1

Surprise Factor

Normality is broken, no one knows precisely what happened. Many emotions are experienced among the organization´s members, which will positively or negatively influence the first response decisions.

There is a strong feeling of vulnerability amid an uncertainty environment.

Paralysis

2

Lack of Validated Information

Due to the unexpectedness of the situation, the origin, causes and consequences of the crisis are unknown.

There is informative chaos, difficulty in validating the information and reconstructing the event.

Informative speculation increases.

3

Event Escalation

In a crisis many things happen at the same time, the consequences and risk factors develop rapidly and reach unsuspected magnitudes.

An isolated event that is not given enough attention can be the source of a major crisis.

In a crisis all publics are a priority, however some require immediate attention; knowing how to prioritize and give a timely response to each of them is the great challenge of crisis management.

4

Lose Control

If in the first hours timely response actions are not carried out and a strategy to mitigate, control and communicate is not established, events´ control is lost.

The crisis can spread to other areas and, worse still, can cause further damage to the physical integrity of people, facilities, the environment or the organization´s reputation

5

Pressure from the outside

Affected individuals, communities and groups will begin to put pressure on several fronts asking for help, information and immediate responses to all their demands.

The media will demand information from the organization and will investigate on their own what happened and what are they are doing to control the situation.

The authorities will intervene as allies in the tasks of mitigation and damage control, or as inspectors and executioners.

Consumers, interest groups and other key audiences, will take positions for or against and will disseminate information through social media.

6

Perception of being attacked

Three factors converge so that the managers of the organization can feel misunderstood and attacked by external and internal audiences:

1) Not having enough information to be able to issue an official position, while many versions of the event circulate outside and inside

2) Try to control the situation with available resources and fail to mitigate the effects

3) The increase in the demands of the affected population and interest groups

7

Panic

If there is no crisis management system in place or adequate containment, mitigation and communication measures are not taken, it is very possible that the members of the organization will panic, complicate decision-making and the implementation of a responds plan.

Panic paralyzes and frightens. This is a critical stage. If there is not a good internal communication that generates trust and solidarity, it is very possible that individual decisions, information leakage and improper actions will dominate.

8

Focus on the immediate

Without a crisis management plan, it is normal for hasty solutions to be sought to minor problems with short-term effects, while others of greater importance quickly overwhelm.

It is vital in the first hours to have a general diagnosis of the situation to be able to focus the correct actions and make better use of material and human resources.

Are you ready?

No one is free of facing a crisis, be it a large corporation, a small company, a famous sportsperson or artist, a civil organization, a political party or a government agency.

Because of its unpredictability, a crisis can strike at any time, take different forms, and have unpredictable consequences.

Visit us

Prevention and training are fundamental pillars of a Crisis Management System.

At Ventura Comunicaciones we advise you on the construction of a suitable program for your organization.

Contact

Francisco Zambrano: Fzambrano@grupoventura.net

Ramón Castellot: Rcastellot@venturacomunicaciones.com