People, stakeholders and command centre
Set the plan’s purpose and guidelines. Appoint a command-centre coordinator, customer-service representative, spokesperson and media team. Compile contacts for staff, customers, regulators, media and owners. Identify a readily available coordination space with communications, building plans and basic working materials.
Messages, rehearsal and controlled access
Prepare likely questions about staff safety, operational delays and the known facts. Communicate promptly with empathy, using a holding reply while facts are checked. Keep spokesperson, website and social-media messages consistent. Test the plan, revise weaknesses and keep updated copies securely accessible to authorised personnel.