On 10th Anniversary Of Boston Marathon Bombing, Several Crisis Management Lessons Still Resonate

The response to the deadly explosions that rocked the Boston Marathon 10 years ago today yielded important lessons about managing and communicating about a crisis that continue to resonate. The lessons provide important and timely reminders for corporate executives about the best practices for preparing for and responding to a crisis at their organizations.

Leadership

Leadership contributed to an efffective response to the bombing, Richard Serino, a Distinguished Senior Fellow at Harvard University’a National Preparedness Leadership Initiative, said via email. He was FEMA’s deputy administrator when the bombing occurred, was on scene at the marathon at the time of the explosions, and was one of the architects of the response plan.

Serino said that researchers later identified five fundamental leadership principles that were at work on that tragic day, including:

• Unity of mission [the mission of those leading the response was to save lives]
  .
• The generosity of spirit and action.
• Staying in your lanes, do your job, and help others succeed.
• No ego—no blame. No one took credit for their combined success or pointed fingers when problems arose.
• A foundation of trust in others.

Preparation

“When a crisis happens, being prepared is my number one, most important recommendation,” Carla Bevins, an assistant teaching professor of business communication at Carnegie Mellon University’s Tepper School of Business, said via email.

“The Boston Athletic Association had a crisis communication plan in place and activated it immediately after the bombing. This allowed them to quickly communicate with stakeholders and share updates on the situation,” she observed.

Real-time Communication

The fast-moving nature of the Boston Marathon bombing meant that instantaneous communication was critical. “The Boston Police Department used Twitter to provide real -tome updates on the situation and share information with the public. They were able to quickly correct misinformation and keep stakeholders informed,” Bevins noted.

Collaboration

“There was a high level of collaboration among different organizations and individuals involved in the response to the Boston Marathon bombing. For example, the public provided important information to law enforcement agencies that helped to identify the suspects,” Bevins said.

Empathy

“In a crisis situation, it is important to show empathy toward those affected by the event,” Bevins pointed out. Boston Athletic Association not only held a ceremony to honor the victims of the bombing but also provided support to those affected. It is vitally important to communicate in a compassionate, empathetic manner during a crisis,” she counseled.

Analysis And Evaluation

An objective investigation into how a crisis was managed can yield important insights that can be used to improve responses to future crises.

In the wake of the Boston Marathon bombing government, academic, private editor organizations examines various specks of the crisis. This included a 130-page after-action report from the National Policing Institute and studies by Harvard, Department of Homeland Security, National Institutes of Health, and others.

Next Steps

Bevins said business leaders can apply the lessons by:

• Making crisis preparedness a priority
• Establishing clear lines of communication when a crisis occurs
• Seeking expert advice ahead of time
• Being transparent and honest with all stakeholders:
• Prioritizing the well-being of stakeholders during and after a crisis:.
• Monitoring and adapting as needed throughout the crisis:

“By taking these steps, business leaders can develop effective crisis communication plans and use the crisis communication lessons learned from the Boston Marathon bombing to respond effectively to crises that they may encounter in the future,” she concluded.

Silver Lining

In the aftermath of the bombing, Serino said several important initiatives were created, including.

• A national awareness “Stop the Bleed” program to educate people on the proper use of tourniquets.
• Recognition of the impact of the trauma (mental health) on first responders, families, and the community.
• The launch of “One World Strong,” organization that encourages survivors of terrorist-related attacks to help survivors of similar events.
• Development of a “Swarm Leadership” paradigm by Harvard's National Preparedness Leadership Initiative after it studied the actions and decisions of those who responded to the bombing.