[OR] [BOK] [12] [P3] [S2] Develop Communication Strategy

Element

Description

Purpose

• To establish a structured communication strategy that ensures stakeholders are informed, engaged, and aligned throughout the operational resilience (OR) lifecycle, particularly during disruptions and recovery.
• This strategy reinforces confidence, minimises misinformation, and strengthens organisational resilience culture.

• Define clear communication protocols for normal operations, heightened risk periods, and crises.
• Ensure timely, accurate, and consistent dissemination of information to internal and external stakeholders.
• Build stakeholder confidence and trust by demonstrating transparency and accountability.
• Align communication with regulatory and supervisory expectations (e.g.,  financial services regulators).
• Support awareness, training, and reinforcement of resilience responsibilities across the organisation.

Inputs

• Organisational resilience policies and governance framework.
• Regulatory communication requirements.
• Stakeholder analysis and mapping (internal, external, regulators, customers, suppliers, media).
• Crisis communication and incident management plans.
• Lessons learned from previous disruptions, exercises, and audits.

Activities

• Develop a stakeholder communication map identifying information needs, channels, and frequency.
• Define roles, responsibilities, and escalation paths for communication teams.
• Establish messaging templates for various disruption scenarios (e.g., service outages, cyber incidents, supply chain failures).
• Integrate communication planning with incident management and business continuity processes.
• Conduct awareness sessions, training, and simulations to validate the effectiveness of communication.
• Leverage multiple communication channels (e.g., email, intranet, social media, and regulator portals) to ensure redundancy and accessibility.

Outputs

• Documented Communication Strategy and Plan aligned with OR framework.
• Stakeholder communication map and directory.
• Pre-approved message templates for different disruption scenarios.
• Integration of communication protocols within OR, BCM, and crisis management playbooks.
• Trained communication teams and validated communication procedures through exercises.

Linkages

• P1-S3: Identify Critical Stakeholders and Dependencies – provides input on who needs to be communicated with.
• P2-S4: Develop and Implement Response and Recovery Plans – ensures communication is integrated with operational response.
• P3-S1: Improve and Communicate Lessons Learned – uses feedback from past disruptions to refine communication strategies.
• Crisis Management and Crisis Communication Frameworks provide tactical execution during crises.
• Regulatory Engagement – aligns with supervisory expectations for resilience communication.