Business disruption can come from any direction (COVID-19, we see you!) and Melissa Mack (Director, Witt O'Brien's) knows that companies must prepare for any type of crisis, not every crisis. Learn how your team can remove obstacles before a crisis strikes and respond with internal and external stakeholders at the fore. This session was held on April 6, 2021 and is the second of two sessions led by Melissa Mack. Link to video presentation: https://youtu.be/_KRdu15y25A Presented by BookNet Canada with support from the Department of Canadian Heritage.

1. Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com
with questions.
Crisis Management Program Elements:
• Charter
o AKA framework, program overview, etc.
o Lays out mission, purpose, and scope of the program
 Example mission: To protect Organization’s people, assets, and reputation in the
event of a crisis
 Scope: what is and is not included in the program
• Team
o Roles and responsibilities defined
o No one should fill more than one role
o External partners can be team members (if they train with the team)
o Recommended roles:
 Leader
 Legal
 Communications
 HR
 Information Technology / Security
 Finance
 Safety / Security / Facilities
 Sales / Commercial
 Operations
 Information Manager / Scribe
o Ideally primary & alternate in each role
o All stakeholder groups should be represented in some way on the CMT
Charter
Team
Process
Plan
• Mission, Purpose, Scope
• Executive Sponsor
• Roles
• Responsibilities
• Notification  Activation
• Response Cycle
• Action-oriented
• Scenario agnostic

2. Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com
with questions.
• Process
o How does your CMT respond to a crisis?
o How does your CMT become aware of a (potential) crisis?
o How is your CMT activated?
o How does your CMT sustain a prolonged response?
o Response process should include:
 Assess the situation
 Activate the CMT
 Respond as a team
 Conduct a post-
incident review
• Plan
o Action-oriented: keep the user (CMT member) in mind. Checklists should direct CMT
members to follow the response process and consider the needs of all stakeholder
groups
o Scenario agnostic: allow the CMT to respond to any scenario, not just the ones you
anticipate
 Resources can be scenario-specific as needed
o Document of your program
o Used in training and in response
Assess Activate Respond Review
Brief
•Situation
update
•Known facts
Discuss
•(Potential) impacts
•Stakeholder needs
•Priorities & action
items
Act
•Execute
action items
•Gather new
info