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Volume 32, Issue 3

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Friday, 10 May 2019 20:47

A Case for the Manual Call Tree

Written by  PAUL STRIEDL

I remember my first business continuity gig very well. Back in 1997, there was an art to creating a good old-fashioned call tree. Should you follow the org chart? What happens if one person has too many calls to make? What happens if Person A isn’t reached? Who calls Person A’s people if they are not available? The advent of mass notification systems has (allegedly) relegated the manual call tree to the dustbin of business continuity history. Many BC software providers have eliminated manual call trees and instead integrated mass notification systems into their software. The logic: why keep documenting who calls whom when an automated service can reach thousands of employees at once? While these arguments often make sense, there is a logical flaw. Mass notification systems are great at disseminating information quickly but they often lack the capability to collect the feedback necessary to determine whether or not an employee