What are your objectives in the first hour of responding to this

crisis?

… local and international television and print media … parent calls

Where … what … Paris …

BUTEX SymposiumJuly 8, 2011Northumbria University

Crisis Management – Getting it right when things go wrong abroad

Cornelia Lindenau, Newcastle UniversityElissa Williams, University of Chester

BUTEX SymposiumJuly 8, 2011Northumbria University

Crises in the past, crises in the future

Past• Earthquake and Tsunami in

Japan, March, 2011• Earthquake in Christchurch, NZ,

February, 2011• Middle East protests and

demonstrations, January-March, 2011

• H1N1 Pandemic, May 2009• Mumbai Attacks, November 2008• London Bombings, July 2005• Madrid Bombings, March 2004• Avian Flu–December 2003

Future?

BUTEX SymposiumJuly 8, 2011Northumbria University

Why Crisis Management?

FORMAL• Keep crisis from escalating to higher level• Reduce damage/injury• Reduce cost and liability• We live in a 24/7 Media AgeINFORMAL• We want to help as quickly and efficiently as

possible• Ease worries on all sides

Crises are manageable

BUTEX SymposiumJuly 8, 2011Northumbria University

Developing a Crisis Management Plan I

… keep it simple... align with institute … align with institutional crisis plan… define the crisis level… distribute to all relevant people – web access… update regularly… after each crisis: review

BUTEX SymposiumJuly 8, 2011Northumbria University

Developing a Crisis Management

Plan II • Form Crisis Team – with redundanciesTo decide on (all to be included in THE ‘handbook’):• Determining what the level of crisis is ...• What to do in the first 60 minutes?• Student Information

- What do they get? What do WE need?• Communication: ‘tree’, who communicates with

press, who parents, who students, ...• Contingency plans overseas

BUTEX SymposiumJuly 8, 2011Northumbria University

Stakeholders

ImmediateCore TeamWider Team…

The first 60 minutes …

Start DOCUMENTING• Variety of Incidence Reports- see

exampleCOMMUNICATE with

students/parents/core teamCONVENE Core Team

BUTEX SymposiumJuly 8, 2011Northumbria University

Developing a Crisis Management

Plan II • Form Crisis Team – with redundanciesTo decide (all to be included in THE ‘handbook’):• Determining what the level of crisis is ...• What to do in the first 60 minutes?• Student Information

- What do they get? What do WE need?• Communication: ‘tree’, who communicates with

press, who parents, who students, ...• Contingency plans overseas

Communication BEFORE

• Awareness of Crisis Plan• On Web – restricted access• Hardcopy

- university,country description- crisis contingency plan overseas- student numbers/names/next of kin?

• Student orientation – CARD - Handbook• Regular ‘training’

BUTEX SymposiumJuly 8, 2011Northumbria University

Communication DURING

StudentsNext of kinTeam/The UniversityPartnersPress

Communication POST

• Returned students/academics• Partners• Colleagues• Revise Crisis Plan• Close case

Back to the beginning …

• Objectives of first hour …• … local and international

television and print media … parent calls

• Where … what … Paris …

BUTEX SymposiumJuly 8, 2011Northumbria University

Resources

• Forum on Education Abroad• NAFSA• Interesting development at US universities …• Initial site visit checklist• Information from YOU here• Additional thoughts from us