Business continuity plans in operation

By Lee Rossini

You never need a business continuity plan until you need one! Not only are these plans required by the legislation, they also play an important role in keeping your business going during a challenging time. The corona virus which causes COVID-19 has only recently reached our shores and at this point there is no way of knowing what the long-term impact will be. It these uncertain times, the need for a business continuity plan becomes real to keep your business running as effectively as possible and with as little disruption as possible.

Managing and communicating with staff

Your staff are likely to be feeling concerned about their own health and how they can continue working from home if need be. If you are still holding staff meetings, use some of the time to share information from credible sources and to address staff concerns. In addition, it is also advisable to set up a channel of instant, two-way communication such as a Whatsapp group. This channel should be used as a means of communication by the CEO or a person in a similar position to address concerns and anxiety. It can be used to post updates on the virus and how to monitor oneself for the illness, as well as other recommended measures to limit the spread, for example, correct handwashing procedures, social-distancing and travel updates. Most importantly, it can be used as a channel regarding when self-quarantine should take place and the procedures to follow. Staff should also be encouraged to use this channel to communicate. This enables management to hear from staff and to provide them with more information where necessary.   

Some companies are offering their staff free hand sanitizer and multi-vitamins to boost their immune systems. In addition, staff members who are not feeling well should be encouraged to stay at home. Check with your staff whether they have been in contact with a family member, friend or whether they have recently traveled from a high-risk area. If this is the case, it is essential to follow the protocol prescribed by the National Institute of Communicable Diseases (South Africa) and the World Health Organisation.

The most important aspect of managing your staff is ensuring that they remain calm and do not buy into the hype around the illness. It is serious but there is no need for hysteria.

Updating your business continuity plan

Although most staff members have a phone, a computer and internet connection, the bandwidth is sometimes a problem. Or businesses do not have collaborative tools in place such as internal communication programs or secure WiFi networks to enable remote work. If your current business continuity plan does not include procedures dealing with remote working conditions, now is the time to put these in place. The procedures should spell out how people should work from home and the technology needed to get the work completed.  Use the time now to do a trial run with staff working at home for a day to test your remote working systems. The plan should also deal with travel, attending conferences and workshops and how to hold internal meetings.

Communicating with clients

Ongoing communication with clients is essential.  A decision tree should be included in the plan as to when to limit face-to-face meetings and switch to telephonic or video conferencing. Now is the time to check in with clients and ask them what you can do to alleviate their concerns and anxieties; now is the time to step up and walk beside your clients and support them through what may be a challenging time for some.   

Although this may be a challenging time for business owners, if the right attitude is adopted, it presents an opportunity to recalibrate and to consider how you could manage your business more efficiently and effectively in the future. Now is the time to be creative and to think out the box. Now is the time to upgrade your business continuity plan to ensure your business can manage the possibly challenging times ahead.