The best laid plans.
Q. The tragic events in London on 7 July and subsequent activities on 21 July have made us realise the limitations of our disaster recovery programme. We know what to do if the IT system breaks down, but haven’t considered the people side of these events properly. I realise this is appalling and want to do something to address it – do you have any advice?
A. Rest assured that yours is not the only voice I’ve heard recently on this subject.
It’s vital in preparing for any disaster, whether it be a natural disaster, such as a fire, flood or earthquake, or a “man-made” disaster such as a bomb or riots, that internal communication is planned as well as the ability to get technology back on line. Internal communication is commonly best handled by the HR department or representative if there is one, or by the leaders of the company.
I’ve heard of instances where there is a single point of contact or where there is a cascading system of communication – simply, a manager has responsibility for contacting and/or ascertaining the whereabouts of their team. There are pros and cons for either method, but the absolute key is communicating the plan. At all times, people should know who to contact and how to contact them.
As we know, phone networks get jammed, so perhaps you might consider a single dedicated landline where messages could be left by and for those calling. Or alternatively a web address where messages and updates can be posted.
You may also want to consider putting into place a good quality Employee Assistance Programme or EAP. There are a number of these in existence; some better than others. But in the days and weeks following calamitous events, they are an invaluable source of advice, information and counselling.
Finally, whilst none of us can be fully prepared for all eventualities, and no plan is entirely fool-proof, but putting into place simple measures along these lines – and particularly focussing on communication – will provide a level of reassurance to you and your employees.
September 2005
FX Magazine