The Time of Crisis - Essay Example

Crisis Response Paper What would you do? Why? First, I would thanks Channel 39 reporter, Mary Williams for sharing this crisis information and giving time to us so that we can be prepared for the worst. The anonymous call can be hoax; however, it is better to get prepared for the worst so that at the time of crisis it can be dealt more effectively and efficiently. From the conversation, it is evident that the caller is a female and has a regular access to our laboratory. This can be useful information for tracing the anonymous caller. She may be former or current staff of Universal Refuse Co. or employee (former or current) of our organization. Therefore, it is necessary to check with our surveillance system. We know that a security card is required to have access in Biomed laboratory. In addition, video system is also placed for monitoring that all the activity in side the premises. Universal Refuse Co. is contracted to remove the potentially dangerous discards from the plant location, therefore they have too regular access of Biomed premises. Therefore, we can share this information with Universal Refuse Co. so that they can too help finding the solution and tracking the anonymous caller. The most important thing in any crisis is to eliminate bureaucracy, establish relationships before a crisis with those you will need in the event of a crisis and know who you can count on when needed. Therefore, it is required to inform the CEO Karen Lewis, although she is out for a meeting at San Diego and will not return before Saturday morning. She can co-ordinate from there and can give appropriate instructions that redirect the crisis plan. At the time of crisis, a crisis team, communication officer and plan along with crisis communication center equipped with phones, computer and phone machines is required. In addition, a crisis management firm in case of emergencies is needed. Fortunately Biomed have all of this. Moreover, good relationship with press is also required at this time. As we know that the Vice President of Operations and Development has a scientific and medical background and manages the work of Biomed chemists, physicists, engineers and biologists and is articulate in explaining the work done at Biomed. Therefore, he should be placed along with communication officer for giving answers of all the queries that comes. At the time of crisis, it is important to form partnerships, listen to public concerns and be open and honest. Anonymous caller has given threat of placing the AIDS virus samples in food in buffet lines and in bottled water as examples of techniques. This news if aired can cause potential panic. Therefore, it is important to make awareness among public before it happened. Here, it is important to take care (value) of public (mass) concerns first not money. Therefore, before this news aired/break it is important to inform public about its impact and precautions. Biomed itself gives this news to public so that they will be more prepared and trust Biomed for longer run. Therefore, it is time to call the entire concerned department and people from the Biomed first. CEO Karen Lewis, crisis communication center, communication officer and the Vice President of Operations and Development should be informed for this crisis so that they all can be getting prepared. In addition, as I have established a productive relationship with members of the press they will be informed after the crisis impact, solutions and precautions in-between is developed by our crisis team. Since Channel 39 reporter , Mary Williams have given this crisis news and agreed to not air before 5:30 PM on Wednesday, unless other stations breaks the story first, therefore , it is required here to give her preference in giving all types of news that will be given for the concerns of public . Here the best thing that can be done is to let people aware of this crisis and impact of it so that they can get prepared for it and it is needed to inform federal body (local police) so that they can to trace and capture the anonymous caller. All the preparation by crisis team and all other people who will co-ordinate should be done in night and precautions, impact, public awareness should be made so that it can be aired in morning. Some of the important point that should be taken care at the time of crisis is: Be ready all the times and update contact list, have expansive and extensive scenario-based preparation responses and pre-authorize major decisions Communicate with and enlist the support of employees. Inform those indirectly affected, associates, allies, partners, distributors, agencies that require information Reduce media coverage and public interest from the start Involve management meaningfully in the process of crisis planning, management, response and recovery React quickly in terms of dealing with media and public Do not blame anyone or each-other. Make response team who only speaks about the crisis Let all the people what you are going to do solve the crisis Publish advertisements in local, regional language in press and air advertisements on TV so that people know what exactly is problem and what is solution Cancel any commercials and make a toll free telephone hotline to answer questions Always shows concerns and apology, take responsibility for everyone harmed by the crisis Some of the important point, which intensifies crisis and that, should be avoided at the time of crisis are: Bureaucracy and poor communication Blaming each-other and distancing of aggravated stakeholders and their needs No having message for communication No awareness or planning for crisis and engineering of people consent rather than listening to needs Stonewalling, i.e. “No Comment” is never an option Most important thing is that BE OPEN AND HONEST all the time. 2) What things about the company and its products (that you would probably know if you actually held this job) would you need to know? I am working as an administrative assistant to the CEO of Biomed Laboratories of Carlsbad, CA. One of my assignments is being in charge of crisis management. For fulfilling this requirement, I have had training in public relations and in crisis communications. Now, my tenure to the Biomed is six years after receiving my MBA degree. The first thing I should know about the company is the about their product (product, research, patents, etc), their strength (total number of employees, high skilled employees such as chemists, physicists, engineers, and biologists) and the company hierarchy. Since Biomed is active in areas such as gene splitting, immune systems strengthening, and artificial creation of enzymes and holds 16 patents, including two lucrative ones in the area of pain reduction for AIDS patients. Therefore, I should know about details of all types of products that are produced at Biomed, how it is produced at Biomed laboratories, how it is supplied and their ill effects. For producing these types of products laboratory (/research & development) activities is essential, therefore there will be lots of potentially dangerous discards from the plant location that need to be removed and destructed safely. Therefore, I should know about the time and method (Universal Refuse Co.) that is in place for removing and destructing these potentially dangerous discards from the plant location. As I am in charge of crisis management, therefore I have to established productive relationships with members of the press, and know about everything about crisis management activity that is in place at Biomed. This includes: Biomed crisis communications center for emergencies and its medium of communications for crisis such as phones, computers and fax machines. Biomed crisis team and plan Knowledge about top management priority to crisis management Detail about crisis management firm on retainer in case of emergencies Knowledge of Biomed communications officer on staff and a public relations program in place and people who knows each and very details at Biomed such as the Vice President of Operations and Development . Knowledge of surveillance system placed at Biomed premises . Read More