[BCM] [SGSecure] [C5] Strengthened Crisis Communication

Chapter 5: Strengthened Crisis Communication

Establishing a Crisis Communication Plan

SGSecure promotes the development of a comprehensive crisis communication plan, which includes:

• Crisis Roles and Responsibilities: To ensure accountability during emergencies, specific roles such as Crisis Manager, Spokesperson, and Communication Liaison are assigned. 

• Communication Channels: Identifying and maintaining multiple communication platforms (e.g., SMS, emails, mobile apps) to reach employees, stakeholders, and the public promptly.

• Pre-Approved Messaging: To expedite communication, prepare templates for various scenarios, such as lockdowns, evacuations, or operational disruptions.

Real-Time Alerts and Notifications

SGSecure encourages organisations to implement real-time alert systems to disseminate information quickly and accurately. Examples include:

• Mass Notification Systems: Leveraging SMS, email, or mobile app alerts to broadcast emergency messages to all employees simultaneously.

• Geofencing Technology: Sending location-specific alerts to employees affected by an incident while keeping others informed but not alarmed.

• Push Notifications: Using company apps to deliver immediate updates directly to employees' mobile devices.

These systems ensure that employees receive timely and actionable information, reducing confusion and enhancing safety.

Ensuring Accurate and Consistent Messaging

During crises, misinformation can spread rapidly, exacerbating the situation. SGSecure emphasises the need for:

• Centralised Information Sources: Directing employees and stakeholders to a single source of truth, such as a dedicated crisis webpage or hotline.

• Message Verification Protocols: Establishing processes to ensure all outgoing communication is accurate and approved by crisis leaders.

• Frequent Updates: Providing regular updates to keep employees informed of the situation’s progress and next steps.

Consistent messaging reduces panic, maintains trust, and reinforces organisational control during a crisis.

Facilitating Internal Communication

SGSecure recognises the importance of keeping employees informed and engaged during emergencies. Key strategies include:

• Employee Check-Ins: Using mobile apps or communication platforms to confirm employee safety and share status updates.

• Two-Way Communication: Allowing employees to report their location, seek help, or provide on-the-ground updates to crisis managers.

• Team-Specific Briefings: Ensuring managers communicate directly with their teams to address specific concerns and tasks.

By maintaining clear lines of communication, organisations can foster employee confidence and cooperation during disruptions.

Managing External Communication

Organisations must also manage communication with external stakeholders during a crisis. SGSecure guidelines include:

• Engaging the Media: Appointing a trained spokesperson to handle media inquiries and deliver concise, factual updates.

• Stakeholder Updates: Informing customers, suppliers, and partners about the impact of the crisis and the organisation’s BCM Plans.

• Community Engagement: Collaborating with government agencies and SGSecure representatives to align messages with broader national efforts.

Effective external communication safeguards the organisation’s reputation and builds trust with stakeholders.

Training and Drills for Crisis Communication

SGSecure advocates regular training and drills to enhance communication skills and test the effectiveness of systems. Activities include:

• Crisis Simulations: Practicing communication strategies during mock scenarios, such as active shooter incidents or cyberattacks.

• Spokesperson Training: Equipping designated representatives with the skills to address the media confidently and professionally.

• System Tests: Conduct periodic tests of alert systems to ensure functionality and reliability.

These exercises help identify weaknesses in communication plans and refine protocols for future incidents.

Leveraging Technology for Crisis Communication

SGSecure encourages the use of advanced technologies to streamline communication, such as:

• AI-Powered Messaging: Automating routine updates and responses to common questions during crises.

• Data Analytics: Monitoring communication patterns to identify gaps or delays in message delivery.

• Integrated Platforms: Using unified systems that combine notification, tracking, and reporting features to manage communication seamlessly.

Real-World Applications of Strengthened Crisis Communication

Incident 1: Cyberattack on a Retail Chain

A retail company in Singapore experienced a ransomware attack that threatened to disrupt its operations. Leveraging SGSecure-aligned crisis communication strategies, the organisation sent real-time updates to employees and external stakeholders.

By maintaining transparency and coordinating with authorities, the company minimised reputational damage and restored operations swiftly.

Incident 2: Bomb Threat in a Commercial Building

A multinational company activated its crisis communication plan during a bomb threat in a central business district. Employees received instant alerts via SMS and mobile apps instructing them to evacuate safely.

The company’s spokesperson worked closely with law enforcement and SGSecure representatives to manage public communication effectively.

A retail company in Singapore experienced a ransomware attack that threatened to disrupt its operations. Leveraging SGSecure-aligned crisis communication strategies, the organisation sent real-time updates to employees and external stakeholders.

By maintaining transparency and coordinating with authorities, the company minimised reputational damage and restored operations swiftly.

A multinational company activated its crisis communication plan during a bomb threat in a central business district. Employees received instant alerts via SMS and mobile apps instructing them to evacuate safely.

The company’s spokesperson worked closely with law enforcement and SGSecure representatives to manage public communication effectively.

Summing Up...

Strengthened crisis communication, as advocated by SGSecure, is an integral part of BCM.

Organisations can safeguard their people, protect their reputations, and maintain operational stability during crises by ensuring timely, accurate, and transparent communication.

Integrating SGSecure principles into your BCM Planning enhances emergency preparedness and fosters resilience in uncertainty.

Organisations can safeguard their people, protect their reputations, and maintain operational stability during crises by ensuring timely, accurate, and transparent communication.

Integrating SGSecure principles into your BCM Plan enhances emergency preparedness and fosters resilience in uncertainty.

Disclaimer & Proper Usage of Guidebook

For details, please refer to Chapter 1, "SGSecure and Business Continuity: A Vital Partnership for Workplace Resilience."

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