Author: Owen Miles, VP Solutions Engineering EMEA at Restrata
Date: 30 Oct 2025
Blog Series: ‘Miles to Go’ – Exploring the foundations of resilience & continuity
#10 – The Language of Continuity: Why Words Matter in a Crisis
The Language of Continuity: Why Words Matter in a Crisis
In a crisis, clarity isn’t a luxury—it’s a lifeline.
Yet many continuity plans are written in a way that assumes calm, time, and perfect comprehension. They’re filled with jargon, vague instructions, and passive language. They rely on assumptions: that people will know what to do, that they’ll interpret the plan correctly, and that they’ll be able to act without hesitation.
But real crises don’t work like that.
People under pressure don’t have time to decode vague instructions. They need direct, actionable guidance. They need to know who is responsible, what needs to happen, when it must happen, and how to escalate if things go wrong. If a plan says “activate the crisis team,” it must also say who activates it, how they’re contacted, and what their first action should be.
I’ve seen plans fail not because the strategy was wrong, but because the language was unclear. Teams hesitated. Roles were misunderstood. Critical steps were skipped. And in those moments, every second mattered.
The most effective continuity plans are written for humans—not for auditors. They use plain language. They’re structured for speed. They’re tested not just for logic, but for usability. They’re designed to be understood in 30 seconds or less, even by someone who’s tired, stressed, or unfamiliar with the situation.
This isn’t just about writing—it’s about empathy. It’s about understanding how people behave under pressure and designing plans that support them. It’s about removing ambiguity, reducing cognitive load, and enabling confident action.
And it’s not just the plan itself—it’s how it’s communicated. Are roles clearly defined? Are escalation paths intuitive? Are instructions accessible across devices and locations? Is the language consistent across systems and teams?
Because in a crisis, words matter. They shape decisions. They guide actions. They influence outcomes.
So if your continuity plan hasn’t been reviewed for clarity, now’s the time. Strip out the jargon. Be specific. Write for the moment—not the meeting.
Call to Action: Take 10 minutes to read your crisis plan aloud. Is it clear, actionable, and jargon-free? If not, rewrite it for clarity under pressure
Next Week: We’ll examine the resilience gap—where most organizations fall short, and how to close it before it’s too late.