What are the steps involved in preparing emergency response guidelines?

The core logic of compiling emergency response guidelines revolves around "being usable, easy to use, and really helpful when something goes wrong." There is no completely unified standardized process in actual operations. The core links cannot include the major modules of risk assessment, framework construction, content filling, verification and calibration, and dynamic iteration. Different industries have different priorities.

Many novices look for template sets online, and nine and a half times out of ten they have to deal with pitfalls. When I helped the street revise the community fire emergency guide two years ago, the initial version was based on the template set for newbies. There was half a page of laws and regulations, and then it was written "All residents should evacuate to the community square within 3 minutes." We followed the grid workers for three days. When I first arrived, I realized something was wrong. There were 27 elderly people living alone with limited mobility in two old buildings in the community. The stairs were so narrow that it would take 10 minutes, not to mention 3 minutes, to help people down safely. Also, the fire exit at the southwest gate of the community was always blocked by private cars picking up their children during the morning and evening peaks. I didn’t know these basics, so the guide I wrote was just a piece of waste paper posted on the wall.

After figuring out the risk base, don’t rush to fill in the content. You must first build a framework that suits the usage scenario. This is also easily overlooked. For example, if you are making an emergency guide for hazardous chemicals leakage in a factory, you must put the highest-priority operations such as "shut down material valves as soon as possible and evacuate people in the downwind direction" at the beginning. Don't make any general principles or compilation basis that occupy the front position. When front-line workers turn to the guide when an accident occurs, they must see what they have to do at the first glance. ； If you are making a system crash emergency guide for an Internet company, the highest priority should be the contact information and permission description of each node. If the payment system collapses, no one will bother to look at your previous compilation purpose.

Filling in the content is only half of the process. If you omit the verification and calibration step, there is a high probability that something will go wrong. First of all, you have to find practical personnel who are on the front line every day to find mistakes. For example, the hospital's public health emergency guideline has to be reviewed by emergency nurses, security guards, and cleaning staff. Don't forget that you wrote "fever cases should be transferred to the fever clinic as soon as possible", but it turns out that the transfer route does not mention that the transfer route should avoid the waiting area of ​​the general clinic. After picking up the mistakes, you still need to conduct practical deductions. I have been in contact with an e-commerce company before. When writing the emergency guide for server failure during a major promotion, I slapped my head and wrote "switch to the backup node within 10 minutes." As a result, the first deduction was stupid. The operation authority of the backup node was only in the hands of an operation and maintenance officer who had resigned. The whole team struggled for more than 40 minutes to figure it out. If something happened during the big promotion, the loss would be at least seven digits.

There is actually a lot of controversy over the granularity of the guidelines in the industry. One group believes that the more detailed the writing, the better, and the operational standards are stuck at every step. For example, in the case of extreme rainstorm emergency, it must be clear that "the bridge will be closed immediately if the precipitation exceeds 50mm." Scenarios with zero error tolerance, such as hazardous chemicals disposal and civil aviation emergencies, mostly follow this idea.； The other group believes that there are too many variables in grassroots emergencies and that sufficient flexibility must be left for front-line responders. The bridge is also closed during heavy rain. If there are pedestrians and vehicles trapped on the bridge at that time, a hard-to-standard road closure will delay rescue. There is no absolute right or wrong between the two ideas. The core depends on the scenario in which the guide you make is used.

Finally, don’t forget that this thing is not permanent. It needs to be reviewed and updated at least every six months. A new fire station is built next to the community, the company has changed its operation and maintenance team, and a new batch of equipment has been installed in the factory. These changes must be updated simultaneously in the guide. If something goes wrong and you check it again, you will find that all the contacts in it have left their jobs for half a year, that will be a big trouble.