resilient businesses c miller and j wentworth march 2012
DESCRIPTION
A joint presentation for the Australian Women\'s Chamber of Commerce & Industry (AWCCI) Business Continuity Forum, Darwin, 21 March 2012. Crisis communications is a focus of the presentation.TRANSCRIPT
Resilient Business: Magic or Planning Progress?
Chris Miller B4Crisis
Consultant Business Continuity Manager
Helping build business resilience
Helping build business resilience
Tips for surviving &
thriving during a crisis
12 Oct 2002 Bali bombings
Bali Memorial Parliament House Gardens, Canberra
26 December 2004 Indian Ocean Tsunami
HOW PREPARED ARE You & Your Business FOR THE NEXT….?
Helping build business resilience
BCM is about resources – not the incident
♦Your building/precinct ♦Your computers ♦Your people ♦Your supply chain
Helping build business resilience
During Telstar House fire
Your building?
Inside Telstar House after a fire
Liverpool Sydney Council Chambers fire
Helping build business resilience
Helping build business resilience
Buncefield Fire
Helping build business resilience
M1 Motorway closed
Your business?
Your precinct?
What were the biggest problems for Buncefield businesses?
♦Road access ♦Airconditioning
Helping build business resilience
ICT DRP didn’t fail
Natural disasters - local
Darwin 24 Dec 1974
1897 then +40 years 1937 then +37 years 1974 then + 40 years = 2014?
Darwin’s Chinatown post 1897 Cyclone Source National Library of Australia
Helping build business resilience
Mt Pinatubo, Philippines
Natural disasters - international Helping build business resilience
Natural disasters - international
Helping build business resilience
Power failure
Consider this scenario Due to localised flooding, the power to your business, & its surrounds, is off. It is unclear how long the outage will last. Further flooding is expected.
Helping build business resilience
What are your business’s priorities & critical activities?
How would this affect your business?
Managing a crisis 1 ♦Its about leadership ♦Business as usual v crisis leadership
Helping build business resilience
Managing a crisis 2 ♦Assess & manage staff & personal welfare ♦Conduct immediate assessment of
impacts & requirements ♦Gather as much information as possible ♦Declare a “crisis” – if it is one ♦Confirm roles & responsibilities ♦Reassess your critical activities & priorities ♦Record your actions & decisions ♦Communicate & monitor information
Helping build business resilience
Stress
“Adversity doesn’t build character, it reveals it.” Anonymous
♦Stress can impact our learned behaviour
♦Basic forms of behaviour can replace more complex forms of behaviour
♦ Individuals may relate to each other differently
♦Effective decision-making may collapse
Helping build business resilience
Effective communication 1 ♦ is critical during a crisis ♦demonstrates control & leadership ♦ensures support from internal
& external stakeholders ♦can prevent mixed messages ♦ influences long-term perception ♦makes use of all available channels to receive &
provide information Helping build business resilience
Helping build business resilience
Effective communication 2
Chose & train your spokesperson carefully!
Who do you need to communicate with? How?
Effective communication 3
Communicating to the right people at the right time is vital. Consider your: ♦Audience ♦Message ♦Timing & frequency ♦Format & medium
Helping build business resilience
Crisis communication, reputation management & social media 1
Helping build business resilience
Crisis communication, reputation
management & social media 2
Source: via@alexmoss
Helping build business resilience
Risks
♦Brand / reputation damage ♦Misinformation ♦Less control over information flows ♦Speed of interactions
Helping build business resilience
Opportunities
♦Enables fast communications ♦Keeps stakeholders informed in real-time ♦Enables visibility of misinformation ♦Provides heightened level of
service/effectiveness eg Vic floods, S/Qld floods, Cyclone Yasi
Helping build business resilience
Monitor & Lessons Learnt
After the initial crisis has subsided: ♦Continue to monitor your business’s recovery ♦Importance of Post Incident Review Keep it positive & realistic Seek to make improvements Make changes visible
Helping build business resilience
Thank you. Now to the panel discussion.
Helping build business resilience
Chris Miller 0416 113 250 [email protected]
Q&A/PANEL
Supported by:
Yolanda Vega – AWCCI Julie Viney – Origin
Chris Miller – B4Crisis
Resilient Business: Magic or Planning Progress?
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