Not knowing who is in charge of managing the company response.
Feeling that you are unprepared to handle the crisis or losing control of the situation.
Not understanding the crisis plan, or knowing where it is and who owns it.
Worrying that you don’t have the right data to inform the decisions you need to make today.
Dealing with uncoordinated or competing internal priorities that can lead to internal or external miscommunications.
Succumbing to stakeholder pressures to take immediate action before the full picture is clear.
Neglecting critical stakeholders—including employees.
Losing authenticity and credibility because of mixed messaging or negative public sentiment.
Identifying longer-reaching risks and impacts.
Not knowing which experts to call.
Review crisis and business continuity plans.
Establish a core crisis team to coordinate response efforts and define objectives.
Identify functional workstreams and align activity with response objectives.
Determine strategies for engaging with key internal and external stakeholders.
Base the immediate response and communications on established facts.
Develop different scenarios and put them to the test in order to prepare for unknown variables surrounding the outbreak.
A major consumer financial data company publicly announced a significant data breach and sought support on various fronts related to crisis management, data security, business operations and strategy. The company needed to develop a response strategy for the immediate incident, while also engaging with regulators, customers and business partners about their plan to transform their security system to address longer-term business concerns.
PwC assisted the client with a host of response activities, including by helping them design and execute a stakeholder engagement strategy to align relevant business customers with the scope, impact and remediation plan that the company had developed.
Planning and capabilities review
Current state assessment and remediation roadmap
Crisis scenario planning
Exercises and simulations
Response team mobilization
Strategy and governance model
Stakeholder engagement strategy
Operational response and fact-finding support
Recovery strategy and “looking around the corner”
Crisis program build and enhancements
Employee training and plan socialization
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