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Facebook Messenger emerging as a challenge for business continuity and crisis managers

At the recent Facebook Developer Conference F8 event, Facebook CEO Mark Zuckerberg set out the company’s vision for Facebook’s Messenger app to become the defacto communications medium for business to business and business to customer communications.

In his Day One keynote speech, Zuckerberg set out Facebook’s five year strategy for Messenger and the associated Messenger Platform, which enables developers to build apps based on the technology.

Putting the growth of Messenger traffic in context, Zuckerberg said that around 50 billion messages are currently sent per month through Messenger and WhatsApp; this compares to 30 billion messages per month sent by SMS at its peak.

Zuckerberg believes that a high proportion of organizational communications, including ordering, information dissemination and customer service, will migrate to Messenger and similar technologies. It’s the way that customers want to interact with businesses, says Zuckerberg.

The challenge for business continuity managers will be how to protect and recover Messenger and chatbot systems from outages and how to secure them from cyber attacks. The challenge for crisis managers will be how to make the best use of this emerging technology for proactive communications during incidents and how to manage the reactive messaging needed when the organization’s reputation becomes reliant on the ability to respond instantly and appropriately during a crisis.

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