Crisis Management Series

Communicate and Gather Information

One of the key roles of the Command Centre is to be able to establish communication across the entire corporation and beyond and gather frontline information from all quarters and proactively broadcast messages to all concerned.

Moh Heng Goh
Crisis Management Certified Planner-Specialist-Expert

Establish Corporate Communication

The Command Centre should:

  • IC_CM_Communicate and Gather Information

    Establish communication across the entire corporation and beyond; and
  • Gather frontline information from all quarters and proactively broadcast messages to all concerned.

Implement IM Plans

The CCO Team will:

  • Start with an orientation and training program for employees and partners;
  • Advise Crisis Management (CM) Team and IM Team on its incident management plans; and
  • Teach the team how they are to submit incident reports.

The ideal information system would turn every desktop into the organization and across related organizations into an intelligence-gathering station.

This system makes it easy for individuals from every department to quickly and accurately report on their progress using agreed-upon checklists or issue early warnings when they see indications of trouble.

Their reports should be forwarded directly to the Command Centre, where they can be analyzed and, if necessary, entered into an incident log for tracking.

Maintain Two-way Communications

  • Develop a structured mechanism for receiving and sending information;
  • Maintain a categorization for routing of trouble reports to the appropriate CCO Team Members in the Command Centre;
  • Implement a system for employees, customers, and partners to notify the Command Centre of any potential problems;
  • Ensure that CCO Team Members in the Command Centre can centrally receive and evaluate this event information from both inside and outside the organization; and
  • Implement a mechanism to help manage real-time information and keep records of events as they unfold.

Automated Response and Recovery Checklists

  • Perform this for all of the major functions to ensure that the recovery is complete;
  • Maintain and ensure that an automated checklist is in the hands of the right person anywhere and everywhere in the organization; and
  • Make it easy for them to send the checklist results as data and makes it easy for managers to see the progress in executive reports.

Track Alert Notifications

The team needs to have a sophisticated message sorting and distribution capability so managers can track and log multiple and varied notifications and ensure that the correct information gets to the right individual.

Establish and Operate Command Centre

Goh, M. H. (2016). A Manager’s Guide to Implement Your Crisis Management Plan. Business Continuity Management Specialist Series (1st ed., p. 192). Singapore: GMH Pte Ltd.

Extracted from Chapter 16: Communicate and Gather Information

A Manager’s Guide to Implementing Your Crisis Management Plan

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