The Anatomy of A Crisis

1. The Anatomy of A Crisis Thoughts For Discussion Passenger Vessel Assoc. 2008 Convention

2. Thoughts surrounding someone else’s crisis……………. We are seasoned operators That would never happen to us We know what to do Our team is experienced It won’t happen to us The media will never find out If it does happen, it won’t be so bad If it’s bad it will be covered by our insurance company Oh, My God, We Aren’t Prepared For This !

3. Emergency or Crisis ? Workplace injury Guest injury Environmental incident Damage to vessel Damage to 2 vessels Man Overboard Food Poisoning incident Citywide Bomb Treat Workplace death Customer or multiple customer deaths Major Environmental Crisis Damage to vessel and lives in danger Damage to 2 vessels, many lives in danger More than one person overboard Food Poisoning Epidemic Citywide or National Emergency

4. Characteristics of an Emergency Surprise followed by a trained, well organized , and controlled response Seasoned experience leads the way. There is immediate access to management, minimal disruption to the business and zero involvement from the media

5. 8 Characteristics of a Crisis Surprise / Disbelief Lack of Information Escalating Flow of Events Loss of Control Intense scrutiny from Outsiders / Insiders Management attempts to hide Panic – paralyzed decision making Issue solved by outsiders not in best interest of company The end result can cause damage to your Reputation, Brand & Constituencies

6. How Can you Keep An Emergency From Galloping Into A Crisis ? Sometimes you can’t Sometimes you can’t but you can………….. Prepare, train & drill Communicate top-down, & down-top Control the circumstances Hire quality staff Have a team of trusted advisors at your fingertips Have seasoned managers on your team Back up your data off-site Know your vulnerabilities/Risk assessment Do you trust your vendors ?

7. NOW WHAT ?? So, You have A Crisis On Your Hands………

8. Crisis Response…You don’t get a second chance…..

9. Let’s Look At Those Affected……………… Your Employees: Don’t be their fooled their 1st priority is their family Employees will not be able to help the company recover & resume if their families are in danger or are being threatened. Give them time to get their home life stabilized. Have at least 2 means of contact for each employee Cell phone, home phone, closest relative, email, intranet 800 # with recorded message Payroll – keep it rolling and assure them of such. In case of a federal banking crisis, be prepared to share your cash.

10. The Victims………… Can you verify they were your guest ? Do you have their contact information ? Have they been contacted by your insurance company ? Have they received a refund for their tour/dinner cruise ? Have you reimbursed them for incidentals ? Do you have access to their families

11. The Perpetrators……….. Are you qualified to help the authorities ? If they are your vendors, do you have back-up vendors to keep you supplied ? If it was an employee can you replace them during an investigation ? Minimize your communication, especially by your staff – be advised by your legal team Capture all communication in writing, save everything Take photos at the scene, videos if possible

12. The Authorities……… Timely contact can make a big difference Once contacted they can be your advocate, partner, or worst nightmare Your insurance company can expand your reach and insulate your company from victim communication Ask your insurance company to set up a local claims office

13. The Media……….oy vey……. • They will be looking for YOU ! • Be prepared to BE or to hire a spokesman • They will find your home phone number • They will always twist the truth to • fit their story • One story filed on a wire service can circulate around the world in just 12 hours • What used to be one-day-news-stories can last longer thanks to Google News • Don’t forget Google Photos and YouTube

14. Don’t forget your Future Clients Communicate with clients who are currently booked, 1-hour, 1-day, 1-week, 1 month, 1-year in advance. Reassure or Redirect them, keep their emotions in mind Manage communication between your staff, partners, & vendors, i.e. restrict recounting of the incident Consider increasing your existing schedule or purchase immediate additional advertising to attract and reassure future clients

15. 6 Lessons of September 11th # 1 – Get Ready “We were not prepared for a worse –case scenario”-manufacturing company # 2-Find a way to your staff “We learned how important it is to know where are people are and whether they can be involved in crisis response” – health services coordinator # 3–Take Evacuation Seriously “Don’t be afraid to err on the side of safety – don’t be afraid to evacuate or to train for it “ - consulting Engineering Firm #4–Never Stop Communicating “You need to be decisive, act quickly and in the best interest of your employees” – automotive company #5 – Be responsive to Employees’ concerns and emotions “The internet is a good way to show leadership and pull people together internally” – energy company - # 6 –Determine how your company can help the community “Move quickly if you are going to help. Otherwise it looks like “me too-ism” – telecommunications company

16. To Conclude…… Ideas or Experiences you would like to share…………. What went wrong and what went right ? Whether a crisis is remembered for decades or days it is traumatic for owners, staff & victims ! Please review www.ready.gov/business

17. Acknowledgments……. Ogilvy Public Relations Worldwide Corporate Crisis, Expert Views 911 Consulting CDC – Center for Disease Control Crisis & Emergency Risk Communications Dept. of Homeland Security, Holly Agra – President, Chicago’s First Lady Cruises PVA - February 2008