THE INTRANET IN CRISIS SITUATIONS September 28+29, 2006 *connectedthinking

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 2 July 15 What is a Crisis? = turning point An unstable situation of extreme danger or difficulty A crucial stage or turning point in the course of something A crisis is a turning point or decisive moment in events An adverse incident or series of events that has the potential to seriously damage the our people, operations, finance or reputation

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 3 July 15 internal external technical / economical human / social / organizational Types of Crisiss

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 4 July 15 technical / economical Malfunctioning of the system in a very large scale Management Crisis Bankruptcy of the Firm ICT-breakdown Misrouted information ……. internal

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 5 July 15 technical / economical Major environmental damage Natural disasters International crisiss Unfriendly takeover Legal constraints Boycott ….. external

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 6 July 15 human / social /organizational Lack of capacity to adapt to changes Organizational failure Problems with communication Rumors Internal sabotage / extremism Diseases …… internal

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 7 July 15 human / social /organizational Pandemia Strike Violent unrest / unrest Organized crime Terrorism / extremism Blackmailing Sabotage War ….. external

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 8 July 15 Difficulties Paralyzing shock Malfunction of the alert system Burdensome Mobilizing Doubtful stress resistance of key persons Busybodies Overcharged decision makers and/or management General helplessness Problematic Expertise's Hostages Medias Communication è Complex and networked problems

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 9 July 15 Reflex-Phase Reflection-Phase Leading-Phase 3-Phases-Model

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 10 July 15 Recognize Alert Take over leadership Communicate Reflex-Phase

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 11 July 15 Recognize decisive relations Create an analysis Scrutinize your analysis Eliminate obstacles Eliminate resistance Assign responsibilities Communicate Reflection-Phase

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 12 July 15 Leading a weakened system Leading a crisis management team Overview the situation Communicate Lead till the end Debriefing is mandatory Leading-Phase

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 13 July 15 Nomination of the decision makers Form crisis management teams Create emergency-planning Train decision makers and crisis management teams Scrutinize emergency-planning Analyze crisiss of competitors and learn from their mistakes Communication Precautions

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 14 July 15 External and internal communication is key and can be vital His masters voice Role of Medias Government websites often overwhelmed Website and Intranet are important for emergency-planning and crisis management Communication

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 15 July 15 Same information to every member of staff (even for large organizations) Same time available Accessible Consistent Powerful Only Intranet can do this! Distribution of staff information

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 16 July 15 Staff uses Intranet in daily business Value on a day-to-day basis Content more than archives Availability Access (from home, from abroad?) Easy to navigate Keep it simple and flexible Rules

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 17 July 15 Actualities General information Preparation Emergency planning / Evacuation plans Contact persons Advices Password protected!!! Technology replaces traditional call chains Crisis Management Content

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 18 July 15 Social responsibility for content Crisis war room Prewritten advices can save time Compatible information Intranet - website Security measures to access Internal newsgroups (no anonymity) Important

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 19 July 15 Examples

PricewaterhouseCoopers THE INTRANET IN CRISIS SITUATIONS Page 20 July 15 Questions?

© 2005 PricewaterhouseCoopers AG/SA. All rights reserved. PricewaterhouseCoopers AG/SA refers to the Swiss firm of PricewaterhouseCoopers AG/SA and the other member firms of PricewaterhouseCoopers International Limited, each of which is a separate and independent legal entity. *connectedthinking Rolf P. Schatzmann Partner Advisory PricewaterhouseCoopers AG Birchstrasse 160 CH-8050 Zurich Direct phone: Main phone: Mobile phone: Fax: mailto: