Text 1

Phones to the Fore

 

Try working when the telephone is constantly ringing. That is bad enough. Then try working when the telephone never rings. You will probably go out of business. The arrival of faxes, e-mail and computer networks does not alter the fact that the humble telephone and the telephone wire are the lifeline of all businesses.

Experts say that 80 per cent of processes that are critical to business depend on the telephone. Neil McLochlin, head of a business continuity working group at British Telecom, says: ‘It is not just about answering the telephone, it is about data, information and accessibility. You must be online and accessible to your customers.’

Roger Giblet, a communications consultant at Telecom Potential, which specializes in business continuity, goes further: ‘For any business continuity plan, the effective and immediate management of telephone communications is critical. In an emergency, not only is regular telephone traffic jeopardized but the levels of calls ae likely to escalate, exacerbating the situation and fuelling the crisis.’

‘Whether or not the building is evacuated or the switchboard is incapacitated, if callers can’t get through then business may be lost. By planning to maintain vital communications, you can avoid unnecessary threats or risks.’

Companies such as Telecom Potential work with clients to determine the types of calls normally received, the different telephone numbers they use and which are the most valuable or important. It then designs a system to segregate the calls in an emergency, answering the most important.

British Telecom can provide a telehousing service where systems and information can be duplicated and housed off the premises. However, Mr. McLochlin says that it may not be necessary to rent or buy a separate building given the trend towards flexible working. He says ‘Many people no longer have a specific place of work. Before, all information was stored only at the place of work. Now it is managed on networks, so by using the phone at home or mobiles, staff can conduct business in a seamless way. The implications of a disaster in one location are less because of that.’

 

Answer the following questions:

1. What is the lifeline of all business?

2. Why must you be online and accessible to your customers?

3. What kind of work does Telecom Potential do?

4. British Telecom cannot provide a telehousing service, can it?

5. How can staff conduct business?

6. Are the implications of a disaster in one location less or more because of that?