Crisis Management and

Information Technology

Presented by: Jesse Kedy

© 2009 Jesse Kedy
 Overview
Objective: Be able to discuss the following

9 Characteristics of a Corporate Crisis 
9 Crisis Management Communication Goals
9 How to Plan for IT Crisis Management 
9 Various Tools Available for IT Crisis Management

© 2009 Jesse Kedy
 Characteristics of a Corporate Crisis
(SELL PISS)

o Surprise 
o Escalating Flow of Events 
o Lack of Information 
o Loss of Control 
o Panic 
o Intense Scrutiny (mainly external)
o Short Term Focus 
© 2009 Jesse Kedy
 Company Objectives
Preserve:
Short Term
o Normal IT Operations
Long Term
o Reputation & Credibility (of Company/ Division)

o Image  (of Company / Brand)

o Healthy Relationship with Environment
© 2009 Jesse Kedy
 Communication Features of
Successful Crisis Management

o Timing What companies do and say…
o Initiative Reach out early and often.
o Responsibility Don’t deny it but don’t always accept it
o Openness Within company and with stakeholders  
o Consistency When the company is at stake, have one 
voice.
o Honesty The best policy

© 2009 Jesse Kedy
 IT Risks

Internal
o Technical Failures: Internal System Crash
o Human Error: Pouring Coffee on a Mainframe
External
o Intentional: Hacking/ DoS Attack/ Virus
o Human Error: Service Provider Crash (Electricity; IT; 
Security)
o Outsourcing is an IT and Security Risk

© 2009 Jesse Kedy
Planning for IT Crisis Management
Top 10 Tips to Help you Prepare for an IT Crisis

1. Appoint Chief Security Officer

2. Appoint IT Crisis Response Team & Rehearse

3. Recognize all Internal/ External Risks

4. Search for Weaknesses

5. Determine Priorities (Short vs. Long‐Term)
© 2009 Jesse Kedy
 Planning for IT Crisis Management
Top 10 Tips to Help you Prepare for an IT Crisis (Cont)

6. Learn from Others

7. Develop Specific Plans and Stick to Them

8. During Crisis – Log Everything!

9. Plan to Communicate: Keep People Informed

10. Be Prepared not to be Prepared

© 2009 Jesse Kedy
 Crisis Management Tools

Operations
o Web‐Based Crisis Management Systems
o Electronic Data Vaulting and Recovery Systems
Facilities
o Central Station Alarms
o Emergency Power Generation
o Fire Suppression
Personnel
o Personal Data Assistants
© 2009 Jesse Kedy