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Are you ready for the
unexpected?
Successful use of SnapComms Alerts in crisis situations
Administrator workshop - Tuesday...
SnapComms
Over 1.1 million users
Over 400+ customers in 45+ countries
Used by Fortune 50 companies
Enterprise platform, gl...
Please meet our team
Paula Cassin
Customer Success, Best Practice
linkedin.com/in/paulacassin
Paula.cassin@snapcomms.com
K...
Our goals for this session
Working session – your participation requested
Greater understanding of what’s possible with Sn...
Agenda…
DEFINE
SET UP ALERT
SET UP QUICK
PUBLISH
TEST, TEST,
TEST
ADJUST
REVISIT
Define Crisis
What are we talking about, really…
DEFINE
Crises are any ‘critical incident’ that threatens
the value and reputation of a company –
and increasingly its survival.
“...
Companies are under-prepared
A major study from Deloitte looked at the beliefs of board members when it
comes to crisis pr...
Define Your Crisis Scenarios
• What exists already?
• Crisis, contingency plans
• Disaster recovery plans
• Which scenario...
Four crisis categories
• Danger/Hazard
• Weather/Situational
• Major Announcement (good or bad)
• Outage
PICK ONE TO DO NO...
Alerts
Settings for Crises
• Visual
• Fast
• Targeted
• Impactful
• Measureable
SnapComms Alerts for Crises
Questions for you -
• Do you use SnapComms now for crisis
messaging?
• If not, what do you use for critical messages?
• Prepare SnapComms Alerts now to ensure:
• Speedy delivery
• Coherent communication
• Accessibility
(Be a hero when the t...
Alert settings for crises A comprehensive
Alert user guide
is here for you
Who - target audience
What – your message/instr...
SnapComms Alerts
Content
Manager
Who is your target audience?
• Target the right people for the
incident.
• Leverage Target Users Options
• Whole Organizat...
• Keep it simple
• What should they do?
• Reassure
• 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 = crit...
How - Display settings – Advanced Tab
Match the level of
interruption and
size of display to
the importance of
your crisis...
• Make templates EASY TO FIND
• Folders, Bookmarks, Details field
• Set up Admin Access
• Back up Admins
• Bookmark a good...
Using Quick Publish
Fast Communication at Short Notice
Publish content to targeted users in as little as 3 clicks
Q.P.
Question
• 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 Qu...
DEMO
Quick Publish feature
DEMO
1. Turn an Existing Alert into a Template
2. Control who can use the Template
3. Control what they can do with the Templat...
Quick Publish Administrators
TIP: Have SEVERAL
Admins able to
Quick Publish, not
just one!
To Authorize, go to:
Management...
• Bookmark Quick Publish
• This makes it the first page you’ll see at login
• If possible, set up Admin access from your m...
Add ons available:
• Quick Publish
• Mobile app/push notifications
• Digital signage extension
• Send to SMS
• Send to ema...
Test, Adjust, Revisit…
(we’re not done just yet)
Test
Adjust
Revisit
• To yourself
• Visual display
• To a group
• Feedback on content
• To your audience
• Emergency Drill
• Well publicized, ...
• What was confusing?
• What was missing
• Were there unintended consequences?
Update your plan, message,
and/or Alert tem...
• Schedule your next review and future tests
• Update logos?
• Update lists/locations/target audience?
• Update links?
• A...
Checklist
o Define your crisis scenario
o Define situations and messages
o Prioritize in order of importance
o Prepare Sna...
Agenda…
DEFINE
SET UP ALERT
SET UP QUICK
PUBLISH
TEST, TEST,
TEST
ADJUST
REVISIT
Questions?
“Do not wait; the time will never be ‘just right.’ Start with
whatever tools you may
have at your command…”
Napoleon Hill
...
Right Message, Right Place, Right Time. Every Time.
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Crisis Alerts - Customer Success Series

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From a series of best practice webinars for administrators of the SnapComms software solution for messaging

Published in: Business
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Crisis Alerts - Customer Success Series

  1. 1. Are you ready for the unexpected? Successful use of SnapComms Alerts in crisis situations Administrator workshop - Tuesday, April 5, 2016
  2. 2. SnapComms Over 1.1 million users Over 400+ customers in 45+ countries Used by Fortune 50 companies Enterprise platform, global usage Premium service and support
  3. 3. Please meet our team Paula Cassin Customer Success, Best Practice linkedin.com/in/paulacassin Paula.cassin@snapcomms.com Kim Cooper Head of Customer Support www.linkedin.com/in/kim-cooper-5909b832 Kim.cooper@snapcomms.com Philip Nunn Operations & Channel Development https://nz.linkedin.com/in/philipnunn Philip.nunn@snapcomms.com
  4. 4. 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
  5. 5. Agenda… DEFINE SET UP ALERT SET UP QUICK PUBLISH TEST, TEST, TEST ADJUST REVISIT
  6. 6. Define Crisis What are we talking about, really… DEFINE
  7. 7. 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”. https://www2.deloitte.com/au/en/pages/risk/articles/a-crisis-of-confidence.html What’s a crisis?
  8. 8. 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. http://www2.deloitte.com/global/en/pages/risk/articles/a-crisis-of-confidence.html
  9. 9. 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
  10. 10. Four crisis categories • Danger/Hazard • Weather/Situational • Major Announcement (good or bad) • Outage PICK ONE TO DO NOW Post in the chat window if you are happy to share
  11. 11. Alerts Settings for Crises
  12. 12. • Visual • Fast • Targeted • Impactful • Measureable SnapComms Alerts for Crises
  13. 13. Questions for you - • Do you use SnapComms now for crisis messaging? • If not, what do you use for critical messages?
  14. 14. • Prepare SnapComms Alerts now to ensure: • Speedy delivery • Coherent communication • Accessibility (Be a hero when the time comes) Crisis incident:
  15. 15. Alert settings for crises A comprehensive Alert user guide is here for you Who - target audience What – your message/instructions How – delivery, display options Admin – Best Practice
  16. 16. SnapComms Alerts Content Manager
  17. 17. Who is your target audience? • Target the right people for the incident. • Leverage Target Users Options • Whole Organization • Divisions, depts, teams • Application user groups (i.e. SAP users) • Location - machine groups • Try to avoid Manual Groups Targeting options – detailed user guide is here
  18. 18. • Keep it simple • What should they do? • Reassure • Show empathy • Point to resources What – your message content
  19. 19. 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
  20. 20. How - Display settings – Advanced Tab Match the level of interruption and size of display to the importance of your crisis alert.
  21. 21. • 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
  22. 22. Using Quick Publish Fast Communication at Short Notice Publish content to targeted users in as little as 3 clicks Q.P.
  23. 23. Question • Have you heard of Quick Publish? • Do you use Quick Publish?
  24. 24. 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 SEND Save time, reduce errors, ensure consistency What is Quick Publish? Click for detailed Quick Publish user guide
  25. 25. DEMO Quick Publish feature DEMO
  26. 26. 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 Quick Publish Click for detailed Quick Publish user guide
  27. 27. Quick Publish Administrators TIP: Have SEVERAL Admins able to Quick Publish, not just one! To Authorize, go to: Management >Administrators >General Tab
  28. 28. • 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 Administrator Tips:
  29. 29. Add ons available: • Quick Publish • Mobile app/push notifications • Digital signage extension • Send to SMS • Send to email • API integration with other systems
  30. 30. Test, Adjust, Revisit… (we’re not done just yet) Test Adjust Revisit
  31. 31. • To yourself • Visual display • To a group • Feedback on content • To your audience • Emergency Drill • Well publicized, expected • Ask for feedback Test, test, test
  32. 32. • What was confusing? • What was missing • Were there unintended consequences? Update your plan, message, and/or Alert templates accordingly.. Adjust
  33. 33. • 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 use frequently. Keep it alive, keep it relevant... Revisit
  34. 34. Checklist 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 Adjust o Repeat for the next message type
  35. 35. Agenda… DEFINE SET UP ALERT SET UP QUICK PUBLISH TEST, TEST, TEST ADJUST REVISIT
  36. 36. Questions?
  37. 37. “Do not wait; the time will never be ‘just right.’ Start with whatever tools you may have at your command…” Napoleon Hill Thank You
  38. 38. Right Message, Right Place, Right Time. Every Time.

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