14 min read
Why Change Management Fails Without Communication – And How to Fix It
You could have the best communication strategy for change management, the right tools, and a clear business case, but if your employees don’t...
Major incidents are events that occur in an organization that are generally critical in nature and require urgent attention in order to remediate the problem. Each business will have its idea of what constitutes a major incident, but in general, they can be things like IT outages, power cuts, systems failures, inclement weather, and anything else that can harm your business operations.
By effectively communicating with your employees during a major incident, you can help to minimize the impact it will have.
Table of contents
1. The best practice for incident communications
2. The incident communication process: before, during and after
3. What to include in your incident response communications plan
4. Why you need the right tools for communication during an incident
When an incident takes place in your organization, communication is essential to navigate the way through successfully. Regardless of what is actually known – or unknown – about the incident, it’s vital to keep your employees informed every step of the way.
Time is of the essence when you need to respond to a critical incident. You can’t wait around for lengthy approval processes when people need information about what is happening so that they can do their jobs or inform stakeholders. When there is a void in communication, speculation and rumors can quickly fill it, and misinformation can circulate as a result.
For this, you will most likely need specific tools, for example, IT outage notification software.
Provide regular updates throughout the incident, whether the situation has changed or not. Let people know when they can expect the next update.
The information you send must be easy to understand, especially as people might be distracted by doing other things during the critical incident and not have time to decipher ambiguous or unclear messages.
Essentially, don’t say different things in different places at different times. If you are using a multi-channel approach to communication, the message should be the same regardless of the channel you are using. Additionally, if your critical incident needs to be communicated externally (for example, on social media with your customers or in the media). In that case, you should ensure you’re telling the same story you are telling internally.
You can do irreparable damage to your corporate reputation if you lie or if you are opaque with the truth when it comes to communicating this information. Within your company, it can cause a lack of trust and lower morale.
>> Learn more incident communication best practices <<
Being prepared ahead of time to communicate when an incident takes place will not only save you time, but it can also save you from making mistakes that cost you financially and lose customers. Most incidents happen with little or no warning, but they do have a lot of elements that are the same, which enables you to plan ahead.
Your organization should have a critical incident response plan in place that includes internal communications, so you’re ready to hit the ground running when the unforeseen happens.
For internal communications, this means:
Once you become aware of a critical incident, it’s time to spring into action and put your incident response communication plan in motion.
Quickly gather all the relevant information: What has happened? How did it happen? What is being done to mitigate it? When can a resolution be expected? Don’t worry if you don’t know everything yet; you can let people know that it is still being investigated.
When the incident is over, it might be a case of business resuming as normal, or there may be a significant fall-out depending on what the incident was and the impact it had on your business’s ability to function.
An incident management communications plan will help you navigate the way through any incident, so you know when to communicate, what to communicate, and whom to communicate to.
Your plan should:
When you need to communicate with your employees during an incident, you need the right tools for the job. Relying on email, for example, is not going to be enough. Emails are frequently ignored and unopened as people suffer from email overload in the workplace.
DeskAlerts is an internal communication software solution that is perfect for communicating with employees during an incident. It is designed to be deliberately intrusive in order to capture employees’ attention quickly and has a variety of delivery channels and other features to ensure they are informed throughout the incident.
This includes:
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By being proactive now to ensure you’re ready to communicate with employees during an incident, you’ll be ready to hit the ground running when you need to. This is a good governance process and one you will be thankful you undertook should you ever need it.
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