Japan Moving Forward: 5 Communication Priorities


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As recovery efforts begin for victims of the Japan catastrophe, what elements of communication leadership can aid the restoration process? Has Japan’s limited communication created distrust towards authorities? Combining recovery efforts with intelligent communications can help in rebuilding public confidence amongst constituents. Join renowned crisis communication expert Dr. Robert Chandler as he reviews Japan's messaging oversights and the necessary communication steps for moving past the disaster.

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Japan Moving Forward: 5 Communication Priorities

  1. 1. audio dial-in access code note1-516-453-0014 557-174-680 slides are currently available on the Everbridge blog blog.everbridge.com twitter.com/everbridge facebook.com/everbridgeinc youtube.com/user/everbridge
  2. 2. Japan Moving Forward:5 Communication PrioritiesRobert C. Chandler, Ph.D.Director, Nicholson School of Communication
  3. 3. About Everbridge• Leader in incident notification systems• Fast-growing global company with more than 1,500 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 3
  4. 4. AgendaPart 1: Presentation• Japan Moving Forward: 5 Communication PrioritiesPart 2: Q&A 4
  5. 5. Note:Q&A slides are currently available to everyone on blog.everbridge.com Use the Q&A function to submit your questions. 5
  6. 6. Japan Moving Forward:Bracing for the 2010 5 Communication PrioritiesHurricane Season Dr. Robert Chandler University of Central Florida
  7. 7. Communication has changed over the last 66years, the look of devastation remains the same
  8. 8. Atomic Bomb vs. Earthquake/Tsunami 2011 1945 1945 2011
  9. 9. Moving forward: Beyond media framing
  10. 10. From the States
  11. 11. In Japan
  12. 12. The perspective at the local level is verydifferent
  13. 13. Top 5 Communication Priorities 1. Optimal timing 2. Message content 3. Maintain control 4. Transparency 5. Optimal delivery channels
  14. 14. Optimal timing• Multi-tiered disaster = multi-tiered timelines• Waiting, causes anxiety• Immediate response shows control• Consistency to maintain confidence
  15. 15. Clear message content• Multi-tiered disaster = multiple audiences• Share recovery progress and goals• Provide resources• What’s next? Where do we go from here?
  16. 16. Maintain control• Maintain information security• Understand current rumors or media spin• Display the facts, clearly• Name authorities & official agencies
  17. 17. Transparency• Commit to full transparency• Highlight specific stakeholders• Enforce trust, show empathy• Provide timelines
  18. 18. Optimal delivery channels• Designate a face or persona to deliver communications• Deliver high-volume communications• Media can be a partner• Be available for the media
  19. 19. Incident NotificationMarc LadinChief Marketing Officer, Everbridge 19
  20. 20. Going forward• It is important is to ensure message consistency in the delivery of the message to your audiences• It is equally important to have your audiences interpret the message the same way• Improve confidence in media sources through increased frequency – the opposite of their culture• It is crucial to map your messages out in advance of a crisis to ensure that you have validated them for interpretation.
  21. 21. Incident notification solutions addresscommon 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 21
  22. 22. Key evaluation criteria for anincident notification system• Experience and expertise• Ease of use• Ease of integration 22
  23. 23. Missed anything?Q&A Slides are currently available on blog.everbridge.com Use the Q&A function to submit your questions. 23
  24. 24. CommunicationContact information resources Upcoming webinars: • System Demo (May 3) www.everbridge.com/webinarsRobert C. Chandler, Ph.D. White papers, literature, case studiesrcchandl@mail.ucf.edu www.everbridge.com/resources1.407.823.2681 Follow us: blog.everbridge.com twitter.com/everbridgeMarc Ladin facebook.com/everbridgeinc youtube.com/user/everbridgemarc.ladin@everbridge.com1.818.230.9700 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