Challenges of Diversity in Dealing with Emergency Response - PowerPoint PPT Presentation

1 / 28
About This Presentation

Challenges of Diversity in Dealing with Emergency Response


Leader in mass notification systems since 2002. Fast-growing global company with 800 customers in over 70 countries ... Buildings damaged directly bordering campus ... – PowerPoint PPT presentation

Number of Views:60
Avg rating:3.0/5.0
Slides: 29
Provided by: robertcc


Transcript and Presenter's Notes

Title: Challenges of Diversity in Dealing with Emergency Response

Improving your GoToMeeting Experience
Makes the presentation panel full screen
Minimizes the panel overlapping the screen.
Please unmute yourself by dialing 6
Emergency Notification Best Practices Lessons
Learned from Recent Disasters
Richard L. Knapp3n Global, Inc.
About 3n
  • Leader in mass notification systems since 2002
  • Fast-growing global company with 800 customers
    in over 70 countries
  • Serves corporate, healthcare, higher education,
    government markets
  • True ACT-SaaSSM (Software-as-a-Service) solution
    with an active-active architecture no hardware
    or software required
  • 100 focused on mass notification
Todays Agenda
  • Part 1 (35 minutes)
  • Best Practices for Emergency Communication
  • Lessons Learned from Recent Events
  • Virginia Tech
  • Southern California Wildfires Malibu Canyon
  • Pandemic Flu Threats
  • Role of Multi-Channel Notification in Emergency
  • Part 2 QA (10 minutes)

Constant Reminders of Why We Prepare
Emergency Communication Plan Essentials
  • WHERE will you be when a crisis hits?
  • WHO will you need to communicate with during and
    after the event?
  • WHAT will you communicate?
  • WHEN (and how often) will you communicate with
  • HOW will you communicate with them?
  • Will infrastructure be there?

  • Best Practices Understanding Levels of

Level 1. Location-specific emergency handled
locally Level 2. Emergency affecting part of the
location and requiring outside assistance and
coordination Level 3. Widespread emergency
affecting the location and surrounding community
Level 1
Level 2
Level 3
Best Practices Decision-Making
  • Decisions
  • Is the incident an isolated situation?
  • Should local assistance be called in?
  • Who should be notified?
  • Can people in transit be reached?
  • Which forms of communication are sufficient?
    Which are optimal?
  • Best Practices
  • Decide how constituents can best be reached
  • Bias towards action
  • Be transparent
  • Anticipate communication needs manage your
  • Communicate in the clearest way for the recipient
  • Use a multi-channel communication strategy
  • Confirm receipt by constituents
  • Stay in contact

Best Practices Communication Planning
  • Communication Planning
  • Does our communication plan address what to say
    and how and when to say it?
  • Who do we communicate with in what circumstances?
  • Does our plan include provisions for how to
    communicate to audiences spread across geographic
  • Does our plan alert emergency responders?
  • What are the triggering points?
  • Best Practices
  • Map messages for various emergency scenarios
  • Pre-position messages
  • Plan for a multi-channel communication approach,
    including broadcast capabilities to all phones,
    email addresses, text devices, instant messaging
    tools, and more

Best Practices Communication Planning
  • Crises evolve
  • Communication plans must incorporate flexibility
  • Need to change messages on the fly as situation
  • Must deliver clear messages quickly to keep pace
    with the
    time-sensitive nature of a crisis
  • Must maintain command and control of response
    personnel and the
    ability to call up additional resources quickly
  • Communication plans must give recipient the
    ability to confirm receipt of a message
  • Constituents must be reached, be able to
    comprehend the message,
    and be empowered to respond appropriately

Best Practices Information Processing
  • Best Practices
  • Assume high stress levels for individuals and
    teams comprehension levels erode
  • Keep messages simple and specific (3-3-30 rule)
  • Word choice is critically important
  • Speak in personal terms
  • Be honest
  • Do not underload or overload messages with
  • Plan for aggressive demands for information
  • Expect critical analysis from the media and
  • Messaging
  • What do we communicate? How do we say it?
  • Are instructions clear and action-inspiring?
  • Are instructions written from the perspective of
    the audience?

Lessons Learned Virginia Tech
Campus Emergencies Colleges and Universities
  • Campus life cycles and commuter/resident aspect
    create specific communication challenges

Ability to blend in
Campus life cycles
Open nature
Dedicated first-responders
Lessons Learned and Best Practices Virginia Tech
  • Best Practices
  • Orient towards action
  • Anticipate communication needs
  • Use a multi-channel communication strategy
  • Contact people on multiple devices (voice and
    text), including those popular with students,
    such as text messaging
  • Make sure communication mechanisms are fast,
    efficient, and easy to use in a crisis
  • VT Decisions
  • Assumption Incident was an isolated domestic
    situation, and the gunman was no longer on
  • There was no need to immediately notify everyone
    on campus as people were in transit and couldnt
    be reached.
  • Students only notified via email
  • Emergency messaging of faculty went to office
  • Web server crashed in trying to send emails to
    36,000 students and staff
  • Significant delays between first shooting and

Lessons Learned 2007 California Wildfires
The 2007 Wildfires
  • Overview
  • 1,500 homes destroyed
  • 500,000 acres burned
  • 9 deaths
  • 85 injuries including 61 firefighters
  • Human Displacement
  • 900,000 evacuees
  • Temporary shelters created throughout Southern
  • Over 10,000 evacuees at Qualcomm Stadium alone
  • Largest evacuation since the Civil War

Malibu Canyon Fire
  • October 2007 - Pepperdine Threatened
  • Fire engulfed surrounding hills including faculty
  • Flames and smoke caused closure of all major
    roadways leading to campus
  • Buildings damaged directly bordering campus
  • Flames came within 100 feet of some Pepperdine

Pepperdines Response Timeline
  • Sunday October 21, 2007
  • 618AM First fire alert message sent to
    Pepperdines EOC to assemble team
  • 721AM First community fire alert and relocation
    instructions message sent to the
    Malibu campus community
  • 748AM Second alert to relocate to campus shelter
    sent to the Malibu campus community
  • 1038AM Briefing meeting notice sent to
    Pepperdines EOC
  • 1151AM Status update message re-confirming
    shelter instructions and cancelling campus
    events sent to the Malibu campus community
  • 242 PM Message sent to the Pepperdine community
    advising them to return to dorms and
    cancelling classes

Lessons Learned Southern California 2007
  • Communication is key. There is no way to predict
    what will happen in every crisis situation, so
    proactive and continuous communication is
  • Communicate across all devices
  • Communicate with all of your audiences Your EOC
    Team, Your Constituents, Fire, Police, other

Lessons Learned Preparing for Pandemic
Lessons Learned Preparing for Pandemic
  • Key personnel may be unavailable
  • 40 of workforce may be out during a pandemic.
  • Who makes decisions if the CEO or key executives
    are absent?
  • Organizations need to communicate with different
  • Workforces differ in geographic locations and
    economic resources and speak different
  • Stress negatively affects comprehension
  • During a crisis, average reading levels drop four
    grade levels.
  • Negative dominance - In times of stress it takes
    4 positive statements to balance 1 negative
  • Determining what to say and how to say it during
    a crisis produces mixed or erroneous messages.
  • Messages may be too long, too short, or not
    address relevant issues.
  • The wrong message can contribute to panic and
  • Business reputations may suffer
  • Poorly articulated or worded answers can affect
    an organization's survival post-pandemic.
  • The perception that an organization behaved
    competently during a pandemic is key to

When Minutes Matter Lessons Learned featuring
former FEMA director, Michael Brownwww.3nonline.c
  • Recorded Webinars
  • Books have been written, and hearings held -
    everyone has an opinion on the Hurricane Katrina
    crisis. Hear Michael Brown speak firsthand in
    this webinar about the meetings behind closed
    doors, emergency preparedness, making things work
    in a disaster, and technology's impact on
    business continuity.View recording.

Mass Notification Solves Common Challenges
  • Deliver localized message to each audience group
    by language, speaker, etc.
  • Notify employees, colleagues, and others in
    minutes, not hoursno matter where they are
  • Reach your audience on any device, including
    popular newer technologies such as text
    messaging, instant messaging, and cell phones
  • Convene immediate briefings with emergency
    response teams
  • Reduce miscommunications with accurate,
    consistent messages
  • Improve communication effectiveness by
    eliminating any single point of failure
  • Make sure everyone receives the message with
    persistent message delivery and two-way

Emergency Notification System Criteria
  • Ease of use for non-technical users in crisis
  • Ability to reach all contact paths, including
    voice, email, native SMS (over SMPP and SMTP),
    IM, and more
  • Most robust and reliable infrastructure and
    delivery model (ACT-SaaS) to ensure constant
    availability, universal access, and quick and
    guaranteed message delivery
  • Ease of integration with existing systems
  • Quick time to deploy
  • Experience serving your market
  • Reference See the Disaster Resource Guides
    2007-2008 article, Guide for Selecting an
    Emergency Communications System

Emergency Notification System Criteria
SaaS delivery model is the most affordable,
reliable, and robust available.
  • Noticeably faster performance
  • Lowest total cost of ownership
  • Significantly more scalable (Pooling resources)
  • Dramatically shorter implementation times

Emergency Notification System Criteria
A secure, reliable global infrastructure is
  • Geo-dispersed, top-tier carrier-class facilities
    and network
  • 24 x 7 x 365 availability
  • No single points of failure
  • Active-active configuration (no failover delays)
  • End-to-end Oracle infrastructure

  • Live 3n System Demo
  • July 22, 2008
  • Attend a live demonstration of the 3n mass
    notification system for a full walk-through of
    the 3n systems features and functionality.
    Includes live QA.Register now.

Or contact me directly.
  • Contact Information
  • Richard L. Knapp
  • (818) 230-9700
  • (310) 546-1531
  • Also reference
Write a Comment
User Comments (0)