Crisis Alerts - Customer Success Series

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

SnapCommsOver 1.1 million users

Over 400+ customers in 45+ countries

Used by Fortune 50 companies

Enterprise platform, global usage

Premium service and support

Please meet our teamPaula CassinCustomer Success, Best Practicelinkedin.com/in/paulacassinPaula.cassin@snapcomms.com

Kim CooperHead of Customer Supportwww.linkedin.com/in/kim-cooper-5909b832

Kim.cooper@snapcomms.com

Philip NunnOperations & Channel Developmenthttps://nz.linkedin.com/in/philipnunnPhilip.nunn@snapcomms.com

Our goals for this sessionWorking session – your participation requested

Greater understanding of what’s possible with SnapComms

Confidence to prepare, test and use SnapComms

Provide practical takeaways you can use NOW

Agenda…DEFINE

SET UP ALERT

SET UP QUICK

PUBLISH

TEST, TEST, TEST

ADJUST

REVISIT

Define CrisisWhat are we talking about, really…

DEFINE

Crises are any ‘critical incident’ that threatens the value and reputation of a company –

and increasingly its survival.

“…a company can expect a value-destroying incident at least once every five years.”

It’s no longer a case of “if it happens” but “when it happens”.https://www2.deloitte.com/au/en/pages/risk/articles/a-crisis-of-confidence.html

What’s a crisis?

Companies are under-preparedA major study from Deloitte looked at the beliefs of board members when it comes to crisis preparedness:

76% of board members believe their companies would respond effectively if a crisis struck tomorrow, but only 49% have taken steps to be truly crisis-ready.

Only 50% have evaluated key crisis scenarios or done a basic SWOT evaluation.

Only 43% have evaluated worst-case scenarios.http://www2.deloitte.com/global/en/pages/risk/articles/a-crisis-of-confidence.html

Define Your Crisis Scenarios• What exists already? • Crisis, contingency plans• Disaster recovery plans

• Which scenarios are most important for you right now?

Engage your colleagues and build on existing plans

Four crisis categories• Danger/Hazard • Weather/Situational• Major Announcement (good or bad)• Outage

PICK ONE TO DO NOWPost in the chat window if you are happy

to share

AlertsSettings for Crises

• Visual• Fast• Targeted• Impactful• Measureable

SnapComms Alerts for Crises

Questions for you -• Do you use SnapComms now for crisis

messaging? • If not, what do you use for critical

messages?

• Prepare SnapComms Alerts now to ensure:• Speedy delivery• Coherent communication• Accessibility

(Be a hero when the time comes)

Crisis incident:

Alert settings for crisesA comprehensive Alert user guide is here for youWho - target audience

What – your message/instructions

How – delivery, display options

Admin – Best Practice

SnapComms Alerts

Content Manager

Who is your target audience?• Target the right people for

the incident.• Leverage Target Users

Options• Whole Organization• Divisions, depts, teams• Application user groups

(i.e. SAP users)• Location - machine groups

• Try to avoid Manual Groups

Targeting options –detailed user guide is here

• Keep it simple• What should they

do? • Reassure• Show empathy• Point to resources

What – your message content

Make them easy to absorb• Avoid scrolling text! • Give visual cues• Color code your

templatesRed = severeYellow = criticalGreen = all clearCorporate = important

What – your message visuals

How - Display settings – Advanced TabMatch the level of interruption and size of display to

the importance of your crisis alert.

• Make templates EASY TO FIND• Folders, Bookmarks, Details field

• Set up Admin Access• Back up Admins• Bookmark a good landing page!

• Choose your publish method• Resend – overwrite existing message, publish• Copy/Send – easier management, BUT more steps• Create from scratch – takes time• Quick Publish (new)

Administrator tips…be fully ready

Using Quick PublishFast Communication at Short Notice Publish content to targeted users in as little as 3 clicks

Q.P.

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

Pre-set the display, message framework, target dates, target users, level of cut through.

REDUCE TO 3 STEPS:Click your Quick Publish templateUpdate the MessageSEND

Save time, reduce errors, ensure consistency

What is Quick Publish?Click for detailedQuick Publish

user guide

DEMOQuick Publish feature

DEMO

1. Turn an Existing Alert into a Template2. Control who can use the Template3. Control what they can do with the

Template= QUICK

Quick PublishClick for detailedQuick Publish

user guide

Quick Publish Administrators

TIP: Have SEVERAL Admins able to

Quick Publish, not just one!

To Authorize, go to:Management

>Administrators>General Tab

• Bookmark Quick Publish• This makes it the first page you’ll see at login

• If possible, set up Admin access from your mobile phone• If you’re away from the office or your desk• Bookmark your SnapComms Content Manager in your

browser• Ensure you know your password

Administrator Tips:

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

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

Test

Adjust

Revisit

• To yourself• Visual display

• To a group• Feedback on content

• To your audience• Emergency Drill• Well publicized, expected• Ask for feedback

Test, test, test

• What was confusing? • What was missing• Were there unintended consequences?

Update your plan, message, and/or Alert templates accordingly..

Adjust

• Schedule your next review and future tests• Update logos? • Update lists/locations/target audience?• Update links?

• Add anticipated scenarios as you go• Schedule Admin training esp. for back up people who

don’t use frequently.

Keep it alive, keep it relevant...

Revisit

Checklisto Define your crisis scenario

o Define situations and messageso Prioritize in order of importance

o Prepare SnapComms Alertso Message content, parameterso Set up Quick Publisho Delivery insurance – back up Admins, mobileo Test, test, testo Adjust

o Repeat for the next message type

Agenda…DEFINE

SET UP ALERT

SET UP QUICK

PUBLISH

TEST, TEST, TEST

ADJUST

REVISIT

Questions?

“Do not wait; the time will never be ‘just right.’ Start with whatever tools you may

have at your command…”Napoleon Hill

Thank You

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