60 seconds on… Handling a crisis
By failing to prepare, you are
crises are the same. It could be a world
preparing to fail
event that keeps tourists from travelling,
a fire that damages your premises or a
London attracts visitors from all over the
technology crash that erases all your
world. The city’s international profile is
booking and customer contact
something to celebrate but it also means
information. How you prepare for a crisis
London’s tourism is vulnerable to world
and how you deal with it determine how
events. The experience of recent years
well your business survives. There are
shows how quickly such events can
two processes to consider:
impact on tourism. At some time in the
future there will be another event that
• Business Continuity Planning is the
causes visitors to stay away from
process of identifying what might go
London, from your area and from your
wrong in the future and checking that the
business. A well thought out plan of
business will be able to cope. This can
responsive action could be the difference
involve planning alternative suppliers, full
between survival and failure.
insurance cover, off-site data storage etc.
The best way to handle a crisis is to be
• Crisis Management is the process that
prepared and to act quickly. No two
kicks in as soon as something has gone
wrong. It focuses on the critical issues in
Business as
stages such as the first 24 hours, the
Usual toolkit next seven days and the development
of a recovery plan. It covers issues like
handling the police and emergency
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services, the press, staff and customers.
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