Preparedness pays off

Airlines grounded, banks offline, hospitals disrupted, television networks down, and supermarkets brought to a standstill. No one anticipated the widespread impacts of the global Windows outage earlier this month, following a CrowdStrike software update, particularly the 8.5 million Windows users who were faced with the dreaded ‘blue screen of death’ and questions around their data security. Described as the ‘largest outage in history’, it left many in IT limbo with very little information about when systems would be back up and running.

For us, the outage has reinforced a mantra we often tell our clients: plan for a crisis when there isn’t one. The calm before the storm is precisely the time when organisations should be preparing for potential mishaps and mayhem, including an IT outage. It could be the difference between a swift recovery and long-term damage.

On a slightly smaller and less dramatic scale, our Rowland Training & Development team recently experienced their own ‘crisis’, when a network outage at the client’s facility left our facilitators without internet connection and their screen presentation. But they came prepared! Armed with ‘old-school’ paper print outs and a few spontaneous pivots, our trainers continued smoothly.

While a less consequential example, it underscores the importance of being prepared for the unexpected, which often means going back to basics. As the old saying goes, ‘prior preparation prevents poor performance’.

This certainly rings true when dealing with the communication response for issues or crises that have the potential to not only disrupt operations, but damage reputations. We know firsthand that issues and crises can strike any time. Workplace fatalities and injuries, employee misdemeanours, environmental disasters, cyber security attacks, product recalls, industrial action, and hostile acquisitions — it’s an exhaustive list. Hoping for the best and weighing up what to do mid crisis, won’t cut it.

A well-crafted crisis communication plan that considers an organisation’s most likely or significant risks can dramatically minimise impacts on employees and stakeholders in testing times. Importantly, it establishes clear roles and responsibilities to make sure response teams know what to do and when, preventing confusion and enabling a coordinated, efficient response that runs in tandem to the operational one. Clarity during the chaos of a crisis is crucial.

Crises also demand quick and decisive action. With a crisis communication plan in place, organisations can make informed decisions rapidly, having already agreed on strategies and protocols. This pre-emptive approach saves valuable time, a precious commodity in a crisis.

Keeping employees, stakeholders and the public informed with the right message at the right time also helps maintain trust and transparency. A comprehensive plan — with likely scenarios and pre-prepared responses — ensures accurate and timely information, and reduces the risk of misinformation and panic.

So, why wait? By preparing for a crisis when there isn’t one, you have the best opportunity to influence the outcomes you want should the worst happen.

Reach out to our crisis preparedness and issues management experts at corporate@rowland.com.au to learn more about our crisis planning capability and experience.

Written by Talya Kaplan, Account Director