20th BCI Belgium forum meeting

Welcome to the 20th BCI BE Forum

BCI Good Practice Guidelines 2013 1

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BCI BE Forum

Committee

Chris De Blende

Werner Verlinden

Maarten Smulders

Omar Elassooudi

LudoJappens

Luc Albrecht

You?

Agenda

Introduction

Welcome speechPeter Sterck, KBC

Workshop: “Crisis Management ” BCI BE Forum Committee

The Business Continuity Institute: challenges, aim and goalDavid Thorp, Executive Director at The Business Continuity Institute

Networking Part (ssstt….drink incl.)All

21:30 Closure

3BCI BE FORUM 8 DECEMBER 2016

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Agenda

Introduction





21:30 Closure


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Crisis Management workshop (18:45 )

• Objectives:

– Networking, and

– Sharing crisis management ‘best practice’

• You received a letter (A, B, C, D) at arrival,

– it corresponds with your group, your crisis management team

• We assigned a facilitator for each group

• Go to your respective rooms.The facilitators will introduce the exercise and explain the ‘rules‘

Luc Omar Ludo Maarten

A B C D

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Guidelines for the Facilitator (18:50 )

• Welcome to the crisis exercise

• Based on a scenario, YOU will provide crisis mgt. answers on crisis events – there is no wrong answer

• Don't be shy – provide your input – share your experience

• Crisis chairman ensures that all members participateReporter will present (5 min) the team outcome in the plenary session – ensure to take note on the templates

• Now appoint a crisis chairman and a reporter– If not assigned within 2 minutes, the facilitator decides.

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Phase I – 19:00 - Chairman

• Fire starts at 09:30 AM in your head office.

• The evacuation of the impacted building is completed.

Get input from your team to answer these questions:

• What are your 3 top priorities?

• What are your 3 key decisions or actions?

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Phase I – 19:00 – Reporter

• What are your 3 top priorities? 1. …

2. …

3. …

• What are your 3 key decisions or actions?1. …

2. …

3. …

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Phase II – 19:20 - Chairman

• Chairman gets ill, hand-over control to a back-up chairman

• You are informed:

– at least 5 casualties

– severe premise and material damage

– cause of fire is suspicious.

Assign a new chairman in your team (2 min)



• What are your 3 key external interactions/communications?

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Phase II – 19:20 - Reporter


2. …

3. …

• What are your 3 key external interactions/communications?

1. …

2. …

3. …

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Phase III – 19:40 - Chairman

• Social media & press report: “Impacted building not covered by insurance if proven malicious act. Will that company and jobs survive? ”



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Phase III – 19:40 - Reporter


2. …

3. …

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Facilitator – 19:50

• Stop exercise

• Reporter to present the answers

• All Go to plenary session

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Crisis Management – Debriefing (20:00)

• …

• Limit human (physical & moral) discomfort

• Control crisis impact

• Confine proliferation

• Mitigate the financial impact

• Guarantee the Business Continuity on short term

• Secure the reputation

• Determine the long term strategy

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Every crisisis also an opportunity

“Danger” + “Opportunity”

Crisis Management Objectives (20:30)

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goldstrategic

silver tactical

bronze operational

Crisis Management Framework

• Strategic, Silver, Bronze layers seems to be a ‘standard’ good practice

• Escalation process: often goes with risk matrix / risk appetite

• Predefine roles & responsibilities, including back-ups

• Avoid polluting meetings at a level with concerns related to another level

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Why, What, Budget, Resources, trade-offsOversee the corporate response

Who, How, When, WhereCoordinate local response

Execute

Long-term focus

Mid-term (24 H)

Short term

• Command & Control: no time to reach a consensus

• Open communication: hierarchy of daily situation does not apply here

• The question of guilt must wait

• Crisis Management = Management of Perceptions !

• Be aware of legal obligation and regulations avoid a crisis in the crisis)

• Practice/Exercise/Rehearse your crisis mgt. process/tools/skills on a regular base

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Golden Crisis Management rules

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• Prepare your internal & external communication process & tools

• Monitor social media & press, but do not over-react

• Show empathy: Don’t restrict to cold, objective data

• Resolve the incident: Explain and show clearly that you take action

• Reassure your public:focus on what they want to hear, not on what you want to tell

Golden Crisis Communication rules

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Agenda

Introduction





21:30 Closure


Our aim in three little words…

1. Unify• Consistent messaging wherever it originates

• Supporting common strategic goals

• Consistent visual presentation

2. Simplify• Strategic Alignment

• Core messaging

• Core formatting

3. Amplify• Targeted messaging to different communities

• Reinforcement of core strategic goals/messages

One Voice

One Set of Messages

Many audiences

The questions we need to answer for ourselves

• Who are we?

• Who needs to know?

• How will they find out?

• Why should they care?

Our Goal

Global localisationA product or service that is developed and distributed globally, but is also fashioned to accommodate the user or consumer in a local market. This means that the product or service may be tailored to conform with local laws, customs or consumer preferences. Products or services that are effectively "glocalised" are, by definition, going to be of much greater interest to the end user.

Thank you for

listening

Agenda

Introduction





21:30 Closure



Werner Verlinden

Musena Consulting

Continuity & Resilience Team

Continuity & Resilience Consultant

Business Continuity and Crisis

Management Team

• What are you going to do?

• How will you communicate this topic within your company?

• What do you expect to change after this worldwide awareness week?

Business Continuity Awareness Week 2017between the 15th and 19th May

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“cyber resilience”

Questions?

Thank you!

BCI Good Practice Guidelines 2013 31