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For Infrastructure & Operations Professionals

Enhance Business Technology Resiliency With An Effective Crisis Communication Strategy

March 28, 2013

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Why Read This Report

Year after year, when asked to name the top lessons learned from contingency plan invocations, organizations consistently cite that they underestimated how difficult it would be to communicate effectively under duress. Conversations with organizations affected by Hurricane Sandy have proven this to be true once again. Because crisis and emergency communication is both highly critical and in dramatic need of improvement, Forrester believes that contingency planners in both the business and IT should single it out as a focus area for development. This report identifies best practices for crisis and emergency communication org structure, strategy development, technology adoption, testing, and training.

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Table of Contents

  • Resiliency Planners Are Desperate To Improve Crisis Communication
  • A Crisis Can Hit Any Time — Plan For It Well In Advance
  • Establish Clear Ownership Of Crisis Communication Strategies
  • Identify Your Crisis Scenarios, Audience, And Escalation Path
  • Use Technology To Automate Reliable Communication At Scale
  • Don't Be Afraid Of Social Media — Embrace It
  • Refocus Efforts On Continuing Training And Awareness
  • Prepare For Mobile Apps, Location Services, And Physical Integration
  • WHAT IT MEANS

  • IT Ops Will Continue To Play A Crucial Role In Crisis Communication
  • Supplemental Material
  • Related Research Documents

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