a crisis management
program to fit your organization

4. Crisis Management Program Elements
Charter
Team
Process
Plan
• Mission, Purpose, Scope
• Executive Sponsor
• Roles
• Responsibilities
• Notification  Activation
• Response Cycle
• Action-oriented
• Scenario agnostic

5. Program Charter
• Framework, program overview,
etc.
• Lays out the mission, purpose,
and scope of the program
• Defines executive sponsor(s)

8. Crisis Management Team (CMT)
• No one should fill more than one
role
• Primary & alternate for each role
• External partners can be team
members
• All stakeholder groups
represented
Leader
Legal
Comms
HR
IT
Finance
Safety
Sales
Ops
Scribe

9. Process
Assess Activate Respond Review
• How the CMT becomes aware of
a (potential) crisis
• How the CMT responds
• How the CMT sustains a
prolonged response
• How the CMT improves over
time
Brief
• Situation update
• Known facts
Discuss
• (Potential) impacts
• Stakeholder needs
• Priorities & action items
Act
• Execute action
items
• Gather new info

10. Plan
• Action-oriented
• Checklists direct CMT
members to follow response
process
• Scenario agnostic
• Define the process, not the
specific response
• Resources can supplement for
scenarios
• Used in training and response

11. Wrapping Up…
• Handouts to include program elements and details
• Any questions?
mmack@wittobriens.com
@MelissaMackMBCI