Crisis Management in a Team Site

Have you ever been involved in a product recall or another crisis? If yes, you will know that this is a stressful time! A recall is very important, it has to be dealt with NOW, and it has to be dealt with correctly to avoid risk, and all on top of your normal work. Everything that can relieve the stress is more than welcome.

What was the problem?

One of our larger countries had occasional recalls. It did not happen too frequently, fortunately, but it was a real hassle when it occurred.  There was an official procedure, and many people from different departments and external partners were involved, lots of documents were being sent in various formats and versions. Since people were in a stressful mood, they did not want to spend time on thinking.
The briefing was:

  • make all essential information as easy to find, read and edit as possible (not everyone was Team Site savvy, especially the external partners, and everyone was hurried)
  • avoid sending documents and emails back and forth – but notification emails are welcome
  • have the option to archive the generated information for legal reasons and for learning
  • make it re-usable

What is the solution?

We have set up a Team Site collection, with a templated subsite for every recall. The subsite can be created from the top site by the process owner without any help from the intranet team – he has Site Collection admin rights, a rare gift 😉
The site is set up to deliver maximum info with minimal effort. The process owner only has to check and update the  Team Members list which is in the template.  The email addresses are displayed in the list so process owner can copy these and give access to all in one step.
Next to that, there is an ongoing Live Meeting to be used exclusively for emergencies. The access information is  incorporated in the template.

The Homepage displays the essentials:

  • Announcements
  • Picture of the product and the problem, if it can be visualized
  • Last 5 documents
  • Actions assigned to me
  • Decisions taken
  • Links to set Alerts (all changes, immediately) to Announcements, Documents and Actions/Decisions
  • Content editor web part with information for the  Live Meeting
  • Content editor web parts to inform people how to work in the site

First I created a sort of wireframe, to test if we could display all the most important information on one page. 

Wireframe. The items in red contain the most important information.

We decided not to display two lists: the Evaluation (survey), which was only used at the end of a recall, and the Expense Declaration form, which was only used by a few individuals. The process owner will announce the path or link to those lists when necessary.
When a recall is finished, the process owner removes all users except himself and the designated legal person, and stores the site for the legally required period.

This is the final setup:
Recall Subsite Homepage

What are the benefits?

After the first recall that was managed in this new setup, all team members were very positive:

  • The Alerts mean that people receive many emails, but smaller in size and they do not need to be stored, since the actual information is in the site.
  • The Alerts ensure that everyone receives the same information – nobody is accidentally left out of an email.
  • Sharing everything in one Team Site creates one official version-controlled dossier  instead of various personal ones. This saves everyone time and stress and creates confidence.
  • The Live Meeting allows  people to discuss anytime from anywhere, saving time and travel. (especially since you need to meet at least once a day)
  • The evaluation survey and the expense declaration are now online, and no longer in individual documents. This saves time in aggregating the results, and creates instant transparency.

This is in fact a very simple setup, without any complicated lists or workflows. The most time-consuming part was making sure that a new subsite copied everything correctly, so it was ready to use instantly. I had to make some sacrifices, e.g. display the lists and libraries and train people to set an Alert, rather than displaying the direct links to the alert pages.  But because it is tailor-made for the situation and can be used almost instantly, it is a real time- and stress-saver!
Further improvements are possible, like using an Issue List for the required log, but at the time it was too complicated for the users.

Have you used Team Sites in a similar way? Please share your examples!

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