The Security Forum featured a special panel discussion with NTM clients sharing their company's response to the September 11 attacks. The panel took questions, shared anecdotes and explored strategies for potential future crises. Panel members were Isa Bartoli Sanofi ~ Synthelabo Jeff Roller Ceridian Peg Olson NRG Energy Belinda Muehlbauer Northwestern Travel Management (Moderator)

Security Forum Panelists Isa Bartoli, Sanofi - Synthelabo; Peg Olson, NRG Energy; Jeff Roller, Ceridian

Key lessons from September 11

1. Travel policy requiring booking through the designated agency allowed prompt and effective company communication. Agency consolidation made it possible for the travel managers on the panel to quickly determine, and then communicate the whereabouts of their traveling employees.
2. Suppliers, with whom a solid relationship had been built, facilitated information gathering and dissemination.
3. Travel policy changes regarding security should be directed to the simplest communication channel to travelers; probably the point of booking, whether online booking tools or travel agents.
4. A familiar, simple, corporate internal communication channel, such as the company Intranet, was very important. Strong communication avenues allowed distribution of vital travel information, and greatly improved the effectiveness of the travel department.
5. Disaster recovery planning is crucial. Travel managers who planned for emergencies (with the agencies and the internal travel department) were able to quickly react.

Unscripted, but appreciated, kudos were received from panel members regarding the fast response and professional assistance from NTM during the September 11 crises. The tireless work from agents in finding creative ways to get travelers home, and the comprehensive traveler location reports delivered on September 11, were mentioned specifically.

NTM Travel Manager Special Edition editor, Jim Stack