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.

Syllabus

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