5 Communication Rules To Follow When Disaster Strikes

When a disaster or setback interrupts business, getting back in operation is not the only concern. How the information is communicated to customers is extremely critical, but often overlooked. Failure to share information may cost more than the initial interruption; it could mean the loss of customers – perhaps forever.

Let me share my own recent story. I have spent most of last year writing a new book and finished the manuscript at the end of last year (the book is Workplace Security Essentials and now available on Amazon). Now that the proofreading and writing is done, I decided to revamp my website to help market the book.

Redesigning the website and using new software to update it has been a long process. Once I got over the initial learning curve and starting to see a decent website, I have been adding new pages and content in my spare time, usually in the evenings and on the weekends. I was excited about adding a news and events page (visit www.businesskarate.com or click on the “Home” button at the top of this page). The News page includes a recent article in which I was interviewed for a case study in Security Management magazine and I wanted to get the site updated before a networking event.

Unfortunately, I immediately ran into problems. The site was not accessible, either to view it or to access the administration page. I tried to update some files through the file transfer protocol, but that did not work either. I checked a couple of other sites, which stated that the web hosting company was running. However, when I tried to get online help, normally an easy process, I got a message that there was a long delay due to a server problem.

The hosting company does have a status blog to help communicate problems, which I read. The blog itself did not have much information other than there were a few servers not available at that time. Sadly, the comments below the blog were much more informative and interesting, if inaccurate at times. One of the comments claimed that the servers were down as they were located in Ukraine (this was immediately following Russia’s invasion). An employee did respond, explaining that the servers were in the U.S., but the online support personnel were in the Ukraine. There were also numerous comments about switching to other web hosting companies, as this one was down two weekends in a row.

After a couple of days, the status blog was finally updated with a technical statement about a problem with RAID arrays. The next day, there was an email from the company, apologizing for the statement about the RAID arrays and the statement that some of the technical users had pointed out that the problem described did not explain the situation. I am not that technical and would not have caught the error, but clearly, a company that provides web hosting is going to have many techies who would, and did, catch that mistake.

In the end, the company began sending out emails to clients, as well as better updates on the status blog to give some projected timelines on which servers would be available along with prospective times and dates.

For my part, my continuity response was to redirect the URL to this blog. I had considered moving the blog, but decided that I will keep it here as a back-up and may even duplicate some of my main site’s pages as pages on this blog.

More importantly, there were a number of problems with the hosting company’s communications. Initially, there were no communications. Many clients suggested in comments that the company should have notified everyone via email of the down time and issues. After those were posted, the company did begin sending emails with updates and a reminder to check the status blog.

We’ve all seen businesses suffer for one reason or another and I think most customers are willing to be forgiving if the problem is handled the right way. After several frustrating days, my site came back up and I was able to make the updates I wanted. My web hosting is up for renewal this month and as of this moment, I am not sure if I will renew or look for another hosting company. There is a lot of work with switching, from setting up new email servers to the file transfer software and set-up, and I am evaluating what will be best.

There are five key lessons that could apply to any company that encounters an interruption of business.

1.      Fast. Get information out quickly. It may not have all the details and may just be a preliminary note that there is a problem and that it is being dealt with. Do not make your customers investigate to figure out what is wrong.

2.     Accurate. Make sure the information is truthful and even if simplified that the basic facts are correct. Getting caught providing information that is not exactly true undermines the company’s credibility and makes any further information provided questionable.

3.     Ongoing. Keep the information coming. It is nearly impossible to over-communicate. Provide timely updates throughout a business interruption. Following Hurricane Sandy, one company sent clients emails with regular updates about when orders could be processed again. Anyone who needed to place an order would have known how much longer it would take or what the alternatives were based on the periodic updates.

4.     Focus on recovery. Customers want to know when services will be restored. In the case with the web-hosting downtime, many of the customers had customers of their own – businesses that had hired web designers for a web site that was now not available. Be sure to let them know the time line to resume operations. Basically, answer the question, “What’s in it for me?”

5.     Future. Communications should also reassure customers how the problem is being fixed so that it will not happen again. What will the company do differently to prevent a similar problem down the road?

When disaster, or even just a disruption, strikes, follow these five steps with your communications to keep customers in the loop and aware of what is going on. When things return to normal, you will still have customers. And customers are the one thing that your business will find hardest to replace.

 

Eric Smith, CPP is the leading authority on organizational self-defense. He has extensive experience in law enforcement as well as security management. Eric is available for staff education and security awareness training as well as business coaching to help organizations provide safe workplaces. To learn more email Eric@businesskarate.com.

Workplace Security Essentials on Amazon.com

 

 

If you would like to reprint this post, please contact Eric at eric@businesskarate.com.
 

The Security Outlook for 2014

               This is the time of year when we find ourselves thinking of New Year Eve’s parties, confetti, Auld Lang Syne and resolutions for the new year (usually around getting rid of the pounds we put on during Christmas). There is also the stream of news stories about the past year, the top stories and the events and people that shaped the year. It is also a good time to take a glimpse into the coming year and think about the changes, challenges and rewards that lie ahead.

               Security, and how security relates to business, is constantly changing as well, so this is a good time to reflect and plan for the future.

Information Security

Cyber risks are a global concern

               Information security will continue to be a top focus when it comes to security. With the latest breach of credit and debit cardholders who shopped at Target, there is the ongoing fear of identity theft. The investigation continues on how hackers were able to collect all that information, including PINs for debit cards. How much of this was actually used remains to be seen or if it was an inside job. However, it has garnered a lot of media attention and brought identity theft and information security back into the spotlight. It would be surprising if there were not a push for some new legislation as a result of this, including penalties to businesses that expose customers.

               Another top concern related to information security and hacking is the risk of cyber-attacks, especially on critical infrastructure such as power grids. There have been various attacks, including some coming from foreign governments, such as China and Iran. A serious attack on utilities could essentially put the United States back in the stone ages in moments and would certainly wreak havoc.

               The hidden risk is the continued shift of focus away from physical security. Protection from physical attacks should never be overlooked. There have been a number of actual attacks, including active shooters, even the recent suicide bombs in Russia. 

NSA

               The story of Edward Snowden, the wayward NSA contractor, fleeing the country with tens of thousands of confidential documents is not going to disappear any time soon. There are legal repercussions ongoing and the question of how much information the NSA (National Security Agency) can legally gather from citizens will almost certainly end up before the U.S. Supreme Court.

               In the meantime, Snowden still has tens of thousands of additional documents that could be released and we can only speculate what kind of information might be within. The revelations have re-ignited the debate between security and liberty. Benjamin Franklin is known for saying that those who value security over liberty deserve neither. In 2014, we will certainly see more debates on how to balance protection from terrorists while protecting individual privacy and our constitutional rights. There is an additional question related to security; how did the NSA, of all groups, miss the dangers of allowing a contractor, not even a full employee, access to so many confidential documents. You have to wonder what kind of background screening was done as well. That leads to the question of how the NSA can manage gathering so much information and find the true threats when probably 99% of the information is useless.

Pay Inequality

               The World Economic Forum’s annual report has identified economic disparity has one of the top risks facing the globe. It is certainly an area getting a great deal of attention, not just between poor and wealthy nations, but even within developed countries. The U.S. president routinely brings up the issue as a champion of the downtrodden, who in turn express their outrage at being poor across social media with their iPhones. 

               In truth, there is a growing problem. Historically, top executives once earned about 20 times what the average employee made. Today, it is not uncommon for top executives to earn 200 or even 500 times what the average employees earn. Worse, household income has dropped over the last few years while corporate profits have been increasing. That is a recipe for discontent and social unrest. Switzerland, a business-friendly nation, nearly passed a restriction that would have limited executive pay to only 12 times the pay of the lowest-paid employee.

 

News Photo

               The risk is disturbances or even riots, is a very real threat that could impact supply chains and disruptions of service or even strikes. We have seen a variety of businesses that boast of being ‘green’ or promoting ‘fair trade’ and it is likely that some forward thinking businesses will promote themselves for caring for employees and having more equitable pay scales.

Obamacare

               A look at business risks cannot ignore health insurance reform, a top issue in the United States, specifically the Affordable Care Act, aka Obamacare. Within the healthcare industry there is great uncertainty and talk of cost control, i.e., lay-offs. Meanwhile of the 40 million uninsured Americans, only 1 million signed up for Obamacare. Most Americans are finding that the costs are anything but affordable. 

               Certainly, health insurance is going to be a hot topic, within both politics and healthcare, but also one that impacts every business and individual with insurance. The deductibles and monthly premiums are increasing. Businesses that provide services to hospitals should be particularly wary, as the hospitals will squeeze every contract for savings. Likely, the only things that will not change are the salaries paid to the physicians.

Active Shooters

               Shootings in Colorado and at Sandy Hook Elementary have sparked debate on care for mental health patients and gun control. School security has been a particular focus. Just like after 9-11, when there was a sudden emersion of so-called terrorist experts, there is now a rush of school security experts with arrays of solutions. Training teachers how to fight armed attackers with knee strikes and elbows is becoming more commonplace, although there still seems to be reluctance to add well-trained, armed guards to schools (expense is part of the concern). Learning to fight back is great, but it would be better yet to have the right tools for the job.

               The risk is that attackers also learn from news coverage and will adapt their plans to harm as many people as possible. Schools and all organizations need to consider other potential tactics, such as explosives, chemicals or gas attacks and so forth. Terrorists have used similar methods around the world for decades, sometimes with horrific effect. Do not get tunnel vision.

All the Usual

               In 2014, we will see our share of bizarre and strange crimes. Lust and greed fuel evil people into all sorts of crazy schemes. If any involve beautiful women or tales of sex as part of it, you can expect the usual media frenzy. Oh. Don’t forget the usual celebrity stories with drugs, alcohol, rehab and relapses and whatnot. Did I mention Duck Dynasty?

               Fasten your seat belt and hold on. 2014 will certainly be another interesting year.

Eric Smith, CPP is the leading authority on organizational self-defense. He has extensive experience in law enforcement as well as security management. Eric is available for staff education and security awareness training as well as business coaching to help organizations provide safe workplaces. To learn more email Eric at businesskarate dot com.

  

If you would like to reprint this post, please contact Eric at Eric at businesskarate dot com.

5 Lessons from the Original Disaster Prepper – Noah!

                Sometimes, it seems as if everyone is just waiting for the world to implode and civilization as we know it to come crashing to a halt. From the books that are popular, TV shows about apocalyptic end times with zombies abound and even the World Economic Forum predicting chaos as the number one risk facing the globe. There is even a TV series, Disaster Prepper, dedicated to those getting ready for the end to come.

                As it turns out, preparing for disaster is not as new as you might think. Throughout history, wise people have recognized some of the potential threats around them and taken steps to prepare, or better yet, avoid the danger. In the 50’s and 60’s, school children practiced hiding under desks during air raids for attacks that never came (thankfully). Homeowners even built backyard bomb shelters to keep safe.

                It doesn’t start there though. In the Old Testament, Joseph helped Egypt prepare for seven years of famine during the preceding bountiful years to ward off famine and starvation.

                But before bomb and fallout shelters, before Joseph, there was the ultimate disaster prepper – Noah! Noah, as you recall, not only had to prepare for disaster in regards to saving his family; he had to prepare to save the entire planet’s animal species, bringing enough food to last everyone and everything through the entire catastrophe.

                Even today, there are lessons that we can learn from Noah. Lessons that apply on both a personal level for those getting ready for tomorrow’s calamities and also for businesses developing emergency continuity plans.

1. Start before there are clouds in the sky.

Noah did not wait for the first rain drops to start building the Ark. No one knows exactly how long it took to build the Ark, but there is no doubt that it was a great effort and took a long time to complete. Remember, there was no lumber store, no power tools and must have been a second job – after all he still needed to work, farm or ranch to maintain living during the construction. And once the Ark was built, he needed to supply it. If you are developing a business continuity plan, remember to do your thinking, planning and preparing ahead of time. And don’t forget to test the plan – Noah probably tested out his pine tar seals for water leakage before finishing the boat. A leak in your plan in the middle of a disaster would be catastrophic.

2. Assess your needs and build your plans around them.

Noah had an advantage here. He was given his plans in detail by God and knew exactly what kind of disaster he was preparing for. For the rest of us, we need to do a hazard vulnerability assessment or HVA and develop broad plans for any of the potential emergencies that we might encounter. For the home disaster prepper, how much food will you need? Enough for four people, for example, for six months? How about special medicine needs – does a family member have diabetes and need insulin? Businesses also need to think about special concerns and be sure to address those in a continuity plan.

Wikimedia Commons - Brocken Inaglory

3. Be leery of the masses at the start of the disaster.

If a disaster starts and you have the means to survive it, others will want it and may try to take it – by force. Sadly, keeping your plans to yourself may be one of the best security measures you could take. In Noah’s case, there is no mention of what surrounding people thought of his in-land boat-building. Certainly, they must have thought he was nuts and even business leaders trying to prepare their organizations for emergencies will come across the same mentality. But when the rain started, you can bet there was a different attitude and some must have thought of forcing their way onto Noah’s boat.

4. Be patient and keep your sanity.

If you’ve ever driven past a feedlot, you probably remember the smell – not a pleasant memory. Imagine being confined on a boat full of animals. Not to mention the tight quarters with your extended family and the stress of rocking about on the waves, not knowing what was going on outside or what the future would hold. Do not overlook the necessity to have some form of entertainment or bring some pleasure into the disaster planning mode. Keep some books or board games on hand to take your mind off the zombie attack outside. For businesses, keep in mind the mental health of employees during a disaster, even small ones. A business that cannot close for a blizzard, such as hospital, still has to think of employee well-being. What if employees are worried about family or pets etc.? Do not overlook the human factor in continuity planning.

5. Include a plan for returning to normal after the event.

Noah had doves with him on the Ark. To gauge when it was safe to leave the Ark, he sent out a dove, which returned. Later, he sent it out again and it came back with a branch, indicating that things were drying up and improving outside. Finally, it never came back and he knew then that it must be safe to leave. Be sure to plan for the return to normal operations. For organizations, is there a plan to operate from another location while the main site is repaired or restored? For home disaster planners, what is the exit strategy to begin rebuilding a normal life afterwards?

Follow Noah’s example to prepare yourself, your home or your business for any kind of emergency, whether it is global devastation, attack of the living dead or something more mundane and closer to home.