Critical Communication Capability Framework

by Jim Desler, David Pultorak

Overview

In our digital enterprise age, where technology and commerce have merged, the modern organization has transformed, so that the business is IT (information technology), and IT is the business. In this context, it is counterproductive to continue to try to handle IT major incidents, such as cyberattacks, and business-side PR nightmares, such as leaked company-sensitive information, in isolated business and IT silos. An approach that relies on separate and siloed teams, each following different playbooks without a shared visualization of the situation, is a recipe for confusion and disaster. Today’s organizations need something different. They need business and IT professionals and teams to work from the same frame of reference, with a shared objective, shared information, a common visualization of the situation, a shared toolchain and one shared set of processes. Frustratingly (until now), there was no unified body of knowledge that provided a common framework for organizations to understand and handle critical situations. Acceleres created the Critical Communication Capability® (CCC) Framework to fill that gap. The CCC Framework is an extensive body of knowledge designed to provide individuals, teams and organizations with a shared frame of reference for handling crises more efficiently and effectively. Acceleres designed the CCC Framework to make critical situation handling tractable for organizations of all sizes, and to provide a shared frame of reference for assessing and establishing actual readiness and capability. It works as a unifying approach that can incorporate existing incident response processes and practices. There is no other framework like it. This publication outlines the shared approach of the CCC Framework, and includes the CCC Model, a capability assessment, an organized process for management and improvement, and extensive resource indicators and best practices

Product Details

ISBN-13:	9780117093799
Publisher:	The Stationery Office Ltd
Publication date:	11/30/2022
Sold by:	Barnes & Noble
Format:	eBook
Pages:	186
File size:	5 MB

About the Author

Jim Desler is a communications executive with specialized experience in crisis communications. He spent 17 years at Microsoft® in a variety of roles, including working with customers in managing technology-related, crisis-level cybersecurity issues. He also served as the communications lead for the company’s business solutions division and as director of Global PR, heading up the company’s worldwide communications operations. No stranger to crisis management, when Jim started his career at Microsoft, he managed security issues and was the communications lead for legal and regulatory issues, serving as the company spokesperson for the antitrust cases in the US and Europe. Before his time at Microsoft, he worked in the US government, undertaking communications roles in the Commerce Department, the International Trade Administration, the State Department and the Department of Defense. Jim is a graduate of the University of California at Berkeley
David Pultorak is a Seattle-based service experience management consultant who writes about the critical capabilities that people and teams need to succeed in today’s digital organizations. His passion is to make the big picture (the ‘what’ and ‘why’) and the practical and tactical aspects (the ‘how’) of a job easy to understand and apply in practice. David is an ITIL® v2 Manager and ITIL v3 Expert and holds all the available ITIL 4 qualifications. He was a pioneer in the practical application of ITIL in the US and was a contributor to ITIL v2 and v3. He has written several IT service-management-related books and is best known for his popular ITSM-related courses on LinkedIn® Learning. David is a graduate of Combs College of Music and received a Master’s degree in Organizational Science from the University of Pennsylvania