Critical Communications for IT

Learn best practices for communications when major IT incidents occur, including how to be better prepared for critical situations and how to respond and follow up when such occur.

Introduction

• Critical communications for IT
• Overview of the course and optional certification examination

1. Rationale for Developing Critical Communication Capability

• The case for critical communication capability development

2. The Critical Communication Capability Model

• Critical Communication Capability model overview
• The CCC model results areas, phases, and resources layers
• The CCC model levers layer
• The CCC model engagement approaches and the six Cs of communication
• Critical situations through the lens of the CCC model

3. Key Result Areas Impacted by Critical Communication Capability

• Brand and reputation and ecosystem health
• Legal and compliance and financial performance

4. The Phases of Critical Communication

• The standing phase
• The response phase
• The aftermath phase

5. The Resources Underpinning Critical Communication Capability

• People resources
• Process, information, and technology resources
• Resource capability indicators and optional self-assessment walk-through: Standing indicators
• Resource capability indicators and optional self-assessment walk-through: Response indicators
• Resource capability indicators and optional self-assessment walk-through: Aftermath indicators

6. Levers for Increasing Critical Communication Capability

• Force field analysis, best practices, agile continual improvement, and regular practice and drills

Conclusion

• Review, exam revision, and next steps