Crisis Management—Don’t Forget the People
http://www.iabc.com/cwb/archive/2004/0504/crisismanagement.htm

Perl, David
Communication World Bulletin
2004

Abstract:

In the past, business continuity and crisis management focused on tangible assets, especially post-crisis recovery of systems and data and reestablishment of facilities and services. This all changed in the aftermath of 9/11, when it became obvious that the human factor was as critical as the technology and the buildings. Watching the suffering of the people affected by the Madrid bombings has reinforced the need to ensure your contingency plans address the people involved.