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To communicate or not, that is the question…

In the wake of the tragic events in Brussels on the 22 of March 2016, I had a number of conversations with business continuity, resiliency and security managers regarding the actions they took immediately following the ISIS attacks. I found the responses interesting and varied and a number of key learning threads emerged. Many faced challenges and difficult questions when trying to respond, these included:


  • Easily identifying who has the authority to send a message.
  • Knowing how to increase the chance of getting a response back from your message.
  • If you choose not to send a message, knowing whether to inform your other regional offices. that you have not sent a message.
  • Understanding whether employees expect a message even if you know everyone is safe.


Addressing such issues can be tricky for organisations of any size. A good place to start is to ask some simple questions.



Who should take command and control of an incident?

Who should send a message?



What message should be sent and how.

What group should be communicated too?

What group should be reported too?



When should the message be sent?

When should the results be reported?


With these answers it is possible to start to build a framework that will enable your organisation to respond to any incident and then by clearly communicating your plan, it will assist you to respond to any crisis not just a terror attack.


I provide some more useful tips in my blog Using Mass Notification to Respond to a Terrorist Incident.


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