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Sba agility - crisis communications planning - 2-12-12
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Sba agility - crisis communications planning - 2-12-12

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During an emergency, it is imperative that those within your organization know how to communicate effectively. This includes both internal and external communications. Join Agility Recovery as we …

During an emergency, it is imperative that those within your organization know how to communicate effectively. This includes both internal and external communications. Join Agility Recovery as we share the steps and best practices for developing your emergency communication strategy.

Published in: Business, Technology

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  • 1. Crisis Communications Planning The Keystone of Disaster Recovery Response Bob Boyd, President & CEO, Agility Recovery Solutions For copies of the slides presented during today’s  session, please visit:  http://agil.me/commstrategyFor Audio: (1) Listen through PC speakers, OR (2) Dial   (415) 655‐0053   and use access code   354‐857‐222
  • 2. • Identifying your organization’s needs for an internal  communication plan during disaster. • Developing an External Communications Strategy Key Take‐AwaysFor Audio: (1) Listen through PC speakers, OR (2) Dial   (415) 655‐0053   and use access code   354‐857‐222
  • 3. Basic Principals Communication recovery requires  integration into all recovery plans – IT,  Business & Crisis.    Business functions are all about  people, processes and technology – all  of which require communication. Make sure you quantify:  Risk  Impact  Needs Set expectations correctly. Identify options before, during & after  an interruption. Gain & maintain management  commitment. Internal Communications Planning
  • 4. Communication Is Key Reduce or eliminate mistakes and inefficiencies Enhance trust & faith in the organization Reassure Stakeholders Ensure efficient, swift recovery Protect organizational reputation Save time and money Internal Communications Planning
  • 5. Create a Crisis Communication Plan Develop a process to make sure all stakeholders (internal and  external) are aware of decisions and expectations. Ensure redundancies independent of cell or terrestrial  networks as much as possible  24‐hour phone tree   Password protected web page (centralized emergency status)  Previously Established Radio/TV/Print News Partners  Call‐in recording system  Text/Data Alert system  E‐mail Alert System Manage member and key vendor/partner communications. Prepare a media communications plan. Consider all your different audiences:  Employees  Clients  Community  Stakeholders  Media  Competitors Internal Communications Planning
  • 6. Starting Simple – Emergency Contact ListCreate an Emergency contact list that includes: Home Phone Alternate Mobile Personal E‐mail Family Contact Information Evacuation Plan Store Remotely for Easy AccessSetup Alert Notifications Program Explain Purpose Test Regularly Update regularly with any CHANGES to your organization Train New Hires       Internal Communications Planning
  • 7. Online Communications – Social Media Post real‐time status updates Direct clients/employees to alternate locations Provide emergency contact information & instructions Allows easy transference of information to other audiences User‐Friendly, Searchable, universal applicability, stable platform Internal Communications Planning
  • 8. Online Message Boards Password Protected Provides Information Allows employees to provide status and location updates Virtual Meeting Place Internal Communications Planning
  • 9. Google Person FinderInternal Communications Planning
  • 10. Red Cross “Safe and Well”Internal Communications Planning
  • 11. Online Presence – Website Access Do you have access to your Web  Site during an interruption? (remote  access) Consider hosting you website at an  alternate location (offsite). Post critical information on Home &  Contact pages. Provide employees, clients,  customers and business partners  with timely information about your  company during a crisis Ensure your site has contingencies  for any potential SPIKE in traffic  during emergency events Internal Communications Planning
  • 12. Voice – Phone Redirection Contact your provider to learn about  phone redirection capabilities and  implementation process. Develop a tactical response plan in  the event of a phone outage. Will you:  Redirect lines to Voicemail?  Redirect lines to Cell Phone?  Redirect lines to second office or  partner?Redirection Strategy must be Flexible. Internal Communications Planning
  • 13. Voice – Phone Redirection• Network services are defined as: • E‐mail • Core Processing • Virtual Private Network (VPN) • Remote Services• Recovery through Internet access  • VPN access • Citrix• Establish processes & plans to re‐ establish your network connectivity: • EVDO (cell phone data network) • WiFi / Wi‐Max • Satellite • Microwave • Longer lead time offerings: • DSL • Dedicated Circuit Internal Communications Planning
  • 14. Implement the Plan• Initiate recovery• Redirect phone lines• Set realistic timeframes• Determine spokesperson(s)• Show consideration toward employees• Regional events cause hardships Internal Communications Planning
  • 15. Opportunities For Success• Initiate recovery• Be Flexible!• Listen to Trusted Sources• Involve your vendors• Use your plan as a “guideline” • Enhance management’s decision‐ making ability• Recruit support • Don’t do it alone Internal Communications Planning
  • 16. Steps for Proper External Communications• Establish a Crisis Communications Team• Identify Spokesperson(s) & prioritization• Train your Spokesperson(s)• Establish a policy for employee interaction with Media, ON and OFF‐SITE• Ensure all Employees KNOW who the Spokesperson is External Communications Strategy
  • 17. Steps for Proper External Communications• Plan for High Risk Crises• Establish Holding Statements• Establish Primary Means (channels) for Disseminating  Information• During Crisis • Collaborate with Team • Identify Key Talking Points • Respond IMMEDIATELY (react with assertiveness & direction) • Continually monitor situation and update response strategy  External Communications Strategy
  • 18. DOs:• Thoroughly train all employees on the media communications  strategy• Work to manage the media’s access to your site• Partner & establish relationships with Media representatives  beforehand• Be sure of facts, don’t guess• Provide an after hours contact to media for all inquiries• It is OK to have prepared statements• If appropriate, express genuine empathy• Regularly monitor any and all accessible information sources for  news or updates about your organization  (particularly social media)• Stay on message, and stop talking when you are done  communicating your primary message Media Communications DOs & DON’Ts
  • 19. DON’Ts:• Don’t say something is “off the record”• Don’t allow members of your organization to say “No Comment.”• Don’t attempt to answer hypothetical or “What if…” questions• Don’t state that “you don’t know” the answer, instead offer to find  the answer or complete information to the specific question for  them and get back in touch• Don’t allow unlimited contact with employees as much as possible Media Communications DOs & DON’Ts
  • 20. • More tools and information available at: http://www.PrepareMyBusiness.org http://www.Ready.gov/business http://www.ReadyRating.orgOther Tools
  • 21. Visit www.PrepareMyBusiness.org to register: • “5Things You May Not Know About SBA Disaster  Assistance” Tuesday, March 12th, 2:00pm to 3:00pm EST • “Social Media & Disaster Recovery” Tuesday, April 9th, 2:00pm to 3:00pm ESTFuture Educational Webinars
  • 22. Questions?Bob Boyd, President & CEO, Agility Recovery bob.boyd@agilityrecovery.com Today’s session has been recorded. Links to the archived recording will be emailed to all  registrants automatically tomorrow afternoon. For copies of the slides presented during today’s  session, please visit http://agil.me/commstrategy