Navigating crises with confidence: Five ways strategic plans support crisis response

Some crises are short-lived, barging through our lives and routines, and before we can get a sense of what’s happened, we’re left dealing with the aftermath. But many crises build slowly, with many early warning signs, and once they’vehit their breaking point, panic and uncertainty overwhelm the ability of leaders to think clearly and mitigate negative consequences. In the aftermath of a crisis, leaders are often able to look back and identify missed opportunities that could have ultimately prevented such an incident.

It’s important for organizations of all kinds to have a crisis plan, but this is especially true for local governments and other public sector organizations. Unlike private sector companies, local governments are expected to provide vital information to the public during several threats, such as climate disasters, ransomware and cyber-attacks, political unrest and public health emergencies. These crisis response efforts require trustworthy, effective, clear communication with multiple stakeholders including emergency responders, health care providers, media and the public. Failure to communicate during (and respond effectively to) a crisis can result in tragedy—from confusion, panic, and economic impact to injury or loss of life.

While developing a plan in response to one specific crisis can be stressful, complicated and time consuming, most local governments already have an impactful tool in their toolbelt to support crisis response—a strategic plan.

There are several critical ways in which strategic plans can assist local governments in their crisis communications and response efforts. 

1. Focus on immediate needs.
By having a strategic plan in place, local governments can avoid the cost of reactionary crisis planning and can better dedicate time to both communicating with the public and executing actions that lead to recovery.

A comprehensive strategic plan can prevent two potentially damaging responses to a crisis: making decisions too quickly and without enough thought, or not making any decisions at all. Leaders should be prepared to make rational and calm decisions whenever possible. Eliminating at least some aspects of decision paralysis by providing plausible next steps goes a long way in a crisis, and a strategic plan does just that.

By establishing protocols for everything from information distribution, resource allocation and communications standards, strategic plans have already laid the groundwork for a crisis plan.

2. Maintain progress on long-term strategic goals.
A strategic plan determines an organization’s vision and goals for the future. Strategic plans also provide a framework for response efforts and ensure decisions (even those made in crises) ultimately support a community’s mission, vision and long-term strategic goals.

Without a strategic plan, a major crisis can easily derail a community’s progress toward specific goals and initiatives. While certain long-term plans may need to be temporarily suspended during or after a crisis, a strategic plan maintains a focus on strategic goals, so they are not completely neglected.

This is illustrated by how the pandemic has disproportionately impacted women. Women accounted for 54 percent of global job losses at the start of the pandemic, and instances of domestic violence rose. A strategic plan can help prepare a local government for the realities of existing issues becoming exacerbated, so when disaster strikes, they don’t lose significant ground.

Sometimes, a crisis can even present an opportunity to accelerate progress towards strategic goals. For example, many U.S. local governments are leveraging federal funding via the American Rescue Plan Act (ARPA) during the COVID-19 pandemic to accelerate activities to meet their strategic plan goals.

3. Build trust through transparent communication efforts.
Especially during a time in which national public trust is rapidly declining, building trust through transparency before, during and after a crisis is of the utmost importance. When things are uncertain, trust is a vital public currency.

Clear and timely communication during a crisis can provide residents with the information they need to make informed decisions and take necessary actions. This reduces confusion, fear and uncertainty, which ultimately erode trust in local government. Effective crisis communication can demonstrate that the local government is proactive, transparent and accountable in its crisis response. This also helps build confidence in the government’s ability to manage the crisis and protect the well-being of residents.

How crisis-related information is disseminated, and by who, can instill a sense of trustworthiness and forward momentum. Crises of all kinds are usually less damaging with effective crisis communication. Incorporating crisis protocols for distribution of information into a strategic plan can proactively establish a framework for crisis communications efforts, providing a comprehensive and transparent path to recovery.

4. Ensure an evidence-based, strategic approach.
Strategic plans will also begin to determine practices for resource allocation and emergency response. Following a strategic plan’s predetermined processes helps build the foundation for crisis response efforts and simultaneously ensures an evidence-based and ethical strategic approach in managing the crisis.

For instance, if a local government has an overarching goal to improve economic equity, residents of a lower socio-economic status will likely be disproportionately impacted by a crisis due to a lack of access to resources. Leaders can refer to a strategic plan to identify the communities in most need and thus allocate the necessary resources.

By proactively establishing these priorities and identifying areas and communities likely to be impacted, leaders can quickly move from the decision stage to active execution and alleviation.

5. Foster collaboration between departments, stakeholders and the public.
Many crises can have widespread consequences that affect not only particular departments but also governing bodies and the public. Stakeholders should already be engaging with the strategic plan so coordination and collaboration amidst a crisis will come more naturally.

Working cross-departmentally when responding to a crisis is critical. Referring to a strategic plan—before and during a crisis—helps ensure that all parties are aligned and working towards a common goal. This can reduce confusion, duplication of effort and delays. In these moments of intensity and panic, a strategic plan can create the structure needed to stay grounded and work across teams.

Preparing for the inevitable
It is impossible to prevent every crisis, but by leveraging strategic planning, government leaders can adapt when necessary, avoid crises when possible, and create realistic roadmaps for response and recovery.

Uncertainty is a part of life and crises can happen at any time. For local governments and public sector organizations, it is imperative to be prepared for when things go wrong.

A strategic plan can function as a compass through even the most challenging times. By establishing a routine method of communicating, local governments can keep their mission and vision at the forefront of all execution and planning. And through habitual engagement, local governments can develop a proactive, efficient and, importantly, effective method for managing the unexpected.

Mike Bell is founder and CEO of Envisio, the leading strategy and performance management software solution for local government. Bell founded Envisio with a vision to build trusted, transparent and high-performing public agencies.