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What are your objectives in the first hour of responding to this
crisis?
… local and international television and print media … parent calls
Where … what … Paris …
BUTEX SymposiumJuly 8, 2011Northumbria University
Crisis Management – Getting it right when things go wrong abroad
Cornelia Lindenau, Newcastle UniversityElissa Williams, University of Chester
BUTEX SymposiumJuly 8, 2011Northumbria University
Crises in the past, crises in the future
Past• Earthquake and Tsunami in
Japan, March, 2011• Earthquake in Christchurch, NZ,
February, 2011• Middle East protests and
demonstrations, January-March, 2011
• H1N1 Pandemic, May 2009• Mumbai Attacks, November 2008• London Bombings, July 2005• Madrid Bombings, March 2004• Avian Flu–December 2003
Future?
BUTEX SymposiumJuly 8, 2011Northumbria University
Why Crisis Management?
FORMAL• Keep crisis from escalating to higher level• Reduce damage/injury• Reduce cost and liability• We live in a 24/7 Media AgeINFORMAL• We want to help as quickly and efficiently as
possible• Ease worries on all sides
Crises are manageable
BUTEX SymposiumJuly 8, 2011Northumbria University
Developing a Crisis Management Plan I
… keep it simple... align with institute … align with institutional crisis plan… define the crisis level… distribute to all relevant people – web access… update regularly… after each crisis: review
BUTEX SymposiumJuly 8, 2011Northumbria University
Developing a Crisis Management
Plan II • Form Crisis Team – with redundanciesTo decide on (all to be included in THE ‘handbook’):• Determining what the level of crisis is ...• What to do in the first 60 minutes?• Student Information
- What do they get? What do WE need?• Communication: ‘tree’, who communicates with
press, who parents, who students, ...• Contingency plans overseas
BUTEX SymposiumJuly 8, 2011Northumbria University
Stakeholders
ImmediateCore TeamWider Team…
The first 60 minutes …
Start DOCUMENTING• Variety of Incidence Reports- see
exampleCOMMUNICATE with
students/parents/core teamCONVENE Core Team
BUTEX SymposiumJuly 8, 2011Northumbria University
Developing a Crisis Management
Plan II • Form Crisis Team – with redundanciesTo decide (all to be included in THE ‘handbook’):• Determining what the level of crisis is ...• What to do in the first 60 minutes?• Student Information
- What do they get? What do WE need?• Communication: ‘tree’, who communicates with
press, who parents, who students, ...• Contingency plans overseas
Communication BEFORE
• Awareness of Crisis Plan• On Web – restricted access• Hardcopy
- university,country description- crisis contingency plan overseas- student numbers/names/next of kin?
• Student orientation – CARD - Handbook• Regular ‘training’
BUTEX SymposiumJuly 8, 2011Northumbria University
Communication DURING
StudentsNext of kinTeam/The UniversityPartnersPress
Communication POST
• Returned students/academics• Partners• Colleagues• Revise Crisis Plan• Close case
Back to the beginning …
• Objectives of first hour …• … local and international
television and print media … parent calls
• Where … what … Paris …
BUTEX SymposiumJuly 8, 2011Northumbria University
Resources
• Forum on Education Abroad• NAFSA• Interesting development at US universities …• Initial site visit checklist• Information from YOU here• Additional thoughts from us