The following is an edited excerpt from: Organizational Crisis Management: The Human Factor

Information is the life blood during a crisis

One of the primary needs during any crisis is that people require information. If we think of a work organization as a living system, information is the blood that circulates within the departments (organ systems) providing the necessary nutrients to keep the system functioning. As is the case during and after surgery, a patient may need multiple transfusions in order to survive. The same holds true for a work organization, it is better to have too much information rather than a lack thereof. However, as information is fluid it may be inaccurate. This can be as damaging as giving a patient a transfusion with the wrong blood type. Therefore, there is a need to have the information vetted and regularly updated as conditions and circumstances modify. This author has seen and suggests the following:

1. An administrative person is designated as the information coordinator. Depending upon the situation, this role could switch from HR to legal to security, etc., however, the individual(s) should be someone who is facile when dealing with distraught and emotional workers and family members.
2. During the initial phase, the aforementioned “one dial” system of sending messages should be utilized on a regular basis to keep people updated.
3. An 800 number with a pre-recorded message should be set up (prior to an incident) and be posted for all employees. It should be updated every 1-2 hours with a time acknowledgment: “This report is issued at 10am on Wednesday the 15th of 2004…”
4. The same information should be posted on the company website.
5. A FAQ (frequently asked questions) should be posted on the website.
6. Teleconferences, video taped messages, informational meetings should be conducted on a regular basis as people need face-to-face contact with administration.
7. Often the tendency is for supervisory personnel to isolate and this must be countered with an increase in visibility and availability… walking around making contact with employees.
8. All employees should receive a wallet sized laminated card that has the following information:
   1. In the case of an evacuation, a reminder to return to their desk to retrieve their personal belongings.
   2. The evacuation path and outside meeting destination
   3. What to do once they are outside.
   4. The 800 information hotline
   5. Outside support agencies: State emergency mgt., Red Cross, EAP, etc.
   6. Company website and where information is posted.

Information systems must have consistency, redundancy, frequency, circularity and continuity.

Consistency- The information passed along must be consistent from source to source.

Redundancy- There should be a variety of sources by which people are able to access information. Emails, website postings, “800” numbers with a recorded message, face-to-face informal information sessions, newsletters, etc are all methods to get out information.

Frequency- During crises information gets out-dated rather quickly. Therefore, it is important to keep the outgoing information updated routinely.

Circularity- The passing along of information cannot be done in a vacuum or based on guessing what the workers may want to know. There must be a method by which the concerns and questions can come in and then consistent information be given out.

Continuity- Oftentimes, there is a flurry of outgoing information early on during a crisis. Then, it often drops off rather rapidly. As discussed during an earlier module, crises tend to roll on for a while and people may need different types of information from stage to stage.

As part of any post-crisis intervention, communication is a critical component. It is essential to remember to include communications with each of the following groups and to assume that it will find its way to the media.

• Employees,
• Customers,
• Government/community leaders,
• Family of employees,
• Insurance companies/lawyers
• Media (press releases)

While each group may have the message customized to the specific group, they should all have about the same consistency.

Copyright: Gerald Lewis, Ph.D. This material may not be used in any capacity without the written permission of Gerald Lewis, Ph.D.