Are you ready for the unexpected?Successful use of SnapComms Alerts in crisis situations
Preparing to communicate in a crisisDEFINE
SET UP ALERT
SET UP CHANNELS
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
AlertsSettings for Crises
• Visual• Fast• Targeted• Impactful• Measureable
SnapComms Alerts for Crises
• Prepare SnapComms Alerts now to ensure:• Speedy delivery• Coherent communication• Accessibility
(Be a hero when the time comes)
Crisis incident:
Alert settings for crisesWho - target audience
What – your message/instructions
How – delivery, display options
Admin – Best Practice
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
• 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
• 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
Administrator tips…be fully ready
• Bookmark login to tool for quick access• 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• Ensure you know your password
Administrator Tips:
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 Crisis Alertso Message content, parameterso Delivery insurance – back up Admins, mobileo Test, test, testo Adjust
o Repeat for the next message type
SnapComms provides a reliable channel to deliver crisis communications quickly and effectively.
For more information visit SnapComms.com
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