What’s more, given the sensitive nature of incidents and the variety of audiences requiring communication, knowing how to adequately manage communication plans can be tricky. Handling them poorly can be even worse than not handling them at all. When it comes to communicating during major incidents, business customers are like Goldilocks: They want information that’s just right. They don’t want too little, they don’t want too much, they want it relevant to them, and they want it right on time.
This paper outlines best practices to empower and engage your key stakeholders during major incidents.
Align Your Communications with Your Process During the Planning Stage
Having processes and systems in place to resolve major incidents means you’re already ahead of many large enterprises. Monitoring, contact, triage, resolution, post mortem all constitute areas where pre-planning can bring value.
