Managing the Victim Dimension of Large-Scale Disasters

The most volatile component of all crisis response is victim management. Failure to promptly, humanely, and empathetically see that victims' needs are met will eclipse an organization's response, and even a flawless response will be remembered for its angry survivors, relatives, public officials, sometimes competitors, but almost always the critics. The two most crucial ingredients of crisis management are effective and accurate communication and then prompt resolution of the issues surrounding vic- tims. This paper familiarizes and sensitizes technical expert readers with the extraordi- nary impact and emotional power victims bring to any crisis situation. Some important techniques and approaches are discussed, including the nature and causes of victimiza- tion and why victims have so much power; the behavior of management and its advisers that triggers, initiates, or prolongs victimization; what victims feel and why they tend to act and remain so upset; and what victims need—validation, visibility, vindication, and extreme empathy/apology—along with constructive strategies that can resolve these different situations quickly and often avoid litigation.