Confidential Copyright 2006, EnvoyWorldWide All Rights Reserved Notifications on time. Every time. Guaranteed. Emergency Communications Michael McDonnell

Confidential • Copyright 2006, EnvoyWorldWide • All Rights Reserved

Notifications on time. Every time. Guaranteed.

Emergency Communications

Michael McDonnell | Account Executive

PAR3 Communications | EnvoyWorldWide

Email: [email protected]

Scott Finkelstein | Account Executive

PAR3 Communications | EnvoyWorldWide

Email: [email protected]

Delivered By:


The Role of Communications in a Crisis

• People First – Safety & Accountability

• Assets Second - Protect

• Keep All Constituents Updated

• Set the Tone and Pace for Resolution

• Offer Prescriptive Next Steps to People

• Control the Distribution of Information


Three Phases of Communications

1

2

3

Pre-Crisis

Warn

Protect

Prevent

Mid-Crisis

Manage

Update

Repair

Post-Crisis

Recover

Assure

Improve


Global Disasters & Crisis Incidents


Real Life Events


Real-world examples

Frequent Infrequent

Power Outage

Computer virus

Facilitiesdisruption

Transportationdisruption

Hurricane

Productsabotage

Terrorism

Loss of keysupplier


Real-world examples

Frequent Infrequent

Power Outage

Computer virus



Hurricane

Productsabotage

Terrorism

Loss of keysupplier

Power Outage

• Northeast blackout of 2003

• Critical needs customers


Real-World Examples

Power Outage

Computer virus



Hurricane

Productsabotage

Terrorism

Loss of keysupplier

Computer Virus

• Computer virus, Symantec

• Warn customers of pending attack of new computer virus

• Those customers must re-notify their constituents of pending attack and corrective action to be taken

Frequent Infrequent


Real-World Examples

Power Outage

Computer virus



Hurricane

Productsabotage

Terrorism

Loss of keysupplier

Facilities Disruption

• Fresh food mfg - Fresh Direct

• Cascading events caused by power outage - causes facility failure (3200 customers affected)

• Rapid communication enable customers respond effectively

Frequent Infrequent


Real-World Examples

Power Outage

Computer virus



Hurricane

Productsabotage

Terrorism

Loss of keysupplier

Transportation Disruption

• American Cargo

• Notify customers of delivery status throughout stages of transport of goods so they can plan accordingly if there is a disruption

Frequent Infrequent


Real-world examples

Power Outage

Computer virus



Hurricane

Productsabotage

Terrorism

Loss of keysupplier

Hurricane

• Multiple hurricanes Gulf Coast, Countrywide

• Employee benefits – extended drug benefits

• Evacuation plans – families

• Employee status – support for individuals & families

Frequent Infrequent


Real-world examples

Power Outage

Computer virus



Hurricane

Productsabotage

Terrorism

Loss of keysupplier

Product Sabotage

• Tylenol poisoning, Johnson & Johnson

• Notify media, distribution channel/chain and retail stores

• Inform on what to do, corrective action, and when they would be re-supplied

Frequent Infrequent


Real-World Examples

Power Outage

Computer virus



Hurricane

Productsabotage

Terrorism

Loss of keysupplier

Terrorism

• London Bombing, multiple major financial institutions

• Internal notifications to local constituents & executives

• External notifications to customers

Frequent Infrequent


Real-world examples

Power Outage

Computer virus



Hurricane

Productsabotage

Terrorism

Loss of keysupplier

Loss of Key Supplier

• Customers: Nokia – Erricson

• Fire –Phillips NV facility (Albuquerque, NM)

• Nokia responds effectively communicating up the organization and to its supply chain network – Erricson does not results in long-term effect on business

Frequent Infrequent

*The Resilient Enterprise, Overcoming Vulnerability for Competitive Advantage, Yossi Sheffi, ©2005, MIT Press


Top 5: Pittsburgh Related Emergencies

• Ben Roethlisberger is on a motorcycle near Heinz Field

• Pirates actually have a winning season

• US Airways reduces airfares to/from Pittsburgh

• Heinz ketchup spill

• Terrible Towel shortage


Technology Infrastructure


Notifications On Time, Every Time, Guaranteed!

Qwest

XO

AT&T

PAETEC

ISP 1ISP 2

ISP 3ISP 4

MA IL

ACTIVE (HOT) ACTIVE (HOT)ALWAYS


Enterprise Management (IT) Notification

Confidential EnvoyWorldWide 2006


Predict, Train, Test, Analyze, and Decisions


• Set up and predictable incidents of all three phases

– Identify situations that warrant notification

– Enabling the ability to handle unpredictable incidents “more” easily in real time

• Set policy on unexpected events

– How are notification decisions made?

• Ensure your team is familiar with the procedures

– Build key teams in advance

• First responders, Key executives, Department heads, Key customers and partners

– Set clear expectations and responsibilities for those types of alerts




• Train Administrators

– Most tests fail because of poor training

– Sending accurate messages

– Understanding system behavior

– Understanding reports

• Train recipients

– First responders should be aware of their role in the plan

– Employees should be told frequently that the system exists



• Test the communication plan

• Test expected AND unexpected scenarios

• Test all activation methods

• Familiarize recipients with the drill

• Don’t over drill (immunity)

• Solicit feedback from recipients

– Feedback and results should drive the plans!



• What are you testing?

– System performance

– User acceptance

– Response times and behaviors

• How will you evaluate success?

– Ensure your reports are telling you what you need to know.



• Many decisions in the plan are driven by Executives in management

– Information must be made available

– Decisions should be easily communicated

– Audit trails are important



• Have a standard location to attain information

• Set up a conference bridge for executives to collaborate

• Identify what information needs to be conveyed within the company

– beyond the first response and executive team

• Identify what information is communicated outside of the company

• Use your notification system to track decisions


Message Content and Delivery



• Ensure all employees know correct protocol for information sharing during a crisis

• Be proactive, timely and accurate when sharing information.

• Key Points:– Have a known, available source of information– Set the headline– Tell the truth– The press is not paid to tell your story



• Carefully select the content

• Will more information be available soon?

• Don't dilute important information by over-communicating

• Use multiple channels to prioritize messages

– Critical messages to phone

– Follow-up/status messages via email or bulletin boards

• Voice Options

1. Professionally pre-recorded

2. Recorded voice - familiar voice

3. Text-to-Speech (TTS)



• Speech patterns and tone differentiation

• Change your message based on delivery device

• Offer option for message to be repeated

• Offer mechanism for responses to messages

• Set escalation rules effectively

• Give clear indication if action is required


Covering Your Bases &

Choosing Technology


Covering Your Bases

• Utilize a well documented plan

• Use technology to support processes

• Test your plan & modify accordingly

• Test your plan again

• Establish accurate reports and attain feedback

• Implement corrective actions to strengthen your plan


Choosing Technology

• Do you need automation?– Call Trees– Timely recovery has financial impact– Audit Trails– Regulatory Compliance

• Blend outbound and inbound communications

• Demand to see metrics– Peak volume statistics– Availability– Disaster recovery plan– Fault tolerance

• Prove it for yourself, organize a test.


VENDOR CLIENT / COMPANY

Technology Features / Functionality

Experience Process Maturity

Guarantee People

Choosing Technology


Summary

The power of automation can dramatically change the way you plan for, respond to, and recover from incidents.

• Build a modern communications plan

• Involve the executive team

• Test frequently, test effectively

• Carefully choose message content

• Select the right technology

Documents

Confidential Copyright 2006, EnvoyWorldWide All Rights Reserved Notifications on time. Every time. Guaranteed. Emergency Communications Michael McDonnell