Preface xv
About the Web Site xxi
Chapter 1 Business Continuity Management Plan 1
Crisis Management 4
The Value 5
Common Failings 7
Business Continuity Goals 9
Defining a Crisis 10
Mapping Risks 11
Critical Dependencies 12
Tactical Risk Evaluations 13
Determining Risk Tolerances 15
Incident Response versus Crisis Management 15
Stages of Incident Management and Crisis Response 17
Understanding Risk 17
Immediate Response and Impact Levels 21
Risk Management 22
Response Trigger Points 24
Decision and Authority Matrixes 27
Structuring Business Continuity Management Plans 29
Resourcing 33
Design and Development 36
Integrated and Compartmentalized Policies 39
Reporting and Record Keeping 39
Implementing the Business Continuity Management Plan 39
The Communications Plan 47
Organizational Interface Plans 53
Medical Response and Repatriation Plan 58
Public Relations Plan 59
Resource and Procurement Management Plans 62
Project Initiation Plans 67
Business Recovery Plans 68
Postincident Reviews 74
Summary 75
Chapter 2 Incident Management Plan 77
Incident Management versus Crisis Response 78
Principles of Incident Management 79
Incident Management Plan Risk or Threat Overview 80
Objectives of the Incident Management Plan 80
Incident Management Sequence 81
Crisis Management Flow 82
Incident Management Sequencing 82
Incident Management Stages 84
Macro and Micro Crises 85
Understanding the Incident Management Plan Needs 86
Incident Management Plan Design and Implementation 90
Design and Development 91
Reviewing and Testing 92
Adjustment and Implementation 92
Incident Management Plan Policies and Procedures 93
Information Security 94
Resourcing the Incident Management Plan 94
Structuring Incident Management Plans 95
Incident Management Plan Policies and Instructions 96
Incident Management Plan Cover Letter 97
Immediate Resource Mapping 98
Incident Management Plan Communications and Tactical Resource Plan 99
Initial Verbal Reporting 101
Incident Management Plan Decision and Authority Matrix 102
Incident Management Plan Alert States and Trigger Response Plans 102
Alert Notification Systems 106
Incident Management Plan Information Capture Reports 107
Incident Management Plan Crisis Response Guidelines 107
Destruction Plans 108
Incident Management Plan Risk Assessments 109
Summary 109
Chapter 3 Crisis Management Structures 111
Interorganizational Management 112
Crisis Leadership 114
Organizational Crisis Leadership 116
Approach Methodologies 117
Education and Training 118
Supporting Crisis Management Groups 119
Response Buildups 121
Crisis Management Structures 122
Corporate Crisis Response Team 123
Country Crisis Response Team 124
Program Incident Response Team 125
Project Incident Response Team 126
Special Response Teams 126
Composition of Crisis Response Teams 127
Crisis Management Team Commander 128
Crisis Team Coordinator 129
Physical and Risk Security Manager 129
Technical Security Manager 130
Special Response Team Leader 130
Administration Manager 130
Intelligence or Information Officer 131
Liaison Officer 131
Communications Manager 132
Public Relations Officer 132
Legal Counsel 133
Human Resources Department 133
Health and Safety Department 134
Stress Trauma Adviser 134
Reception Team Manager 134
Finance Officer 135
Investor Relations Officer 135
Incident Management Structures 136
Crisis Control Center 137
Monitoring Crisis Management Programs 138
Summary 139
Chapter 4 Scope of Risk 141
Security and Safety Awareness 144
Crisis Management Training 145
Stages of Disasters 145
Man-Made Risks 146
Espionage or Information Security Breach 147
Kidnappings and Ransoms 149
Hostage and Hijacking Situations 152
Domestic Terrorism (Monkey Wrenching) 153
Power Blackouts 157
Road Traffic Accidents 158
Complaints 159
Muggings or Robberies 160
Missing Persons 160
Civil Unrest 161
Arrest and Detention 162
Pending Arrest or Detention and Exit Denial 163
Loss of Sensitive or High-Value Equipment 164
Unexploded Ordnance and Mines 165
Indirect or Direct Fire Attacks 166
Suspect Calls 167
Workplace Violence 168
Threats, Coercion, and Extortion 171
Facility Intrusion 172
Chemical, Biological, or Radiological Threats 173
Small Arms Fire 175
Complex or Armed Attacks 175
Medical Emergencies 176
Repatriations of Remains 177
Explosive Attacks or Sabotage 179
Suspect Packages and Letters 180
Bomb Threats 181
Vehicle-Borne Improvised Explosive Devices 182
Sabotage 183
Family Liaison 183
Media Management 184
Computer-Related Incidents 185
Disciplinary Issues 186
Office, Facility, or Hotel Fires 187
Labor Disputes 189
Natural Risks 190
Floods 191
Earthquakes 192
Pandemics 193
Tsunamis (Tidal Waves) 193
Hurricanes and Tornadoes 194
Volcanoes 195
Sandstorms 196
Landslides 196
Forest Fires 197
Summary 199
Chapter 5 Incident Response Guidelines 201
Vehicle-Borne IED Incident Management 204
Incident Management Guidelines 204
Casualty Incident Management 206
Incident Management Guidelines 206
Missing Person Incident Management 208
Incident Management Guidelines 208
Road Traffic Accident Incident Management Data Call 210
Incident Management Guidelines 210
Facility Physical Security Breach Incident Management 212
Incident Management Guidelines 212
Kidnapping and Ransom Incident Management 214
Incident Management Guidelines 214
Media Management Incident Management 216
Incident Management Guidelines 216
Detention and Arrest Incident Management 218
Incident Management Guidelines 218
Hostage Situation Incident Management 220
Incident Management Guidelines 220
Suspect Call Incident Management 222
Incident Management Guidelines 222
Civil Unrest Incident Management 223
Incident Management Guidelines 223
Unexploded Ordnance or Suspect Package Incident Management 225
Incident Management Guidelines 225
Suspect Letter Incident Management 228
Incident Management Guidelines 228
Destruction of Sensitive Materials Incident Management 230
Incident Management Guidelines 230
Repatriation Incident Management 232
Incident Management Guidelines 232
Domestic Terrorism or Special-Interest Groups Incident Management 236
Incident Management Guidelines 236
Espionage Incident Management 238
Incident Management Guidelines 238
Site Occupation or Sit-Ins Incident Management 239
Incident Management Guidelines 239
Sabotage Incident Management 241
Incident Management Guidelines 241
Demonstrations Incident Management 243
Incident Management Guidelines 243
Pending Detention or Exit Denial Incident Management 245
Incident Management Guidelines 245
Complaints Incident Management 247
Incident Management Guidelines 247
Blackouts and Power Loss Incident Management 249
Incident Management Guidelines 249
Loss of Sensitive or High-Value Materials Incident Management 250
Incident Management Guidelines 250
Indirect Fire and Direct Fire Attacks Incident Management 251
Incident Management Guidelines 251
Workplace Violence Incident Management 253
Incident Management Guidelines 253
Chemical, Biological, or Radiological Attack Incident Management 254
Incident Management Guidelines 254
Complex Attack Incident Management 256
Incident Management Guidelines 256
Family Liaison Incident Management 257
Incident Management Guidelines 257
Office, Facility, or Hotel Fires Incident Management 259
Incident Management Guidelines 259
Threats, Coercion, and Intimidation Incident Management 261
Incident Management Guidelines 261
Mugging or Robbery Incident Management 263
Incident Management Guidelines 263
Small Arms Fire Incident Management 265
Incident Management Guidelines 265
Floods and Tidal Waves Incident Management 267
Incident Management Guidelines 267
Earthquakes Incident Management 269
Incident Management Guidelines 269
Pandemics Incident Management 271
Incident Management Guidelines 271
Hurricanes and Tornadoes Incident Management 273
Incident Management Guidelines 273
Volcanoes Incident Management 275
Incident Management Guidelines 275
Sandstorms Incident Management 277
Incident Management Guidelines 277
Landslides Incident Management 279
Incident Management Guidelines 279
Forest Fires and Brush Fires Incident Management 281
Incident Management Guidelines 281
Summary 283
Chapter 6 Crisis Information Capture Reports 285
Immediate Verbal Reporting (SAD CHALETS) 288
Serious Incident Reporting 288
Serious Incident Report Incident Management Data Call 290
Incident Management Plan Risk Assessment Reports 291
IMP Risk Assessment Report Incident Management Data Call 292
Sample Crisis Information Capture Reports 293
Vehicle-Borne IED Incident Management Data Call 294
Casualty or Injury Incident Management Data Call 295
Missing Persons Incident Management Data Call 297
Road Traffic Accident Incident Management Data Call 299
Facility Physical Security Breach Incident Management Data Call 303
Kidnapping and Ransom Incident Management Data Call 305
Media Management Incident Management Data Call 307
Detention or Arrest Incident Management Data Call 308
Hostage Situation Incident Management Data Call 310
Suspect Call Incident Management Data Call 312
Civil Unrest Incident Management Data Call 313
Unexploded Ordnance or Suspect Package Incident Management Data Call 314
Suspect Letter Incident Management Data Call 315
Destruction Plan Incident Management Data Call 316
Repatriation Incident Management Data Call 317
Information Security Breach Incident Management Data Call 318
Domestic Terrorism or Special-Interest Groups Incident Management Data Call 319
Complaints Incident Management Data Call 321
Mugging or Robbery Incident Management Data Call 322
Pending Detention and Exit Denial Incident Management Data Call 323
Loss of Sensitive or High-Value Materials Incident Management Data Call 325
Indirect or Direct Fire Attacks Incident Management Data Call 327
Workplace Violence Incident Management Data Call 328
Threats, Coercion, or Intimidation Incident Management Data Call 329
Chemical, Biological, or Radiological Threats Incident Management Data Call 330
Small Arms Fire Incident Management Data Call 332
Complex Attack Incident Management Data Call 333
Explosive Attack or Sabotage Incident Management Data Call 335
Family Liaison Incident Management Data Call 336
Computer-Related Incidents Incident Management Data Call 337
Disciplinary Issues Incident Management Data Call 338
Office, Facility, or Hotel Fires Incident Management Data Call 339
Espionage Incident Management Data Call 341
Site Occupation Incident Management Data Call 342
Demonstrations Incident Management Data Call 343
Blackouts and Power Loss Incident Management Data Call 345
Floods or Tidal Waves Incident Management Data Call 346
Earthquakes Incident Management Data Call 347
Pandemics Incident Management Data Call 348
Hurricanes and Tornadoes Incident Management Data Call 349
Volcanic Eruptions Incident Management Data Call 350
Sandstorms Incident Management Data Call 352
Landslides Incident Management Data Call 353
Forest Fires or Brush Fires Incident Management Data Call 354
Summary 356
Acknowledgments 357
Index 359
