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Using technology to communicate clearly in a crisis

Webinar


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Communicating clearly in a crisis continues to be a major challenge for many organisations around the world. The volume, accuracy and changing nature of the information makes it very difficult for Boards, Executives, Crisis Management and Communication teams to get a clear picture, and respond appropriately.

This 30 minute webinar explores:

  • Pivoting from BAU to Crisis Communications
  • Common pitfalls in crisis communications
  • Using an online platform to create a single source of truth for internal and external communication
  • Demonstration of the online crisis management software – CQCommand, to enable fast, accurate and secure decision making and communications.

Q&As that were raised during the webinar:

This is focused at crisis team level. What about a tool to contact with affected persons on the ground. People are using texts, call groups, whatsapp, etc.
CQCommand can be used to communicate with any list of people who have a mobile number and email address. These groups should be pre-loaded and can also be segmented into sub groups (e.g. specific regions or business units). There is also no need for these recipients to have access to CQCommand as the messages will be received in the native messaging app of their mobile phone.

Thanks for a very good webinar. It would seem to me that a tool like CQ Command could be used to a developing external situation (something very disruptive, like a major incident – flood, terrorist incident etc). Can you comment about how CQCommand can be used to manage those crisis that may be unfolding outside of an organisation, but that impacts staff?
CQCommand can be used by an organisation’s response team (Crisis, Comms, Incident etc) to coordinate relocation activities, notification of office closures (e.g. please work from home), along with other stabilising tasks that are required when facing a wide range of events. These can be furthered tailored by an organisation to suit specific operational, organisational and geographic needs

Do you have any examples of this being used in a real event
There are several instances of it being used during large scale severe weather events, IT disruptions and was used most recently on 15th March during the tragic mosque attacks in Christchurch.

We use shared documents on Office 365 for our agreed Facts & Assumptions. What are the downsides?
Whilst this is an excellent tool and process, if for whatever reason the event impacts your organisations access to Office 365, do all potential team members have access to these spaces, and how easy is it to add other members involved in the response? CQCommand is an alternative and complimentary option. Users can drop links in the relevant board section (to say your office365 link) and then map and track progress in CQCommand. The key consideration is ease of access by multiple parties.

Can this manage events globally i.e. mapping?
Yes, users simply need a public internet connection to access CQCommand. The Event Map you saw on the event dashboard can have pins dropped at any of your site locations to provide guidance on how wide-spread the issue is.

What does CQ Command cost? Training and support?
More info can be found on the here. Support is included with your access to CQCommand. Training can be arranged via a video conference or face to face.

Can you use CQ Command to send out media releases?
Yes. You can import and sync any stakeholder database you believe will be critical in a crisis situation.

How would you recommend we communicate with staff if our systems are compromised through a cyber-attack?
CQCommand exists in an external cloud environment. If your IT systems are down, it is the perfect solution to reach your staff and other stakeholders via text, and has the additional feature of offering a poll (ie Are you ok? Y/N response) or free text response to your text blasts.

Does CQCommand allow you to SMS documents or links to documents via SMS?
Links to documents can be sent via SMS, but the actual document can’t be attached to the SMS.

This is a system that users hopefully may only access rarely, so they may be very unfamiliar with the software, how do customers report the usefulness or ease of use, when they activate having not used this software for several months.
CQCommand has been designed with this in mind. Many comment on the intuitive nature of CQCommand on first glance. CQCommand also includes a series of inbuilt walk-through guides which take users through key tasks/processes in real time, which can be accessed via the Support tab.

Do you recommend or discourage having a public-facing website for updates for staff in large organisations? Intranets are often not available to staff via phones, etc, in the loss of IT systems.
A good option in this situation would be having a password protected dark site (an unpublished website that can be switched on at a moment’s notice). It would need to be restricted to people with a company email address.

Is CQCommand hosted on a RiskLogic Cloud, or a platform like AWS?
Currently, CQCommand is hosted on Risk Logic’s own secured Private Cloud.

Presenters:

Tim Archer | Head of Crisis Communications

Tim Archer

Head of Communications | RiskLogic

Leon Israel

Leon Israel

Customer Success Manager | RiskLogic

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