It’s leadership’s responsibility to keep the organisation running – even without IT 

Why technology fails – exactly when you need it most 

In many organisations, digital tools are seen as the backbone of crisis management. There are systems for communication, documentation, incident response, and coordination. But when something actually happens, confusion often takes over. 
 
Someone searches for a contact list in a folder they no longer have access to. Someone else waits for the correct channel to be activated – but no one knows which one. It’s been months since they’ve logged in. Suddenly, everything stalls, despite having the technology in place. 
 
It’s easy to assume it’s an IT issue. But it isn’t. These breakdowns are usually rooted in something much simpler: a lack of shared structure and preparedness. Technology can only help when it is understood, maintained, and integrated into daily routines. Without this foundation, even the best technology will fail at the worst possible moment. 

When structure fails, technology doesn’t matter 

IT systems failure should not be a surprise – it’s a scenario you must plan for. In fact, most IT leaders already do. They implement backup servers, failover protocols, and service agreements. But when those systems are compromised, paused, or inaccessible, the impact shifts to the operational side. 
 
That’s when leadership matters. 
 
Yes, IT is responsible for making sure systems work. But it’s leadership’s responsibility to ensure the organisation can function even when IT doesn’t. This means preparing for disruption, planning for offline scenarios, and making sure that essential actions don’t depend on a working internet connection. 
 
You’ve built the systems – but have you trained people to use them under pressure? Have you tested them in exercises? Have you asked the simple questions: can people log in? Do they know what to do when systems go down? Crisis management isn’t about tools – it’s about the ability to act without delay. 

Start with what must always work 

Before building new tech layers, ensure that your foundation is solid. People need to know where to find crisis plans. Communication must continue even if Teams or email are down. Decision-makers need access to contact lists without having to ask IT. 
 
It’s not about doing more – it’s about making what you already have usable, reliable, and known. 
 
Here’s a checklist based on the foundational level of Murphy’s Tools Pyramid – the absolute essentials that must be in place before you can trust your digital systems to work in a crisis. 

Checklist: what must be in place for digital tools to support crisis management 

🗂 Structure and ownership