When putting together a disaster recovery plan, the technical details are always considered, as the emphasis is on identifying critical issues and restoring systems to normal operation as quickly as possible. The focus on these technical aspects, however, can result in elements being overlooked in communication. To ensure a solid communications strategy, TechRepublic recommends including these four items in your disaster recovery plan:
- A final step dictating the appropriate people notify users when systems are restored to normal operation
- Training for Help Desk and other customer-facing employees on recognizing and diffusing frustration
- Designating individuals in marketing and PR as points of contact for communication with media and other organizations
- Regular testing of the communications approaches, ideally in parallel with the practicing of the technical aspects of the disaster recovery plan
While any disruption in services can be significant, managing the communications strategy around the disruption can help to improve user satisfaction and minimize stress.
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