crisis alerts - customer success series
TRANSCRIPT
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/[email protected]
Kim CooperHead of Customer Supportwww.linkedin.com/in/kim-cooper-5909b832
Philip NunnOperations & Channel Developmenthttps://nz.linkedin.com/in/[email protected]
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.