BPS 426 CRISIS MANAGEMENT

2021/22 SECOND SEMESTER

UNIT ONE UNIT ONE: THE CONCEPT OF CRISIS

Definitional issues in Crisis
Characteristics of Crisis
Types of Crisis
 INTRODUCTION
• The term crisis carries many meanings in itself. These
meanings guide the crisis managers and leaders in
deciding what to do in a crisis situation. It is an
interesting applied area as well since we talk about
“managing” a crisis when actually each crisis situation
is very unique by itself.
INTRODUCTION (cont…)

• What constitutes a crisis is not easily agreed upon

however, despite lack of clarity, there are specific
conditions of crises in the crisis literature. For
example, crisis situations share six characteristics
which are rare, significant, high impact, ambiguous,
urgent and involve high stakes (Simola, 2014).
INTRODUCTION (cont…)

Crisis” from past times

• The accumulation of knowledge associated with the evolution of the

concept of crisis management is not only the emanation of the
modern academic studies or the practices and experiences of
organizations and agencies, crisis management, rather it benefitted
from the expertise and experiences of previous human civilizations.
All civilizations had laid the methodological foundations in managing
the various crises it faced, within the scope of the moment and its
specific challenges, “Crisis and contention do not surface instantly in
any society they are rooted in history” (Oommen,2005).
INTRODUCTION (cont…)
• It is argued that as we look back, crises have been a part of the
personal, domestic, and international landscape from time
immemorial, from the ancient world to the twenty-first century
Thucydides described a crisis between Athens and Sparta that resulted
in the Peloponnesian War (431–404BC). The factors that are associated
with the importance of direct communication, interaction, and dialog
with the public opinion were important in crisis management in the
Greek and Roman eras. These civilizations were largely focused on
creating spaces for dialog, debates, and direct communication with the
public. Those social activities took place in most public venues, such as
theaters, stadiums, places of worship, and so on.
INTRODUCTION (cont…)
• As for the Greek civilization, the foundations of its values were based on
philosophy, raising theological and nontheological issues for never-
ending dialog and discussion. Moreover, the Greek civilization was
characterized by its proactive community participatory approach in
resolving crises. The citizen had the right to discuss all issues of concern
to public affairs. On the other hand, The Roma civilization tended to take
care of material and entertainment needs of its citizens to ensure the
stability of the empire. Romans also urged residents of Rome and its
colonies to participate in the discussion of the problems of the empire,
as they believed that the dialog contributed to absorb public anger and
this was what had enabled the empire to overcome many crises.
 INTRODUCTION (cont…)
• As stated earlier, some of the problems and complex issues in the
modern era are rooted in history. Thus, many of the geopolitical crises
nowadays are the result of old causes. For example, some military and
political conflicts as well as the emergence of the protesting
movement of ethnic and religious minorities in the Middle East and
North Africa, have their causes linked mainly to military and political
rearrangement plans that were consecrated in the Vienna Conference
on 9 June 1815 and the Sykes-Picot Agreement of 1916. They
constituted a secret agreement between France and the United
Kingdom that was ratified by the Russian Empire, on the sharing of the
Fertile Crescent land between France and Britain to determine the
zones of influence in West Asia after the pummeling of the Ottoman
Empire.
Definitional isses
• Crisis is derived from the Greek word, which is usually written “Krisis”
in Latin letters. Crisis is defined as an unstable situation in which a
decisive change is impending with the distinct possibility of a highly
undesirable outcome (Fink, 1986; Longman, 2009). Also, it knowns as
an abnormal situation that occurs for each organization what causes
threatening its viability (Alhashali & Al-Qutob, 2007; PAS 200; Publicly
Available Specification, 2011). There are three types of crises, as
Parsons (1996) mentioned: immediate; which occurs without
warning, emerging; that no more predictable, and sustained crises
which often last for weeks, months, or years.
Defining crisis and its linked fields

• Defining crisis is not an easy task because of the interdisciplinary

nature of the crisis concept. There is disagreement on what
constitutes a crisis.
• Although there is no agreed definition of crisis, there is a general
consensus that a crisis event is highly unexpected and uncertain in
nature (Mrudula et al. 2013).
• Definition of crisis by various scholars are outlined in “Parameters
for Crisis Communication” by Coombs (Coombs and Coombs 2010)
defines crisis communication as “the perception of an
unpredictable event that threatens important expectancies of
stakeholders and can seriously impact an organization's
performance and generate negative outcomes” (Coombs 2007).
This definition highlights the issue of the negative impact of a crisis
on the effectiveness of the affected company or organization’s
performance, as any crisis hinders its development and leaves it in
a state of confusion, anxiety and instability. “…Crises are largely
perceptual
• In the English language, it means a change for the better or the worse
(Al-Razi and Al-Sehah 1995). The origins of the word, crisis, in the late
Middle English (denoting the turning point of a disease): medical
Latin, and from the Greek word krisis, ‘decision,’ and from krinein
‘decide.’ The general sense ‘decisive point’ dates from the early
seventeenth century
• The Chinese Mandarin character for crisis includes “danger” and
“opportunity.” This idea is especially useful because it conveys the fact
that we may create opportunities out of a situa- tion that threatens us
Some Western and Chinese crisis experts claim that it may mean
danger and a “turning point,” which indicates a sense of possible
positive outcome .
• Gibson argues that true crisis is usually the result of a
management failure to respond appropriately to an
issue, emergency or accident that requires a timely
response and communication (Gibson, 2012).
Coombs, in his definition below, explains the types of
damage a crisis can create:
• crisis is defined as a significant threat of operations
that can have negative consequences if not handled
properly. In crisis management, the treat is the
potential damage a crisis can inflict on an
organization, its stakeholders, and an industry. A crisis
can create three related threats: (1) public safety, (2)
financial loss, and (3) reputation loss (Coombs, 2012).
Definitional issues in Crisis (cont…)
• There are many causes of crisis some of which are
related to the human element, such as
misunderstanding, miscalculation & evaluation, and
wrong interpretation (Al-Khudhairi, 2003; AlMarri,
2014). As well as, administrative reasons such as weak
physical and human resources, ignore early warning
signals, mismanagement, and randomness (Al-Ajlouni,
2009; Al-Marri, 2014).
Definitional issues in Crisis cont..
• Crisis involves a period of discontinuity, a situation
where the core values of the organization/system are
under threat, and this requires critical decision-
making. There is a destabilizing effect to the
organization and its stakeholders and an escalation of
one or more issues, errors or procedures are expected
in this period(Kayes, Allen and Self 2012)
Definitional issues in Crisis (cont…)
• In addition, there are situations beyond the control of
the organization like; natural disasters, rumors, desire
to blackmail, the pressure of external militarily,
conflicts of interest, information sabotage, terrorist
attack, and copyright infringement (Al-Khudhairi,
2003; Al-Marri, 2014; Pearson & Clair, 1998).
Definitional issues in Crisis (cont…)
• Also, there is a rather surprising result that the global
financial crisis is the result of the accumulation of
errors in financial policies and rules of the capitalist
system in the US, because of the irresponsible
borrowing of individuals and institutions in US which
created gaps in the asset markets and financial
derivatives and occurred the global financial crisis
2007/2008. (Al-Manasir and Al-Ksasiba, 2009).
THE INDIVIDUAL IN CRISIS
What is crisis from individual
• Caplan (1964) initially defined a crisis as occurring when individuals
are confronted with problems that cannot be solved. These
irresolvable issues result in an increase in tension, signs of anxiety, a
subsequent state of emotional unrest, and an inability to function for
extended periods.
• While Gundel (2005) classified the crises into crisis predictability and
influence possibilities, such as conventional, unexpected, intractable,
and fundamental crises. Moreover, the crisis has many characteristics
that occur violent, complex, surprise, speed in the sequence of events
and their results, lack of information, tension, anxiety, skepticism,
confusion, fear of losing control, and rapid spread as a result of
information technology (Al-Ajlouni, 2009; Al-Marri, 2014; Comfort,
1993; Shaluf & Said, 2003).
• James (2008, p.3) lists several definitions of crisis, which are an
important precursor to understanding crisis theory. The core element
in each of them is that an individual is overwhelmed. Three of the 6
definitions are listed below:
• “People are in a state of crisis when they face an obstacle to
important life goals–an obstacle that is, for a time, insurmountable by
the use of customary methods of problem solving. A period of
disorganization ensues, a period of upset, during which many abortive
attempts at a solution are made.” (Caplan, 1961, p.18)
• “Crisis results from impediments to life goals that people believe they
cannot overcome through customary choices and behaviors” (Caplan,
1964, p.40)
• Crisis is a crisis because the individual knows no response to deal with
a situation (Carkhuff & Berenson, 1977, p.165)
• “CRISIS” was first used as a specific term in psychiatry by
Gerald Caplan after considering earlier evidence that
survivors of severe trauma, such as those in Lindemann’s
study of the “Cocoanut Grove” nightclub fire in Boston in
1942, had much better outcomes if they received immediate
psychiatric help. A “crisis” was seen as a brief non-illness
response to severe stress, and “crisis intervention” emerged
to detect maladaptive responses to crises and to convert
them into effective coping and learning experiences.
• Caplan’s concept of crisis was influenced by the theories of his time. It relied
on concepts of disease rather than health, and on mechanistic theories from
Freud and General Systems Theory regarding “homeo-stasis” and
“equilibrium”. But these limitations were far outweighed by Caplan’s
contribution in emphasising the importance of preventive care, achieving
mastery of the crisis, the social, cultural and material “supplies” necessary to
avoid or resolve a crisis, and his pioneering advocacy of a community mental
health approach.
• Caplan’s classic definition of crisis is an upset in the person’s steady
state provoked when an individual finds an obstacle to important life
goals. This obstacle seems insurmountable, at least for a good while,
by use of customary methods of problem solving.
• A crisis is a period of transition in the life of the individual, family or
group, presenting individuals with a turning point in their lives, which
may be seen as a challenge or a threat, a “make or break” new
possibility or risk, a gain or a loss, or both simultaneously. Most crises
are part of the normal range of life experiences that most people can
expect, and most people will recover from crisis without professional
intervention.
• However, there are crises outside the bounds of a
person’s everyday experience or coping resources
which may require expert help to achieve recovery.
Types of crisis Developmental crises: These are the
transitions between the stages of life that we all go
through. These major times of transition are often
marked by “rites of passage” at clearly defined
moments (e.g., those surrounding being born,
becoming adult, getting married, becoming old.
• A psychological crisis is a brief, non-illness response to severe
stress. When maladaptive responses to crisis are detected,
crisis intervention is employed to achieve a more adaptive
resolution and amore effective learning experience. ä
Psychiatric services cannot provide the entire range of crisis
interventions required in our society. As communities, we
should be encouraged to “look after our own” partly through
a network of formal and informal crisis support structures.
• General practitioners and others in a good position to do crisis
intervention require higher levels of awareness of and training in its
uses, with support from specialty services. Crises can precipitate or be
a consequence of mental illness. Evidence is emerging for the
importance of early detection and intervention for young people who
may be developing signs of mental illness or suicidal intention for the
first time, which may manifest as a life crisis. If there is a potential or
existing mental illness, good outcomes are more likely to result from
good teamwork between general practitioners, other clinicians and
specialist mental health services.
The organization and crisis
Summary of definition issues (unit one)
• Crisis
The problem with the term ‘crisis; is that it is used in different ways by
different professions. In a general sense, the term implies an
undesirable and unexpected situation that possesses latent harm to
people, organizations or society. If it can be taken that systems are
normally not in crisis, then a crisis would be an abnormal event
(Almond et al., 1973). Although this is more obvious in stable systems,
it also applies to systems that are normally chaotic and which operate
in crisis-mode – the aberration is just bigger or more apparent
• What is a Crisis?
• Three elements are common to most definitions of crisis:
• A, threat to the organization,
• B, the element of surprise, and
• C , a short decision time.
• Normal-Mode definitions of Crisis The Harvard Business School
definition states that a crisis is: “a change – either sudden or evolving
– that results in an urgent problem that must be addressed
immediately” (Luecke and Barton, 2004).
• It is also true that business consultants like to focus on negative
aspects to enhance the attractiveness of their solutions: “any event
that can seriously harm the people, reputation, or financial condition
of an organisation” (Barton, 2007).
• “an unstable time for an organisation, with a distinct possibility for an
undesirable outcome” (Devlin, 2007)
• “any prodromal situation that runs the risk of:
• 1) escalating in intensity;
• 2) falling under close media scrutiny;
• 3) interfering with the normal operations of business;
• 4) Jeopardizing the positive public image presently enjoyed by a
company or its officers;
• 5) damaging a company’s bottom line in any way” (Fink, 2002, Fink,
1986).
Common features associated with
organizational crisis:
• The situation sometimes
materializes unexpectedly.
• Decisions are required urgently
Time is short.
• Specific threats are identified
• Urgent demands for information
are received.
• There is sense of loss of control
• Pressures build over time .
• Routine business become
increasingly difficult.
• Demands are made to identify
someone to blame.
• Outsiders take an unaccustomed
interest.
• Reputation suffers .
• Communications are increasingly
difficult to manage.
Characteristics of crisis
CHARACTERISTICS OF CRISIS

1. Presence of Both Danger and Opportunity

Crisis is a danger because it can overwhelm the individual to the extent
that serious pathology, including homicide and suicide, may result.
Crisis is also an opportunity because the nature of the pain it induces
impels the person to seek help (Aguilera & Messick, 1982, p. 1). If the
individual takes advantage of the opportunity, the intervention can help
plant the seeds of self-growth and self-realization (Brammer, 1985, p.
95).
Presence of both danger and opportunity
cont…
• Individuals can react in any one of three ways to crisis. Under ideal
circumstances, many individuals can cope effectively with crisis by
themselves and develop strength from the experience. They change
and grow in a positive manner and come out of the crisis both
stronger and more compassionate. Other people appear to survive
the crisis but effectively block the hurtful affect from awareness, only
to have it haunt them in innumerable ways throughout the rest of
their lives. There are also those who break down psychologically at
the onset of the crisis and clearly demonstrate that they are incapable
of going any further with their lives unless provided with immediate
and intensive assistance.
2. Complicated Symptomology

•
Crisis is not simple; it is complex and difficult to understand, and it defies
cause-and-effect description (Brammer, 1985, p. 91; Kliman, 1978, p. xxi).
The symptoms that overlie precipitating crisis events become tangled
webs that crisscross all environments of an individual. When an event
reaches a fulminating point, there may be so many compounding
problems that the worker has to intervene directly in a variety of areas.
Further, the environment of individuals in crisis figures prominently in the
ease or difficulty with which the crisis can be handled. Families and
employees are among the salient entities that may directly affect problem
resolution and a return to stability. And when large numbers of people are
affected at the same time by a crisis, systemic involvement may occur, and
the entire ecological system of a neighbourhood, community,
geographical region, or country may need intervention.
•
3. Seeds of Growth and Change

• In the disequilibrium that accompanies crisis, anxiety is always

present, and the discomfort of anxiety provides an impetus for
change (Janosik, 1984, p. 39). Many times the dilemma is that anxiety
must reach the boiling point before an individual is ready to admit
that the problem has gone beyond control. One need look no further
than the substance abuser for affirmation of this point. By waiting
too long, the substance abuser may be so entrenched that a
therapeutic jackhammer has to be applied to break the addiction
down into manageable pieces. Even so, a threshold point for change
is reached, albeit in last-ditch desperation, where the abuser finally
surrenders to the fact that something must be done.
4. The Absence of Panaceas or Quick Fixes

People in crisis are generally amenable to help through a variety of

forms of intervention, some of which can be described as brief therapy
(Cormier & Hackney, 1987, p. 240). For problems of long duration,
quick fixes are rarely available. Many problems of clients who are
suffering from severe crises stem from the fact that they sought to
quick fixes in the first place, usually through a pill. Whereas the “fix”
may dampen the dreadful responses, it does nothing for the instigating
stimulus, and therefore the crisis deepens.
• Similarly within the some organization set ups some managers may
and do behave in a like manner.
5. Necessity of Choice

• Life is a process of interrelated crises and challenges

that we confront or not, deciding to live or not
(Carkhuff & Berenson, 1977, p. 173). In the realm of
crisis, not to choose is a choice, and this choice
usually turns out to be negative and destructive.
Choosing to do something at least contains the seeds
of growth and allows a person the chance to set goals
and formulate a plan to begin to overcome the
dilemma.
Universality and Idiosyncrasy

• Disequilibrium or disorganization accompanies every

crisis, whether universal or idiosyncratic (Janosik,
1984, p. 13). Crisis is universal because no one is
immune to breakdown, given the right constellation of
circumstances. It is idiosyncratic because what one
person may successfully overcome, another may not,
even though the circumstances are virtually the same.
Types of Crisis
Types of Crisis
• Financial Crisis
• Personnel Crisis
• Organizational Crisis
• Technological Crisis
• Natural Crisis
• Confrontation Crisis
• Workplace Violence Crisis
• Crisis of Malevolence
. Financial Crisis

• A financial crisis occurs when a business loses value in its assets and
the company can't afford to pay off its debt. Typically, this is caused by
a significant drop in demand for the product or service.
• In these cases, the company must move funds around to cover
immediate short-term costs. Then, they'll need to reanalyze their
revenue sources to look for new ways to generate long-term income
as well as increase their margins.
2. Personnel Crisis

• Personnel crises occur when an employee or individual who's associated

with the company is involved in unethical or illegal misconduct.
• Whether it's within the workplace or an employee's personal life, these
situations can result in a serious backlash against the company. Since the
organization employed or supported this individual, its lack of judgment is
reflected onto the company's reputation.
• In these cases, you'll need to identify the scope of the situation, determine
appropriate disciplinary action, and if necessary, provide a written or
verbal statement. It's important to first fully evaluate the situation and
determine how severely the individual violated your company's values.
Personnel Crisis (cont….)
• This will help you determine the right responsive action to take against the
convicted individual. Finally, if this situation has drawn media attention, you'll want
to be transparent to these outlets and inform them about the actions you're taking.
• Examples of a Personnel Crisis
• WeWork: One of the most compelling examples of a personnel crisis is the 2019
WeWork scandal. Adam Neumann, WeWork’s former CEO, stepped down after
overvaluing the company (lying about how much the company was worth) when
the firm attempted to go public.
• CrossFit: During the height of the 2020 Black Lives Matter movement, CrossFit’s
former CEO, Greg Glassman, said in a meeting that “he didn’t mourn George
Floyd’s death.” He also alleged that racism and police brutality were not systemic
problems. After issuing an apology, he stepped down.
3. Organizational Crisis

• Organizational crises are situations where

the company has significantly wronged its
consumers or employees. Rather than
creating mutually beneficial relationships,
these businesses use their customers as a
means of benefiting the company, or abuse
their employees to “save face.”
The three types of organizational crises are:

• Crisis of Deception: This type of crisis occurs when a company

knowingly lies about public-facing product information or tampers
with public-facing data.
• Crisis of Management Misconduct: This type of crisis is a result of
management willingly and knowingly engaging in illegal activities.
• Crisis of Skewed Management Values: This type of crisis results when
senior leadership emphasizes short-term financial gains over social
responsibility and neglects the interests of stakeholders such as
customers and employees.
organizational crises (cont.)
• Examples of misconduct include withholding information, exploiting
customers, and misusing managerial powers.
• Changing company culture is the best way to address organizational
crises because these problems are typically caused by employees who
neglect customer needs. Embracing an organizational culture that's
dedicated to customer success can reduce the chances of
encountering an internal crisis. Additionally, you should proceed to
hire employees who are closely aligned with your company's values.
4. Technological Crisis

• In today's tech-driven age, businesses heavily rely on technology to

perform day-to-day functions. So, when that technology crashes, they
have a lot more to worry about than a few missing emails.
Ecommerce sites and software companies can lose millions of
potential leads if their servers suddenly break. That's not only a huge
loss of potential revenue, but it's also a major hit to the product or
service's reputation.
Technological Crisis (cont …)
• The first step to managing these crises is to work with your IT or tech
provider to resolve the issue immediately. Your primary concern
should be to prevent the issue from affecting any more customers.
• Once your software is back online, the next step is to work with your
internal resources to determine what happened to your system and
set up safeguards to prevent it from occurring again. Boost up your
customer service and customer support teams to make sure they're
ready to handle a sudden spike in calls from
angry or confused customers.
5. Natural Crisis

• If an earthquake destroys your office, you might call that a crisis.

While it may be rare, natural disasters like hurricanes, earthquakes,
and tornados can make a significant impact on your business. If your
company is located in an area that's exposed to extreme weather,
you'll need to prepare an emergency response in the unfortunate
event that you're affected.
• The best way to handle natural crises is to be proactive. Build your
office in a structure that's resilient to weather in your area and
prepare an evacuation plan in the event of an emergency. It will also
help to prepare a contingency plan for business operations in case
your offices become unavailable.
Natural Crisis (cont …)
Examples of a Natural Crisis
• COVID-19: The COVID-19 pandemic impacted not only businesses but
organizations and families alike. While it took the world by surprise,
many businesses built remote work and/or health protocols into their
operating model to keep employees and customers as safe as
possible.
6. Confrontation Crisis

• A confrontation crisis can arise in any number of ways. Your employees

may fight. A disagreement may spiral out of control amongst senior
leadership. Or, public discontent with your firm can result in a public
outcry. In all cases, the parties involved are looking to get their demands
met. This may result in a public boycott or resignations empasse.
• To handle a confrontation crisis, first validate the concerns of those who
are confronting you. It’s important to recognize that if they were led to
this point, the issue must be significant. Next, review the demands, if any,
that the parties have issued. Can you effect change that results in those
demands being met? If not, then carefully and tactfully state the reason
you can’t.
Confrontation Crisis (cont…)

• If the confrontation crisis is happening internally, use conflict resolution skills to defuse the
situation before it escalates further.
• Examples of a Confrontation Crisis
• Hollywood Foreign Press Association: In 2021, the Hollywood Foreign Press Association
faced a boycott because of the lack of diversity and inclusion in the organization. More than 100 of
Hollywood’s publicity firms said that they’ll tell their clients, most of whom are famous stars, to not
attend the Golden Globes or other HFPA events unless the organization is reformed.
• In a public statement, the HFPA said, “As a demonstration of our commitment, the board has
unanimously approved a plan to increase membership to a minimum of 100 members this year,
with a requirement that at least 13% of the membership be Black journalists.”
• Target: In early 2021, a California Target location was subject to a protest after the store’s security
wrongfully accused three Black teens of shoplifting. According to The Los Angeles Times, Target
issued a public apology, saying that it “fired a security staffer and would require that other
employees at the store retake mandatory security and racial bias training.”
7. Workplace Violence Crisis

• A workplace violence crisis occurs when a current or former

employee commits violence against other employees.
Unfortunately, these crises can come on suddenly, and it
could be difficult to act before it escalates further or
becomes fatal. The best course of action, especially when de-
escalation isn’t possible, is to involve law enforcement as
quickly as possible. If an employee was harmed, send the
employee immediately to the nearest hospital to get medical
help.
Workplace Violence Crisis (cont …)

Examples of a Workplace Violence Crisis

• Molson Coors: In February 2020, a Molson Coors brewery employee
brought a gun to the workplace and opened fire, killing five people.
Gavin Hattersley, Molson Coors’ chief executive, said in a statement, “I
am devastated to share that we lost five other members of our family
in this tragic incident. There are no words to express the deep sadness
many of us are feeling right now.”
8. Crisis of Malevolence

• A crisis of malevolence occurs when a firm’s opponents use criminal

or illegal means to destabilize a firm, harm its reputation, extort it, or
even destroy it. Examples include tampering with a company’s
product to create large-scale harm, using a company’s products in
illegal or unaccepted ways, or hacking into a company’s system to
steal encrypted data.
• General examples of this type of crisis include cybersecurity threats,
hacking, kidnapping, spreading of false rumors, and product sabotage
— all with the objective of harming an organization, its stakeholders,
and its public image.
Crisis of Malevolence (cont …)

• When dealing with a crisis of malevolence, first secure

your employees’ and customers’ safety — whether by
involving law enforcement, patching a cybersecurity
risk, or recalling a product that has been tampered
with. Next, address the perpetrators, when possible,
through legal means.
Crisis of Malevolence (cont …)

• Cow & Gate and Tesco: In 2020, the food manufacturer Cow & Gate
experienced a crisis of malevolence after its baby food jars were
subject to tampering. In response, it immediately recalled the
affected products, and in late 2020, a man was
apprehended and charged for the crime.
Examples 2 of a Crisis of Malevolence
• Accellion: In December 2020, Accellion, a file transfer service, was
subject to a sophisticated hacker attack that exposed data from
several organizations, including Harvard and Kroger. The attack
exposed the Social Security Numbers of Harvard students and Kroger
pharmacy’s customer base.
Examples 2 of a Crisis of Malevolence
(cont …)
• In a statement, Accellion said that it “alerted all 320 potentially
affected customers with multiple emails beginning on [December] 22
— and followed up with emails and phone calls.” Accellion put a patch
in place to prevent the further leaking of data and gave customers the
option of canceling their subscriptions.
• Now that we've identified a few situations that could affect your
business, the next step is to understand the different management
types that are used to address crises.