The first hour of a business disruption: a practical response guide.
The first hour is rarely the time for a perfect diagnosis. It is the time to protect people, establish control and make reversible decisions using the best verified information available.
0–10 minutes: protect people
Follow emergency service directions and site procedures. Account for staff and visitors where it is safe to do so. Do not ask people to protect property, investigate a hazard or restore technology at personal risk.
10–20 minutes: establish command
Activate the relevant plan and confirm who is coordinating the response. Open an incident log. Record what is known, what is assumed, actions taken and the time of important decisions.
20–35 minutes: assess business impact
- What resource or capability is unavailable?
- Which critical activities are affected now or likely to be affected next?
- How long can each activity wait?
- What workarounds are safe and authorised?
- Which specialist contacts are required?
35–50 minutes: communicate with control
Tell staff what they need to do and which channel to use. Prepare concise messages for customers, suppliers or landlords where needed. Separate confirmed facts from estimates and set a time for the next update.
50–60 minutes: set the next decision point
Confirm immediate owners, priorities and outstanding information. Decide when the response team will reconvene and what would trigger escalation, closure, relocation or external advice. Continue the incident log and preserve relevant records.
Sources and further guidance
Australian guidance used in preparing this article. General information only; obtain advice for your circumstances.