Evaluating incident notification systems and providers can cause anyone’s eyes to glaze over in dreaded anticipation. But the process doesn’t have to be laborious, overwhelming, or fraught with perils when you know the right questions to ask.
Learn how to effectively ask the right questions and get the right answers to quickly cut through sales pitches and marketing noise to understand how each will fit within your organization.
The document outlines a plan to improve Vinli's customer support processes and scalability. The plan includes 11 points: 1) Build a continuous onboarding function; 2) Set up a knowledge base; 3) Set up a support community; 4) Get organized with ticket management; 5) Set up an auto-responder; 6) Triage tickets fast; 7) Assign tickets properly; 8) Never answer the same ticket twice; 9) Always be tagging tickets; 10) Link up processes fast; 11) Pursue continuous improvement. The goal is to engage customers proactively, create amazing experiences, and make support processes scalable as Vinli grows.
Clearent is a direct sales merchant services provider that offers tools to help sales representatives grow their business. Representatives are given proprietary back-end systems, flexible pricing, and next-day funding. Merchants have access to innovative online reporting with daily updates and data export features. Representatives can choose between upfront bonuses or higher residuals and are paid accurately and on time. Clearent aims to provide fast approvals, free PCI compliance, and dedicated customer service to representatives and merchants.
Virtual Contact Center Technical Support - What Happens Post DeploymentSteve Chirokas
What happens after deployment of a Virtual Contact Center? This presentation highlights the key technical support issues to consider before choosing a vendor for hosted contact center or IVR solutions.
Cutting Through the Clutter: Successful Messaging in an Age of Information Ov...Everbridge, Inc.
This document summarizes a webinar presented by Dr. Robert Chandler and Marc Ladin of Everbridge on creating effective messaging during times of crisis or information overload. They discuss how stress negatively impacts cognitive processing and communication. They recommend simplifying messages to 3 key points using short sentences, graphics and redundancy. Messages should be customized for different audiences and locations. Everbridge provides mass notification solutions to help organizations communicate effectively during emergencies through their elastic infrastructure and support for multiple communication channels.
Why are some warning messages followed, while others are ignored or misunderstood? Why do some messages make it through to your audience, whereas some do not? To create messages that are successful, it is important to understand both the characteristics of your audience - preferred modality, location, etc., as well as the characteristics of each of your messages. It is also necessary to ensure you have the right infrastructure to support your message delivery, during any type of incident.
The document introduces Everbridge MobileAware, a mobile notification application. It discusses challenges facing organizations with distributed employees and the need for real-time mobile access. It highlights two client examples, Pierce County and Ventura County, who use MobileAware to quickly send emergency notifications from mobile devices. The demo shows MobileAware's secure and easy-to-use interface allows qualified users to create and send messages. Mobility is critical for timely emergency response.
Best Practices for Emergency Notification Featuring The Private BankEverbridge, Inc.
The document discusses best practices for emergency notification systems based on the experience of The Private Bank. It describes how the bank created a Business Continuity Communications Committee after growing significantly in size. This committee developed scenario-based scripts for emergency alerts. The bank also implemented the Everbridge notification platform to quickly reach its large number of employees during emergencies. Testing the system revealed issues like making sure to collect both work and personal contact details from employees.
Preparing for the Unexpected with The Town of East Haddam, CTEverbridge, Inc.
Craig Mansfield, the Emergency Management Director of East Haddam, Connecticut, discussed how his town uses the Everbridge emergency notification system. The system allows East Haddam to quickly send messages to over 3,000 residents via multiple channels. During Tropical Storm Irene in 2011, daily updates were sent achieving confirmation rates of 4-17%. The system helped coordinate response efforts and keep residents informed during the widespread power outage. East Haddam finds the system saves time and payroll costs compared to manual notifications. They are happy with Everbridge and how it improves emergency communication.
The document outlines a plan to improve Vinli's customer support processes and scalability. The plan includes 11 points: 1) Build a continuous onboarding function; 2) Set up a knowledge base; 3) Set up a support community; 4) Get organized with ticket management; 5) Set up an auto-responder; 6) Triage tickets fast; 7) Assign tickets properly; 8) Never answer the same ticket twice; 9) Always be tagging tickets; 10) Link up processes fast; 11) Pursue continuous improvement. The goal is to engage customers proactively, create amazing experiences, and make support processes scalable as Vinli grows.
Clearent is a direct sales merchant services provider that offers tools to help sales representatives grow their business. Representatives are given proprietary back-end systems, flexible pricing, and next-day funding. Merchants have access to innovative online reporting with daily updates and data export features. Representatives can choose between upfront bonuses or higher residuals and are paid accurately and on time. Clearent aims to provide fast approvals, free PCI compliance, and dedicated customer service to representatives and merchants.
Virtual Contact Center Technical Support - What Happens Post DeploymentSteve Chirokas
What happens after deployment of a Virtual Contact Center? This presentation highlights the key technical support issues to consider before choosing a vendor for hosted contact center or IVR solutions.
Cutting Through the Clutter: Successful Messaging in an Age of Information Ov...Everbridge, Inc.
This document summarizes a webinar presented by Dr. Robert Chandler and Marc Ladin of Everbridge on creating effective messaging during times of crisis or information overload. They discuss how stress negatively impacts cognitive processing and communication. They recommend simplifying messages to 3 key points using short sentences, graphics and redundancy. Messages should be customized for different audiences and locations. Everbridge provides mass notification solutions to help organizations communicate effectively during emergencies through their elastic infrastructure and support for multiple communication channels.
Why are some warning messages followed, while others are ignored or misunderstood? Why do some messages make it through to your audience, whereas some do not? To create messages that are successful, it is important to understand both the characteristics of your audience - preferred modality, location, etc., as well as the characteristics of each of your messages. It is also necessary to ensure you have the right infrastructure to support your message delivery, during any type of incident.
The document introduces Everbridge MobileAware, a mobile notification application. It discusses challenges facing organizations with distributed employees and the need for real-time mobile access. It highlights two client examples, Pierce County and Ventura County, who use MobileAware to quickly send emergency notifications from mobile devices. The demo shows MobileAware's secure and easy-to-use interface allows qualified users to create and send messages. Mobility is critical for timely emergency response.
Best Practices for Emergency Notification Featuring The Private BankEverbridge, Inc.
The document discusses best practices for emergency notification systems based on the experience of The Private Bank. It describes how the bank created a Business Continuity Communications Committee after growing significantly in size. This committee developed scenario-based scripts for emergency alerts. The bank also implemented the Everbridge notification platform to quickly reach its large number of employees during emergencies. Testing the system revealed issues like making sure to collect both work and personal contact details from employees.
Preparing for the Unexpected with The Town of East Haddam, CTEverbridge, Inc.
Craig Mansfield, the Emergency Management Director of East Haddam, Connecticut, discussed how his town uses the Everbridge emergency notification system. The system allows East Haddam to quickly send messages to over 3,000 residents via multiple channels. During Tropical Storm Irene in 2011, daily updates were sent achieving confirmation rates of 4-17%. The system helped coordinate response efforts and keep residents informed during the widespread power outage. East Haddam finds the system saves time and payroll costs compared to manual notifications. They are happy with Everbridge and how it improves emergency communication.
This document outlines important considerations and questions for conducting technical diligence on a company or product. It discusses evaluating a technology's capability, stability, expandability, security, costs, support methods, dependencies, risks, initiatives, intellectual property, vendors, and technical challenges. It provides sample questions to assess a team's management and staff capabilities, structure, skills, processes, and risks around scalability, supportability, intellectual property, partnerships, and technical difficulties handling performance, data, machine learning, various devices and languages. The document emphasizes the importance of diligence from someone familiar with the specific technology and tradeoffs, and that these questions can provide meaningful insights.
Using Product Box to Build the Complete DeveloperLuke Hohmann
In 2006 I was asked to give the keynote at the Better Software Conference on "The Complete Developer". It was a perfect opportunity to use the Innovation Game® Product Box to with senior leaders of Silicon Valley Companies like Google and EMC to identify the three core sets of attributes that they consider most valuable in a developer: technical competence, customer driven and business acumen.
Jonckers: Choosing A Srategic Sourcing Model For LocalisationUnited Interactive™
This document discusses choosing a strategic sourcing model for localization. It outlines key questions to consider such as localization needs, resources, costs, timelines and risks. The options range from fully insourcing to outsourcing localization. The best approach is often a hybrid model. Understanding an organization's position on factors like supplier dependency, cost tolerance, time-to-market pressures, risks and quality assurance needs helps determine the optimal sourcing strategy. A flexible approach may be needed as needs change over time.
How Duct Tape and Bubblegum are Hurting Your BusinessOmniVue
Are your business systems being held together with duct tape and bubblegum?
The software that runs your business can make or break your organization. Patching it up as you go is not a good long term solution, because this creates multiple disparate systems that don't work together.
Hear Jeff Pyden, President and CEO of OmniVue, discuss why having multiple disparate systems can hurt your business in the long run. And more importantly, what you can do to prevent it.
Webinar: Accelerate Business Automation with APPSeCONNECT iPaaSAPPSeCONNECT
The document discusses business process automation and integration platform as a service (iPaaS). It describes the benefits of iPaaS such as increased efficiency, scalability, and ease of use. APPSeCONNECT is presented as an iPaaS that provides quick and easy integration capabilities through a web-based designer, pre-built connectors, and support for triggered and scheduled processes. A demo is given of how APPSeCONNECT can help automate operations for retail businesses through integrations that quickly process orders, update stock levels, and generate invoices.
Slides from the "Much ado about Agile", Agile Vancouver Conference 2015. This talk is around examples of MVP on small startups and Enterprise level. What's the ultimate MVP?
Gathering and defining software requirements is difficult. One Agile technique to help address this challenge is writing user stories, which are short descriptions of functions that an end-user would want. While user stories help convert concepts into functions, writing good user stories is easier said than done.
What you’ll learn in this presentation:
• The basics of user stories.
• How user stories fit into the overall Agile planning process.
• How to write a user story.
Entrepreneur boot camp starting a business - november 1 2012 - dave litwillerDave Litwiller
Starting a Technology Business by Dave Litwiller provides advice on starting a technology business. It discusses that a founding team of 2-3 members with both technical and business experience is ideal. The product or service should solve a real problem that customers have and that others cannot easily replicate. The business model elements of revenue, gross margin, operating costs, working capital, and investment are key to consider. Intellectual property should be properly assigned and protected. Speed to market and adapting based on customer feedback are also emphasized.
Long view euc calgary april 26 2013 v0.3lvsmarketing
The document discusses end user computing and virtualization solutions. It provides an overview of Long View, a solutions and services company, including their expertise, partners, and locations. It then summarizes trends they are seeing, such as new devices, infrastructure changes, and interest in virtual desktop infrastructure (VDI) and application virtualization. It outlines approaches for success focusing first on applications and users - understanding what applications are needed and tailoring delivery, as well as understanding user experiences and use cases. The document ends asking how Long View can help organizations move forward with their own integrations.
This document discusses innovation through microservices. It begins by defining innovation as executing new ideas to create value for customers. It then discusses how to innovate through a microservices approach using a platform that allows for rapid deployment, lean analytics, and a build-measure-learn process to fail fast and learn quickly. This approach creates an antifragile system that gains from stress and shocks by measuring impacts and adapting in response.
How to create a successful proof of conceptETLSolutions
To create a successful proof of concept (POC), one must:
1. Explore the business reasons for needing the software and how it will improve processes.
2. Understand the customer's requirements and expectations for the final product.
3. Clarify logistics such as locations, timings, and access needed for the POC.
Effective Enterprise Markets: What makes them work and whyLisa Beckers
The document discusses effective enterprise markets, what makes them work, and why markets are a good medium for forecasting. It provides examples of prediction market prices on current events. Markets work because traders buy low and sell high, incorporating diverse views into prices. Markets generally outperform alternatives like polls and experts in accuracy. The advantages of using markets for forecasting are that they are numerically precise, consistently applied to many issues, frequently updated, and hard to manipulate. The document discusses considerations for designing effective enterprise prediction markets.
Practical dos and don'ts of enterprise prediction marketsKM Chicago
The document discusses effective enterprise markets, what makes them work, and why markets are a good medium for forecasting. It provides examples of prediction market prices on current events. Markets work because traders buy low and sell high, incorporating diverse views into prices. Markets generally outperform alternatives like polls and experts in accuracy. The advantages of using markets for forecasting include incentives for truth-telling, numerical precision, and frequent updating. The document discusses considerations for designing effective enterprise prediction markets.
Got leads? Know how they came in? Know where they are in your nurture process? Know how to score them?
If you answered yes, then bravo! But, it’s most likely that you aren’t quite clear on these answers and lead processes. We find, more times than not, that when it comes to lead management marketers face more questions than answers.
So, how do you get clarity on your process and determine where you can improve?
Top Tips include:
- Why lead management stumps marketers and is one of the most complex processes every business faces
- Tricks to uncovering your process based on lessons learned from Digital Pi Client projects
- How an assessment works and why, even if you did answer yes to the above, it’s always a good idea to direct, learn, and improve
Technology trends are rapidly changing, and the public sector is set to experience a more disruptive future. Along with many other high priority items, such as repairing or replacing infrastructure, new housing developments to meet the need of the growing population, and first responder initiatives, technology trends should be on your list of priorities in order to save money, secure data, and improve productivity. Here is a quick summary of 5 key public sector technology trends in 2018.
Gathering and defining software requirements is difficult.
One Agile technique to help address this challenge is writing user stories, which are short descriptions of functions that an end-user would want.
While user stories help convert concepts into functions, writing good user stories is easier said than done.
Notes from the field - End User ComputingJames Charter
Long View Systems presentation to VMware Knowledge Series on End User Computing. What are we seeing in the field in EUC, what are some approaches for success that can be applied to make projects and adoption more successful.
As the tech landscape floods with more users, more devices, and more data, business intelligence becomes increasingly more important for creating context from the large data sets. Join us as we cover strategies you can apply to your own projects and have product leaders at Salesforce and SalesforceIQ share their stories about real experiences put into practice. You will learn how to use data, signals, and context to create a relevant and impactful experience for your customers.
Once you’ve made the decision to leverage AI and/or machine learning, now you need to figure out how you will source the training data that is necessary for a fully functioning algorithm. Depending on your use case, you might need a significant amount of training data, and you’ll want to consider how that is labeled and annotated too.
View Applause's webinar with Cognilytica principal analysts Ronald Schmelzer and Kathleen Walch, alongside Kristin Simonini, Applause’s Vice President of Product, as they tackle the modern challenges that today’s companies face with sourcing training data.
The pursuit for the perfect synchrony between software development and IT operations is still ongoing, and striking the balance won’t happen any time soon. Understand and address these 5 common DevOps challenges to achieve a higher- functioning and collaborative organization.
Prepare for conditions that exacerbate stress during and immediately after incidents
Integrate best practices into emergency planning
Manage hyper-stress for emergency communication responders
What are the four components of an effective incident notification message? How about the DA 4 - 3 & 30 - 60 & 6 rule? If not, then it is possible that your recipients are not sure what you are trying to say when reading your messages.
Are you concerned about planning your messages, when to send them, and how to make them clear and concise? From seasoned veterans to newbies, we could all use a refresher class every now and then when it comes to something as critical as incident notification.
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This document outlines important considerations and questions for conducting technical diligence on a company or product. It discusses evaluating a technology's capability, stability, expandability, security, costs, support methods, dependencies, risks, initiatives, intellectual property, vendors, and technical challenges. It provides sample questions to assess a team's management and staff capabilities, structure, skills, processes, and risks around scalability, supportability, intellectual property, partnerships, and technical difficulties handling performance, data, machine learning, various devices and languages. The document emphasizes the importance of diligence from someone familiar with the specific technology and tradeoffs, and that these questions can provide meaningful insights.
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In 2006 I was asked to give the keynote at the Better Software Conference on "The Complete Developer". It was a perfect opportunity to use the Innovation Game® Product Box to with senior leaders of Silicon Valley Companies like Google and EMC to identify the three core sets of attributes that they consider most valuable in a developer: technical competence, customer driven and business acumen.
Jonckers: Choosing A Srategic Sourcing Model For LocalisationUnited Interactive™
This document discusses choosing a strategic sourcing model for localization. It outlines key questions to consider such as localization needs, resources, costs, timelines and risks. The options range from fully insourcing to outsourcing localization. The best approach is often a hybrid model. Understanding an organization's position on factors like supplier dependency, cost tolerance, time-to-market pressures, risks and quality assurance needs helps determine the optimal sourcing strategy. A flexible approach may be needed as needs change over time.
How Duct Tape and Bubblegum are Hurting Your BusinessOmniVue
Are your business systems being held together with duct tape and bubblegum?
The software that runs your business can make or break your organization. Patching it up as you go is not a good long term solution, because this creates multiple disparate systems that don't work together.
Hear Jeff Pyden, President and CEO of OmniVue, discuss why having multiple disparate systems can hurt your business in the long run. And more importantly, what you can do to prevent it.
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The document discusses business process automation and integration platform as a service (iPaaS). It describes the benefits of iPaaS such as increased efficiency, scalability, and ease of use. APPSeCONNECT is presented as an iPaaS that provides quick and easy integration capabilities through a web-based designer, pre-built connectors, and support for triggered and scheduled processes. A demo is given of how APPSeCONNECT can help automate operations for retail businesses through integrations that quickly process orders, update stock levels, and generate invoices.
Slides from the "Much ado about Agile", Agile Vancouver Conference 2015. This talk is around examples of MVP on small startups and Enterprise level. What's the ultimate MVP?
Gathering and defining software requirements is difficult. One Agile technique to help address this challenge is writing user stories, which are short descriptions of functions that an end-user would want. While user stories help convert concepts into functions, writing good user stories is easier said than done.
What you’ll learn in this presentation:
• The basics of user stories.
• How user stories fit into the overall Agile planning process.
• How to write a user story.
Entrepreneur boot camp starting a business - november 1 2012 - dave litwillerDave Litwiller
Starting a Technology Business by Dave Litwiller provides advice on starting a technology business. It discusses that a founding team of 2-3 members with both technical and business experience is ideal. The product or service should solve a real problem that customers have and that others cannot easily replicate. The business model elements of revenue, gross margin, operating costs, working capital, and investment are key to consider. Intellectual property should be properly assigned and protected. Speed to market and adapting based on customer feedback are also emphasized.
Long view euc calgary april 26 2013 v0.3lvsmarketing
The document discusses end user computing and virtualization solutions. It provides an overview of Long View, a solutions and services company, including their expertise, partners, and locations. It then summarizes trends they are seeing, such as new devices, infrastructure changes, and interest in virtual desktop infrastructure (VDI) and application virtualization. It outlines approaches for success focusing first on applications and users - understanding what applications are needed and tailoring delivery, as well as understanding user experiences and use cases. The document ends asking how Long View can help organizations move forward with their own integrations.
This document discusses innovation through microservices. It begins by defining innovation as executing new ideas to create value for customers. It then discusses how to innovate through a microservices approach using a platform that allows for rapid deployment, lean analytics, and a build-measure-learn process to fail fast and learn quickly. This approach creates an antifragile system that gains from stress and shocks by measuring impacts and adapting in response.
How to create a successful proof of conceptETLSolutions
To create a successful proof of concept (POC), one must:
1. Explore the business reasons for needing the software and how it will improve processes.
2. Understand the customer's requirements and expectations for the final product.
3. Clarify logistics such as locations, timings, and access needed for the POC.
Effective Enterprise Markets: What makes them work and whyLisa Beckers
The document discusses effective enterprise markets, what makes them work, and why markets are a good medium for forecasting. It provides examples of prediction market prices on current events. Markets work because traders buy low and sell high, incorporating diverse views into prices. Markets generally outperform alternatives like polls and experts in accuracy. The advantages of using markets for forecasting are that they are numerically precise, consistently applied to many issues, frequently updated, and hard to manipulate. The document discusses considerations for designing effective enterprise prediction markets.
Practical dos and don'ts of enterprise prediction marketsKM Chicago
The document discusses effective enterprise markets, what makes them work, and why markets are a good medium for forecasting. It provides examples of prediction market prices on current events. Markets work because traders buy low and sell high, incorporating diverse views into prices. Markets generally outperform alternatives like polls and experts in accuracy. The advantages of using markets for forecasting include incentives for truth-telling, numerical precision, and frequent updating. The document discusses considerations for designing effective enterprise prediction markets.
Got leads? Know how they came in? Know where they are in your nurture process? Know how to score them?
If you answered yes, then bravo! But, it’s most likely that you aren’t quite clear on these answers and lead processes. We find, more times than not, that when it comes to lead management marketers face more questions than answers.
So, how do you get clarity on your process and determine where you can improve?
Top Tips include:
- Why lead management stumps marketers and is one of the most complex processes every business faces
- Tricks to uncovering your process based on lessons learned from Digital Pi Client projects
- How an assessment works and why, even if you did answer yes to the above, it’s always a good idea to direct, learn, and improve
Technology trends are rapidly changing, and the public sector is set to experience a more disruptive future. Along with many other high priority items, such as repairing or replacing infrastructure, new housing developments to meet the need of the growing population, and first responder initiatives, technology trends should be on your list of priorities in order to save money, secure data, and improve productivity. Here is a quick summary of 5 key public sector technology trends in 2018.
Gathering and defining software requirements is difficult.
One Agile technique to help address this challenge is writing user stories, which are short descriptions of functions that an end-user would want.
While user stories help convert concepts into functions, writing good user stories is easier said than done.
Notes from the field - End User ComputingJames Charter
Long View Systems presentation to VMware Knowledge Series on End User Computing. What are we seeing in the field in EUC, what are some approaches for success that can be applied to make projects and adoption more successful.
As the tech landscape floods with more users, more devices, and more data, business intelligence becomes increasingly more important for creating context from the large data sets. Join us as we cover strategies you can apply to your own projects and have product leaders at Salesforce and SalesforceIQ share their stories about real experiences put into practice. You will learn how to use data, signals, and context to create a relevant and impactful experience for your customers.
Once you’ve made the decision to leverage AI and/or machine learning, now you need to figure out how you will source the training data that is necessary for a fully functioning algorithm. Depending on your use case, you might need a significant amount of training data, and you’ll want to consider how that is labeled and annotated too.
View Applause's webinar with Cognilytica principal analysts Ronald Schmelzer and Kathleen Walch, alongside Kristin Simonini, Applause’s Vice President of Product, as they tackle the modern challenges that today’s companies face with sourcing training data.
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Prepare for conditions that exacerbate stress during and immediately after incidents
Integrate best practices into emergency planning
Manage hyper-stress for emergency communication responders
What are the four components of an effective incident notification message? How about the DA 4 - 3 & 30 - 60 & 6 rule? If not, then it is possible that your recipients are not sure what you are trying to say when reading your messages.
Are you concerned about planning your messages, when to send them, and how to make them clear and concise? From seasoned veterans to newbies, we could all use a refresher class every now and then when it comes to something as critical as incident notification.
1) Emergency notification solutions have evolved from early systems like the Emergency Broadcast System to current integrated systems that can notify people via multiple channels.
2) When selecting an emergency notification vendor, it is important to consider their support for mobile technologies and device-specific applications, as well as their ability to scale to handle high message volumes.
3) Future emergency notification systems will move beyond simple messaging to provide comprehensive emergency management and situational awareness across all phases of an incident.
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Poudre Valley Hospital uses the Everbridge emergency notification system to communicate important information to staff quickly and efficiently. They load all employee contact data nightly using an API that interfaces with their HR systems. This allows them to send notifications to large groups segmented by department or specialty. They use the system for emergencies, drills, testing, regulatory surveys, and daily staffing needs. The API and ability to segment groups has improved their notification process and allowed them to contact hundreds of staff in a fraction of the previous time.
Everbridge Webinar: Learn Marathon Petroleum’s Top Data Management Best Pract...Everbridge, Inc.
This document summarizes a webinar presented by Pat McCaffrey of Marathon Petroleum and Keith Tyndall of Everbridge on best practices for incident communication and data management using Everbridge's notification platform. The webinar covered Marathon's notification process, justifying the need for an improved system, current usage of Everbridge across different business units, managing organizational data and groups, and future applications like hazardous weather alerts. It provided an overview of Everbridge's capabilities and resources for emergency notification.
The document provides information about an audio webinar on decision making during disasters and emergencies, including:
- The audio dial-in number, access code, and note that slides are available on the Everbridge blog.
- It discusses how human factors errors can negatively impact decision making during crises due to diminished cognitive capacities under stress.
- The webinar will cover research on decision making challenges during disasters and how to anticipate and mitigate barriers to quality decisions.
The document summarizes lessons learned about crisis communication from the September 11th attacks and discusses how communication has changed in the past 10 years. It notes that mobile technology and social media have significantly advanced, creating new challenges and opportunities for crisis notification. While regulation and preparedness have improved, fully addressing human factors and meeting evolving public expectations remains difficult. The presentation concludes by emphasizing the importance of testing emergency response plans that incorporate modern communication strategies and channels.
Everbridge Webinar - The New Corporate ISO 22301 BC StandardEverbridge, Inc.
If your organization’s business continuity program was audited, would you survive the scrutiny? Understanding the communication requirements of the new ISO 22301 standard will help you assess how prepared you really are.
As a new international standard, ISO 22301 will provide guidance for organizations on how to define, improve, and maintain their business continuity program. Businesses of any size or shape can benefit from learning how to fortify their plans to meet this new standard.
Join crisis communications expert Dr. Robert Chandler as he reviews the communication requirements in this draft international document, where it came from and what you should do about it now.
What you will learn:
• The standards on which ISO 22301 is based
• What this means for your current business continuity communications plan
• How to improve your plan to withstand audit and review
You’ve managed to survive the crisis, but your image is tarnished. Will your post-crisis actions restore trust and confidence … or cause further damage to your organization’s reputation?
From Enron’s auspicious failure to Japan's recent nuclear mishap to government officials’ misuse of social media, message strategies are the proven polish for tarnished reputations.
Join crisis communications expert Dr. Robert Chandler as he discusses what to communicate after the crisis is over to help salvage your reputation.
This document discusses campus safety and compliance with the Clery Act. It provides insights for higher education institutions on developing Clery Act compliant protocols for emergency notification and response. Key points discussed include maintaining crime logs, expanding hate crime reporting, encouraging counselor referrals, and policies for sexual assault prevention and response. The presentation emphasizes the importance of emergency communication and annual testing of notification systems to ensure timely warnings and protect students, faculty and staff.
Tornadoes and Turmoil: Staying Ahead of the StormEverbridge, Inc.
The document provides information about an Everbridge webinar on staying ahead of severe weather storms. It includes an agenda for the webinar with presentations on AccuWeather's 2011 severe weather forecast, reducing risks through emergency communication planning, and a Q&A session. Contact information is provided for Ken Reeves from AccuWeather and Keith Tyndall from Everbridge for any follow up questions. Slides from the webinar are available on Everbridge's blog.
The document provides information about an Everbridge webinar on staying ahead of severe weather storms. It includes an agenda for the webinar with presentations on AccuWeather's 2011 severe weather forecast, reducing risks through emergency communication planning, and a Q&A session. Contact information is provided for Ken Reeves from AccuWeather and Keith Tyndall from Everbridge for any follow up questions. Slides from the webinar are available on Everbridge's blog.
Tornadoes and Turmoil: Staying Ahead of the StormEverbridge, Inc.
The document provides an audio dial-in and access code for a presentation on staying ahead of severe weather storms. It includes slides on AccuWeather's 2011 severe weather forecast, warnings issued, tornado locations, flooding reviews, and hurricane forecasts. It promotes AccuWeather Enterprise Solutions for accurate, customized weather warnings and Everbridge for fast incident notification to protect people, property, and profits.
Japan Moving Forward: 5 Communication PrioritiesEverbridge, Inc.
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.
Forecasters predict that if you escaped last year’s extreme winter weather...you may be in for a big surprise. Who will be successful keeping their businesses, communities and homes safe during this season’s severe weather - the most prepared.
Join Ken Reeves, Vice President and Director of Forecasting Operations at AccuWeather, and Everbridge as we discuss the winter forecast and how to reach your people quickly in a weather emergency.
What you will learn:
• Ensuring that your first responders are prepared – before, during and after a hazard strikes
• How to reduce risks by planning communications for severe weather in advance
• Methods for keeping others informed of facility closures, hazardous conditions and more
Everbridge Webinar - Message Mapping: Can You Hear Me Now?Everbridge, Inc.
During an emergency, fast and clear communication can make the difference between an effective response and a prolonged crisis. As communication methods expand, keeping up with the latest crisis communication tools can be challenging. Do you have a proactive communication plan that addresses today’s issues?
Join distinguished crisis communication expert, author, consultant, and educator, Dr. Robert C. Chandler, as he shares his methodology, patented research and insight into the latest and most sophisticated version of message mapping, for use before, during and after an event.
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In addition to new legal and regulatory mandates, there is an emerging expectation of the right to be informed and notified of critical incidents. Demonstrating emergency notification capabilities is no longer an optional activity, but one for which we are being held increasingly accountable. Despite new technologies, best practices, and lessons learned from highly publicized crisis response successes and failures, challenges abound. Distinguished crisis communication expert Dr. Robert C. Chandler discusses communication challenges and opportunities during emergencies and how to master the fine art of sending the right message to the right people when disaster strikes.
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Everbridge Webinar: Truth and Consequences in Emergency Notification
1. audio dial-in access code note
1-516-453-0014 471-563-016 slides are currently available
on the Everbridge blog
blog.everbridge.com
twitter.com/everbridge
facebook.com/everbridgeinc
youtube.com/user/everbridge
2. Truth and Consequences in
Emergency Notification:
Top 10 Questions to Ask Vendors
Geoff Schemel
Director of Sales Engineering and Support, Everbridge
3. About Everbridge
• Leader in incident notification systems
• Fast-growing global company with
more than 1,000 clients in more
1 000
than 100 countries
• Serve the Global 2000, healthcare
systems,
systems state and local government
government,
federal government, military, financial
services firms, and universities
• 100% focused on incident notification
solutions that merge technology
and expertise
3
8. i Insight
• Great vendors focus on solving
problems not sales
• Your vendor should demonstrate
expertise and explain how their product
will benefit you and resolve your needs
• Be wary of shiny baubles
• Solve today’s needs; but keep an
eye towards the future
y
8
9. 1 How will you help me solve my
business problems?
• Has the vendor done a needs analysis and
mapped their product to your needs?
• How will they help you get the most out of
your investment post sale?
post-sale?
• Can the vendor provide best practices, how
do they apply to your market segment?
• Does the vendor have pre-written message
libraries, reports, and professional services
, p , p
for crisis communications?
9
10. Truth:
Any product can be made to look easy
Consequence:
Buying a product that isn’t nearly as easy
to use as you t oug t it would be
thought t ou d
10
11. i Insight
• Since emergencies are infrequent and rarely
scheduled th product should b easy t l
h d l d the d t h ld be to learn; and
d
more importantly easy to remember how to use
• It should not require a specialist
• Keep in mind that employees move around so the
person you initially train may not be the person
using th system a f
i the t few months from now
th f
• Check for mobility. A strong product should
provide secure anytime/anywhere access
• Your vendor should have flexible support
options to help you get your message out
when seconds count
h d t
11
12. 2 What makes the system easy to use?
• How has your application been written to facilitate
use d i acute stress situations?
during t t it ti ?
• How does the UI facilitate my efforts for emergency
communications?
• Do you have a live operator service and are
they contractors or employees?
• Does the vendor supply multiple levels
of training materials?
• Does the vendor supply on-demand training?
• Is ongoing training free and unlimited?
• C I do a pilot?
Can ?
12
13. Truth:
A system that is “down for maintenance”
can’t make the phones ring
Consequence:
A system t at isn’t there when you need it
syste that s t t e e e eed t
13
14. i Insight
• Understand the “9’s”.
• 99.99% - 53 minutes of downtime a year
• 99.9% - 9 hours of downtime a year
• 99% - 87 hours of downtime a year
• Statistics should include planned maintenance
• Fail-over systems should be fully capable
• Data replication and fail-over should be
automatic and nearly instantaneous
y
• The vendor should be willing to put this in writing
14
15. 3 How do you handle redundancy
and uptime?
• What is your guaranteed annual uptime statistic
including planned maintenance?
• How frequently are you replicating my data
between th primary and b k f ilit ?
b t the i d backup facility?
• Does the backup facility have the same
telephone and server capacity as the primary?
• How long does it take to fail-over from
one to the other?
• Will they put this in writing?
15
16. Truth:
The system needs accurate contact data
Consequence:
With bad data critical messages will be delivered
to the wrong pe so , if t ey a e de e ed at a
t e o g person, they are delivered all
16
17. i Insight
• The vendor should help design a comprehensive
strategy comprising:
t t i i
• Manual Edits
• On the fly uploads
• Automated updates
• Multiple data sources
p
• Uploads should not require vendor assistance
17
18. 4 How will you help me manage data?
Questions to ask yourself:
• Where will the data come from?
• Do we collect it today or will we need to
create processes to collect it?
• What is the quality of the data?
• Will HR release the data?
• What resources do I need to automate the data
feeds and what is their availability?
18
19. 4 How will you help me manage data?
Questions to ask your vendor:
• What tools do you have to help me automate
my data feeds?
• Can you provide references of clients using
those tools?
• Do these tools require a developer to implement?
• Can you p o de sugges o s a d bes p ac ces
Ca provide suggestions and best practices
on how to collect and use PII?
• Do you limit the number of updates I can provide?
• I don’t need to email your employees a
spreadsheet for them to upload do I?
19
20. Truth:
Delivery is more important than capacity
Consequence:
Many vendors quote the system’s theoretical
maximum capac ty This p o des no assu a ce
a u capacity. s provides o assurance
of how it will work for you
20
21. i Insight
• Focus on delivery not “pie in the sky”
capacity numbers
• Service Level Agreements should be between the
vendor and th client, not th vendor’s vendors
d d the li t t the d ’ d
• VOIP and SS7 are code for leased
3rd party capacity
• Verify the number of ports before you buy
• Just say no to small capacity shared port systems
21
22. 5 How is delivery guaranteed?
• How fast will the system work for me?
• Can I get that in writing?
• If Dedicated:
• How many ports are you quoting me?
• Are they shared or truly dedicated?
• How much will it cost me to upgrade in the future?
• If “Overflow” is being discussed:
• What do I have to do differently to activate it?
• What type of delivery SLA will you provide me?
22
23. 5 How is delivery guaranteed?
• If VOIP/SS7:
• Who is/are your provider(s)?
• Can I see your contract to verify your capacity claims?
• What other ENS providers are using the same vendor?
23
24. Truth:
Reports are something you will learn
to depend on
Consequence:
Inadequate reporting will de ay c t ca dec s o
adequate epo t g delay critical decision
making and can severely limit your ability to
improve over time
24
25. i Insight
• Reports need to be easy to use and understand
• They should provide a range of information:
• Summary
• Detail
• Consider all of the stakeholders that will be
involved such as BC/DR, HR, Finance,
Senior Management
• Th
There should b a way t create and
h ld be to t d
customize your own reports
25
26. 6 Are your reporting solutions robust
and easy to use?
• Is reporting real time?
• How does the service summarize information?
• What level of detail can it provide?
p
• Can I create my own reports?
• Can I get help creating my own reports?
• How much will it cost me to have you create
them for me?
26
27. Truth:
Data security must be a priority
Consequence:
Lack of data security puts your employees
a d business o at o
and bus ess information at risk
s
27
28. i Insight
• Security is a serious matter, with many
different standards such as SAS 70,
ISO, NIST, etc. that may or may
not apply to you
• Every vendor should be able to provide
copies of their security plans and operations
• Vendors should conduct monthly internal
penetration tests as well as annual 3rd
party security audits
t it dit
28
29. 7 How secure is my data?
• Can I get copies of the following?
• System Security Plan (SSP)
• BC/DR Plan
• Privacy Impact Assessment (PIA)
• Continuous Monitoring Plan (CMP)
• Configuration Management (CM)
• Plan of Action & Milestone (POA&M)
• Your last monthly scan?
?
• Your last annual audit?
29
30. Truth:
Successful notification is not only about making
phones ring Its about knowing which phones to
ring.
ring, when to ring them, and what to say
Consequence:
Many notification i l
M tifi ti implementations f il b
t ti fail because a
vendor is only able to do one thing – provide a
messaging tool
30
31. i Insight
• Vendors often focus on selling a product, and
leave critical details such as deployment and
growth to the client
• Good vendors should help you evaluate your
current notification needs, and then identify a
growth path for you as your needs grow.
• A good vendor should be able to support you at
every stage.
• If adoption of your notification program stagnates,
d ti f tifi ti t t
its value will as well. The value of your notification
system is directly correlated to the number of
y y
people included in the system (network theory).
31
32. 8 Aside from the technology, how can you help me
build a successful notification program?
• What type of growth path will I have working with
your organization? H
i ti ? How well d fi d i it?
ll defined is
• How will you help me understand the best
practices to employ to drive the adoption of my
notification program?
• What expertise can you deliver for creating
messages, providing message libraries, and
idi lib i d
helping me evaluate the quality of my messaging?
• What type of professional services do you provide?
• What types of best practices do you provide that I
can use to increase my success using the service?
32
33. Truth:
Processes need to be established and set in
place before the crisis
Consequence:
A lack of process will result in a lack of efficient
communication when it’s most needed
33
34. i Insight
• Processes need to be established
• Who can activate the system?
• When can it be activated?
• What needs to be said?
• How should messages be delivered?
• A good vendor will supply advice,
assistance, and best practices including:
• M
Message M
Maps
• Participation in table top exercises
• Test Reviews and Analysis
34
35. 9 How can you help me communicate better?
• What type of training do you provide in
emergency communications?
i ti ?
• What does this training consist of?
• Wh t best practices do you recommend when
What b t ti d d h
crafting messages?
• Can you supply pre-written message templates?
pre written
• Do you offer any professional services around
message creation?
35
36. Truth:
Not all services have the capability to provide
the functional scalability you need
Consequence:
You ca qu c y outg o you syste , limiting
ou can quickly outgrow your system, t g
your options and wasting your investment
36
37. i Insight
• Organizations often have multiple levels
of communication needs
• Organizations with multiple business
units or geographic di i i
it hi divisions often need
ft d
their service
37
38. 10 Can I deploy globally,
but implement locally?
• Can my different divisions or locations have
complete control over their systems while I have
overall administrator access across the
corporation?
• How can I have segmented security so that one
division can’t see what another is doing?
• Can each location have their own greetings and
message templates?
• How can each division or location have full
control over their data and only their data?
38
39. Top 10 Questions to Ask Vendors
• How will you help me solve my business problems?
• What makes the system easy to use?
• How do you handle redundancy and uptime?
• How will you help me manage data?
• How i d li
H is delivery guaranteed?
t d?
• Are your reporting solutions robust and easy to use?
• How secure is my data?
• Aside from the technology, how can you help me build a
successful notification program?
• How can you help me communicate better?
• Can I deploy globally, but implement locally?
39
41. Where to go for more information
http://everbridge.com/resources
blog.everbridge.com
twitter.com/everbridge
facebook.com/everbridgeinc
g
youtube.com/user/everbridge
41
42. Missed anything?
Q&A Slides are currently
available on
blog.everbridge.com
Use the
Q&A
function to
submit
your
questions.
questions
42
43. Missed anything?
Never fear, the recording and slides from
today s
today’s webinar are just a click away.
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Reminder
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i di
Item Number (Schedule II): 26.1
Activity Group: A
1 Point for each webinar
43
44. Communication
Contact information resources
White papers, literature, case studies
www.everbridge.com/resources
Upcoming webinars:
System Demo (January 20)
www.everbridge.com/webinars
b id / bi
Geoff Schemel Follow us:
geoff.schemel@everbridge.com blog.everbridge.com
1 818 230 9700
1-818-230-9700 twitter.com/everbridge
g
facebook.com/everbridgeinc
youtube.com/user/everbridge
Marc Ladin
marc.ladin@everbridge.com
1-818-230-9700