Terminology Index
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Crisis Communication
Communicating during a major disruption covered by a business continuity plan, keeping employees, customers, partners, and the public informed accurately and calmly while operations are degraded or down, to limit harm and maintain trust.
In a BC/DR context, crisis communication is the planned process for messaging during a serious disruption, an outage, disaster, or major incident. It defines who speaks for the organization, what is said to each audience, and through which channels, especially when normal systems may be unavailable. Good crisis communication prevents confusion and rumor, preserves trust and reputation, and is rehearsed in advance rather than improvised under pressure.
Introduced in: Business Continuity and Disaster Recovery Planning
Examples
- Issuing prepared customer updates during a major service outage.
- Designating a single spokesperson to keep messaging consistent.
- Using out-of-band channels to reach staff when normal systems are down.
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