Conquering Tough Challenges for More Effective Emergency Notification

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In addition to new legal and regulatory mandates, there is an emerging expectation of the right to be informed and notified of critical incidents. Demonstrating emergency notification capabilities is …

In addition to new legal and regulatory mandates, there is an emerging expectation of the right to be informed and notified of critical incidents. Demonstrating emergency notification capabilities is no longer an optional activity, but one for which we are being held increasingly accountable. Despite new technologies, best practices, and lessons learned from highly publicized crisis response successes and failures, challenges abound. Distinguished crisis communication expert Dr. Robert C. Chandler discusses communication challenges and opportunities during emergencies and how to master the fine art of sending the right message to the right people when disaster strikes.

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  • October 27, 2005
  • October 27, 2005
  • There is an emerging expectation of the right to be informed. Senior management and security personnel are being held directly accountable for sustaining effective emergency communication.
  • There is an emerging expectation of the right to be informed. Senior management and security personnel are being held directly accountable for sustaining effective emergency communication.
  • October 27, 2005
  • October 27, 2005
  • October 27, 2005
  • October 27, 2005
  • October 27, 2005

Transcript

  • 1. audio dial-in 1-516-453-0014 access code 548-362-474 note slides are currently available on the Everbridge blog blog.everbridge.com twitter.com/everbridge facebook.com/everbridgeinc youtube.com/user/everbridge
  • 2. Conquering Tough Challenges for More Effective Emergency Notification Robert C. Chandler, Ph.D. Director, Nicholson School of Communication
  • 3.
    • Leader in incident notification systems
    • Fast-growing global company with more than 1,000 clients in more than 100 countries
    • Serve the Global 2000, healthcare systems, state and local government, federal government, military, financial services firms, and universities
    • 100% focused on incident notification solutions that merge technology and expertise
    About Everbridge
  • 4.
    • Part 1: Presentation
    • Emergency notification pitfalls
    • Audience characteristics in disasters
    • How to respond during each phase of a crisis
    • Anatomy of an emergency notification message
    • Best practices for emergency messaging
    • Part 2: Q&A
    Agenda
  • 5. Use the Q&A function to submit your questions. Note: slides are currently available to everyone on blog.everbridge.com Q&A
  • 6. Bracing for the 2010 Hurricane Season Conquering Tough Challenges for Effective Emergency Notification Dr. Robert Chandler University of Central Florida
  • 7. The crux of the notification challenge
    • Contacting the right people at the right time with the right message is the basic challenge for effective emergency notification.
    • Dr. Robert C. Chandler
    • Emergency Communication
    • (2010) p.153
    “ “
  • 8.
    • In addition to new legal and regulatory mandates, there is an emerging expectation of the right to be informed and notified of critical incidents.
    Expectations for notification
  • 9.
    • WARN Act
    • PL 110-53 (Title IX)
    • NECP
    • CAP
    • ISO/PAS 22399
    • NTIA Dept. of Commerce Guidelines
    • Alarm/Signal Code
    Regulations and mandates for notification
  • 10.
    • Demonstrating that you have emergency notification capabilities is not an “optional” activity.
    Accountability for notification
  • 11. Lessons learned
    • Effective notification may be a life-and-death matter in emergency situations.
  • 12. New tools for notification
    • New communication technologies
    • High-mobility communication modalities
    • More connections and “channels”
    • Multi-channel and high redundancy media
    • Simple and effective dissemination vehicles
  • 13. Challenges for effective notification
  • 14. Emergency notification pitfalls Information quality Procedures, protocols, and processes Messages Communication Psychological dimensions (High stress and cognitive anxiety) Perception and interpretation (Misunderstandings) Technical aspects (Systems and tools) Mobile and geographical dispersed audiences Sequential breakdowns Information timing and load
  • 15.
    • High stress (distress)
    • Cognitive dissonance
    • Changes in perception / focus attention
    • Risk perception
    • Cognitive processing dysfunctions
    Audience characteristics in emergencies
  • 16. Major implications for incident notification planning
    • Communication goals and objectives
    • Audience analysis: Communication/information needs
    • Six Stages of the Crisis: Communication for the contexts of a crisis or disaster
    • Organizing communication planning into each of the six stages
    • Identifying target audiences/messages/timing sequences
  • 17. Six Stages of a Crisis Every stage of the crisis dictates your audience’s information requirements and your response.
  • 18.
      • Optimal redundancy:
        • Routine communication systems are usually inadequate for emergency communication needs.
      • Procedures:
        • It is necessary to establish, implement, and maintain procedures to swiftly and accurately disseminate alerts, information, and notification messages to the target audience.
      • Dependable internal communication:
        • Ensure reliable internal communication between the various levels and functions within your organization and with external partners.
    Best practices for emergency messaging
  • 19.
      • Emergency notification - messages:
        • Demonstrate and validate capability to quickly and decisively warn those impacted by an emergency.
      • Documentation:
        • Document what was known when, specific steps taken, language and messages used, and the means used to notify all audiences.
      • Communication center:
        • Establish a central communication hub for emergency communication.
    Best practices for emergency messaging
  • 20.
      • Comprehensive communication plan:
      • Outline basic decisions about what will be communicated, when, how, and to whom.
      • Advance planning for emergency communication:
        • Create, test, and revise a communication strategy and game plan well in advance of an emergency situation. Verify contact database. Prepare target audiences in advance.
      • Know your audience(s):
        • It is important to validate and confirm message effectiveness and periodically test emergency notification systems to demonstrate reliability.
    Best practices for emergency messaging
  • 21. Four components of effective emergency notification messages
  • 22. Anatomy of an emergency notification message
    • DA 4 - 3 & 30 - 60 & 6
    Danger - Action Structure 4 Key Components 3 & 30 60 & 60 (Chandler Method)
  • 23. More effective emergency notification messages
      • Include all four message components
        • Inform
        • Express urgency
        • Provide specific behavioral instructions
        • Give the next step – confirmation/reply, etc.
      • Front-load key information into the first 30 words/30 seconds
      • Write messages at or below a 6th-grade reading level
      • Write messages using readability ease rules
      • Be sensitive to the needs of different demographic groups including languages, co-cultural groups, needs agenda, etc.
  • 24. Incident Notification Marc Ladin Chief Marketing Officer, Everbridge
  • 25. Incident notification solutions address common communication challenges
      • Communicate quickly, easily, and efficiently with large numbers of people in minutes, not hours, making sure that the lines of communication are open
      • Use all contact paths to reach constituents wherever they are
      • Ensure two-way communications to get feedback from message receivers
      • Reduce miscommunications and control rumors with accurate, consistent messages
      • Satisfy regulatory requirements with extensive and complete reporting of communication attempts and two-way acknowledgements from recipients
  • 26. Key evaluation criteria for an incident notification system
      • Experience and expertise
      • Ease of use
      • Ease of integration
  • 27. Use the Q&A function to submit your questions. Missed anything? Slides are currently available on blog.everbridge.com Q&A
  • 28. Crisis communication resources by Robert C. Chandler, Ph.D.
    • Additional authored or co-authored books include:
    • Surviving the Pandemic: A Communication Management Guide for Business
    • Crisis and Emergency Communication Planning
    • Media Relations
    • Crisis Communication Planning
    • Pandemics: Business Continuity Planning Priorities for the Coming Outbreak
    • Disaster Recovery and the News Media
    • Managing Risks for Corporate Integrity: How to Avoid an Ethical Misconduct Disaster
    Available on Amazon.com (free shipping) and other online booksellers
  • 29.
    • Contact information
    • Robert C. Chandler, Ph.D.
    • [email_address]
    • 1.407.823.2681
    • Marc Ladin
    • [email_address]
    • 1.818.230.9700
    • Communication resources
    • White papers, literature, case studies
    • www.everbridge.com/resources
    • Upcoming webinars:
    • System Demo ( October 26)
    • Message Maps (November 9 )
    • www.everbridge.com/webinars
    • Follow us:
    blog.everbridge.com twitter.com/everbridge facebook.com/everbridgeinc youtube.com/user/everbridge Reminder Everbridge Insights webinars qualify for Continuing Education Activity Points (CEAPs) for DRII certifications. Visit www.drii.org to register your credit. Item Number (Schedule II): 26.3 Activity Group: A 1 Point for each webinar