After reviewing the 5 secrets to crisis communication, I believe that the most important secret is how people react to crisis situationist. Not understanding how people react is like trying to solve for X without any other numbers or variables. It's just impossible.
People reaction will make and break any type of solution to any crisis. If people react out of control, the systems in place will fall apart. The best way to counter this, is to keep the system as simple as possible, and as small as possible. The larger the system or complex it is, the bigger the failure and loss there will be.
Again, without knowing exactly how people will react will put any size system at great risk. In order for any solution to work, I believe that a system must be created and that system must be come knowledge. Just as common as the knowledge of water putting out fire.
I believe all efforts should be put into researching and understanding th behavior of the ma**** in such a situation. MMOs may be a good place to study this. Many gamers have heard of the famous World of Warcraft Pandemic, in which a bug in the game acted like a virus and killed everyone in every major city across the entire world. I believe that studying the actions taken during such an event can lead to understand of actions taken in the real world. It may be the key to unlocking the solution.