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  • Crisis Management and Contingency Planning: On Completing This Chapter You Should Be Able To

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    CASTAÑEDA SURCO Renato Christopher
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    Malaysia Airlines was criticized for its poor handling of the disappearance of Flight MH370. While preparing for every possible crisis may not be feasible, effective crisis management requires contingency planning and communication strategies. Malaysia Airlines was accused of taking too long to release information, appearing defensive by withholding details, and using inappropriate communication methods with victims' families. All businesses should consider how to respond to major disasters through contingency planning, even for unprecedented events, as effective communication is important for managing public perception during a crisis.

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    Malaysia Airlines was criticized for its poor handling of the disappearance of Flight MH370. While preparing for every possible crisis may not be feasible, effective crisis management requires contingency planning and communication strategies. Malaysia Airlines was accused of taking too long to release information, appearing defensive by withholding details, and using inappropriate communication methods with victims' families. All businesses should consider how to respond to major disasters through contingency planning, even for unprecedented events, as effective communication is important for managing public perception during a crisis.

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    Crisis Management and Contingency Planning: On Completing This Chapter You Should Be Able To

    Uploaded by

    CASTAÑEDA SURCO Renato Christopher
    Malaysia Airlines was criticized for its poor handling of the disappearance of Flight MH370. While preparing for every possible crisis may not be feasible, effective crisis management requires contingency planning and communication strategies. Malaysia Airlines was accused of taking too long to release information, appearing defensive by withholding details, and using inappropriate communication methods with victims' families. All businesses should consider how to respond to major disasters through contingency planning, even for unprecedented events, as effective communication is important for managing public perception during a crisis.

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    of 1

    5.

    7 H

    Crisis management and


    contingency planning
    On completing this chapter you • Factors that affect effective crisis management
    (AO2)
    should be able to:
    • Advantages and disadvantages of contingency
    Analyse and apply:
    planning (AO2)
    • The difference between crisis management and
    contingency planning (AO2)

    Setting the scene


    FLIGHT MH370: HOW DO YOU PREPARE FOR THE UNPRECEDENTED?
    The public relations team at Malaysia Airlines was strongly criticised for the way in which the airline
    disaster was managed and communicated. One airline analyst described the actions of the airline
    and the Malaysian government as a ‘masterclass in how not to deal with a crisis’. But is it possible to
    prepare a business for a disaster that is completely unprecedented? There was, as a journalist put it,
    ‘no previous case study to refer to in the crisis management manual’.
    The theory of crisis management planning is to consider the likely and less likely (Titanic-type)
    scenarios and build a response communication programme that fits in neatly with the operational
    actions that the business should be taking.
    Malaysia Airlines were accused of:
    • taking too long to release news of the plane’s disappearance and appearing to be withholding
    information
    • being defensive and allowing speculation and rumour to spread
    • communicating inappropriately with the passengers’ families – the airline used text/SMS messages to
    report that the plane was finally confirmed as having crashed with no survivors.

    Points to consider Key concept link


    • Is there any point in preparing for disasters Responding to crises and unforeseen events
    when completely unique risks can occur? requires careful planning. Attempting to
    ‘cover up’ a disaster because the organisation
    • Why is effective communication important
    is in no way prepared to handle it can lead
    when dealing with a crisis such as this?
    to claims of unethical behaviour. Accidents
    • Do you think all businesses should consider happen and stakeholders will respond more
    what to do in the event of a major disaster? positively to organisations that are prepared
    for their consequences than those that adopt
    a culture of ‘hope for the best’ and claim ‘it
    was so unexpected’.

    544

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