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Business Continuity Management: In Practice by Stuart Hotchkiss

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Escalation structure

Simple events and incidents can have far-reaching consequences and escalate out of control quickly. There is a common idea that people know what to do when things go wrong (not true) and that they work differently (true). You need the following:

  • a team to handle local events;

  • a team to handle regional events;

  • a team to handle worldwide events;

  • training in advance;

  • information in advance including pre-planned communications.

Without these an incident, one day, will cause a lot of damage to your revenue, reputation or market share. Don't make this too complicated – it isn't. All that is needed is that there is one person who makes the decision, and that the person has a team to support the process. The exact structure to use varies ...

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