A business continuity communication plan ensures your organization delivers accurate, timely, and clear updates during a crisis. Here's what you need to know:

• Why It Matters: Clear communication minimizes confusion, builds trust, and stops misinformation.
• Key Components: Stakeholder lists, channel strategies, message templates, response teams, and regular testing.
• Stakeholder Prioritization: Map out internal (staff, management) and external (customers, partners) stakeholders based on urgency and impact.
• Communication Methods: Use primary and backup channels like mass notifications, email, and secure messaging.
• Testing and Updates: Regular system checks, drills, and reviews keep your plan effective.

Plan maintenance, role assignments, and predefined message templates ensure seamless execution during emergencies.

How To Create a Crisis Communications Plan

Stakeholder Mapping

Organizing stakeholders ensures everyone gets timely and accurate updates during a crisis. A clear plan helps prioritize communication and choose the right channels for each group.

Staff and Management Communication

Group internal teams based on their roles and information needs:

Assign a point of contact for each group and establish backup communication methods for remote or dispersed teams.

Customer and Partner Communication

External stakeholders also need tailored updates based on their unique requirements. Organize them into categories such as:

• Direct Impact: How the crisis affects their operations.
• Contractual Obligations: Notification timelines outlined in agreements.
• Relationship Status: Key partners versus occasional collaborators.
• Geographic Location: Time zone and regional factors.
• Regulatory Requirements: Mandatory reporting to authorities or oversight bodies.

Priority Assessment Matrix

Use a matrix to prioritize communication based on impact and urgency:

Key factors to consider when prioritizing include:

• Business Impact: How operations and revenue are affected.
• Safety Concerns: Risks to people or property.
• Reputational Risk: Potential effects on public perception.
• Recovery Time: How long the disruption is expected to last.
• Resource Availability: Team capacity and available communication tools.

Ensure the stakeholder map is reviewed and updated quarterly or after major organizational changes to keep contacts and communication pathways up to date.

Communication Methods and Tools

Effective communication across multiple channels is crucial during a crisis. Using a layered system ensures messages are delivered even if primary systems fail.

Main and Backup Channels

It's essential to have backup channels that rely on separate infrastructures. Here's a breakdown:

Backup systems should operate on distinct infrastructures to prevent total communication failure.

Channel Selection by Crisis Type

Choose communication methods based on the specific crisis:

When deciding on channels, think about urgency, accessibility, geographic factors, dependency on infrastructure, and security.

System Testing Schedule

Regular testing ensures communication systems are ready when needed:

• Weekly Tests: Check primary systems for message delivery and response time.
• Monthly Assessments: Test backup systems and failover processes, noting any weaknesses.
• Quarterly Drills: Simulate crisis scenarios to test all channels and team responses.
• Annual Review: Assess the entire communication setup, including system performance, security, contact lists, and training needs.

Keep detailed logs of all tests and address issues immediately to maintain readiness. Up next: crafting standardized message templates for clear communication during crises.

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Message Templates and Scripts

Message templates are a quick way to ensure clear and consistent communication during emergencies. They should deliver key details while maintaining a calm and authoritative tone.

Emergency Alert Messages

The FACT format helps structure emergency alerts effectively:

Keep initial alerts under 90 words and include severity levels for clarity:

• Level 1: Minor disruption – Normal operations continue
• Level 2: Moderate impact – Some service interruptions
• Level 3: Major incident – Significant business impact
• Level 4: Critical emergency – Immediate response required

As the situation progresses, structured updates help keep stakeholders informed and reassured.

Progress Update Messages

Progress updates should recap the situation briefly, explain actions taken, highlight challenges, and outline the next steps.

Situation Overview
"This is update #[X] regarding the [INCIDENT] that began at [TIME]. Our team has [CURRENT STATUS]."

Progress Report

• Actions completed
• Current challenges
• Resources in use
• Expected milestones

Next Steps
"Over the next [TIMEFRAME], we plan to [PLANNED ACTIONS]. We anticipate [OUTCOME]."

Once the incident is resolved, follow up with a clear resolution message.

Resolution Messages

A resolution message should include three key parts:

Additional details to include:

• Incident closure time and date
• Confirmation of service restoration
• Ongoing monitoring efforts
• Contact information for follow-up
• Support resources available

Team Roles and Tasks

To handle crises effectively, it's essential to assign clear roles and responsibilities within a communication team. This ensures timely and accurate responses during high-pressure situations.

Communication Team Setup

A well-structured communication team is the backbone of any crisis response. Here’s how roles and responsibilities can be divided:

In addition to assigning these roles, it's important to establish spokesperson protocols to maintain consistent messaging.

Spokesperson Guidelines

Spokespersons play a key role in crisis communication. To ensure they deliver accurate and consistent messages, they should follow these protocols:

• Receive training for media interactions and crisis communication.
• Follow specific guidelines for delivering messages and staying compliant.
• Use fact sheets and message templates for accuracy.
• Have access to contact lists for critical stakeholders.
• Stick to defined escalation procedures for complex issues.
• Operate within clear authority boundaries for speaking engagements.
• Verify all information before making public statements.
• Meet established response time standards.
• Document all interactions and communications thoroughly.

Message Review Process

A structured review process is vital to ensure that all messages are accurate, clear, and compliant. Here's how the process can look:

Plan Launch Steps

Using predefined team roles as a foundation, execute your communication plan by following these outlined steps.

When to Start the Plan

Specific triggers signal when to take action. Here's a guide to activation criteria and response times:

Once the plan is activated, follow the communication sequence below to ensure smooth execution.

Communication Order

Notifying stakeholders in the correct order helps maintain control and clarity:

• First-Line Response: Inform core response teams immediately.
• Internal Stakeholders:
  • Department heads and team leaders
  • Customer-facing employees
  • Support staff and contractors
  • Remote workers and satellite offices
• External Stakeholders:
  • Key partners and vendors
  • Impacted customers (based on severity)
  • Regulatory bodies (if required)
  • Media and public (only when necessary)

Issue Elevation Steps

As the situation develops, escalate communication based on the level of impact:

At every level, adjust the frequency of updates, use appropriate message templates, and ensure the right stakeholders are informed. Keep resources and compliance requirements in mind to manage the situation effectively and stay aligned with regulations.

Plan Maintenance

Keeping your communication plan effective requires consistent updates and attention. A business continuity communication plan must evolve alongside your organization to stay relevant and useful.

Aligning with Business Plans

Ensure your communication plan stays in sync with emergency procedures by regularly reviewing these critical areas:

Regular audits and updates are essential to keep your strategies aligned with operational shifts.

Testing and Updates

Testing your communication plan ensures it works when needed. Here's how to keep it sharp:

After each test, document the results, refine your processes, update contact lists, and review message templates. Aim to do this quarterly to ensure readiness.

For added confidence, consider bringing in external expertise to review and strengthen your plan.

How Cycore Can Help

Maintaining a strong communication plan can be complex, but Cycore offers services to simplify the process:

1. Virtual CISO Services

Cycore’s vCISO service helps design security strategies tailored to your communication needs, ensuring they align with frameworks such as SOC2 and ISO27001.

2. Compliance Management

Their team of compliance experts ensures your communication protocols meet regulatory standards like HIPAA and GDPR, keeping you up to date.

3. GRC Tool Administration

Cycore’s GRC services make managing governance tools easier, helping you track updates to communication procedures and maintain compliance documentation efficiently.

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