The Myth of the Emergency

I worked at a large organization some time back, and when I started, I asked what the existing issue resolution plans were. I got a lot of blank stares. “What do you mean?” said one employee. I explained, “What do you do when there is a problem or critical issue?” “Well, you mean other than leadership running around with their hair on fire?” “Yes, other than that.” “Oh well, then nothing.” This got a good chuckle out of the other team members around the conference table.

“Yikes. Okay, well, I think we can improve that.”

The first problem in issue management is not having a plan. And by a plan, I mean an actual thought-through, written-down, executable series of actions that are used to respond to any and all situations. You’d be amazed at how many organizations do not have one.