crisis communications, social media and notification systems webinar - core consulting

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Process Excellence and Resilience... Creating Corporate Sustainability

Crisis Communications,

Social Media and

Notification Systems

Daman Dev Sood

COO & Head – Sustainability Practice

Continuity and Resilience

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Intro to Daman

• COO & Head – Sustainability Practice at Continuity and Resilience (CORE)

• Xansa Steria

– Global BC Manager

– India Head - Green

• TCS

– Various roles (development, delivery, program management, quality, business excellence)

• Overall 30+ years in industry

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Intro to Daman

• Fellow of BCS – The Chartered Institute for IT

• Associate Fellow of the BCI

• Senior Member of the IEEE

• IEEE Ambassador in India

• Member of ASSOCHAM National Councils on Climate Change and Environment & Safety

• India’s

– First BCS Accredited tutor for Green IT

– Most spoken on Green IT

– BCS board member for designing further Green IT courses

• Connect with me via linkedin

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Intro to CORE

• ISO 22301 Certified Management Consulting Firm • Business Continuity Management

• Crisis Management

• IT Disaster Recovery

• Green IT/ Sustainability

• We Consult / Train / Assess and Certify in these domains

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Business Continuity Management

Organisational Objective

Business Continuity Management

BU1 BUnn RM QM Security

(physical) ISMS

Finance HR Legal Marketing CM EM

Any more? DM EM EnM Sustainability Any more?

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BCMS Requirements

• Monitor and Review

• Maintain and Improve

• Implement and Operate

• Establish

Plan Do

Check Act

Continual improvement of Business Continuity Management System (BCMS)

Interested

Parties

Requirements

for Business

Continuity

Interested

Parties

Managed

Business

Continuity

Source: ISO 22301:2012

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Crisis v/s Incident

• The ages old debate continues

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There are few more

• What about

• Emergency Management

• Disaster Management

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Developing a response

Emergency

Response

Incident

Management

Business

Resumption

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It goes like this

• Incident

• Emergency

• Disaster

• Crisis

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Incident

• An incident is "a situation that might be, or could lead to, a business disruption, loss, emergency or crisis” (ISO 22301)

• An incident/ disaster, not managed well, may turn into a crisis

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Crisis

• An unstable situation of extreme danger or difficulty

• An unstable or crucial time or state of affairs whose outcome will make a decisive difference for better or worse (Websters NCD)

• Crisis has a bad connotation

– Activating a Crisis Management Team tells the world that you have “An unstable situation of extreme danger or difficulty”

Danger

Opportunity

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Crisis

• A crisis is “a situation with a high level

of uncertainty that disrupts the core

activities and/or credibility of an

organization and requires urgent

action” (ISO 22300)

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So, we need an Incident Manager

• Characteristics

– Willing to lead

– Emotionally stable

– Stress resistant

– Decisive

– Controlled risk taking

– Self confident

– Self aware

• Skills

– Leadership & “Followship”

– Communication

– Delegation

– Team management

– Decision making under time pressure and stress

– Situation evaluation

– Planning & implementing courses of action

– Remaining calm Peter Power (Visor)

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These and many more to be

discussed

• Incident Response Structure

• Incident Management Team

• Resources

• Incident Command Center

• Battle Box

• Communication

• The New Media

• The speed of response and recovery etc.

http://www.uaepm.ae/pdf/PMO StrategyDocEngFinV2.pdf

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Fundamentals of Crisis Management

• Anticipate Crises

• Identify Crisis Management/ Communications Team

• Identify and Train Spokespersons

• Establish Notification and Monitoring Systems

• Identify and Know Your Interested Parties

• Develop Holding Statements

• Assess the Crisis Situation

• Finalise and Adapt Key Messages

• Post Crisis Analysis


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Social Media & Crisis Management

• Managing a Media Crisis in the Digital World •Prepare

•Don’t Run – Don’t Hide

•Acknowledge there is a Crisis

•Decide on your public face

•Stay calm

•Address real audience through the media

•Make first impressions count

•Release as much as you can as quickly as you can

•Say only what you know to be true

•Avoid speculation or answering hypothetical questions

•Challenge information that you know to be wrong

•Speak in common, easily understood language

•Show concern

•Don’t bother blaming the media

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• Managing a Media Crisis in the Digital World •Listen and be present

•Set the right expectations

•Be transparent

•Respond thoughtfully

•Do not lose your cool – ever

•Manage access to your social media accounts carefully

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• Managing a Media Crisis in the Digital World •Post moderation guidelines on your social media pages

•Hire experienced social media community managers

•You will never be able to please everybody

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• Managing a Media Crisis in the Digital World •Act quickly

•Take charge

•Handle reality

•Engage the nay-sayers

•Spread the word

•Encourage dialogue

•Deliver on your word

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• Managing a Media Crisis in the Digital World •Don’t be scared –be prepared

•Buy some binoculars

•Set a listening protocol

•Know what is and what is not a Crisis

•Fight the social media fire with the social media water

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• Managing a Media Crisis in the Digital World •Be sorry

•Create a crisis FAQ

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• Managing a Media Crisis in the Digital World •Build a pressure release valve

•Know when to take it offline

•Arm your army

•Learn your lessons

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Notification Systems

•Taking care of all Interested Parties

• Manual/ tool assisted • Capable of

•Two way responses

•Recording and responding later, if required

•Forecasting

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Our Key Workshops

• 5 days CBCI workshop based on BCI’s GPG 2013

• 5 days IRCA approved ISO 22301 Lead Auditor Workshop

• 5 days ISO 22301 Lead Implementer Workshop

• 3 days Certified Crisis Management Specialist Workshop

• 3 days Certified BCM Specialist Workshop

• 3 days Certified IT DR Specialist Workshop

• 3 days BCS Foundation Certificate in Green IT Workshop

• 2 days Certified Risk Management Specialist Workshop

• 1 day Certified BCM Professional Workshop

• 1 day Certified IT DR Professional Workshop

• 1 day Certified Risk Management Professional Workshop


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BS 11200:2014

• Crisis Management – Guidance and good practice

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BS 11200:2014


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BS 11200:2014


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BS 11200:2014


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TOOLS

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A Business Continuity Management (BCM) tool is a software platform for developing and maintaining Business Continuity Plans.

• It has a flexible environment that fits your business and saves you time.

• The BCM Plans (BC Plan and IT DR Plan) are ‘online’; this implies it is accessible by everyone (as per access list defined).

• Ensures consistency and data checking, this means fewer errors and standardization of plans.

• Ease of use

• Ease of setting up and managing the system. Low to almost nil maintenance, which saves a lot of time for the organization and makes the team focus on the bigger picture of BCM.

Why BCM Tools?

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• End-to-end lifecycle coverage means no gaps. The suite of tools contain tools for conducting Business Impact Analysis (BIA), Risk Assessments (RA), Building the Business Continuity (BC) Plans, Reports and RTO and RPO calculation.

• You can build your BC/DR plan in-line with ISO22301 Business Continuity Management Standards.

• Exercises can be simulated using the tool. • Reports can be customized in content and format. The

formats for reports available are: HTML, MS Word, PDF, MS Excel and XML.

• Additionally, adequate Training and Support is given to the personnel to run the show.

Why BCM Tools? (Contd…)

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• SunGard offers 2 product lines: Continuity Management Solution (CMS) and the AssuranceCM (Continuity Manager) and AssuranceNM (Notification Manager) line.

• INONI is web-delivered BCM software that adapts to fit most organisations, from single site businesses to multi-nationals. It can be shaped by you so you receive the scale, function and features you need.

• Perpetuuitti is an automated, end-to-end Business Service Availability Management Suite.

• Sanovi is a Business Continuity and IT Recovery software company enabling Application Defined Continuity for Enterprises and Cloud

• eBRP is designed to move traditional BCM from a simple compliance structure to a vital role in Incident Response & Management alongwith the integrated notification facilitate creating a viable & sustainable BCM program.

Popular BCM Tools

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When an incident occurs causing disruption to business, communication is critical.

Who communicates, when, what and How are the key elements if of utmost importance.

Notification Tools

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• During a crisis, you would need to locate employees to confirm their safety or notify customers or inform staff and suppliers about a location shut-down, time is of the essence.

• Standard communications platforms such as phone/ mobile or email have inherent problems for emergency communication. Recipients may or may not have access, and mass dialing can take significant time and resources.

• The notification tools are straightforward and easy to use • It enables anytime, anywhere communications • Real-time status updates can be given. • It does not have contact restrictions and can be scaled up

depending on the organization size.

Why Notification Tools?

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• ENERA Rapidreach provides an automated emergency

notification solution for emergency response groups,

business continuity teams and disaster recovery

planners.

• SunGard AssuranceNM (Notification Manager) is an

automated data integration provides situational

awareness and reliable communication in times of need.

• eBRP has an integrated notification system which

provides with emergency notifications

Popular Notification Tools

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Our Key Workshops

• All workshops can be scheduled as in-house as well

• Get in touch for full details:

[email protected]

mailto:[email protected]


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BS 11200:2014


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Was this talk useful?

Poll 1

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any of these?

Poll 2

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colleagues to our future webinars (which

are always FREE)?

Poll 3

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Thanks! Let us stay in touch

[email protected]

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CONTINUITY & RESILIENCE Email: [email protected]

Website: www.continuityandresilience.com http://www.coreconsulting.ae/

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