The Importance of Communication in Business Continuity Management (BCM)

  While organizations often focus on developing BCM plans and strategies, the importance of clear, consistent, and well-coordinated communication before, during, and after business continuity incidents is often underestimated.

1. Communication Before Incidents:

Proper preparation requires having reliable communication channels and information readily available. Organizations should:

·       Collect and update primary and secondary contact information of all BCM stakeholders, including BCM staff, business continuity coordinators from different departments, suppliers, and emergency agencies.

·       Prepare communication messages in advance, ensuring they are reviewed and updated regularly to remain relevant and accurate.

·       Identify alternative communication channels or technologies to be used if primary channels fail.

2. Communication During Incidents:

During a crisis, effective communication ensures timely response and coordination. Key practices include:

·       Ensuring that messages are communicated accurately and quickly to relevant stakeholders.

·       Assigning a strategic spokesperson to communicate updates during strategic business continuity incidents, addressing both internal and external stakeholders.

·       Utilizing predefined messages and templates to save time and enhance clarity.

3. Communication After Incidents:

Once the incident is resolved, communication remains essential for rebuilding trust and ensuring improvements. This involves:

·       Sharing lessons learned and updating BCM plans accordingly.

·       Reassessing and enhancing communication strategies to be better prepared for future incidents.

·       Re-establishing relationships with stakeholders and ensuring transparency throughout the recovery process.

Effective communication must be integrated into every aspect of BCM. Organizations must establish clear communication channels, define roles and responsibilities, and ensure all stakeholders are kept informed and involved throughout the BCM lifecycle.

How does your organization ensure effective communication before, during, and after business continuity incidents? Are all stakeholders adequately informed and involved?