How to prepare for a crisis with internal crisis communications. SnapComms shows how to plan for a crisis in your organization and communicate efficiently to your employees.
Define the crisis you want to communicate > Pre-prepare your crisis messages > Set up channels you want to communicate through > Test your communications on a drill > Adjust, make any changes to ensure a clear message > Review, make sure you have up to date messages if situations change.
SnapComms internal communication tools provide a reliable channel for crisis communications that don't rely on an email server.
4. Crises are any ‘critical incident’ that threatens
the value and reputation of a company –
and increasingly its survival.
“…a company can expect a value-destroying incident at least once
every five years.”
It’s no longer a case of “if it happens” but “when it happens”.
https://www2.deloitte.com/au/en/pages/risk/articles/a-crisis-of-confidence.html
What’s a crisis?
5. Companies are under-prepared
A major study from Deloitte looked at the beliefs of board members when it
comes to crisis preparedness:
76% of board members believe their companies would
respond effectively if a crisis struck tomorrow, but
only 49% have taken steps to be truly crisis-ready.
Only 50% have evaluated key crisis scenarios or
done a basic SWOT evaluation.
Only 43% have evaluated worst-case scenarios.
http://www2.deloitte.com/global/en/pages/risk/articles/a-crisis-of-confidence.html
6. Define Your Crisis Scenarios
• What exists already?
• Crisis, contingency plans
• Disaster recovery plans
• Which scenarios are most important
for you right now?
Engage your colleagues and
build on existing plans
7. Four crisis categories
• Danger/Hazard
• Weather/Situational
• Major Announcement (good or bad)
• Outage
9. • Visual
• Fast
• Targeted
• Impactful
• Measureable
SnapComms Alerts for Crises
10. • Prepare SnapComms Alerts now to ensure:
• Speedy delivery
• Coherent communication
• Accessibility
(Be a hero when the time comes)
Crisis incident:
11. Alert settings for crises
Who - target audience
What – your message/instructions
How – delivery, display options
Admin – Best Practice
12. Who is your target audience?
• Target the right people for the incident.
• Leverage Target Users Options
• Whole Organization
• Divisions, depts, teams
• Application user groups
(i.e. SAP users)
• Location - machine groups
• Try to avoid Manual Groups
13. • Keep it simple
• What should they do?
• Reassure
• Show empathy
• Point to resources
What – your message content
14. Make them easy to absorb
• Avoid scrolling text!
• Give visual cues
• Color code your templates
Red = severe
Yellow = critical
Green = all clear
Corporate = important
What – your message visuals
15. • Make templates EASY TO FIND
• Folders, Bookmarks, Details field
• Set up Admin Access
• Back up Admins
• Bookmark a good landing page!
• Choose your publish method
• Resend – overwrite existing message, publish
• Copy/Send – easier management, BUT more steps
• Create from scratch – takes time
Administrator tips…be fully ready
16. • Bookmark login to tool for quick access
• This makes it the first page you’ll see at login
• If possible, set up Admin access from your mobile phone
• If you’re away from the office or your desk
• Ensure you know your password
Administrator Tips:
18. • To yourself
• Visual display
• To a group
• Feedback on content
• To your audience
• Emergency Drill
• Well publicized, expected
• Ask for feedback
Test, test, test
19. • What was confusing?
• What was missing
• Were there unintended consequences?
Update your plan, message,
and/or Alert templates accordingly..
Adjust
20. • Schedule your next review and future tests
• Update logos?
• Update lists/locations/target audience?
• Update links?
• Add anticipated scenarios as you go
• Schedule Admin training esp. for back up people who don’t
use frequently.
Keep it alive, keep it relevant...
Revisit
21. Checklist
o Define your crisis scenario
o Define situations and messages
o Prioritize in order of importance
o Prepare Crisis Alerts
o Message content, parameters
o Delivery insurance – back up Admins, mobile
o Test, test, test
o Adjust
o Repeat for the next message type
22. SnapComms provides a reliable channel to deliver crisis
communications quickly and effectively.
For more information visit SnapComms.com
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PAUSE here, trigger the alert to show on my screen over Powerpoint full screen. Then Spend 2 mins in Content Manager, showing what an alert is.
The visual aspects of what you send is so important – is your eye drawn to the most important info? Does the template frame and branding match your message? Take a cue from hospitals who use color codes – Code Pink, Code Blue, Code Orange – to notify staff about anything from a missing patient, a major disaster, a health hazard…The simplest is traffic light color code, Red for emergency, yellow or orange for critical, and green for all clear, back to normal…