From the course: Critical Communications for IT

Critical situations through the lens of the CCC model

From the course: Critical Communications for IT

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Critical situations through the lens of the CCC model

- [Instructor] Now let's revisit the critical situation examples given earlier through the lens of the Critical Communication Capability model. Let's consider what they did while the incident was live, initially, and then their ongoing response and what they did in the aftermath. What capability did they have and how did they perform? What was missing or inadequate? What was done well? We'll cover one conventional crisis, Tylenol, some cyber incidents, Target and Home Depot and Sony, and one that is a hybrid of the two, Panama Papers. Let's start with the Tylenol crisis. Can you see how the model organizes the problem space of critical situation management? Can you see how it can be used to identify areas of strength and weaknesses in results areas and resource areas in the management of the Tylenol crisis? Here we move to an analysis of a salient crisis facing all businesses today, cybersecurity. Here we have a breakdown of Home Depot and Target's responses in each of the results and resource areas. Can you see how the model helps make the breakdown clear? The Panama Papers example gives us a good mix of traditional and digital critical situations and how not only the target organization but some collateral groups and individuals were able to deal with this critical situation. Can you see how the model is useful for framing the situation and making it clear? Sony in North Korea is another high-profile example of how organizations fared in response to a critical situation. Here we have a breakdown of the results areas and resources for this global incident. Can you see how the model is useful for framing the situation and making it clear? Can you see how it might help you have the same clarity for your critical situations?

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