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Simplifying
Internal Crisis
Communications
Sponsored by
Smarter incident management, emergency
notification and mobile communication
software. Groundbreaking mobile ...
Swift, accurate communication
is the most important factor in
successfully overcoming a crisis.*

* But the art of maintai...
When a crisis breaks,
everyone involved in the
response must be contacted
quickly, as well as those who
simply need to be ...
Critical things to be accomplished,
especially in the early stages
�	People are contacted immediately, not an
hour or more...
�	Confirm that people are available to fill
all response team roles.

�	People quickly receive correct, up-to-date
informa...
How fast are you responding?
The faster your team assembles, the
faster the response and resolution.

Text © Copyright 201...
The chaotic nature of
these early assemblies
is an environment ripe
for errors.

Text © Copyright 2012-2014, MissionMode S...
During a conference call, other
phones are ringing.
Static and background noise
distort messages.
People talk over one ano...
@

Email conference call summaries
that contain critical decisions
and task assignments often
don’t get sent for more than...
@

Email and voicemail can be
roadblocks for any crisis
team trying to stay on top of a
complex and changing situation.

T...
Old-fashioned call trees can keep
people tied to phones for hours.
Text © Copyright 2012-2014, MissionMode Solutions

11
When someone can’t be reached
immediately, the call center must
try again and again, sometimes
over a period of hours.
Thi...
Location, location, location
Text © Copyright 2012-2014, MissionMode Solutions

13
You can’t expect that everyone on the
crisis response team will be able to quickly
assemble at a common physical location....
During the response, the pressure is on and
responsive communication becomes more
important and even more of a challenge.
...
A crisis is dynamic
There need to be ways to communicate accurate,
timely updates to stakeholders in various locations.

T...
Expect critical information to
change, often rapidly. Details
must be frequently updated to
ensure resources are managed
p...
Not every person will be
reachable in the same manner.
Some might be reachable via

�	 mobile phone voice
�	 mobile phone ...
Overcoming the challenges
How you communicate with stakeholders
could make the difference between
swiftly containing an in...
Creating message templates

Œ

Create a list of the types of business
disruptions you might face, everything
from routine ...

For each scenario, define the specific
people and groups who need to
be notified at various stages of the
crisis.
This i...
Ž
Determine how teams will be
structured for the purposes of
communications.
Are there several people who can fill
a role ...


Craft initial and follow-up messages
that will be sent to each group of
people.



Identify the preferred
communicatio...
These steps will make it easier and
faster to assemble the right people
on your teams when some can’t be
reached or can’t ...
Technology can make a difference
Text © Copyright 2012-2014, MissionMode Solutions

25
There are various technologies that can
significantly improve communications in
time-sensitive situations.
An automated me...
Choose a secure system that allows
authorized stakeholders to directly input
updates without an intermediary. This
reduces...
The system should also have automation
features such as dynamic teams based
on roles, alternates, and escalated alerts.
Th...
Coordinating
the response

Text © Copyright 2012-2014, MissionMode Solutions

29
Crisis communications
systems are not created equal.

Text © Copyright 2012-2014, MissionMode Solutions

30
For instance, many emergency
notification systems do not have the
ability to record voice alerts, use
GIS mapping to defin...
An ideal crisis communications
system will notify your people,
provide a means of centralized
team communication, have the...
This ensures that staff can move
into their crisis management roles
as quickly as possible.
Text © Copyright 2012-2014, Mi...
Use a Web-based crisis communications center,
instead of a ragtag network of email and phones.

Then you’ll have a respons...
Crises are difficult. Crisis management software shouldn’t be.™
Situation Center ™

Notification Center ™

Streamlined,
si...
www.missionmode.com
Visit the Crisis Insights Blog
Practical insights, resources and news for
professionals who deal with ...
Simplifying
Internal Crisis
Communications
www.missionmode.com

Text © Copyright 2012-2014, MissionMode Solutions. Images ...
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Simplifying Internal Crisis Communications

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Swift, accurate communication is the most important factor in successfully mitigating a crisis. While there are many articles about the methodology behind external communication, the art of internal communications during a crisis is often overlooked. In this presentation, you'll learn about the critical things that must be accomplished in the initial stages of a crisis and a way to make the crisis response more consistent and on-plan.

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Transcript of "Simplifying Internal Crisis Communications"

  1. 1. Simplifying Internal Crisis Communications
  2. 2. Sponsored by Smarter incident management, emergency notification and mobile communication software. Groundbreaking mobile apps enable you to coordinate a response using tablets and smartphones. Built for mission-critical enterprise use. www.missionmode.com Text © Copyright 2012-2014, MissionMode Solutions 1
  3. 3. Swift, accurate communication is the most important factor in successfully overcoming a crisis.* * But the art of maintaining internal communication in a crisis is often overlooked. Text © Copyright 2012-2014, MissionMode Solutions 2
  4. 4. When a crisis breaks, everyone involved in the response must be contacted quickly, as well as those who simply need to be made aware of the situation. Text © Copyright 2012-2014, MissionMode Solutions 3
  5. 5. Critical things to be accomplished, especially in the early stages � People are contacted immediately, not an hour or more after the situation breaks. � Valuable manpower is not tied up with call trees. � All the right people are contacted, regardless of their location. Text © Copyright 2012-2014, MissionMode Solutions 4
  6. 6. � Confirm that people are available to fill all response team roles. � People quickly receive correct, up-to-date information. � Human error is not introduced in the communications. � There are clear instructions for what happens next. Text © Copyright 2012-2014, MissionMode Solutions 5
  7. 7. How fast are you responding? The faster your team assembles, the faster the response and resolution. Text © Copyright 2012-2014, MissionMode Solutions 6
  8. 8. The chaotic nature of these early assemblies is an environment ripe for errors. Text © Copyright 2012-2014, MissionMode Solutions 7
  9. 9. During a conference call, other phones are ringing. Static and background noise distort messages. People talk over one another. Clarifications aren’t always made. People join late and drop off early. Text © Copyright 2012-2014, MissionMode Solutions 8
  10. 10. @ Email conference call summaries that contain critical decisions and task assignments often don’t get sent for more than 20 minutes after the call. Valuable time is wasted. Text © Copyright 2012-2014, MissionMode Solutions 9
  11. 11. @ Email and voicemail can be roadblocks for any crisis team trying to stay on top of a complex and changing situation. Text © Copyright 2012-2014, MissionMode Solutions 10
  12. 12. Old-fashioned call trees can keep people tied to phones for hours. Text © Copyright 2012-2014, MissionMode Solutions 11
  13. 13. When someone can’t be reached immediately, the call center must try again and again, sometimes over a period of hours. This is a particular challenge when there are no alternates for the person being contacted. Text © Copyright 2012-2014, MissionMode Solutions 12
  14. 14. Location, location, location Text © Copyright 2012-2014, MissionMode Solutions 13
  15. 15. You can’t expect that everyone on the crisis response team will be able to quickly assemble at a common physical location. Ideally, it wouldn’t matter where the team members or command center personnel are located. In today’s global economy, even small organizations are apt to have employees spread across different cities, states, and even countries. Text © Copyright 2012-2014, MissionMode Solutions 14
  16. 16. During the response, the pressure is on and responsive communication becomes more important and even more of a challenge. The response often requires frequent updates to stakeholders, information from responders, and private conference calls between decision-makers. At this stage, people will rarely be in a single location. Text © Copyright 2012-2014, MissionMode Solutions 15
  17. 17. A crisis is dynamic There need to be ways to communicate accurate, timely updates to stakeholders in various locations. Text © Copyright 2012-2014, MissionMode Solutions 16
  18. 18. Expect critical information to change, often rapidly. Details must be frequently updated to ensure resources are managed properly and stakeholders are kept in the loop. Text © Copyright 2012-2014, MissionMode Solutions 17
  19. 19. Not every person will be reachable in the same manner. Some might be reachable via � mobile phone voice � mobile phone SMS text � landline phone voice � email � or even pager (yes, they’re still in use) Text © Copyright 2012-2014, MissionMode Solutions 18
  20. 20. Overcoming the challenges How you communicate with stakeholders could make the difference between swiftly containing an incident and creating a media circus. One way to ensure accuracy of messages is to develop message templates in advance. Text © Copyright 2012-2014, MissionMode Solutions 19
  21. 21. Creating message templates Œ Create a list of the types of business disruptions you might face, everything from routine operations issues to major disasters. Consider the expected (e.g. loss of electricity) as well as the unexpected or rare (tornado). Text © Copyright 2012-2014, MissionMode Solutions 20
  22. 22.  For each scenario, define the specific people and groups who need to be notified at various stages of the crisis. This includes those involved in the response, as well as stakeholders who simply need to be informed. Text © Copyright 2012-2014, MissionMode Solutions 21
  23. 23. Ž Determine how teams will be structured for the purposes of communications. Are there several people who can fill a role on a team, or just one person? Is there a hierarchy of roles? Text © Copyright 2012-2014, MissionMode Solutions 22
  24. 24.  Craft initial and follow-up messages that will be sent to each group of people.  Identify the preferred communication devices for each person on the recipient lists. ‘ Identify alternate contacts for key roles and the roles needed for each team. Text © Copyright 2012-2014, MissionMode Solutions 23
  25. 25. These steps will make it easier and faster to assemble the right people on your teams when some can’t be reached or can’t be available. They will also reduce the likelihood of human error when messages are sent. Text © Copyright 2012-2014, MissionMode Solutions 24
  26. 26. Technology can make a difference Text © Copyright 2012-2014, MissionMode Solutions 25
  27. 27. There are various technologies that can significantly improve communications in time-sensitive situations. An automated messaging solution can convey precise information to hundreds or even thousands within a few minutes, regardless of the communications devices used by each person. Text © Copyright 2012-2014, MissionMode Solutions 26
  28. 28. Choose a secure system that allows authorized stakeholders to directly input updates without an intermediary. This reduces delays and increases accuracy, as well as widening the scope of information available. It’s critical that the system be simple to use and that it supports templates for the various scenarios that you developed in advance. Text © Copyright 2012-2014, MissionMode Solutions 27
  29. 29. The system should also have automation features such as dynamic teams based on roles, alternates, and escalated alerts. This can save a great deal of valuable time. The right solution will greatly reduce the likelihood of human error and ensure that the right messages are sent to the right people and devices. Text © Copyright 2012-2014, MissionMode Solutions 28
  30. 30. Coordinating the response Text © Copyright 2012-2014, MissionMode Solutions 29
  31. 31. Crisis communications systems are not created equal. Text © Copyright 2012-2014, MissionMode Solutions 30
  32. 32. For instance, many emergency notification systems do not have the ability to record voice alerts, use GIS mapping to define recipients, or send different messages in one alert to voice, SMS text and email. Text © Copyright 2012-2014, MissionMode Solutions 31
  33. 33. An ideal crisis communications system will notify your people, provide a means of centralized team communication, have the right program documents and plans at the ready, monitor task progress, and provide a 24/7 crisis coordination center for all stakeholders, regardless of location. Text © Copyright 2012-2014, MissionMode Solutions 32
  34. 34. This ensures that staff can move into their crisis management roles as quickly as possible. Text © Copyright 2012-2014, MissionMode Solutions 33
  35. 35. Use a Web-based crisis communications center, instead of a ragtag network of email and phones. Then you’ll have a responsive crisis management force that can focus their attention on the tasks at hand, and not be held back by communications issues. Text © Copyright 2012-2014, MissionMode Solutions 34
  36. 36. Crises are difficult. Crisis management software shouldn’t be.™ Situation Center ™ Notification Center ™ Streamlined, simple-to-use incident management software. Smarter emergency notification software that automates time-consuming manual processes. � Messaging center � Event log � Task management � Emergency notification � Documents library � Forms, and more Text © Copyright 2012-2014, MissionMode Solutions EarShot ™ Beyond notification. Rich, interactive mobile messaging that includes forms, photos and GPS location services. 35
  37. 37. www.missionmode.com Visit the Crisis Insights Blog Practical insights, resources and news for professionals who deal with crises (even if that’s not in their job description). blog.missionmode.com Cover image © Copyright Bigstock Photos 36
  38. 38. Simplifying Internal Crisis Communications www.missionmode.com Text © Copyright 2012-2014, MissionMode Solutions. Images are copyrighted by their respective artists via Bigstock and Fotolia. MissionMode, MissionMode logo, MissionMode Solutions, EarShot, Situation Center, Notification Center, product logos, and “Crisis management is difficult. Crisis management software shouldn’t be” are trademarks of MissionMode Solutions.
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