Lessons from Optus: Beware of ‘natural’ crises, and never describe the obvious as unexpected

Every organisation, of whatever size, faces the risk of ‘natural’ crises.

These are not crises caused by natural disasters but arise from the identified crisis risks particular to your specific industry. 

If, for example, you are in the food business – whether you are a major manufacturer or a family-run restaurant – one of your natural crises might be an incident or allegation of widespread food poisoning.

If your company handles dangerous or flammable chemicals, your natural crises would include spills, leaks, fires and explosions.

If you are processing confidential customer information one of your natural crises would be cyberattack or exposure of sensitive data.

If you are a retailer handling high-value goods you would be very conscious of the risk of after-hours breaks-ins. 

If you are in the transport business – perhaps as an airline or a trucking company or a bus operator – one of your natural crises would be an aircraft crash or a vehicle caught up in a major road disaster.

For an aged-care facility or hospital, it might be the risk of a serious outbreak of infection.

All of these ‘natural’ crises have been in the headlines in recent times, yet...