BUSINESS COMMUNICATIONS DURING A CRISIS
How private sector businesses communicate
both internally and externally
Presenter: Bob Litchfield, MBCP
HP Continuity Services
Wednesday April 25, 2012
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Internal Crisis Communications
External Crisis Communications
Social Media Use During a Crisis
The Origination of the Alert
Where the Big Gaps Are
Questions?
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TOPICS
CRISIS COMMUNICATIONS
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INTERNAL CRISIS COMMUNICATIONS
– In managing any disaster event – clear, precise
and timely Communications is the single MOST
important factor
– Most private sector companies of any size have
some kind of Business Continuity Program
– Most BC programs consist of a strategy for emergency
notification to all employees
•
Printed or online call tree lists that are manually executed – slow but not
dependant on technology
•
Automated notification systems – very fast but depends on technology being
available and cost more
– Emergency notification strategies tested as part of normal
BC/DR testing program
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INTERNAL CRISIS COMMUNICATIONS
Some of the currently available Automated Notification Systems:
– MissionMode
– Everbridge
– RapidReach
– Amerilert
– xMatters
– SchoolMessenger
– Send Word Now
– E2campus
– RapidReach
– Athoc
– VoiceShot
– Omnilert
– Varolii
– HostedVoice
– NotiFind
– Callfire
– One Call Now
– Most Major Phone
Service Carriers
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EXTERNAL CRISIS COMMUNICATIONS
– Most BC programs consist of a strategy for
emergency notification to external entities
•
HR’s BC program should include contacting employee’s
families
•
Sales team’s BC program should include contacting
clients
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Vendor Management’s (or whoever) BC plan should
include contacting vendors & suppliers
•
Facilities Management’s BC program should include
contacting service providers
•
Public Relations should have extensive Crisis
Communications as part of their BC plan including prewritten or canned statements, and who is allowed to talk
to the press
– Emergency notification strategies tested as
part of normal BC/DR testing program
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SOCIAL MEDIA USE DURING A CRISIS
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© Copyright 2010 Hewlett-Packard Development Company, L.P.
SOCIAL MEDIA USE DURING A CRISIS
Facebook
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© Copyright 2010 Hewlett-Packard Development Company, L.P.
SOCIAL MEDIA USE DURING A CRISIS
Facebook
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© Copyright 2010 Hewlett-Packard Development Company, L.P.
SOCIAL MEDIA USE DURING A CRISIS
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© Copyright 2010 Hewlett-Packard Development Company, L.P.
SOCIAL MEDIA USE DURING A CRISIS
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© Copyright 2010 Hewlett-Packard Development Company, L.P.
SOCIAL MEDIA USE DURING A CRISIS
Facebook & Twitter
– Currently there are over 500 Emergency
Management Agencies using Facebook
– Facebook pages can be used as tools to get
a widespread message out to anyone who follows
– Additionally Facebook allows for feedback and
communication with the public
– Food and Drug Administration (FDA) recalled salmonella tainted
pistachio products – 3000 people found out through the
agency’s Twitter feed
– Red River cresting at record flood levels in ND and MN – 2600
people were getting updates delivered on the FEMA Twitter feed
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THE ORIGINATION OF THE ALERT
In private businesses, the original alert notification usually
comes from one or more of the following sources:
– Employee on-site
– Facilities Management staff
– Network Operations Center (NOC) or Command Center
– Senior Management
– IT Technical Staff
In most cases it originates internally. But it could come
from:
– Police or Fire Department
– Utility Company
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WHERE THE BIG GAPS ARE…
So how do you find out about the disaster event that is
happening just around the block from your company?
– You cannot see it from your business
– You cannot hear anything
– You don’t know anything
What if it quickly turns into an event that could affect
your…
– Business
– Employees
– Clients
– Building
– Even be life threatening
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WHERE THE BIG GAPS ARE…
Most companies have strategies and tools to
communicate internally and to their external
dependencies. But the big gap is finding out from
external sources what is going on in the community.
BC planners should reach out to external sources, but
what is available?
– Weather Service Alerts via email?
– Traffic Alerts via radio?
– Emergency Email Alerts from local City or
County EMS
– Social Media (Facebook, Twitter, etc…)?
– Police Scanner?
– Police or Fire Department at your front door?
Are companies setup to monitor these different
sources?
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Questions?
Questions?
BUSINESS
COMMUNICATIONS
DURING A CRISIS
Questions?
Questions?
Questions?
Questions?
Questions?
Questions?
Questions?
Questions?
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