Overview
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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
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Introduction
- Critical communications for IT
- Overview of the course and optional certification examination
- The case for critical communication capability development
- 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
- Brand and reputation and ecosystem health
- Legal and compliance and financial performance
- The standing phase
- The response phase
- The aftermath phase
- 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
- Force field analysis, best practices, agile continual improvement, and regular practice and drills
- Review, exam revision, and next steps
