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

2. What are your objectives in the first hour of responding to this crisis?

3. … local and international television and print media … parent calls

4. Where … what … Paris …

5. Crisis Management – Getting it right when things go wrong abroad Cornelia Lindenau, Newcastle University Elissa Williams, University of Chester BUTEX Symposium July 8, 2011 Northumbria University

6. 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 Symposium July 8, 2011 Northumbria University

7. Why Crisis Management? Crises are manageable BUTEX Symposium July 8, 2011 Northumbria University FORMAL • Keep crisis from escalating to higher level • Reduce damage/injury • Reduce cost and liability • We live in a 24/7 Media Age INFORMAL • We want to help as quickly and efficiently as possible • Ease worries on all sides

8. Developing a Crisis Management Plan I BUTEX Symposium July 8, 2011 Northumbria University … 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

9. Developing a Crisis Management Plan II BUTEX Symposium July 8, 2011 Northumbria University • Form Crisis Team – with redundancies To 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

10. Stakeholders Immediate Core Team Wider Team … BUTEX Symposium July 8, 2011 Northumbria University

11. The first 60 minutes … Start DOCUMENTING • Variety of Incidence Reports- see example COMMUNICATE with students/parents/core team CONVENE Core Team

12. Developing a Crisis Management Plan II BUTEX Symposium July 8, 2011 Northumbria University • Form Crisis Team – with redundancies To 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

13. 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’

14. Communication DURING BUTEX Symposium July 8, 2011 Northumbria University Students Next of kin Team/The University Partners Press

15. Communication POST • Returned students/academics • Partners • Colleagues • Revise Crisis Plan • Close case

16. Back to the beginning … • Objectives of first hour … • … local and international television and print media … parent calls • Where … what … Paris …

17. Resources BUTEX Symposium July 8, 2011 Northumbria University • Forum on Education Abroad • NAFSA • Interesting development at US universities … • Initial site visit checklist • Information from YOU here • Additional thoughts from us