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Everbridge Webinar - Message Mapping: Can You Hear Me Now?

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During an emergency, fast and clear communication can make the difference between an effective response and a prolonged crisis. As communication methods expand, keeping up with the latest crisis …

During an emergency, fast and clear communication can make the difference between an effective response and a prolonged crisis. As communication methods expand, keeping up with the latest crisis communication tools can be challenging. Do you have a proactive communication plan that addresses today’s issues?
Join distinguished crisis communication expert, author, consultant, and educator, Dr. Robert C. Chandler, as he shares his methodology, patented research and insight into the latest and most sophisticated version of message mapping, for use before, during and after an event.

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  • 1. audio dial-in access code note 1-323-417-4600 368-655-939 slides are currently available on the Everbridge blog blog.everbridge.com twitter.com/everbridge facebook.com/everbridgeinc youtube.com/user/everbridge
  • 2. Message Mapping: Can You Hear Me Now? Robert C. Chandler, Ph.D. Director, Nicholson S h l of C Di t Ni h l School f Communication i ti
  • 3. About Everbridge • Leader in incident notification systems • Fast-growing global company with more than 1,000 clients in more 1 000 than 100 countries • Serve the Global 2000, healthcare systems, systems state and local government government, federal government, military, financial services firms, and universities • 100% focused on incident notification solutions that merge technology and expertise 3
  • 4. Agenda Part 1: Presentation • The latest rules for message mapping • Must-have tools for creating messages • Why formalized, p y planned communication is vital to emergency g y preparedness Part 2: Q&A 4
  • 5. Note: Q&A slides are currently available to everyone on blog.everbridge.com Use the Q&A function to submit your questions. questions 5
  • 6. Message Mapping: Bracing Canthe 2010 Me Now? for You Hear Hurricane Season Dr. Robert Chandler University of Central Florida y
  • 7. 7
  • 8. The challenges: Communication (Just a few…) • Insufficient communication planning • Psychological noise Crisis • Communication breakdowns i t communicators (messages, processes, people) must overcome these challenges 8
  • 9. The challenges: Recipient / Message • Attention • Selection • Perception • Behavioral request • Understanding • Feedback •CComprehension h i Crisis communicators must overcome these challenges}
  • 10. Three tiers of an effective message 10
  • 11. Anatomy of an emergency notification message DA 4 - 3 & 30 - 60 & 6 Danger - Action Structure 4 Key Components 3 sentences & 30 words t d 60 readability score & 6th grade reading level g (Chandler Method)
  • 12. Four components of effective emergency notification messages Information Urgency Message Instructions Confirmation 12
  • 13. The solution: Message Maps What are Message Maps? • A database of messages in p g predictable sequences (templates, sample wording, etc.) • Checklist of important messages, audiences, etc. to serve as roadmap for communicating • Clear, concise messages created in advance of an incident that simplify complex concepts and improve communication during chaos. • Useful before, during, and after an incident as well as for routine and on-going communication. 13
  • 14. Audience poll p Have you implemented message maps in your notification system? tifi ti t ? О Not started О W ki on it Working О Completed
  • 15. Audience results
  • 16. Next step: Creating basic Chandler C ti a b i Ch dl message map i fi easy steps in five t 1. Begin with the overall communication goals in mind 2. Determine the messages & audiences (who & what) for each Crisis Phase 3. Identify three sub-points that relate to the goal for each 4. Create matrix of Predictable Sequences for Messages 5. Create three sentences for each message goal (Tier 3) 16
  • 17. Message matrices • Who / what / how of messages • How to build a message matrix
  • 18. Message matrices Audience Key Messages Com. Channel Timing Spokesperson Employees Customers Suppliers Investors Community Leaders Regulators, government Media General public 18
  • 19. Basic message mapping tools • Stock templates • Word choices • Keyword lists • Lexicon • Thesaurus • Goals and strategies 19
  • 20. Next step: The Th good and the bad of incident notification d d th b d f i id t tifi ti 20
  • 21. Effective communication strategies • Be first, be right, be credible • Acknowledge with empathy A k l d ith th • Explain and inform about risk • Describe what you know, don’t know, and what you’re doing about it • Commit to continued communication C • Keep communication channels open 21
  • 22. Always remember • Nothing can destroy hard-earned credibility more quickly than failure y q y to communicate well in a crisis. • The message you send represents everyone in your organization from the governor to the on-scene responders. • Only quick, confident, actionable, and easily understandable communications will ensure your constituents’ life-safety.
  • 23. Incident Notification Marc Ladin Chief Marketing Officer, Everbridge 23
  • 24. Incident notification solutions address common communication challenges • Communicate quickly easily and quickly, easily, • Reduce miscommunications and efficiently with large numbers of control rumors with accurate, people in minutes, not hours, making consistent messages sure that the lines of communication are open • Satisfy regulatory requirements • Receive feedback from your with extensive and complete messages by using polling reporting of communication attempts ti f i ti tt t capabilities and two-way acknowledgements from recipients • Ensure two-way communications two way to get feedback from message • Deliver refined, prepared , timed receivers messages to each pre-designated audience group, by scenario 24
  • 25. Key evaluation criteria for an incident tifi ti i id t notification system t • E Experience and expertise i d ti • Ease of use • Ease of integration 25
  • 26. Missed anything? Q&A Slides are currently available on blog.everbridge.com Use the Q&A function to submit your questions. questions 26
  • 27. Crisis communication resources by Robert C. Chandler, Ph.D. b R b t C Ch dl Ph D Additional authored or co-authored b k Additi l th d th d books include: • Surviving the Pandemic: A Communication Management Guide for Business • Crisis and Emergency Communication Planning • Media Relations Available on • Crisis Communication Planning Amazon.com • Pandemics: Business Continuity Planning (free shipping) Priorities for the Coming Outbreak and other online • Disaster Recovery and the News Media booksellers • Managing Risks for Corporate Integrity: How to Avoid an Ethical Misconduct Disaster 27
  • 28. Communication Contact information resources White papers, literature, case studies www.everbridge.com/resources Robert C. Chandler, Ph.D. Upcoming webinars: • System Demo (November 16) rcchandl@mail.ucf.edu h dl@ il f d www.everbridge.com/webinars b id / bi 1.407.823.2681 Follow us: blog.everbridge.com g g twitter.com/everbridge Marc Ladin facebook.com/everbridgeinc youtube.com/user/everbridge marc.ladin@everbridge.com 1.818.230.9700 1 818 230 9700 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