1. PUTTING CRISIS MANAGEMENT TO WORK: AN EXPERIENCED VIEW John DiNuzzo Vice President Enterprise Business Continuity Freddie Mac March 18, 2008

2. Enterprise Business Continuity 2 HURRICANE KATRINA (2005) Strikes Louisiana, Mississippi, Alabama on Monday (August 29) Media focus on rescue of/relief for victims Friday (September 2): reverberations –Holiday weekend –Fuel shortages –Katrina refugees

3. Enterprise Business Continuity 3 HURRICANE KATRINA: KEY LESSONS Anticipate effects of a crisis comprehensively. Live with government decision-makers, if possible. Always keep “human factors” at the forefront of your response.

4. Enterprise Business Continuity 4 MANHATTAN PLANE CRASH (2006) Mid-afternoon, Wednesday (October 11). New Yorkers fear the worst. Initial media reports heighten anxieties. For nearly an hour, people begin to flee.

5. Enterprise Business Continuity 5 MANHATTAN PLANE CRASH: KEY LESSONS Company leadership must provide information quickly, accurately, and repeatedly. Get to know key government agency officials – access and support them during incidents. Be sensitive to employee’s experiences with tragedies.

6. A crisis is the ultimate stage for a continuity program to demonstrate its value. BE SURE YOU & YOUR GROUP ARE READY TO PERFORM. If you’re an effective manager, you have the capacity to be an effective crisis manager. KEEP YOUR COOL DURING CRISIS SITUATIONS— REMIND OTHERS TO USE CONTINGENCY PLANS AND TO PLAN AHEAD.