Avaya Holdings Corp. a global leader in solutions to enhance and simplify communications and collaboration, today announced that it will provide its Avaya Spaces collaboration software for free to education institutions, including colleges and universities, along with qualified non-profit organisations worldwide. Avaya Spaces is recognised for its ease of implementation and the significant impact it can have on organisational resilience and continuity. Since January, Avaya has seen a 200 percent increase in video collaboration traffic on this platform.
“Coronavirus (COVID-19) is impacting the lives of people around the globe and every day we hear new sobering stories about the very real health and safety implications of the spread of this virus,” said Jim Chirico, CEO of Avaya. “There is an especially immediate need in the education sector as school and university administrators consider the safety of their students while ensuring continuity of their classes, engagement with their students and delivering on their educational objectives. Avaya has four million UC and contact centre seats in the state, local government and education market worldwide – so we understand the demands of that sector and targeted our Avaya Spaces offer accordingly.”
Avaya Spaces provides a cloud meeting and team collaboration solution that enables people and organisations to connect and collaborate remotely – and goes beyond integrating chat, voice, video, online meetings and content sharing. It gives users an extensive set of meeting and team collaboration features, including voice and video conferencing for up to 200 participants. As a mobile-enabled solution, it gives users a simple, secure and effective way to track communications and manage tasks when travel and connectivity are limited.
As early as January, Avaya teams and partners were on the frontline in Wuhan, China to help in the initial stages of this epidemic. The company donated audio and video equipment and dispatched resources for speedy installation and deployment for hospitals in the region to help medical personnel perform remote consultation and video diagnostics as well as to enable patients to visit virtually with loved ones. Avaya continues to explore opportunities to help during this global challenge.
To learn how to sign-up for the free Avaya Spaces offer, eligible organisations are asked to visit this web page.
Twelve South, today adds to its family of luxury leather cases by introducing the Journal for MacBook and Journal for iPad Pro. Crafted from impeccable full-grain cognac leather, the Journal cases are designed to make a statement and have that luxury luggage feel. Features including dual zippers, micro-suede lining and reinforced corners keep precious Apple devices safe and secure while hidden internal pockets are perfect for storing important documents or accessories.
The Journal family includes cases for iPad Pro, MacBook Air and MacBook Pro as well as the Journal CaddySack, a travel tote for chargers, cables and adaptors.
Journal for iPad Pro
This stylish case – created exclusively for iPad Pro – doubles as a viewing stand and typing + sketching wedge. The built-in kickstand positions the iPad at the most comfortable angle for working in Pages, responding to emails or illustrating with the Apple Pencil. Lift the shell up into display mode and users can share a presentation or recent holiday photos. In any mode, a protective snap-in-shell holds the iPad Pro securely without compromising the edge-to-edge Liquid Retina display.
The Journal for iPad Pro makes working on the go easy thanks to a convenient interior pocket that provides storage for documents or a slim compact keyboard. There’s also room to safely charge the Apple pencil beside the iPad magnetic charger. Dual zippers keep the case closed but allow it to be unzipped just enough for the charging cord or another cable to slip through. Additionally, the back- cover window makes it easy to capture beautiful photos and 4k video with the iPad Pro.
The Journal for iPad Pro is available now for both 11” and 12.9” iPad Pro (3rd gen) with prices starting from £99 from www.amazon.co.uk.
Journal for MacBook
Fashioned out of elegant, top quality leather which is water and UV resistant and dressed up with smart details including leather zipper pulls, embossed elements and contemporary back stitching, users no longer have to compromise on style in order to protect their MacBook.
The slim form of the Journal which has been exclusively designed for the MacBook Air and Pro, means users can comfortably type, adjust the screen angle and access the USB-C ports without removing the case. A small tab located on the interior bottom of the Journal reveals a hidden document compartment that’s perfect for carrying important paperwork.
The Journal for MacBook is available now with prices starting from £119.99 from www.amazon.co.uk.
Journal CaddySack
The other popular product in the Journal range is the CaddySack, a luxury leather tote designed to neatly house those essential Apple accessories. Open up the CaddySack to find a collection of elastic bands, Velcro straps and a pocket designed to neatly hold tools like power adapters, charging cables and an Apple Pencil. A soft tweed fabric keeps Apple accessories looking like new.
The Journal CaddySack is available now for £69.99 from www.amazon.co.uk.
Microsoft and Enable Ireland have joined forces today to announce a new commitment to embed AI into the Assistive Technology Passport which is being developed to empower people with disabilities to have an independent life. The announcement marks the 20th anniversary of Microsoft’s partnership with Enable Ireland.
Microsoft and Enable Ireland have been collaborating on the role of Assistive Technology for twenty years. The partnership has been built on a shared vision of enabling technology to transform the lives of people with disabilities and to empower them to achieve more. The idea for the AT Passport came from a discussion paper published by Enable Ireland in 2016 with the support of Microsoft and Disability Federation of Ireland. The focus of this paper was about bringing the idea of the AT Passport to life in Ireland and today’s announcement marks the next phase in this process and will see Microsoft and Enable Ireland work with Maynooth University to make this idea a reality.
Picture shows from left John O’Sullivan, CEO, Enable Ireland; Imelda Delemere, Enable Ireland Adult Services in Sandyford and Cathriona Hallahan, Managing Director, Microsoft Ireland
Research has shown that the provision of AT services is often fragmented, difficult to navigate and not user centric. The AT Passport is a personal record of all of the relevant information about an individual’s requirement for AT including the necessary referrals, eligibility and training requirements and can support users to access the training and supports they need. Once developed it will be a tool that will help to streamline the way in which people gain access to Assistive Technology – equipment, training and funding and has the potential to ensure that those who need Assistive Technology can get it and, as a result, experience greater autonomy in their own lives.
Speaking today Cathriona Hallahan, Managing Director, Microsoft Ireland said: “At Microsoft we believe that technology can play a key role in driving positive and progressive change across every aspect of our lives, unlocking new and exciting opportunities for everyone in society. Assistive technology can transform the lives of people with disabilities ensuring they have the tools, skills and support to be independent and live a life with no limits. That is why we have been supporting Enable Ireland’s life-changing work for over 20 years and why today we are announcing a collaboration with them to develop the Assistive Technology Passport.”
“Technology empowers us all to achieve more everyday but for a person living with a disability it can be the difference of being able to engage with the world and not. The idea of an AT passport was something we really wanted to help bring to life with Enable Ireland and the funding we’re providing will do this while also ensuring that we embed AI into the functionality of the passport. We’re really excited to see this project brought to life.”
Today just 1 in 10 people with a disability who require AT have access to it. In order to ensure that technology can deliver real progress and change for everyone in society we must equip those with disabilities with the technology they need and ensure that their families, carers, employers and educators have the necessary training. Scaling the AT Passport internationally has the potential to achieve a truly global impact.
John O’Sullivan, CEO of Enable Ireland said: “I am thrilled to be part of the announcement today of a deepening of our collaboration with Microsoft Ireland. We have enjoyed a great relationship with Microsoft over the last 20 years, which has allowed us to provide Ireland’s only accredited course in AT and for their continued commitment which will help us to develop an AT passport. I believe that an AT passport will help to ensures that those who need AT have access to it. Technology is able to provide truly life changing assistance to people with disabilities by enabling them to live and achieve independence. Research has shown that the provision of AT services is sometimes disjointed, unclear and not designed around the end user. By developing an AT passport, we believe it will be less ambiguous for users to access the support and training they require.”
The perfect Mobile World Congress would focus less on the latest devices and more on the future of the mobile industry; it would be more of a collaborative forum where the entire mobile ecosystem comes together to define the state of the industry and identify what really needs to be done in order to move markets, solutions, and outcomes forward, states the MWC veteran analysts from global tech market advisory firm, ABI Research.
In its new whitepaper, The Perfect Mobile World Congress: 13 Visions for the Ideal Mobile Trade Show, ABI Research highlights that while MWC 2020 was a missed show, it’s not a missed opportunity. The cancellation was unavoidable, but “this pause may prove to be just what the mobile community needs: a chance to reflect, reengage, and, ultimately, reorient to most effectively chart the future of the industry,” explains Stuart Carlaw, Chief Research Officer at ABI Research.
The Perfect Mobile World Congress visions from ABI Research’s analysts:
“Traditionally, most MWC events are inundated by noise-generating, but not revolutionary, announcements. This annual game of one-upmanship largely detracts from the meaningful discussions, dialogs, and negotiations that should be happening at the perfect MWC to build consensus around how to shape the future of the industry,” Carlaw propounds.
AI & Machine Learning: “The perfect MWC would have all telcos presenting at the event fully realize and embrace the importance of 5G and Artificial Intelligence (AI). The deployment of 5G already brings AI to radio access networks and backhaul optimization. Telcos will need to speed up their adoption curve by integrating AI into service-based architecture and utilize AI in various domains, such as customer service, inventory management, and network service orchestration,” offers Lian Jye Su, AI Principal Analyst at ABI Research.
5G and Mobile Network Infrastructure: “The perfect MWC would put the challenges facing the mobile telco domain in a market that is currently experiencing 5G deployments and mass market adoption of this new generation, including geopolitics, a declining economic environment, increased pressure on infrastructure vendors, and a transition to more open networks. An ideal MWC would have a forum to discuss all these aspects and become the central arena to move the industry forward,” advises Dimitris Mavrakis, 5G Research Director at ABI Research.
5G Markets:“The perfect MWC would have the telco market come together to identify and pursue SME requirements and create the platforms, services, and applications to cater to them. This may not mean doing everything alone, but to collaborate with the web domain to address this challenging market segment,” proposes Leo Gergs, 5G Analyst at ABI Research.
5G Devices, Smartphones & Wearables:“The perfect MWC would offer real insight into more collaboration in 5G. Indeed, a welcome prospect, with major vendors (yes, including perennial shunner Apple!) and component suppliers working closely with global carrier partners to create differentiated offerings taking 5G far away from the concept of being just another ‘G’,” advocates David McQueen, 5G Devices Research Director at ABI Research.
Digital Security:“The perfect MWC would have significantly more coverage of more cybersecurity-related issues. This is especially critical for any IoT-adjacent services, and with each IoT vertical holding its own unique security requirements (e.g., industrial, critical infrastructure, smart cities, etc.),” envisions Michela Menting, Cybersecurity Research Director at ABI Research.
“One thing is for certain; the mobile industry is not learning lessons fast enough and is not answering the right questions at the right time. The cancellation of MWC 2020 might seem a disaster, but the future is bleaker if the industry doesn’t pause, take some time to reflect, and radically retool its approach to be a fit-for-purpose entity, Carlaw sums up.
Irish company Marino Software have developed an innovative solution to help an MND-sufferer who will eventually lose her voice. The solution was developed as part of RTÉ One’s ‘Big Life Fix’ programme, which brings together some of Ireland’s ground-breaking designers, engineers, computer programmers and technology experts to create tools that will radically improve people’s lives, and will be aired on RTÉ One at 9.35pm this Wednesday, 11th March 2020.
Marino Software were tasked with helping Róisín, a 32-year-old mother of three from Dublin, who had been diagnosed with Motor Neuron Disease (MND) just one month after her 30th birthday in September 2017. Her motor skills are increasingly deteriorating, making everyday tasks very difficult, and MND will eventually make her lose her ability to speak and communicate with her three daughters and family.
The team at Marino Software worked with Róisín to develop the technology that will allow her to communicate after she has lost her voice – in her own voice. They also developed an app which would allow her to record audio and videos in her own voice – recording her thoughts, experiences and feelings and allowing her to choose who to share them with.
Speaking ahead of the airing of Big Life Fix, Garrett Sheridan from Marino Software, said: “Róisín wants to be able to continue interacting with her daughters after her voice goes, but it was very important to her that she would be able to communicate in her own voice, and not in someone else’s.
“Róisín is a very sociable woman, who is not just the mother to her children, but she is also the mammy to all her brothers and sisters – and there are always people coming and going from her house. She told us about interests which she enjoyed until she was diagnosed such as meditation, music, going to gigs, hiking and going to the gym.
“Over the course of six months we worked with Róisín to map out the types of conversations she has most often and is most likely to continue having – from chatting with her children about school, to typical Irish discussions about the weather!
“We used a combination of recordings and AI-generated sentences for Róisín’s digital voice to be as close as possible to her own voice and built a solution she could start using on her tablet.”
In addition to the main soundboard app, Marino Software built a legacy app for Róisín to be able to record audio and videos and choose who she would like to receive these. This app will keep her voice alive, pass on her experience and capture her wisdom for her children and family.
Garrett Sheridan said “Working with Róisín was an inspiration for all involved. We aimed to positively impact her life and hopefully, we’ve done that. There’s a huge opportunity to enable people through design and technology and our team is excited about building awareness about this.”
Many, if not most, organisations have already crossed the “working from home”, or at least the “working while on the road” bridge.
If you’re on the IT team, you’re probably used to preparing laptops for staff to use remotely, and setting up mobile phones with access to company data.
But global concerns over the current coronavirus (Covid-19) outbreak, and the need to keep at-risk staff away from the office, means that lots of companies may soon and suddenly end up with lots more staff working from home…
…and it’s vital not to let the precautions intended to protect the physical health of your staff turn into a threat to their cybersecurity health at the same time.
Importantly, if you have a colleague who needs to work from home specifically to stay away from the office then you can no longer use the tried-and-tested approach of getting them to come in once to collect their new laptop and phone, and to receive the on-site training that you hope will make them a safer teleworker.
You may end up needing to set remote users up from scratch, entirely remotely, and that might be something you’ve not done a lot of in the past.
So here are our five tips for working from home safely.
Make sure it’s easy for your users to get started
Look for security products that offer what’s called an SSP, short for Self-Service Portal.
What you are looking for is a service to which a remote user can connect, perhaps with a brand-new laptop they ordered themselves, and set it up safely and easily without needing to hand it over to the IT department first.
Many SSPs also allow the user to choose between different levels of access, so they can safely connect up either a personal device (albeit with less access to fewer company systems than they’d get with a dedicated device), or a device that will be used only for company work.
The three key things you want to be able to set up easily and correctly are: encryption, protection and patching.
Encryption means making sure that full-device encryption is turned on and activated, which protects any data on the device if it gets stolen; protection means that you start off with known security software, such as anti-virus, configured in the way you want; and patching means making sure that the user gets as many security updates as possible automatically, so they don’t get forgotten.
Remember that if you do suffer a data breach, such as a lost laptop, you may well need to disclose the fact to the data protection regulator.
If you want to be able to claim that you took the right precautions, and thus that the breach can be disregarded, you’ll need to produce evidence – the regulator won’t just take your word for it!
Make sure your users can do what they need
If users genuinely can’t do their job without access to server X or to system Y, then there’s no point in sending them off to work from home without access to X and Y.
Make sure you have got your chosen remote access solution working reliably first – force it on yourself! – before expecting your users to adopt it.
If there are any differences between what they might be used to and what they are going to get, explain the difference clearly – for example, if the emails they receive on their phone will be stripped of attachments, don’t leave them to find that out on their own.
They’ll not only be annoyed but will probably also try to make up their own tricks for bypassing the problem, such as asking colleagues to upload the files to private accounts instead.
If you’re the user, try to be understanding if there are things you used to be able do in the office that you have to manage without at home.
Make sure you can see what your users are doing
Don’t just leave your users to their own devices (literally or figuratively).
If you’ve set up automatic updating for them, make sure you also have a way to check that it’s working, and be prepared to spend time online helping them fix things if they go wrong.
If their security software produces warnings that you know they will have seen, make sure you review those warnings too, and let your users know what they mean and what you expect them to do about any issues that may arise.
Don’t patronise your users, because no one likes that; but don’t leave them to fend for themselves, either – show them a bit of cybersecurity love and you are very likely to find that they repay it.
Make sure they have somewhere to report security issues
If you haven’t already, set up an easily remembered email address, such as security911 @ yourcompany DOT example, where users can report security issues quickly and easily.
Remember that a lot of cyberattacks succeed because the crooks try over and over again until one user makes an innocent mistake – so if the first person to see a new threat has somewhere to report it where they know they won’t be judged or criticised (or, worse still, ignored), they’ll end up helping everyone else.
Teach your users – in fact, this goes for office-based staff as well as teleworkers – only to reach out to you for cybersecurity assistance by using the email address or phone number you gave them. (Consider snail-mailing them a card or a sticker with the details printed on it.)
If they never make contact using links or phone numbers supplied by email, they they are very much less likely to get scammed or phished.
Make sure you know about “shadow IT” solutions
Shadow IT is where non-IT staff find their own ways of solving technical problems, for convenience or speed.
If you have a bunch of colleagues who are used to working together in the office, but who end up flung apart and unable to meet up, it’s quite likely that they might come up with their own ways of collaborating online – using tools they’ve never tried before.
Sometimes, you might even be happy for them to do this, if it’s a cheap and happy way of boosting team dynamics.
For example, they might open an account with an online whiteboarding service – perhaps even one you trust perfectly well – on their own credit card and plan to claim it back later.
The first risk everyone thinks about in cases like this is, “What if they make a security blunder or leak data they shouldn’t?”
But there’s another problem that lots of companies forget about, namely: what if, instead of being a security disaster, it’s a conspicuous success?
A temporary solution put in place to deal with a public health issue might turn into a vibrant and important part of the company’s online presence.
So, make sure you know whose credit card it’s charged to, and make sure you can get access to the account if the person who originally created it forgets the password, or cancels their card.
So-called “shadow IT” isn’t just a risk if it goes wrong – it can turn into a complicated liability if it goes right!
Most of all…
Most of all, if you and your users suddenly need to get into teleworking, be prepared to meet each other halfway.
For example, if you’re the user, and your IT team suddenly insists that you start using a password manager and 2FA (those second-factor login codes you have to type in every time)…
…then just say “Sure,” even if you hate 2FA and have avoided it in your personal life because you find it inconvenient.
And if you’re the sysadmin, don’t ignore your users, even if they ask questions you think they should know the answer to by now, or if they ask for something you’ve already said “No” to…
…because it might very well be that they’re asking because you didn’t explain clearly the first time, or because the feature they need really is important to doing their job properly.
We’re living in tricky times, so try not to let matters of public health cause the sort of friction that gets in the way of doing cybersecurity properly!
Curiscope has announced the launch of their next product, Curiscope Multiverse, in partnership with Future Tech Labs and San Shepherd, one of the creators of Star Chart, the astronomy app downloaded by over 40 million people worldwide.
Curiscope Multiverse will retail as packs for £39.99 / $49.95 and as individual posters for £24.99 / $34.95. Each poster covers a different Space topic, touching on the individual planets, the Solar System and the Earth. At launch there are 4 different designs with more to follow in the next couple of months. The posters pair with a free accompanying app that works on recent IOS & Android phones.
When viewed through the app, the wonders of the Solar System come into your classrooms and homes through augmented reality and are brought to life with animations, facts and cross-sections that let you explore them in detail.
With the product, Curiscope are also announcing their initiative to become a net positive company. For every poster sold, they’ll be planting a tree. They have announced this initiative in partnership with Bristol based company, Offset Earth.
Curiscope are well known as one of the leaders in Augmented Reality, creating the award-winning Virtuali-Tee that has now been sold in over 100 countries. This series of posters represents their next major product launch and their continued vision to bring learning to life through their AR apps and products.
Future Tech Labs has worked across AR and VR, recently partnering with Oculus and National Geographic on new releases. Future Tech Labs was founded by San Shepherd who, as part of Escapist Games, created one of the top immersive apps of all time with over 40m downloads for Star Chart and over 500k installs for their AR/VR specific apps.
Ed Barton, Co-Founder and CEO of Curiscope said “we’ve known San for about 4 years now and have followed his success with Star Chart. We’ve been really keen to create a new product around a new topic and to bring that to life. When we started thinking about Space, San was the natural partner.”
Ed Barton
Sam Shepherd
San Shepherd, Co-Founder and CEO of Future Tech Labs said “The quote, ‘Tell me and I forget. Teach me and I may remember. Involve me and I learn.’ has never been more true than today. Technology can now be used to make education immersive, fun, and social. Putting people at the heart, involving them, and letting them learn through playful osmosis.
As a result, Curiscope is the perfect long-term partner for us. With the success of the brilliant Virtuali-Tee, Ed has cemented Curiscope as a leader in providing innovative solutions for digital learning. We are pleased to have a partner of this calibre bring our vision of immersive education to a global audience and we’ll be working with one another on future posters, products and app updates.”
JOBY, creator of award-winning mounts, stands and grips designed to elevate the world of vlogging is now widening its scope to a vital product for content creators: LED light. With Beamo™, JOBY now provides a complete ecosystem of products for run-and-gun content creators, further solidifying itself as a leader in smartphone accessories.
JOBY is proud to announce their first high quality LED light, Beamo. If you’re a mobile content creator, light management is just what you need to take your videos to the next level. Available in 2 models, the Beamo and the Beamo Mini empowers you to have pro- grade lighting in any condition. Its pocket-sized design makes it great for vlogging adventures. An aluminum shell renders this LED extremely durable and robust, plus it is waterproof up to 100 feet (30m). Rain or shine, night or day, underwater or on a summit – with Beamo™ your videos will be LIT!
A diffuser is included with Beamo to soften the light and give you flawless skin tones. So, whether you’re vlogging on a cloudy day or in a poorly lit room, you’ll have a perfect spotlight that makes you look incredible. Plus, each Beamo™ contains five modes of brightness – allowing you to find your perfect degree of lighting. To top it off, a unique cold shoe mount permits you to quickly slide the Beamo™ on to phones, clamps or cameras… or even attach up to four Beamo at once for extra brightness.
Beamo is the most powerful between the two models, with 1,500 lumens of brightness. Choose to use it at full power to illuminate super dark conditions or dim it to half for softer lighting effect. Use the diffuser to get that flawless skin tone everyone craves (it’s a must when recording videos!). Beamo also has wireless charging capability and can last up to 100+ minutes at 50% power*. This means more time creating and less time worrying about your gear.
Beamo Mini – With 1,000 lumens of brightness, Beamo Mini is super compact and the ideal LED light for mobile vlogging. A magnetic backing permits you to be even more creative and explore new angles and perspectives. Attach it to a fence, pole or any magnetic surface to get your perfect illumination. The Beamo Mini is the slimmest between the two models at just 1.5in (3.9cm) – it’s travel-friendly and ready to make you look good on any adventure!
Beamo series is equipped with Bluetooth and can be connected to the dedicated myJOBY app, making it convenient for you to adjust without losing that perfect position while in front of the camera. MyJOBY app gives you complete control of brightness and management of multiple Beamo at once. The app also saves exact light settings, allowing you to focus more on creating and less on setup.
As national governments continue to halt mass events and impose limits on international travel, it seems that COVID-19 continues to pose the threat of causing a global pandemic. Neil McDonnell, Chief Executive of the Irish SME Association (LSME), warned Irish businesses to prepare themselves for the potential disruption the virus may bring to Ireland’s economic landscape. Mr McDonnell advised businesses to consider not only the short-term impact of the virus, such as the unavailability of staff due to sick leave, changes in customer behaviour and restrictions on international travel, but also the longer-term impact on global supply chains. Ireland has increasingly become reliant on Chinese manufacturers with some Irish SMEs sourcing up to 40 per cent of stock from China. He offered a stark warning, commenting that “[if] you don’t have the working capital to hit pause, you’re in trouble,”
Coronavirus has already caused massive disruption across the globe, a prominent example being the GSMA’s decision to cancel Mobile World Congress 2020, one of the largest international trade conferences in the world.
Some SMEs may have already decided that employees must work from home to reduce risk of infection, believing current business continuity plans will be adequate to continue operations as normal. But a wide-scale outbreak like coronavirus requires more than a business continuity plan or an on-the-fly decision to have everyone work remotely; after all that doesn’t work for all roles in all businesses.
How coronavirus will affect organisations
From a business continuity perspective, breaking news, government advisories and actions, and changing economic impacts make viral outbreaks a moving target. In order to protect the availability of mission-critical processes and operations throughout the uncertain times, Irish SMEs must be prepared for a variety of disruption scenarios on a rolling scale of severity and impact.
The first priority must be to protect the people within an organisation. During an outbreak, businesses must provide a safe working environment for personnel and visitors. According to Mr McDonnell, P2P, or person-to-person, organisations such as retail, hospitality, healthcare or delivery must be especially cautious: “Where [P2P] contact is unavoidable, you are going to have to make contingency plans for backfilling, such as talking to agencies about where you’ll get similar labour and that sort of thing.” This may result in businesses needing to temporarily close, especially for SMEs for whom staff shortages can cause the biggest impact.
Upon learning that someone in the facility has been taken ill, organisations should take precautions to limit active virus exposure, which might mean restricting access to certain locations and possibly disinfecting all work and rest areas where the person taken ill may have visited. Depending on the both size of the workplace facility and the ability for staff to work remotely, companies should consider establishing work area recovery spaces to bridge any gap in operations caused by workplace unavailability.
How coronavirus will affect customer bases
Businesses should be aware of how viral outbreaks can lead to changes in customer behaviour and demand for certain products and services. Some companies, like the makers of surgical masks, might see product demand surge, while others, like retailers, might see store traffic dry up. Banking customers might switch to using drive-up windows or online transactions to reduce P2P interaction. Increased online transactions in particular can lead to a dramatic escalation of calls to customer services in lieu of people seeking in-store interactions.
Anticipating these disruptions, businesses should consider what can be done in the present to continue meeting customer commitments in the future. Service disruptions can be very damaging to the experience of both consumers and businesses alike, therefore potential gaps in services need to be planned for. For example, manufacturing organisations may wish to accelerate production now to ensure the production meets demand when a pandemic causes disruption to critical supply chains.
How coronavirus will affect communication
Whether there’s an illness within the ranks, general concern over social interaction, school closures, or another event, businesses must assess the impact of employee absence or staff working from home. How will customer demand be met? How will surges in IT help desk call-ins from remote workers be handled? Are employees adequately trained on remote working or set policies temporarily authorising overtime or accelerated schedules? Having the answers to these questions ahead of disruption will pay dividends when an actual crisis arises.
Businesses must also communicate clearly. Communications protocols should be set with personnel to make clear how an organisation will share advisories and actions, i.e. when and how employees will be kept in the loop about facility closings and other changes. Organisations also need to be clear about what time-recurring updates will be available and how employees can access them, whether it’s through a website, a hotline number or a preferred channel. And should the unfolding situation call for immediate notification, a means to communicate time-sensitive urgent messages is essential.
While it’s important to spread awareness of the strategies in place to ensure business continuity, assigning an individual with the role of communicating critical messages during a viral outbreak can help lead others quickly to safety and resolution. Look to the head of human resources for the workforce and workplace elements. The operational aspect to pandemic preparation and response should fall under the COO.
Start or refresh your pandemic plan now
The potential local and global economic impact of coronavirus cannot and should not be underestimated, with the Irish stock exchange recently plunging by more than 4.3 per cent, its biggest drop since the Brexit referendum result in 2016. Ultimately, a pandemic plan addresses workforce, workplace, vendors, and customers. Crafting or updating one will make employees feel more comfortable, and ensures companies are better equipped to handle customer needs despite an outbreak that impacts business.
Irish SMEs should conduct a comprehensive risk assessment at regular intervals to gain access to the information they need to avoid the potential economic, operational and psychological disruption that coronavirus can create. Assessments help protect staff, workplaces, third parties and anyone else who comes into contact with an organisation. At the end of the day, having protections put in place ahead of the fact is a far more effective approach to ad-hoc recovery efforts, the consequences of which can be devastating.
