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

1. Are you ready for the
unexpected?
Successful use of SnapComms Alerts in crisis situations
Administrator workshop - Tuesday, April 5, 2016

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. 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. 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. Agenda…
DEFINE
SET UP ALERT
SET UP QUICK
PUBLISH
TEST, TEST,
TEST
ADJUST
REVISIT

6. Define Crisis
What are we talking about, really…
DEFINE

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. 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. 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. 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. Alerts
Settings for Crises

12. • Visual
• Fast
• Targeted
• Impactful
• Measureable
SnapComms Alerts for Crises

13. Questions for you -
• Do you use SnapComms now for crisis
messaging?
• If not, what do you use for critical messages?

14. • Prepare SnapComms Alerts now to ensure:
• Speedy delivery
• Coherent communication
• Accessibility
(Be a hero when the time comes)
Crisis incident:

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. SnapComms Alerts
Content
Manager

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. • Keep it simple
• What should they do?
• Reassure
• Show empathy
• Point to resources
What – your message content

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. How - Display settings – Advanced Tab
Match the level of
interruption and
size of display to
the importance of
your crisis alert.

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. Using Quick Publish
Fast Communication at Short Notice
Publish content to targeted users in as little as 3 clicks
Q.P.

23. Question
• Have you heard of Quick Publish?
• Do you use Quick Publish?

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. DEMO
Quick Publish feature
DEMO

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. Quick Publish Administrators
TIP: Have SEVERAL
Admins able to
Quick Publish, not
just one!
To Authorize, go to:
Management
>Administrators
>General Tab

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. Add ons available:
• Quick Publish
• Mobile app/push notifications
• Digital signage extension
• Send to SMS
• Send to email
• API integration with other systems

30. Test, Adjust, Revisit…
(we’re not done just yet)
Test
Adjust
Revisit

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. • What was confusing?
• What was missing
• Were there unintended consequences?
Update your plan, message,
and/or Alert templates accordingly..
Adjust

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. 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. Agenda…
DEFINE
SET UP ALERT
SET UP QUICK
PUBLISH
TEST, TEST,
TEST
ADJUST
REVISIT

36. Questions?

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. Right Message, Right Place, Right Time. Every Time.