Is a Shooting a Business Continuity Problem?

Yesterday's tragic shooting in a Portland, Oregon mall has once again brought workplace shootings into perspective. While as of this writing we do not yet know the identity of the shooter, his motives or background, what we do know is that these events are far too common.

And yet, many times, companies do not respond to these events adequately, which results in loss of business, and sometimes even bankruptcy. Malls are basically concentrated centers for small businesses retail shops, and while many would not characterize what happened in Oregon on par with a Hurricane Sandy, they each require a very similar response via a disaster plan.

Workforce

In yesterday's shooting, there were thankfully few victims, and none of whom worked at the shopping mall. However, there is a fairly significant chance there will be psychological casualties. A traumatic experience, especially one involving life and death can have short and long-term psychological effects, which can result in additional absenteeism, stress, and long-term anxieties and phobias.

A disaster plan will have enumerated a clear method for the Employee Assistance Program to link up with affected employees. It also will identify security vulnerabilities which otherwise might have been ignored, and how to fill temporary employment gaps, and will provide strategies for dealing with the families of employees who may be injured or killed.

Customers

My brother is the managing director of a business located in that Oregon mall. He was telling me today that law enforcement will finally allow him a chance to go into his office, nearly 24 hours after the event. His primary responsibility, he said, was to contact each of the clients on the list and reschedule their
appointments.

The challenge goes beyond simply rescheduling people, however. He will have to reassure people that the store is safe and secure, and is not stuck with a negative stigma stemming from the violence. One survivor from yesterday's events put it perfectly: "I moved to Portland to be safer."

No one thinks that going to see a Batman movie, going to math class, or shopping at the mall would result in a serious confrontation with the fragility of life. Therefore, when that illusion is broken, it is the responsibility of the business to attract people back to their brand or their location.


While it is unlikely that his or any of the other retail areas will go out of business as a result of this incident, there are many stores victimized by a shooter that do not survive. Stores and others have to be careful how they market and re brand themselves that is respectful to the victims, and assures that they will remain in business. Disaster plans are documents that provide step-by-step methodologies for doing this.


Leadership

When a crisis like this occurs, it is critical that senior management be kept involved in what is happening on the ground. During the 1997 North Hollywood Shootout, which occurred at a Bank of America, senior bank managers and leaders scrambled to contact law enforcement and their employees to get situational awareness.

Any disaster plan covers this scenario. It is called the Continuity of Operations Plan. If your business is affected, this plan helps tap into the company's resources and assistance so that they can be utilized in the most efficient manner possible. Companies that try to simply "wing it" invites miscommunication and bad assumptions at a time when the business needs to be its most efficient. Only a disaster plan provides this kind of protection.

Conclusion

The events yesterday at the Oregon mall are tragic and will certainly be remembered by the families of those affected for the rest of their lives. Those who sought to save lives and prevent further carnage should be applauded for their efforts.

As business owners and leaders, we should treat events like this as we would a Hurricane Sandy or a tsunami: with confidence and
efficiency detailed through a disaster plan. It is the surest way to Reverse Disaster.