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Communication is a critical aspect of business continuity - what you do right, what you do wrong, the timing of what you say, whether you know how to listen… The organizations with successful communication plans have a better chance of doing it all right. This week's articles focus on helping you develop the best communication plan for your organization.

The key to effective crisis communication is to be prepared before a crisis occurs. (Item #1) How can you make the most of your contact with the media? (Item #2) Check out this list of seven items that should be in your crisis communications kit. (Item #3)

There are so many ways to say I'm sorry, but the wrong way could cost you! (Item #4) It's time to remember that communication IS a two-way process. (Item #5) Did I say that? (Item #6)

As always, we look forward to hearing about your concerns with regards to business continuity. If you have a topic you'd like to see covered, please email me at [email protected]

Best Regards,

Bob Mellinger
President
Attainium Corp

Quote of the Week

"The problem with communication ... is the illusion that it has been accomplished."
- George Bernard Shaw -

Articles

1. Crisis Communications: Before, During and After
Ultimately, a crisis can threaten the reputation of a top official and an organization. A well-managed crisis, however, can not only preserve reputations and credibility but can also enhance them. The key to effective crisis communication is to be prepared before a crisis occurs. Once an emergency happens, there is little time to think much less to plan.
http://usinfo.state.gov/products/pubs/pressoffice/crisis.htm

2. Understanding and Working with the Media
The media are a primary means for communicating with the public. Whether in a crisis or in normal business situations, forming positive relationships with journalists is crucial to your communications success.
http://www.riskcommunication.samhsa.gov/page5.htm

3. Seven Must-have Elements in Every Crisis Communications Kit
Chances are incredibly high that your company is going to experience a crisis of some kind in the next 5 years. It's how you handle that crisis with the media which will likely determine whether that crisis builds or seriously damages your company.
http://www.globalprblogweek.com/archives/7_musthave_elements_.php

4. Corporate apologies don't mean much
Practice makes perfect, and few organizations have had as many opportunities to apologize over the past two years as those that handle the sensitive personal information of Americans.
http://www.networkworld.com/news/2007/031407-wider-net-apologies.html?nwwpkg=breaches
See how these 10 examples of data-breach apologies were rated:
http://www.networkworld.com/news/2007/031407-wider-net-apologies-letters.html

5. The importance of inbound messaging
Our understanding of truly effective communications is continually evolving. Until recently, emergency communications focused exclusively on outbound communication-reaching out to constituents-but did not provide a method for receiving vital information from the people being contacted.
http://www.continuitycentral.com/feature0382.htm

6. Crisis Communication Spokesperson Checklist
Here's a good tool to use in training for communicating in a crisis as well as for evaluating performance after a crisis.
http://www.bt.cdc.gov/erc/features/CKCRIT_spokesperson.pdf