Preventing, learning from others who have gone through the same thing, protocolising actions, coordinating the dissemination of information and evaluating what has been done are the keys to good crisis management. This was the lesson that Yago de la Cierva, Director of Crisis Communication at Proa Comunicación, extracted after the intervention of Raimundo Herráiz, manager of the Madrid 112 Emergency Coordination Centre during 11M, in the Observatory 'Public Emergencies: lessons in prevention and planning for businessmen and managers', organised by Proa Comunicación with the collaboration of Club Excelencia en Gestión on Friday 8th November at the Club Financiero Génova.