Communication and Business Continuity
January 23, 2019 - Communication -- internal, external, crisis, and just plain everyday -- is a key component of every successful organization. We all have stakeholders with whom we need to communicate on a regular (even daily) basis but we often don't have plans that enable us to implement effective communication when we need it. In this issue we look at some of the components of effective communication and the impact communication has on the continuity of operations.
1. The Role of Communications Planning in Business Continuity
The primary goal of business continuity planning is to efficiently restore operations through predetermined, systematic processes and procedures. However, in order to minimize the impacts and rapidly respond to operational hindrances, companies must ensure business continuity communication methods and procedures are clearly defined and functional.
2. Crisis Communication is a Key Business Continuity Component
Information is critical during catastrophic events and emergencies. Precise, timely, and relevant information is essential for businesses to maintain trust and credibility; for employees, customers and vendors, it can help in decision-making that may affect personal safety or productivity. Most importantly, it is vital to help provide rapid and appropriate assistance to those who need it following a crisis. Every business should have a crisis communication plan to ensure that accurate information is provided before, during and after a disruption, minimizing problems caused by untimely or misleading communications.
3. Communication and Continuity: Lessons Learned from the Strand Gas Leak
The gas leak on the Strand on the 23rd of January tested the business continuity of many London organizations. The Strand, one of London's busiest districts for both business and pleasure, was emptied all the way from Waterloo Bridge to Charing Cross station due to the dangerous levels of gas, forcing both Waterloo East and Charing Cross stations to close. Over 1,000 people were evacuated from hotels and clubs at 2am, and disruption to the trains and local businesses continued into the afternoon.
4. Significance of Crisis Communications -- Internal and External
Precise, timely and relevant information is critical during any crisis and emergency. It is suggested that crisis communication should be an integral part of an effective communications plan. All businesses should have a crisis communication plan to ensure that accurate information is provided during an emergency to minimize problems caused by misleading communications.
5. Managing Real-Time Customer Communications in a Crisis
It's a business leader's worst nightmare---a natural disaster is headed for your area, and you need to keep your family, your customers, and your business safe. How do you manage customer communication to make sure everyone is aware of the situation and customers stay happy? The experience of the South Carolina Federal Credit Union can be considered a case study of how to manage real-time customer communication in difficult times.
6. Communications Tactics You Should Be Using Internally to Help Your Own Team
Harvard Business Review shared some of the key issues that employees have with how their managers communicate with them, including a lack of clear direction, no face-to-face or phone time and no interest in workers as individuals. There's a distance that need to be bridged. To encourage a two-way flow of communication in an organization, with more talking and less assuming, external communication tools and tactics could be turned inward, like social media.
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