Ten Years After 9/11: LessonLearned in Crisis CommunicationRobert C. Chandler, Ph.D.Director, Nicholson School of Communication
About Everbridge• The Global Leader in incident notification systems• Fast-growing global company with more than 1,500 clients operating in more than 100 countries• Serve the Global 2000 enterprise, corporations, healthcare systems, state and local governments, federal government, military, financial services firms, and universities• 100% focused on incident notification solutions that merge technology and expertise 2
AgendaPart 1: Presentation• The impact of 9/11 on the US• Lessons learned from 9/11• The current state of crisis communication preparedness• Gaps between planning and preparedness that still exist todayPart 2: Q&A 3
Ten Years After 9/11: Lesson Learned in CrisisBracingCommunication for the 2010Hurricane Season Dr. Robert Chandler University of Central Florida
Communication in a Post 9/11 WorldFacing the Challenges• Communication layers• Regulation changes• Human factors• Constituent expectations
9/11 Commission Report – Then vs. NowTHEN NOW• Most federal agencies • News now breaks over the learned about the crash in web, on Twitter, and other New York from CNN social media sites• None of the FAA and White • Notification technology now House teleconferences before allows the right people to be 10am included the right contacted & brought together people immediately• 911 Call Centers in New York • Alternate and multiple means were found to be lacking of communication are now used in emergencies
Audience pollWhich of the following changes do you considerto be the most significant since 9/11? О Homeland security О Travel security О Smartphone technology О Social media О Emergency notification systems
Concerns with Multi-Layered Communications • Reach • Control • Variability
Regulation Changes• PL 110-53: which includes ‘‘Implementing Recommendations of the 9/11 Commission Act of 2007” and ‘‘Improving Emergency Communications Act of 2007.’’• 9/11 Commissioner Report• Certifications & Standards
Federal Changes with Private Sector Impact• The establishment of Ready.gov.• Voluntary Private Sector Preparedness Accreditation and Certification Program (PS-Prep)
Challenges with Human Factors• Are they listening?• Audience adoption & acceptance of technology• Internal challenges
Constituent Expectations• Notification expectations• Speed and instructional content• Individualism to Dependency• Personalize ‘my’ remedy for me
9/11 Thoughts: LeadershipTHEN NOW• President Bush made the • How your leaders appear to decision to continue reading react to a crisis affects brand to the children as he was image, constituent reaction, being briefed about 9/11. and how watchers perceive• Was this the wrong way to the crisis. appear in the face of an impending crisis?
9/11 Thoughts: PreparednessTHEN NOW• Gregor Bailar, then chief • It is important that your information officer of Nasdaq, emergency response commented, “People will have strategies include to look very carefully at their communication components backup strategies and see (and not just backup data whether they can centers). communicate with everybody • Prepared messages easily, whether [critical data] • Social media communication are stored in that same channels building that could experience [a] disaster.” • Work-from-home policies • Leveraging the power of the internet
9/11 Thoughts on PreparednessTHEN NOW• Robert Zito, the executive • Preparedness is the vice president of watchword now. Are we communications for the New prepared? And what are York Stock Exchange after prepared for? 9/11 noted, ‘‘Until the crisis • If you are ready for a comes, in whatever form, 9/11 NOW, then you are you don’t really understand unprepared for the next how valuable all the emergency, whatever it preparation was.’’ will be. • Are your plans thoroughly tested? • Are you conducting complex drills?
Old School vs. New School• Which school are you?
Incident Notification Solutions Address Common Communication Challenges• Communicate quickly, easily, and • 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 capabilities and two-way acknowledgements from recipients• Ensure two-way communications to get feedback from message • Deliver refined, prepared , timed receivers messages to each pre-designated audience group, by scenario 31
Key Evaluation Criteria for an Incident Notification System• Experience and expertise• Ease of use• Ability to reach all contact paths, including voice, email, native SMS (over SMPP and SMTP), IM, and more• Ease of integration 32
Contact Information Communication Resources Upcoming webinars: Business Case Demo (October 6)Robert C. Chandler, Ph.D. www.everbridge.com/webinarsRobert.Chandler@ucf.edu White papers, literature, case studies www.everbridge.com/resources1.407.823.2683 Follow us: blog.everbridge.comMarc Ladin twitter.com/everbridge email@example.com 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