Resilient communication to nurture trust whatever happens

Crisis communication, marketing, cyberattack, cybersecurity, trust management

Resilient Communication

Your reputation is in the hands of all the stakeholders of your company ecosystem. Thereforem, we have imagined the concept of resilient communication, inspired by crisis communication principles AND internal/external marketing and communication techniques.

Resilient Communication is a long-term crisis communication strategy within the whole ecosystem of a company. It relies on a proactive preparedness, including continuous and evolutive learning of techniques and best-practices as well as collaborative engagement programs to stimulate adaptability in a feeling of belonging.

The ultimate goal is to strengthen cohesive vigilance and responses of every stakeholder to turbulences or threats.

Show your leadership by nurturing a sustainable Trust within your ecosystem with all stakeholders, whatever happens.

The 6 elements of resilient communication

Resilient communication is based on the growth strategry, the result of the risk analysis and the crisis management plan.

Whether you need to manage a crisis or organise a resilient communication strategy, a dedicated team is a must with roles and responsibilities clearly defined.

The team will be composed by people from the key departments of the company. It will be in charge of:

the definition and the setup of the resilient communication strategy, including objectives and KPIs
the definition et update of the crisis management plan
the conception, setup and follow-up of the evolution of the different programs launched in the ecosystem
the monitoring of warning reputational signs.

More

From a clear mapping of the roles the most at risk in the ecosystem, and based on the analysis of the most sensitive data flows, a simulation and training program will be defined.

Scenario-based simulations (table-top exercises, cyber war game, health crisis, etc.)
Technical cybertraining courses for IT teams (malware analysis, network security, access management, etc.)
Role-specific cybertraining courses (finance, HR, marketing, supply chain, etc.)
Solide preparation of the spokesperson
Awareness to media practices
Best-practices learning (AI, social media, mobile phone, apps, etc.) with guidance on the setup of compliant rules and processes.
etc.

Plus

You don’t work your relations with your external stakeholders about security at the time of a crisis. You must act far upstream with each player:

clients
suppliers
partners, including universities, banks and insurance companies
agencies (PR, advertising, communication, etc.)
influencers (thought leaders, think tanks, CCIs, politicians, etc.)
media (print media, radio, TV, independent journalists)
authorities (local, regional, national, supranational) – tax, employment, cybersecurity, social charges, etc.
investors

The objective is to get aligned on communication tactics, processes and flows to stand together against threats and risks (rumors, misinformation) and then, lose the trust.

How? With co-simulations, des co-training, co-information, agreements, secured processes.

Plus

Confirmation bia, overconfidence bia, exposition bia, survival bia, engagement escalation bia, etc.

All these cognitive bias lead us unconsciensously to unappropriate shortcuts, interpretations and reactions, which hackers, marketers, fraudsters, etc. exploit. The bias are the weapon for manipulation used mostly in social engineering.

But ourselves, leaders, can be misled, blindfolded by bias and make bad decisions. The question remains: how mitigate the effect on behaviours at risk?

How to better manage bias? It is impossible to kill them. They are our animal survival.

Beyond awareness and training, a true mesurable strategy must be adopted with safeguards and concrete measure points. It will support a company culture that encourage vigilance on assumptions leading to decision-making.

Plus

Oz’n’gO approach

Our objective is to bring a tailored solution. We build it from your needs as well as our experience and competencies. When a case is new, we have the capacity to invent, create, adapt.

We work on a project base but for some specific requests, we apply an hourly or daily rate

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Resilient Communication Journey

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Turn your crisis in Opportunity to elevate your Brand