They need to solve the problem, handle the media and the public's perceptions and, oh, by the way, keep the company running. To do that, they need information. When unexpected events occur, tempers flare and stress levels soar. No one is operating at optimum mental capacity. That's when the CIO needs to step in.
Information helps cut through the confusion and keeps the business running.
We talked with IT professionals and consultants who've dealt with crisis in both theory and practice. With a team and a plan in place, you can work wonders. Experts agree the team must be multidisciplinary and have representatives from IT, operations, public relations, human resources and security. The CIO should not head the team, suggests Barbara Reagor, senior director of risk management solutions at Bellcore. We look at the CIO as being the team champion, not the team leader.