Effective crisis communication techniques to avoid a reputation train wreck
There are crises and then there are reputation train wrecks. In the former, your organisation is thrown into a period of chaos that may last days, weeks or months. Stakes and costs are high, but by quickly demonstrating ownership, integrity, genuine stakeholder concern and swift action, your chance of recovering and even enhancing your organisation’s reputation is strong. Think Johnson and Johnson’s Tylenol crisis.
In the latter on the other hand, slow response, lack of responsibility, blame and insensitivity to stakeholders’ perceptions will quickly propel your organisation into a reputation train wreck that may damage and possibly destroy it forever. Think BP, Volkswagen and FIFA.
Indeed bad management and communication can turn a crisis into a reputation train wreck and only principled-based organisations with effective crisis leadership and preparedness can weather the storm and even emerge from it stronger. In this webinar, you will:
- Gain some fundamental best practice insight on how prepare for crises and prevent a reputation train wreck
- Learn real-world response strategies to protect your credibility and retain stakeholder trust even in the most adverse circumstances
RecordedMay 20 201661 mins
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Business Continuity Management in an international travel group: when holiday paradise turns into a disaster site.
Business Continuity Management (BCM) protects organizations from the impacts of business disruptions. Threats may originate from various origins and may hit an organization without their fault. Effective protection is achieved by following established methodologies such as the BCI Good Practice Guidelines and/or international standards – providing a predetermined level of operation during a crisis.
Within the tourism industry, much higher requirements prevail: on top of the classic requirement to protect the organization, it has the responsibility to care for the wellbeing of their travelling customers. The focus in on those travelers who already being on their journey. These requirements dictate that two intertwined projects need to be realized, significantly increasing the complexity of the BCM approach.
You cannot see in total light or total darkness; there will always be shades of grey. This webinar will explore the relationship between business continuity and organisational resilience by addressing key issues such as:
-At what level of authority and influence in the organisation (if any) is there oversight of all the resilience activities so that synergies can be exploited, unnecessary redundancies eliminated and duplication avoided?
-How and how often do the managers of these disciplines talk to each other about the combined contribution of their separate programmes that support organisational resilience?
-How is the personal resilience of individuals being developed so they will be able to perform their roles and responsibilities in the event of a disruption?
-What value does the validation phase (exercising and audit) add to resilience programmes?
This webinar will provide an overview of the business continuity life cycle and suggest the needs to integrate this capability with wider organisation resilience activities. This supports a cyclical and ongoing discipline consistent with our understanding of organisational resilience as an evolution, not a “fix”.
What does future hold for the BCI?
Discover with David Thorp, Executive Director of the BCI, how the leading institute for business continuity and resilience plans to contribute towards shaping the future of the business continuity and resilience industry.
How will it widen its international network of professionals and organizations, and further develop thought leadership, research, and resources for the benefit of the business continuity and resilience community.
This webinar will allow you to ask the questions that are most important to you, and have a first look of the BCI’s upcoming changes.
One would think that catastrophic incidents of global proportions would cause organizations globally to exercise extra vigilance in ensuring that these events do not recur, particularly in their proverbial back yards!
Surprisingly, as we continue to analyze events which have caused untold damage and disruption to organizations, we have to ask ourselves; are they becoming less frequent and why do we seem to see history repeating itself?
The BCI Cyber Resilience Report is an analysis of cyber security incidents experienced by organizations across the world, and how they respond to them. These types of incidents are not rare occurrences with two-thirds of organizations experiencing at least one disruption during the previous year, while 15% report at least ten. Furthermore, one third of respondents report cumulative losses in excess of €50,000, while 13% put this figure in excess of €250,000.
When a crisis takes place many businesses are still using manual processes as part of their response plan. In order to mitigate the risks involved there are a few simple steps that you can take to automate the process end to end and improve your overall success.
This webinar will cover the following:
-Roles and Responsibilities
-Incident assessment teams
-Action plan and status
Chris Rhodes (Senior Consultant, PlanB Consulting) and Gordon Brown (Senior Consultant, PlanB Consulting)
Chris and Gordon argue that a lasting tendency to focus on outdated or improbable threats, risks alienating millennials and may even de-value the BC profession in the future. Take, for example, loss of staff due to a winning lottery syndicate, or even the ever-prominent focus on loss of premises. Whilst we cannot rule out any eventuality, is this really the kind of subject matter that will excite prospective millennial BC professionals?
Talking from their own experience and looking at the 2017 BCI Horizon Scan Report, they discuss the current threat landscape, arguing that with growing digitalisation and increased cyber risks, never before has there been such exciting prospects for young people in BC.
This webinar will enter the current “BIA Controversy” with a description of what works….and what doesn’t.
I learned in 1991 what makes a BIA “not work” when my team and I had to deal with a BIA report that had covered all sites of a global firm.. Key characteristics: it took over 2 years to complete and had cost nearly half a million dollars, did not provide a basis for building a plan, and much of the information was out of date. So I made a few common-sense process changes that made all the difference in going forward to complete useful plans in a reasonable time-frame.
This session is about thinking and planning outside your own organization boundaries as well as inside.
I will use the ‘Great semolina disaster of Yarmouth’ as a case study, looking at what you might reasonably be expected to foresee, and why sharing plans is a good thing. I will also look at some case studies that changed the focus of regulators, who have become increasingly concerned about interdependencies between organizations.
I will then look at what needs to be done to make sure you are working in the right way with the right third parties.
This webinar discusses how to leverage auditing skills, particularly IT auditing, to improve BC and DR programs. We will discuss how to design BC/DR controls, examine and analyze them in existing BC/DR programs, and prepare work papers that summarize the audit results. One of the key components of the ISO BC and DR standards is reviewing and auditing BC management systems and DR programs to ensure they are compliant with standards and good practice. We will refer to ISO 22301:2012 and ISO 27031:2011, as well as the BCI’s Good Practice Guidelines, in the course of the presentation.
We live in a world of uncertainty. The BCI Horizon Scan Report 2017 provides clear confirmation that organisations are being disrupted and there are a range of threats that are of great concern.
Cyber-attack is the top concern and while considerable effort goes into reducing cyber threat, an actual attack is not a security issue.
This presentation will help you understand the difference between Business Continuity and Information Security and their role before and after an attack.
The BCI Horizon Scan has become a vital resource to those working in the fields of business continuity, risk or resilience, and as such it is getting a greater number of respondents from a wider range of countries and industries. The 2017 Horizon Scan Report showed that once again it was cyber attack that was the number one threat, with data breaches remaining in second place and network outages third. Adverse weather moved up three places to enter the top five along with security incident.
In recent years we have experienced ongoing changes in BCM: increasing demands from customers for a validated BC capability, new and/or increased risks such as cyber threats, the need to fully include supply chain continuity, changes in terminology, scope, technology, and planning procedures, and requirements to earn and maintain certifications for our organizations and ourselves. All this is in addition to day in/day out responsibilities. This conjures up a mental image of the performers who keep plates and bowls spinning on poles without letting any of them fall. For BC professionals this at times may even seem like preventing tumbling crockery while riding a unicycle.
This webinar will explore current issues including the changing BC landscape, the division of responsibility for some risks such as cyber threats, and discuss the increasing importance of cooperation, collaboration and communication to avoid gaps and overlaps in efforts to develop a resilient organization.
Wenn eine Krise stattfindet, verwenden viele Unternehmen immer noch manuelle Prozesse als Teil ihres Reaktionsplans. Um die damit verbundenen Risiken abzuschwächen, gibt es ein paar einfache Schritte, die Sie ergreifen können um den Prozess wesentlich zu verbessern.
In diesem Webinar werden folgende Themen behandelt:
- Rollen und Verantwortlichkeiten
- Aktionsplan und Status
- Wirksame Kommunikation
‘What are salaries in business continuity and resilience like?’
This is doubtless one of the most frequently asked questions by new entrants to the business continuity and resilience fields. Patrick Alcantara DBCI, author of the 2017 CI Salary Benchmarking Report, will answer this question and more during this webinar. This webinar will feature the results of a survey of more than 1,100 professionals worldwide.
In 2012 RBS suffered a major disruptive IT event impacting customers over a 17 day period. In response to this event RBS reassessed its Resilience Strategy. This session will take you through the banks resilience strategy and how we use it to manage our resilience risk exposure, what we rely upon to support our business and our customers and how we identify and manage the threats we face.
With an increasing volume of conversation taking place around the concept of ‘organizational resilience’, business continuity management professionals are taking advantage of this to expand their own remit and improve their career opportunities. What does the future hold of business continuity management professionals? How does this impact new entrants to the industry? This webinar will discuss the outcome of a survey carried out by the BCI, in collaboration with PwC, as well as a breakout session held at the 2016 BCI World Conference.
How much is my work worth? Am I getting paid enough? These are questions professionals often struggle with. The answers to the questions are nonetheless important as it determines job satisfaction and future career prospects. While there are salary reports available for many industries, there is a gap in data in the business continuity and resilience fields. The Business Continuity Institute has responded to this by conducting a comprehensive salary survey of business continuity and resilience roles, linking it with other factors such as educational attainment, work/supervisory experience and gender. Join Patrick Alcantara DBCI (BCI Research & Insight Lead) as he shares the results of the recently concluded BCI Salary Benchmarking Survey.
Privacy laws regulate the collection, storage and use of data by organisations in many countries globally. Following the proclamation of the Protection of Personal Information Act (POPI) Act into law in 2014, so too will these laws become applicable to South African organisations.
In this digital age, technology plays a pivotal role in shaping the way in which business is done. The objective of this topic is to explore the Cyber Security and Resilience requirements placed on organisations by privacy regulations, and the impact of Cyber Security and Resilience on Business Continuity.
This webinar will touch on the reliance placed on effective Information Security and Cyber Security solutions to ensure compliance, and explore how a breach or failure of Information Security Controls needs to be managed.
The Business Continuity Institute (BCI) is the world’s leading institute for business continuity. Established in 1994, the BCI has established itself as the leading membership and certifying organization for Business Continuity (BC) professionals worldwide. The BCI currently has over 8,000 members in more than 120 countries.