Information Management

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Moh Heng Goh

Information Management and Decision MakingIC_CM_Information Management

The Command Centre is ultimately a centre for information management and decision-making. The primary purpose is to gather and process all of the information required to plan for and respond – quickly and effectively – to potential incidents.

Monitoring in Command Centre

Proper information management and monitoring can help CM Team and CCO Team in creating, organizing, exercising and executing their CM plans.

While CM plans often end up in binders or files, a good information management system can make plans and supportive materials readily available to everyone.

The following functions should be performed:

  • Event Evaluation;
  • Incident Logging;
  • Team Tasking;
  • Resource Deployment;
  • Status Boards;
  • Executive Briefings; and
  • Documentation

Track Event Information

An organization's command centre will manage response and recovery operations during a crisis by collecting intelligence to manage and control event information and response activities.  

Information Flow and Tracking

Typically, the information flow (Figure 19-1: Command Centre Information Tracking) will look something like this:

  • Receive information from different sources and interested parties
  • Notify possible disruption by stakeholder (Information Feed)
  • Sent alert message to the Command Centre
  • Evaluate alert message by CCO Team Members
  • Open Incident Log to track each event
  • Use checklists to implement CM and IM procedures
  • Assign tasks according to plan
  • Track resource allocation and task performance in the log
  • Update and brief status to stakeholders


Figure 19-1: Command Centre Information Tracking


Characteristics of Monitoring Function

All of this information will need to be managed and documented. 

The CCO Team Leader needs to provide a robust command, control, and monitoring function and this function should:

  • Be easy and efficient to use
  • Collect failure information to allow rapid and early response
  • Track multiple incidents and resources
  • Communicate activities across the enterprise
  • Provide documentation capability

Purpose of Operations Log

The Log is:

  • A management tool throughout an incident.
  • Used following the incident to establish the procedures that were followed or modified, and the results of all such actions.

Manage Information

Activities (Within the Command Centre)

Process Incoming Information

Gather incoming messages, categorize, process, and display to optimize decision-making.

Provide Assessment on Criticality of Incoming Incident

Make initial assessment by CCO Team as to whether the information is indeed an emergency incident.

Log Crisis Operations

Post incident on Operations Log once the incident is determined as a disruption or an emergency incident.

Execute Incident Response

Determine the type of CM and IM plan response and prioritize the appropriate triage response.

Execute with No CM Response Plan

Activate a plan with similar types of response activities if no IM plan has been prepared.

Implement with a Checklist (previously established best practices for responding to this type of an event)

Activate, cross reference and modify the checklist which responding to the incident.

Check completed tasks from the Operations Log when information flows back to the Command center.

Create Central Repository of Actions

Log all actions were taken and resources utilized in responding to the incident in a central repository.

Track Resource Utilization

Throughout the entire response operation, all activities and resource utilizations are tracked against the response and recovery plan and the operating procedure checklist.

Track Task Performance

Each performance tracking and movement towards completion of the task are, once again, provided as feedback into the incident being managed and the Operations Log.

These tasks will be tracked from their initiation through their completion and the ultimate closure of the entire incident.


A Manager’s Guide to Implementing Your Crisis Management Plan


Goh, M. H. (2016). A Manager’s Guide to Implement Your Crisis Management Plan . Business Continuity Management Specialist Series (1st ed., p. 192). Singapore: GMH Pte Ltd.

Extracted from Information Management




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