There is often criticism about how, or how quickly, a company or organization acts in a crisis. Yes, companies need to be prepared for scenarios with a risk management and response plan -- however there are very often complexities around incidents that impact the response. Does the NFL have a protocol for a player injured on the field and taken away by ambulance? Very likely. Did they anticipate and practice how to respond if a 24-year old seemingly healthy player suffers cardiac arrest after a play? I'm guessing not. Think of Captain "Sully" Sullenberger and the UA flight 1549 -- a master class in the concept of taking human factors into account in a crisis. Responses can and should be anticipated and prepared...but execution is not robotic.
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