Wednesday's Telstra outage stopped more than phone calls. Trains held at platforms, payment terminals dropped out and the debate about emergency roaming has started again. Most of the response will focus on network redundancy, and it should. But there's a second layer: communication redundancy. How an organisation reaches its people and its customers when the channel it relies on is the thing that failed. I coordinated public updates through Cyclone Yasi and Cyclone Debbie, when parts of Queensland lost power and phone coverage for days. The organisations that held community trust weren't the ones with the best infrastructure maps. They were the ones that had decided, before the event, who speaks, what the first holding line says, which channels stay live when the primary one is gone and how often updates go out even when there's nothing new to say. Every infrastructure operator will read this week's outage through an engineering lens. The ones that handle the next disruption well will read it through a communication lens too. Networks are restored in hours. Trust takes longer. I help organisations answer these questions while there's still time to think. If Wednesday raised them for you, get in touch. #CrisisCommunications #InfrastructureResilience #CommunityEngagement #Queensland