Blog: Crisis Management

Crises can be divided into three categories:

1. Creeping Crises – foreshadowed by a series of events that decision makers don’t view as part of a pattern.

2. Slow-Burn Crises – some advance warning, before the situation has caused any actual damage.

3. Sudden Crises – damage has already occurred and will get worse the longer it takes to respond.

It is not uncommon for what seems to be a sudden crisis to have actually, first, been a creeping crisis that was not detected. Appropriate measures, early in the process, can often prevent or, at least, minimize the damage from slow-burn and sudden crises.

Below are some examples from the healthcare industry. From this, readers in other industries should be able to develop comparable lists.

1. Creeping Crises

• Lack of a rumor-control system, resulting in damaging rumors.
• Inadequate preparation for partial or complete business interruption.
• Inadequate steps to protect life and property in the event of emergencies.
• Inadequate two-way communication with all audiences, internal and external.

2. Slow-Burn Crises

• Internet activism
• Most lawsuits.
• Most discrimination complaints.
• Company reputation
• Lack of regulatory compliance – safety, immigration, environment, hiring, permits, etc.
• Major operational decisions that may distress any important audience, internal or external.
• Local/state/national governmental actions that negatively impact operations.
• Official/governmental investigations involving your healthcare organization and/or any of its employees.
• Labor unrest.
• Sudden management changes – voluntary or involuntary.
• Marketing misrepresentation.

3. Sudden Crises

• Patient death – Your healthcare organization perceived to be liable in some way.
• Patient condition worsened – Your healthcare organization perceived to be liable in some way.
• Serious on-site accident.
• Insane/dangerous behavior by anyone at a location controlled by your healthcare organization.
• Criminal activity at a company site and/or committed by company employees.
• Lawsuits with no advance notice or clue whatsoever.
• Natural disasters.
• Loss of workplace/business interruption (for any reason).
• Fires.
• Perceptions of significant impropriety that damage reputation and/or result in legal liability, e.g., publicized involvement of company employee in a group or activity perceived to be a threat to the U.S. government or society; inappropriate comments by a “loose cannon;” business activities not officially authorized by management.

Typically, reviewing a list like this triggers thoughts of other situations that need to be addressed during the crisis planning process.

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For more resources, see the Free Management Library topic: Crisis Management
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