I have the privilege of helping credit unions with their business continuity planning, doing plan reviews, facilitating exercises, conducting business impact analyses, rewriting plans and educating staff and boards. One thing I've discovered as I find credit unions struggling with their business continuity planning is a mission statement that misses the mark. Since aspects of business continuity planning flow from the credit union's mission statement, this can be a problem or, in this case, an opportunity to improve both.

When I ask, "What's your mission statement?" many staff members stand up proudly, salute and recite something like, "Sir, The mission of Acme FCU is to serve our members with distinction, efficiency and professionalism." I've heard this type of answer far too often, and it causes me some serious concern.

So what's wrong with that answer? All it answers is how you'll provide service, but it says nothing about what that service actually is. The description you gave could just as easily apply to the community bank around the corner. A real mission statement has to say something about what you do.