You're managing an emergency situation. How do you navigate the risks of relying on virtual communication?

When managing an emergency, assess the risks of virtual communication by evaluating your infrastructure’s reliability to handle increased traffic without disruptions. Ensure that bandwidth is sufficient to maintain smooth operations, especially during critical times. Security is crucial, so choose tools with strong encryption and secure access controls to protect sensitive information. Prepare backup communication options like radios or satellite phones in case virtual tools fail. Ensure your team is well-trained in using the technology, and have technical support readily available to address issues quickly.

Begin by ensuring that all communication platforms are secure, reliable, and accessible to all involved parties. Establish clear protocols for virtual communication, including regular check-ins, predefined roles, and backup communication channels in case of technical failures. Be mindful of potential delays or misunderstandings in virtual exchanges, and encourage concise, clear, and direct communication to minimize confusion. Prioritize redundancy by cross-verifying critical information through multiple channels, and maintain an updated contact list for rapid coordination.

In the government organizations in which I have worked, I have been responsible -multiple times- for the elaboration of the 'Plan for the Continuity of Operations'. In this document, the organization identifies all possible risks that it can face, the possible impact level and the probability of occurrence. Some examples of common risks are: terrorist attacks, cyber attacks, protests, earthquakes, fire, floods, pandemics, etc. In the plan the government establishes alternate work spaces in case of a major emergency, emergency contacts and defines the line of communication depending of the hierarchy of the crucial civil servants.

If the emergency is happening only in a local level where the headquarters of the organizations are, it will be easy to use alternate working sites and keep the communications up. However, if there is a national emergency when communications resources are affected, it is smart for the government institution to invest in a reserve information technologies server located in an alternate building. The government body has also to invest in additional communications equipment to keep its operations going on, such as Internet modems, laptops, printers, phones, radios, etc. to be used in alternative emergency locations. Fortunately, our technology is so developed that communication resilience its growing bigger even in the most terrible scenarios.

When selecting tools, choose platforms that integrate messaging, video calls, and document sharing to facilitate seamless communication. Ensure that these tools are compatible with your existing systems and scalable to handle increasing demands as the situation evolves. Prioritize security by selecting tools with robust encryption and secure access controls. Opt for user-friendly tools to minimize the learning curve during high-pressure scenarios. Mobile accessibility is essential to keep everyone connected on the go. Have backup options like walkie-talkies or satellite phones ready, and consider tools that offer offline access to critical information if the network fails.

Training the team is critical to ensuring effective virtual communication during emergencies. Start by providing comprehensive training on the selected communication tools, ensuring everyone is familiar with their features and functionalities. Conduct regular drills and simulations to practice using these tools in high-pressure scenarios, which helps identify and address any weaknesses or gaps in knowledge. Additionally, ensure that your team understands the security protocols and best practices to protect sensitive information during virtual communication. Continuous training and refresher sessions are essential to keep everyone updated on any changes or new features in the tools.