Communicating Before, During and After an Emergency:Do you have what you need?

Live webinar | 22 June 2017

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10 million UK citizens

150 UK public sector organisations

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150 million citizens

3,000 public sector organisationsworldwide

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GOVDELIVERYCOMMUNICATIONS CLOUD

• Increase engagement in services and programmes

• Inform, educate, inspire• Drive action and behavioural

change• Dramatically increase your

audience• Collaborate with others in the

GovDelivery Network

DIGITALSERVICES SUITE

MEETING AND AGENDA SUITE

• Make interacting with government easy with better digital services

• Increase citizen involvement in boards, committees, volunteering and other programmes

• Create high impact learning experiences and increase knowledge retention

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Granicus foundational solutions

• Reduce workloads and increase efficiency of democratic and committee services

• Streamline and automate workflows

• Manage agendas in one place

• Improve cross-departmental efficiency and collaboration

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Sandra Michael

Head of Communications

Kent Fire and Rescue Service

Abdul Aziz

Marketing Officer

Kent Fire and Rescue Service

Glen Ocsko

Account Executive

Granicus

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Speakers

Christine Townsend

Founder and CEO

MusterPoint

Communications Officer

Exeter City Council

Steve Stewart

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Speakers

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Abdul Aziz

Marketing Officer

Kent Fire and Rescue Service

Sandra Michael

Head of Communications

Kent Fire and Rescue Service

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What do we use the GovDelivery Communications Cloud (by Granicus) for?

• Campaigns• Media services• Public information

Clean Sweep Alert• Automated emails x2 a year.

• 526 businesses and 500 individuals on our mailing list.

• Providing advice and safety tips.

Alerts and incidents• All major incidents, alerts, and

news stories sent via email.

• 9,000 recipients on our mailing list, including media and public – broken into geographical groups.

Resulted in:

• Reduced media enquiry to press office.

• Increased web traffic.

Recruitment• More than 6,500 people on our

mailing list.

• Campaign related as well as general recruitment.

Outcome:

• Fully booked station recruitment events.

Newsletters• More than 6,000 recipients on

our mailing list.

• Monthly newsletters sent out, informing people on case studies, events and legislation.

Outcome:

• Evaluations currently indicate email bulletin to be the number one reason for bookings.

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Steve Stewart

Communications Officer

Exeter City Council

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Communicating effectively

during crises to keep people

informed and safe

Steve StewartCommunications Officer

Exeter is the regional capital of the South West

Recently named one of the 20 best places in the country to live (10th)

Exeter experienced 4 major fires within 8 months.

27th July 2016Richer Sounds

21st Feb 2017Riverside Leisure Centre

28th Oct 2016Cathedral Green

1st Mar 2017Devon Contract Waste

Warning, informing and updating the public18,325 GovDelivery Email’s sent with 21,085 Email opens

Warning, informing and updating the public

Maintaining business as usual, emphasising that the city is open for business, minimising the impact on the economy

200 individuals from affected businesses joined our closed Facebook Group

Supporting affected business and employees and helping them to return to normal

Feeding the public interest in the loss of a historic building of architectural importance

Working with stakeholders, including internally, to ensure constant and consistent information

We posted 10 videos between 28th Oct and 2nd Nov• People reached: 1,058,841• Live reactions: 25,655• Live comments: 11,414• Live shares: 6404• Live video views: 550,151• Total mins viewed: 381,749 (6362 Hours or 265 Days)

6th June 2017Winners of the CIPR Issues, Crisis or Reputational Management award - This award recognises effective communication in an issues, crisis or reputational management context.

Any questions?

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Christine Townsend

Founder and CEO

MusterPoint

#Granicus17

The key stages of emergencies

WWW.MUSTERPOINT.IO @MUSTER_POINT

Use time to prepare

Start your measurement benchmarks

Ensure policies and standard working procedures are in place

Get your resources together

Assess training needs

Get the right tools - and know how to use them!

Understand what your role is

Understand what is expected of you

Make it clear to stakeholders

Phases of a crisis: business as usual

WWW.MUSTERPOINT.IO @MUSTER_POINT

Start your online searches (news and social media)

Broad monitoring to pick up any unexpected events

Assess potential resource issues

Engage people early - it’s always easier to stand people down

Be sure - is it really a crisis or just a bit of a challenge?

Check for any existing policy and ensure up to date - if not, update it

Phases of a crisis: indications

WWW.MUSTERPOINT.IO @MUSTER_POINT

Start a decision log

Ensure all actions are recorded

Continue to engage internally with key stakeholders

Ensure all team members are informed of any potential legal issues

Review resources - if necessary, send people home to ensure continuity later

Make contact with relevant agencies, partners and stakeholders

Request support from other departments / teams if necessary

Phases of a crisis: declared

WWW.MUSTERPOINT.IO @MUSTER_POINT

Engage your ‘single point of contact’ resource for external audiences

Ensure internal communication consistent with external

Be the source of reliable and trusted information

Rebut, correct and be consistent

Review lines to take and adjust where necessary

Watch for any welfare issues and deal accordingly

Ensure other issues are still dealt with in context

Phases of a crisis: during

WWW.MUSTERPOINT.IO @MUSTER_POINT

Announce end of incident

Check welfare of team

Summarise engagement and coverage

Assess - what worked, what didn’t?

Record all learning points

Create action plan based on learning pointsGo back to

business as usual

WWW.MUSTERPOINT.IO @MUSTER_POINT

Phases of a crisis: post

Christine TownsendCEO and Founder

christine.townsend@musterpoint.io

UK: +44 203 808 8248US: +1 210 361 0237

Thank you

WWW.MUSTERPOINT.IO @MUSTER_POINT

Submit your questions via the Q&A box.

We’l l respond to you by emai l i f we run out of t ime to answer.

36#Granicus17

GOVDELIVERYCOMMUNICATIONS CLOUD

• Increase engagement in services and programmes

• Inform, educate, inspire• Drive action and behavioural

change• Dramatically increase your

audience• Collaborate with others in the

GovDelivery Network

DIGITALSERVICES SUITE

MEETING AND AGENDA SUITE

• Make interacting with government easy with better digital services

• Increase citizen involvement in boards, committees, volunteering and other programmes

• Create high impact learning experiences and increase knowledge retention

37

Granicus foundational solutions

• Reduce workloads and increase efficiency of democratic and committee services

• Streamline and automate workflows

• Manage agendas in one place

• Improve cross-departmental efficiency and collaboration

#Granicus17

What’s next?Granicus Digital Strategy Awards

Submit your nominations before

28 July 2017.

uk.granicus.com/awards

Granicus Annual Public Sector Communications Conference

26 September | RIBA Venues | London #UKComm17 | Free

Book your place asap.

direct.granicus.com/ukcomm17

Thank you for listening.

Check out the resources on the console for more guides and case studies.

Fo l low us @GranicusUK

Vis i t uk.gran icus .com fo r more resources .

Emai l in fo@gran icus .com fo r more in fo .

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