Usual Vital Processes within Communication
- Maintain Communication Capacity (Internal & External) → see IT & Cyber Operations Vital Function example
- Crisis Communication & Emergency Messaging
- Executive & Leadership Updates
- External Stakeholder & Customer Communication
- Media & Public Relations Management
- Secure Alternative Communication Channels
- Compliance & Audit-Ready Communication Logs
One successful Vital Process:
External Stakeholder & Customer Communication
During a crisis—whether a cyberattack, IT failure, or service disruption—organizations must quickly communicate with external stakeholders to manage expectations, maintain trust, and control the narrative. A failure to respond effectively can lead to customer frustration, regulatory fines, and long-term reputational damage.
A global financial institution used Astran’s AlwaysReady® platform to maintain transparent, real-time communication with external stakeholders, ensuring customer confidence and regulatory compliance during a major IT outage.
Key steps in the process
1
Assess & Categorize the Crisis Impact
Identify affected services and key stakeholders requiring updates.
2
Activate External Communication Protocols
Shift messaging to pre-approved alternative channels if primary systems (email, websites, or support lines) are compromised.
3
Inform Customers via Multiple Channels
Use email, SMS, social media, and emergency web banners to provide real-time updates.
4
Coordinate with Regulators & Partners
Ensure compliance with mandatory reporting requirements and inform key business partners.
5
Monitor & Respond to Customer Concerns
Provide customer support teams with ready-to-use response templates to handle inquiries efficiently.
6
Review & Adjust Messaging in Real-Time
Maintain control of public perception by continuously adapting messaging based on incident progression.
