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.
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.
Everbridge: BP - What Not To Do When the World Is WatchingEverbridge, Inc.
Boycotts, public outcry, and a tarnished reputation - some of the lasting side-effects of one of the worst oil spills in history. Despite having significant resources, BP has made one crisis communications mistake after another. Could it happen to you if a major disaster were to derail your best-laid plans? Dr. Robert Chandler, renowned crisis communication expert, dissects the missteps of BP's messaging and tell us how to avoid a guilty verdict in the court of public opinion.
Dokumen ini membahas berbagai masalah yang sering terjadi pada keyboard komputer beserta solusi-solusinya, di antaranya keyboard tidak terdeteksi, beberapa tombol tidak berfungsi, tombol caps lock sering membesar sendiri, tombol spasi tidak muncul ketika ditekan, dan tombol printscreen menimbulkan fungsi delete. Untuk mengatasi masalah-masalah tersebut, langkah-langkah yang disarankan adalah membersihkan kabel atau bagian dalam keyboard yang bermasal
Communication involves the transmission of ideas, feelings, and knowledge through symbolic messages. Effective communication requires a clear message, an understanding of the audience, and feedback. Barriers like noise, attitudes, and relationships can interfere with communication. Rumors often spread due to ambiguity and anxiety. Organizations rely on upward, downward, and lateral communication channels. The key aspects of communication are understanding by the receiver, overcoming barriers, and active listening.
Effective Messaging and Message Mapping - New Englandasalters
This document discusses effective emergency communication messages and strategies. It outlines challenges communicators face like psychological noise and breakdowns. Messages should have information, urgency, instructions, and confirmation. The document recommends creating message maps in advance with templates and sample wording. Message maps involve determining key messages and audiences for each crisis phase. They provide a roadmap and simplify complex concepts during emergencies. The document also discusses effective communication strategies like acknowledging empathy, explaining risk, and committing to continued updates.
This document provides information about a communication skills module, including its aims, objectives, importance of communication, definitions of communication, models of the communication process, levels of communication, and characteristics of communication. The key points are:
- The aim is to equip students with communication skills for academic and career purposes.
- Objectives include communicating effectively for academic purposes and demonstrating understanding of communication fundamentals.
- Communication skills are critical tools for success in academics and careers.
- Communication is defined as the transmission and reception of information between two or more entities.
- Models of communication include Shannon's model and Kottler's model which outline the different elements in the communication process.
- Communication occurs
Effective Messages and Message Mapping - Federalasalters
This document discusses effective emergency communication messages and strategies. It outlines challenges communicators face like psychological noise and breakdowns. Messages should have information, urgency, instructions, and confirmation. The document recommends creating message maps in advance with templates and sample wording for predictable sequences. Message maps should include key messages, audiences, channels, and timing for each crisis phase. Creating three sentence messages adhering to the DA43-30-60-6 format is also advised. The document stresses the importance of quick, confident, actionable communication to ensure life safety.
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.
Everbridge: BP - What Not To Do When the World Is WatchingEverbridge, Inc.
Boycotts, public outcry, and a tarnished reputation - some of the lasting side-effects of one of the worst oil spills in history. Despite having significant resources, BP has made one crisis communications mistake after another. Could it happen to you if a major disaster were to derail your best-laid plans? Dr. Robert Chandler, renowned crisis communication expert, dissects the missteps of BP's messaging and tell us how to avoid a guilty verdict in the court of public opinion.
Dokumen ini membahas berbagai masalah yang sering terjadi pada keyboard komputer beserta solusi-solusinya, di antaranya keyboard tidak terdeteksi, beberapa tombol tidak berfungsi, tombol caps lock sering membesar sendiri, tombol spasi tidak muncul ketika ditekan, dan tombol printscreen menimbulkan fungsi delete. Untuk mengatasi masalah-masalah tersebut, langkah-langkah yang disarankan adalah membersihkan kabel atau bagian dalam keyboard yang bermasal
Communication involves the transmission of ideas, feelings, and knowledge through symbolic messages. Effective communication requires a clear message, an understanding of the audience, and feedback. Barriers like noise, attitudes, and relationships can interfere with communication. Rumors often spread due to ambiguity and anxiety. Organizations rely on upward, downward, and lateral communication channels. The key aspects of communication are understanding by the receiver, overcoming barriers, and active listening.
Effective Messaging and Message Mapping - New Englandasalters
This document discusses effective emergency communication messages and strategies. It outlines challenges communicators face like psychological noise and breakdowns. Messages should have information, urgency, instructions, and confirmation. The document recommends creating message maps in advance with templates and sample wording. Message maps involve determining key messages and audiences for each crisis phase. They provide a roadmap and simplify complex concepts during emergencies. The document also discusses effective communication strategies like acknowledging empathy, explaining risk, and committing to continued updates.
This document provides information about a communication skills module, including its aims, objectives, importance of communication, definitions of communication, models of the communication process, levels of communication, and characteristics of communication. The key points are:
- The aim is to equip students with communication skills for academic and career purposes.
- Objectives include communicating effectively for academic purposes and demonstrating understanding of communication fundamentals.
- Communication skills are critical tools for success in academics and careers.
- Communication is defined as the transmission and reception of information between two or more entities.
- Models of communication include Shannon's model and Kottler's model which outline the different elements in the communication process.
- Communication occurs
Effective Messages and Message Mapping - Federalasalters
This document discusses effective emergency communication messages and strategies. It outlines challenges communicators face like psychological noise and breakdowns. Messages should have information, urgency, instructions, and confirmation. The document recommends creating message maps in advance with templates and sample wording for predictable sequences. Message maps should include key messages, audiences, channels, and timing for each crisis phase. Creating three sentence messages adhering to the DA43-30-60-6 format is also advised. The document stresses the importance of quick, confident, actionable communication to ensure life safety.
Crisis Management and Effective Messaging - Federalasalters
This document outlines the six stages of crisis communication: warning, risk assessment, response, management, resolution, and recovery. It discusses what should be communicated at each stage, who it should be communicated to, and how to effectively convey messages while a crisis evolves and changes over time. The goal is to provide the right information to the appropriate audiences as a crisis develops and concludes to manage risk, respond to incidents, and aid recovery efforts.
Crisis Management and Effective Messaging - New Englandasalters
The document discusses the six stages of crisis communication: warning, risk assessment, response, management, resolution, and recovery. It provides details about what should be communicated, to whom, and how at each stage. The stages are interdependent and messaging needs to adapt as the crisis evolves. Effective crisis communication requires assessing audience needs and using clear, empathetic language to convey complex information.
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.
This document provides an overview of persuasive writing techniques from a course on certified sales and marketing skills by Dr. Brian Monger. It discusses key aspects of communication including the communication process, audience analysis, source credibility, appealing to self-interest, ensuring message clarity, timing messages appropriately, using symbols and slogans, semantics, suggesting actions, content and structure, and the power of repetition. The goal is to teach writers how to craft persuasive messages that will influence attitudes, opinions, and behaviors.
This document outlines guidelines for effective risk communication from the World Health Organization (WHO). It discusses building trust with communities, integrating risk communication into emergency response systems, and best practices. Key recommendations include: engaging communities in decision making; being transparent about uncertainties; coordinating messaging across stakeholders; conducting strategic communication planning; and using social media to engage the public and monitor concerns. The overall aim is for risk communication to provide accurate, easy to understand information early on to help the public make informed choices to stay safe during health emergencies.
The document discusses effective communication and the communication process. It defines effective communication as conveying messages clearly while also receiving information clearly with little distortion. The communication process consists of a sender, message, encoding, channel, decoding, receiver, feedback, and context. Problems can occur at each stage, risking misunderstanding. To communicate effectively, one must understand this process and be aware that what is said is not always what is heard or understood.
This document provides information about information and messages. It defines information as processed data that conveys meaning from a sender to a receiver. The document distinguishes between data and information, and discusses the importance, types, sources, and uses of information. It also defines what a message is, provides examples of different types of messages (e.g. positive, negative), and explains how messages fit into the communication process through encoding and decoding. The document concludes by defining audience analysis and discussing how to analyze an audience.
The communication process involves encoding a message by the sender and decoding it by the receiver. There are many potential barriers to effective communication, including differences in language, as well as noise that can interfere with the message. The communication process involves selecting a channel to deliver the message through, which may be personal like face-to-face interaction or non-personal like mass media. Receivers decode the message based on their own experiences and frame of reference. Feedback is also an important part of the communication process.
The document outlines several key principles of public relations communication. It discusses the importance of understanding the audience's perspective, needs, and beliefs. It also emphasizes tailoring the message to increase relevance for the audience and using credible communicators. Finally, it stresses the need for honest, thoughtful communication to avoid overwhelming audiences with excessive messages.
Exploring the Communication Process 1.pptxRaoof Mir
The document discusses different models of communication including transmission, ritual, and Shannon Weaver models. It describes key aspects of each model such as how communication is viewed as transmitting messages or maintaining social relationships. The document also outlines potential barriers in communication like noise, competing messages, filters, and channel breakdowns. Finally, it discusses how audiences receive, decode, and interpret messages as well as cognitive biases that can occur.
Communication is the transfer of information from one entity to another. It involves a sender encoding a message and selecting a channel to transmit it to a receiver who decodes it. Effective communication requires considering the audience, using clear and simple encoding, choosing an appropriate channel, and paying attention to feedback to ensure understanding. Barriers can occur at any stage and should be addressed, such as avoiding jargon, ensuring context is provided, and being mindful of time demands on the receiver.
Communicating During the Six Stages of a Crisisasalters
The document discusses the six stages of crisis communication: 1) Warning, 2) Risk Assessment, 3) Response, 4) Management, 5) Resolution, and 6) Recovery. It provides guidance on what to communicate, who to communicate to, and how to communicate for each stage. The goal is to adapt communications as a crisis evolves and ensure people receive essential, easy to understand information throughout the crisis lifecycle.
Planning the risk communication effort.pptxJoanLetting
Planning Risk communication effort
Determine purpose and objectives
analyze the audience
determine the proper method
set a schedule
pull all these pieces together
This document provides an overview of communication strategies. It defines a communication strategy as a written plan for achieving communication objectives that identifies audiences, key messages, and activities. The document outlines the components of an effective communication strategy, including background research, mission/vision, objectives, audiences, messages, channels, timing, resources, risks, and evaluation. It emphasizes that a strategy ensures activities are coordinated, responsibilities are clear, and progress can be measured against objectives. Developing a communication strategy helps optimize the communication process.
This document discusses business communication and the communication process. It notes that people spend 70-85% of their work time communicating and communication is vital for organizations. The communication process involves a sender, receiver, message, channel, feedback, and environment. Effective communication requires understanding different communication styles and cultural differences. Barriers to communication like inferences, word confusion, perceptions and listening skills are also examined.
Conquering Tough Challenges for More Effective Emergency NotificationEverbridge, Inc.
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.
Thinking, language, and intelligence involve complex interactions between mental representations like images and concepts, as well as environmental and genetic factors. Three key points:
1. Thinking manipulates mental representations like images and concepts, which are used to solve problems, make decisions, and use language.
2. Both genes and environment influence intelligence, as seen in twin studies, but their relationship is complex. Intelligence involves multiple abilities and is about 50% heritable.
3. While IQ scores can differ between groups, there is more variation within each group than between groups. Environmental factors like discrimination can negatively impact test scores more than genetic differences.
1. Community level risk communication is essential to bridge differences in risk perception between experts and the public, and should form the foundation for communication on animal-human health issues.
2. When dealing with animal diseases, the risks to livelihood from preventive measures like culling can be greater than health risks from the disease itself, so communication needs to address it as a development issue.
3. A participatory development communication approach that empowers communities to identify problems and solutions is better than a top-down approach, though in practice goals are often set externally. The key principles are facilitating dialogue to incorporate local knowledge, and helping communities access resources to implement solutions.
The document summarizes a presentation on crisis communications given by Barry Radford. It discusses what constitutes a crisis and emergency information, how to create key messages to address a crisis, and preparing a message map. A message map is a visual tool that organizes 3 key messages for an audience with 3 supporting facts for each message based on research that people can typically remember 3 items. It also discusses delivering messages during a crisis when cognitive abilities are impaired and the importance of showing compassion, competence, and optimism. The presentation provides an example message map and concludes with an exercise to have participants prepare message maps for different audiences during a hypothetical water contamination threat.
Prepare for conditions that exacerbate stress during and immediately after incidents
Integrate best practices into emergency planning
Manage hyper-stress for emergency communication responders
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.
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Crisis Management and Effective Messaging - Federalasalters
This document outlines the six stages of crisis communication: warning, risk assessment, response, management, resolution, and recovery. It discusses what should be communicated at each stage, who it should be communicated to, and how to effectively convey messages while a crisis evolves and changes over time. The goal is to provide the right information to the appropriate audiences as a crisis develops and concludes to manage risk, respond to incidents, and aid recovery efforts.
Crisis Management and Effective Messaging - New Englandasalters
The document discusses the six stages of crisis communication: warning, risk assessment, response, management, resolution, and recovery. It provides details about what should be communicated, to whom, and how at each stage. The stages are interdependent and messaging needs to adapt as the crisis evolves. Effective crisis communication requires assessing audience needs and using clear, empathetic language to convey complex information.
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.
This document provides an overview of persuasive writing techniques from a course on certified sales and marketing skills by Dr. Brian Monger. It discusses key aspects of communication including the communication process, audience analysis, source credibility, appealing to self-interest, ensuring message clarity, timing messages appropriately, using symbols and slogans, semantics, suggesting actions, content and structure, and the power of repetition. The goal is to teach writers how to craft persuasive messages that will influence attitudes, opinions, and behaviors.
This document outlines guidelines for effective risk communication from the World Health Organization (WHO). It discusses building trust with communities, integrating risk communication into emergency response systems, and best practices. Key recommendations include: engaging communities in decision making; being transparent about uncertainties; coordinating messaging across stakeholders; conducting strategic communication planning; and using social media to engage the public and monitor concerns. The overall aim is for risk communication to provide accurate, easy to understand information early on to help the public make informed choices to stay safe during health emergencies.
The document discusses effective communication and the communication process. It defines effective communication as conveying messages clearly while also receiving information clearly with little distortion. The communication process consists of a sender, message, encoding, channel, decoding, receiver, feedback, and context. Problems can occur at each stage, risking misunderstanding. To communicate effectively, one must understand this process and be aware that what is said is not always what is heard or understood.
This document provides information about information and messages. It defines information as processed data that conveys meaning from a sender to a receiver. The document distinguishes between data and information, and discusses the importance, types, sources, and uses of information. It also defines what a message is, provides examples of different types of messages (e.g. positive, negative), and explains how messages fit into the communication process through encoding and decoding. The document concludes by defining audience analysis and discussing how to analyze an audience.
The communication process involves encoding a message by the sender and decoding it by the receiver. There are many potential barriers to effective communication, including differences in language, as well as noise that can interfere with the message. The communication process involves selecting a channel to deliver the message through, which may be personal like face-to-face interaction or non-personal like mass media. Receivers decode the message based on their own experiences and frame of reference. Feedback is also an important part of the communication process.
The document outlines several key principles of public relations communication. It discusses the importance of understanding the audience's perspective, needs, and beliefs. It also emphasizes tailoring the message to increase relevance for the audience and using credible communicators. Finally, it stresses the need for honest, thoughtful communication to avoid overwhelming audiences with excessive messages.
Exploring the Communication Process 1.pptxRaoof Mir
The document discusses different models of communication including transmission, ritual, and Shannon Weaver models. It describes key aspects of each model such as how communication is viewed as transmitting messages or maintaining social relationships. The document also outlines potential barriers in communication like noise, competing messages, filters, and channel breakdowns. Finally, it discusses how audiences receive, decode, and interpret messages as well as cognitive biases that can occur.
Communication is the transfer of information from one entity to another. It involves a sender encoding a message and selecting a channel to transmit it to a receiver who decodes it. Effective communication requires considering the audience, using clear and simple encoding, choosing an appropriate channel, and paying attention to feedback to ensure understanding. Barriers can occur at any stage and should be addressed, such as avoiding jargon, ensuring context is provided, and being mindful of time demands on the receiver.
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The document discusses the six stages of crisis communication: 1) Warning, 2) Risk Assessment, 3) Response, 4) Management, 5) Resolution, and 6) Recovery. It provides guidance on what to communicate, who to communicate to, and how to communicate for each stage. The goal is to adapt communications as a crisis evolves and ensure people receive essential, easy to understand information throughout the crisis lifecycle.
Planning the risk communication effort.pptxJoanLetting
Planning Risk communication effort
Determine purpose and objectives
analyze the audience
determine the proper method
set a schedule
pull all these pieces together
This document provides an overview of communication strategies. It defines a communication strategy as a written plan for achieving communication objectives that identifies audiences, key messages, and activities. The document outlines the components of an effective communication strategy, including background research, mission/vision, objectives, audiences, messages, channels, timing, resources, risks, and evaluation. It emphasizes that a strategy ensures activities are coordinated, responsibilities are clear, and progress can be measured against objectives. Developing a communication strategy helps optimize the communication process.
This document discusses business communication and the communication process. It notes that people spend 70-85% of their work time communicating and communication is vital for organizations. The communication process involves a sender, receiver, message, channel, feedback, and environment. Effective communication requires understanding different communication styles and cultural differences. Barriers to communication like inferences, word confusion, perceptions and listening skills are also examined.
Conquering Tough Challenges for More Effective Emergency NotificationEverbridge, Inc.
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.
Thinking, language, and intelligence involve complex interactions between mental representations like images and concepts, as well as environmental and genetic factors. Three key points:
1. Thinking manipulates mental representations like images and concepts, which are used to solve problems, make decisions, and use language.
2. Both genes and environment influence intelligence, as seen in twin studies, but their relationship is complex. Intelligence involves multiple abilities and is about 50% heritable.
3. While IQ scores can differ between groups, there is more variation within each group than between groups. Environmental factors like discrimination can negatively impact test scores more than genetic differences.
1. Community level risk communication is essential to bridge differences in risk perception between experts and the public, and should form the foundation for communication on animal-human health issues.
2. When dealing with animal diseases, the risks to livelihood from preventive measures like culling can be greater than health risks from the disease itself, so communication needs to address it as a development issue.
3. A participatory development communication approach that empowers communities to identify problems and solutions is better than a top-down approach, though in practice goals are often set externally. The key principles are facilitating dialogue to incorporate local knowledge, and helping communities access resources to implement solutions.
The document summarizes a presentation on crisis communications given by Barry Radford. It discusses what constitutes a crisis and emergency information, how to create key messages to address a crisis, and preparing a message map. A message map is a visual tool that organizes 3 key messages for an audience with 3 supporting facts for each message based on research that people can typically remember 3 items. It also discusses delivering messages during a crisis when cognitive abilities are impaired and the importance of showing compassion, competence, and optimism. The presentation provides an example message map and concludes with an exercise to have participants prepare message maps for different audiences during a hypothetical water contamination threat.
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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.
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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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.
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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.
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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.
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• 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?
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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.
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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.
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Warnings: What Works, What Doesn't and Why
1. Warnings: What Works, What Doesn’t
and Why
Dr. Robert Chandler, Ph.D.
Director, University of Florida
Marc Ladin
Chief Marketing Officer, Everbridge
2. About Everbridge
• Everbridge empowers better decisions with
interactive communications throughout the
incident lifecycle to protect your most important
assets
• The world’s recognized leader in incident
notification and management solutions
• Everbridge helps more than 30 million people
communicate in a crisis and connect on a daily
basis.
• The company’s notification platform is backed
by an elastic infrastructure model that delivers
near infinite scale, advanced mobile
connectivity, and real-time reporting and
analytics.
l ti
• More than 1,000 organizations in over 100
countries rely on Everbridge for their
emergency needs
2
3. Agenda
g Are you on Twitter? Follow
us at @everbridge and t
t@ b id d tweet
t
insights with your friends
during the webinar using the
hashtag #everbridge
Part 1 Presentation
P t 1: P t ti
• Best practices for message construction
• Communication planning tips and goals
• Message delivery strategies
Part 2: Q&A
3
4. Note:
Q&A Presentation slides are available on
our Slideshare account at:
http://www.slideshare.net/everbridge
Use the
Q&A
function to
submit your
b it
questions.
4
5. Bracing for the 2010
Warnings: What Works
Hurricane Season Works,
What Doesn’t and Why
Dr.
Dr Robert Chandler
University of Central Florida
6. Warnings Often Fail to “Work”
Work
• Scientific research on the efficacy of warnings of risk
began in the 1950s greatly expanded in the 1980s
1950s,
due to the increasing number of product liability cases
• In general, the empirical research findings bear
out the theoretical and conceptual studies carried
out by communication studies scholars as well
as sociologists anthropologists and designers
sociologists, anthropologists,
• They demonstrate that the effect of a warning message on a person's
behavior is unpredictable: although a warning can be noticed, read, and
acted upon, it is just as likely to be missed ignored or have an effect
upon missed, ignored,
opposite to the one intended
• Compliance is rarely found above 50% of participants, and in some cases it
is lower th 25%
i l than
7. No Automatic Compliance For Warnings
• Studies demonstrate over and over again that there is no “sure fire” warning
message that consistently ensures compliance
• Risk warning communication — whether on consumer products, labels,
signposts or documents —a re too often inadequate and ineffective,
because their design does not take into account the many psychological
and socio-psychological factors involved in producing an effective warning
message
These include (and there are others):
• the number of warnings a person is exposed to
• the past experience of the person
• the motivation and interest of the person
• the person's perception of the likelihood of the risk
• the person's attitude toward risk
• the perceived cost or effort involved in compliance
(including actually reading the warning notice itself)
8. Guidelines and Key Message Factors
• Risk communication messages are an important
aspect for any response. Such messages are
designed to communicate warnings, threats,
consequences, dangers,
consequences dangers and specific/general
behavioral guidelines/requests to key audiences
• These messages typically seek
comprehension, understanding,
and some level of behavioral
compliance from the individuals
targeted
9. Risk Warnings Often Fail to Warn
• Unfortunately, warnings often fail to change people's behavior. Either the
warning goes unnoticed or as increasingly happens the warning is seen but
unnoticed, or, happens,
ignored
• For many years, designers focused their
years
concern on sensory aspects of
warnings: color, shape, location,
pictures vs text size and so on
vs. text, on.
However, research suggests that
effective warning messages depend as
much on th contents of the viewer's
h the t t f th i '
head as on the contents of the
warning message
10. Analyze the Target Audience
• You can’t communicate effectively without understanding your intended
audience and are able to predict how they will understand and respond to
your messages:
• Languages
• V
Vocabulary
b l
• Interpretation (including reading between
the lines)
• C
Comprehension and d i i making
h i d decision ki
processes
• Valence and Salience
• There is no substitute for assessing and analyzing the people in the
intended target audience how they would interpret a message, before
releasing it t th world
l i to the ld
11. Never Withhold Key Warning Information
• One often hears "experts" predict mass panic in an emergency. Yet
studies since the London blitz during World War II through the 9-11
events have shown that people behave responsibly, even bravely, in
crises
• The duty for risk disclosure outweighs the fear of negative response
• Transparency and honesty builds your credibility and increases the
likelihood that your messages will be received and considered
12. Warning Effectiveness
The problem with warnings is that they often fail to actually warn those at risk
• Key for Effective Warnings
• Deliver the Warning
g
• Attention to the Warning
• Selection (elaboration) of the Warning
• Valence
• Salience
• Perception/Processing of the Warning
• Language
• V
Vocabulary
b l
• Decision-making orientations
• Behavioral Reponses (Action) to the Warning
13. Ensure That You Connect With Your Audience
• Achieving and sustaining
effective communication with your target
audiences depends (in part) on selecting
channels (modalities) of communication
that will reach them and allow them to
reach back to you
• There are options to enhance the
effectiveness and success of
communicating risk warning messages
including new emerging modalities
• Consider both your messages and
your target audiences in selecting the
most appropriate communication
notification systems
tifi ti t
14. Perception/Processing of the Warning
• Once the warning is
perceived, the respondent
must properly understand its
meaning
• Warning messages should be
clear and easily understood
understood,
but it is difficult to ensure
clarity for several reasons;
Sentences may be poorly
constructed or contain words
that are unfamiliar
15. Sometimes People Ignore Warnings
• Another reason that warnings are often
ineffective and misunderstood is that they
are designed by people who already know
about the hazard and are highly familiar with
the events, processes, and procedures
• These designers are too often unable to put
themselves in the place of a naive user who
approaches the product for the first time
• Warnings should b t t d on t i l
W i h ld be tested typical
audiences in advance of an actual crisis or
disaster
16. Behavioral Reponses to the Warning
• Even if the respondent understands
the warning they still may not comply
• One common reason is that people
perform a mental cost-benefit analysis
where perceived likelihood and
severity of the hazard are weighed
against cost of compliance
• Any factors which increase
cost or reduce perceived risk
(such as product familiarity) will hurt
compliance
• It is imperative to understand the decision
making orientation of your target audiences in
order to create messages with higher p p
g g propensity to
y
trigger appropriate behavioral responses
17. Overload and Familiarity
People who have experienced events
or warnings many times with no
negative consequences (and possibly
ti ( d ibl
know of other people who have had
similar experiences) will be less likely to
comply with warnings
l ith i
18. Psychological Dispositions
• People who see a warning must
decide whether or not to comply,
however, "warning targets"
(people for whom the warning is
intended) are not blanks slates but
rather start with a mental
framework that leads them to
process information in particular
ways
• Warnings must “fit’ the
g
preconceived assumptions and
expectations and frames of the
audiences
19. More Effective Warning Messages
• There is more to creating effective warnings than choosing the right
modality, format, color, size,
modality format color size location and font or even the right message
• It is imperative to understand what the target audience member is trying to
achieve and how the warning affects attainment of those goals
• Crisis communication planners must consider the decision calculations that the
respondent is likely to perform
• Crisis communication planners must consider the audience experience and
knowledge and how they interact with their social world
20. Tailor the Warning Message to Target the
Audience
A di
It makes little difference if you headed your warning with:
or
and put the wording of the warning in big bold print and placed it within a
black-bordered box
These graphic devices may seem to you to make your warning noticeable to
p p ,
people, but it does not appear to do so
pp
21. Perception is Reality
• A warning message is only
perceived as a warning- when it is
part of the “conversation” between
the message and its audience
• A warning must speak to the
reader,
reader taking into consideration:
• The context of the warning
• The placement of the warning
• The content of the warning
23. Incident Notification Solutions Address
Common C
C Communication Ch ll
i ti Challenges
• Reduce miscommunications • Communicate quickly, easily,
and control rumors with and efficiently with large
accurate, consistent messages numbers of people in minutes,
not hours, making sure that the
• Satisfy regulatory lines of communication are open
requirements with extensive and
complete reporting of • Receive feedback from your
communication attempts and messages by using polling
two-way acknowledgements f
t k l d t from capabilities
biliti
recipients
• Ensure two-way
• Deliver refined, prepared ,
refined communications to get
timed messages to each pre- feedback from message
designated audience group, by receivers
scenario
23
24. The Everbridge Advantage
Existing Competitor’s Infrastructure:
• Static algorithms based on capacity
limitations, not actual call volumes
li it ti t t l ll l
during a disaster
- Failure-prone from unexpected
volumes of message output
g
- No ability to burst to meet wide-scale
system usage
The Everbridge Advantage:
• Near-infinite scale achieved
- Multiple redundant VoiP & PSTN
p
providers
- Elastic capacity accommodates
highest volume of outbound calls in
the industry
25. Everbridge’s Elastic Infrastructure Model
What is it?
• Elastic infrastructure integrates
with multiple, redundant on-
demand communications
providers
• Provides near infinite scale,
capacity, performance and
processing resources
• Dynamically looking into
performance and proactively
enhance the performance of
notifications delivered
tifi ti d li d
• Provable, measurable performance
through Everbridge’s mass
recipient em lator
emulator
26. Key Evaluation Criteria for an Incident
Notification System
• Infrastructure scale and resilience
• Experience and expertise
• Ease of use
• Ability to reach all contact paths including
paths,
voice, email, native SMS (over SMPP and
SMTP), IM, and more
• Ease of integration
26
27. Note:
Q&A Presentation slides are available on our
Slideshare account at:
http://www.slideshare.net/everbridge
Use the
Q&A
function to
submit your
b it
questions.
27
28. Everbridge Resources
On-Demand Webinars:
Contact Information www.everbridge.com/webinars
White papers, case studies and more
www.everbridge.com/resources
Follow us:
Dr. Robert Chandler www.everbridge.com/blog
@everbridge
Robert.chandler@ucf.edu facebook.com/everbridgeinc
Marc Ladin
Marc.ladin@everbridge.com
Reminder
Everbridge Insights webinars
qualify for Continuing Education
Activity Points (CEAPs) for DRII
certifications. Visit www.drii.org
to register your credit.
Thank you for joining us today! Item Number (Schedule II): 26.3
Activity Group: A
1 Point for each webinar