So who is SnapComms? We've got over 1.1 million users now and 350 customers in 45 countries. The majority of our revenues come from overseas because we target large corporates and 60% of that is in the USA. We're in 42 countries and we have currently 40 staff but that's climbing all the time. We have offices in Auckland, London and LA.
The company is privately held and we're intentionally bootstrapped, we grow from customer revenues and evolve our product based on customer feedback and we believe that’s the way it should be.
PAUSE here, trigger the alert to show on my screen over Powerpoint full screen. Then Spend 2 mins in Content Manager, showing what an alert is.
The visual aspects of what you send is so important – is your eye drawn to the most important info? Does the template frame and branding match your message? Take a cue from hospitals who use color codes – Code Pink, Code Blue, Code Orange – to notify staff about anything from a missing patient, a major disaster, a health hazard…The simplest is traffic light color code, Red for emergency, yellow or orange for critical, and green for all clear, back to normal…
SHOW FULL SCREEN EXAMPLE HERE… EVACUATION.
SHOW publish methods in CM?
(Indicating that we will now go forward and run through a demonstration of the tools)
Crisis Alerts - Customer Success Series
Are you ready for the
Successful use of SnapComms Alerts in crisis situations
Administrator workshop - Tuesday, April 5, 2016
Over 1.1 million users
Over 400+ customers in 45+ countries
Used by Fortune 50 companies
Enterprise platform, global usage
Premium service and support
Please meet our team
Customer Success, Best Practice
Head of Customer Support
Operations & Channel Development
Our goals for this session
Working session – your participation requested
Greater understanding of what’s possible with SnapComms
Confidence to prepare, test and use SnapComms
Provide practical takeaways you can use NOW
SET UP ALERT
SET UP QUICK
What are we talking about, really…
Crises are any ‘critical incident’ that threatens
the value and reputation of a company –
and increasingly its survival.
“…a company can expect a value-destroying incident at least once
every five years.”
It’s no longer a case of “if it happens” but “when it happens”.
What’s a crisis?
Companies are under-prepared
A major study from Deloitte looked at the beliefs of board members when it
comes to crisis preparedness:
76% of board members believe their companies would
respond effectively if a crisis struck tomorrow, but
only 49% have taken steps to be truly crisis-ready.
Only 50% have evaluated key crisis scenarios or
done a basic SWOT evaluation.
Only 43% have evaluated worst-case scenarios.
Define Your Crisis Scenarios
• What exists already?
• Crisis, contingency plans
• Disaster recovery plans
• Which scenarios are most important
for you right now?
Engage your colleagues and
build on existing plans
Four crisis categories
• Major Announcement (good or bad)
PICK ONE TO DO NOW
Post in the chat window if you are happy to share
Who is your target audience?
• Target the right people for the
• Leverage Target Users Options
• Whole Organization
• Divisions, depts, teams
• Application user groups
(i.e. SAP users)
• Location - machine groups
• Try to avoid Manual Groups
guide is here
• Keep it simple
• What should they do?
• Show empathy
• Point to resources
What – your message content
Make them easy to absorb
• Avoid scrolling text!
• Give visual cues
• Color code your templates
Red = severe
Yellow = critical
Green = all clear
Corporate = important
What – your message visuals
How - Display settings – Advanced Tab
Match the level of
size of display to
the importance of
your crisis alert.
• Make templates EASY TO FIND
• Folders, Bookmarks, Details field
• Set up Admin Access
• Back up Admins
• Bookmark a good landing page!
• Choose your publish method
• Resend – overwrite existing message, publish
• Copy/Send – easier management, BUT more steps
• Create from scratch – takes time
• Quick Publish (new)
Administrator tips…be fully ready
Using Quick Publish
Fast Communication at Short Notice
Publish content to targeted users in as little as 3 clicks
• Have you heard of Quick Publish?
• Do you use Quick Publish?
Pre-set the display, message framework, target dates,
target users, level of cut through.
REDUCE TO 3 STEPS:
Click your Quick Publish template
Update the Message
Save time, reduce errors, ensure consistency
What is Quick Publish? Click for
1. Turn an Existing Alert into a Template
2. Control who can use the Template
3. Control what they can do with the Template
Quick Publish Administrators
TIP: Have SEVERAL
Admins able to
Quick Publish, not
To Authorize, go to:
• Bookmark Quick Publish
• This makes it the first page you’ll see at login
• If possible, set up Admin access from your mobile phone
• If you’re away from the office or your desk
• Bookmark your SnapComms Content Manager in your browser
• Ensure you know your password
Add ons available:
• Quick Publish
• Mobile app/push notifications
• Digital signage extension
• Send to SMS
• Send to email
• API integration with other systems
Test, Adjust, Revisit…
(we’re not done just yet)
• To yourself
• Visual display
• To a group
• Feedback on content
• To your audience
• Emergency Drill
• Well publicized, expected
• Ask for feedback
Test, test, test
• What was confusing?
• What was missing
• Were there unintended consequences?
Update your plan, message,
and/or Alert templates accordingly..
• Schedule your next review and future tests
• Update logos?
• Update lists/locations/target audience?
• Update links?
• Add anticipated scenarios as you go
• Schedule Admin training esp. for back up people who don’t
Keep it alive, keep it relevant...
o Define your crisis scenario
o Define situations and messages
o Prioritize in order of importance
o Prepare SnapComms Alerts
o Message content, parameters
o Set up Quick Publish
o Delivery insurance – back up Admins, mobile
o Test, test, test
o Repeat for the next message type
SET UP ALERT
SET UP QUICK