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ITIL :: View topic - Major Incident Communications - a challenge
Joined: Mar 17, 2011 Posts: 3 Location: Toronto, Canada
Posted: Fri Mar 18, 2011 4:54 am Post subject: Major Incident Communications - a challenge
Hello,
I have been challenged to revamp the communications that my company use surrounding the major incident process.
A the moment we send out an SMS text to cells stating the service is down, then a pre-populated email message stating the outages basic details, then 30 minute updates via email, a final green/operational pre-populated email then a final SMS text saying its all ok.
The issue I am having is that going forward all updates must be bi-lingual (french & english) and the company do not have blackberries (3000 people with no BB's! )
I'm thinking of using the new tool (VSM) that we are implamenting to send an initial SMS pointing the users to the tools bulletin boards for updates but the french issue makes it difficult (no french speakers in IT so need to be precanned)
Joined: Mar 17, 2011 Posts: 3 Location: Toronto, Canada
Posted: Fri Mar 18, 2011 11:52 pm Post subject:
Hi Boris - unfortunately for me the French Canadians think they are special and google translate has already been ruled out by the business as it is only about 60% accurate apparently. We do have translators available onsite but need to be booked in advance which isnt ideal in a sev1 situation.
Joined: Mar 10, 2008 Posts: 401 Location: Sunderland
Posted: Mon Mar 21, 2011 8:46 pm Post subject:
Chris77 wrote:
Hi Boris - unfortunately for me the French Canadians think they are special and google translate has already been ruled out by the business as it is only about 60% accurate apparently. We do have translators available onsite but need to be booked in advance which isnt ideal in a sev1 situation.
That is a tough one.......most people run a tight ship these days and don't have bandwidth/resource to offer an additional service in another language. I work for a vendor on a French account and if they told us they wanted communications in French we would draw up a contract change note and tell them how much it would cost. You on the other hand have been told to magic-up a solution from nowhere. Given that you're a Canadian company do you have a communications department that could help you out with the translation?
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