Customer Reviews

Front Desk Security and Safety: An on-the-Job Guide to Handling Emergencies, Threats, and Unexpected Situations

5 star:		(3)
4 star:		(0)
3 star:		(0)
2 star:		(0)
1 star:		(1)

 

 

Here is an easy-to-follow guide for receptionists, security desk personnel, administrative professionals, or any employee in any organization who has initial contact with the public. These employees, the organization's public relations face, have increasingly become an integral part of emergency management efforts. Ms. Kildow's book builds a practical knowledge base for the reader by setting forth emergency preparedness concepts, explaining the bigger picture of emergency planning, and identifying where front desk personnel fit in the overall emergency/security program.
The chapter with specific emergency procedures is comprehensive, easy to follow, and incorporates the latest standards. Policy issues raised in Chapter 5 will give employers, as well as employees, pause for thought, and will help management understand the importance of making safety and security a part of the organization's formal culture.
The book includes an extensive glossary, a readiness assessment tool, and emergency procedures in a reproducible checklist format. Features of the book that are of particular value are the training materials, the tabletop exercise guide, and realistic scenarios. In lieu of instructor-guided formal sessions with exercises and drills, this book fills a training void found in many organizations.
The book, a tremendous economical value, is not just for front desk professionals. It is an outstanding reference or training manual for Emergency Management Directors; Safety and Security Directors; Emergency Response Team Coordinators, and others who have responsibility for managing emergency, safety, or security programs.

I highly recommend this book as it achieves something that is rare in Emergency Management and Business Continuity Planning (BCP). Anyone who has worked in the field, within a company or government agency or as a consultant, knows how difficult it is to help people understand why they should invest time and resources in BCP. This book makes it easy. It provides us with case studies that hit close to home, and therefore act as a vehicle to dive into this complex and difficult field. The author is to be commended.
Within an organization, all too often risk management is steeped in a "silo" approach. This book leads us step-by-step towards integrating all aspects of emergency planning. An important new aspect of this book is that we are guided to truly integrative risk management procedures, addressing them directly to the people who are responsible for developing a plan, designing, implementing, and evaluating it. The book covers a comprehensive spectrum of potential threats and addresses one of the most difficult aspects of disaster response - the communications plan and how to deal with distressed people and the media. As a consultant, I have widely used this book, and it is equally useful for corporate risk managers and public decision-makers. Most remarkably, the author has managed to make the material readable and understandable for those new to the field. Of special added value is the wealth of highly applicable assessment, planning, and exercise tools provided as an appendix. The book is an excellent roadmap.

Betty Kildow has provided a terrific tool to assist those who have the unenviable task of being what I refer to as 'the first brick in the wall.' Most organizations don't realize how important it is to provide sound and regular preparation of their administrative staff regarding emergency events. I find few organizations that even train their front desk personnel about how to record a phone threat. The FBI Bomb Threat cards are seldom seen under or near phones any longer. Why organizations put people in direct harm with little or no training, when these staff are the first person to be contacted the public, is still a mystery to me. If they had read this book I am sure many difficult and dangerous situations would be averted each day in this country.

In contrast to the single negative review of this book, found here on Amazon, I found the material very easy to comprehend. It was written with the perspectives and interests of the front desk staff, and not for a safety engineer or someone who puts themselves in a position of being an 'expert' in safety. Admin staff don't want to be preached at or bullied. They want ideas and mentors. I've seen the bullying types who practically threaten admin staff and leave them frightened or angry. This book provides the soft touch of guidance and advice. Any reader who thought this was a guide book for safety officers to hammer the lowest paid employees in a company had best look elsewhere. Ms. Kildow's approach is palatable to its intended audience. She doesn't need to use a club. She provides reason and support.

I recommend this book as both a professional emergency manager, with over thirty-five years of experience, and also as an employer who has had the responsibility for the well being of my employees. This book sits on my desktop and I share it with my clients at every opportunity. I also have provided copies to those on the front line who are friends and relatives. Thank you Betty for providing all of us with a tool to make the workplace safer for anyone working the front desk.

Sincerely
Rick Tobin
President/CEO
TAO Emergency Management Consulting

First of all, this book mentions nothing about safety. I am a safety professional and purchased this book because of the title. At first, I was disappointed. But after reading it from cover to cover, I was appalled at its inaccuracies and at its misinformed advice that can actually cause grave injury in an emergency situation. The author contradicts herself in at least two instances. She talks about post 911, but does not include any of the new ideas born out of this tragedy.

It is not clear to whom the author is directing this information. I understood it to be directed to the front desk personnel, but much of what she discusses is far, far beyond their control. Indeed, if the front desk person followed some of her suggestions, their jobs could be in peril.

Judging from the author's biography, she does not hold a Certified Safety Professional, Certified Protection Professional, or other pertinent designation. I disagreed with much of what she had to say. Conjecture seems to win over facts and experience.

The book was a difficult read because of poor style and composition. Information that should have been highlighted by bullet points is jumbled into long paragraphs. Her checklists are incomplete and gratuitous.

I do not recommend this book.