emergency communication systems: implementatin to cultural … · continuous improvement lessons...

Emergency Communication Systems: Implementation to

Cultural Change(Session ID: 1199)

Bobbie Latham, Registrar, Texas Tech Bobbie Latham, Registrar, Texas Tech

Session ID 1199Session ID 1199AACRAO 2009 AACRAO 2009 -- Charting the PATH to Charting the PATH to

Institutional and Student SuccessInstitutional and Student Success 11

University University Rita Garner, Registrar, Medical College of Rita Garner, Registrar, Medical College of GeorgiaGeorgiaSteven Davidson, Senior Systems Administrator, Boston University

Topics CoveredTopics Covered

Background/Project OrganizationBackground/Project OrganizationTechnical issuesTechnical issuesParticipation and CommunicationParticipation and Communication



ResultsResultsContinuous ImprovementContinuous ImprovementLessons LearnedLessons LearnedCultural ChangeCultural Change

Texas Tech University SystemTexas Tech University SystemTexas Tech University: 28,000+ students, 8,000+ Texas Tech University: 28,000+ students, 8,000+ faculty/stafffaculty/staff–– Undergrad/GraduateUndergrad/Graduate–– HSC: Allied Health, Nursing, Pharmacy, MedicalHSC: Allied Health, Nursing, Pharmacy, Medical

L S h lL S h l



–– Law SchoolLaw SchoolProject Team:Project Team:–– Information TechnologyInformation Technology–– PolicePolice–– President’s OfficePresident’s Office–– Emergency PlanningEmergency Planning

AACRAO 2009 AACRAO 2009 -- Charting the PATH to Charting the PATH to Institutional and Student SuccessInstitutional and Student Success 33

The ProjectThe Project

Began July 2007. Went LIVE September 2007.Began July 2007. Went LIVE September 2007.ConnectEd from NTI Corporation (bought by ConnectEd from NTI Corporation (bought by Blackboard).Blackboard).Customized and built our own emergencyCustomized and built our own emergency



Customized and built our own emergency Customized and built our own emergency database.database.Initially seeded the database with existing Initially seeded the database with existing student information and also added fields to the student information and also added fields to the Direct User Interface where members may Direct User Interface where members may update more information.update more information.


The ProjectThe Project

Eligible Communication:Eligible Communication:–– Inclement Weather (Tornados, Ice/Snow).Inclement Weather (Tornados, Ice/Snow).

Campus EmergenciesCampus Emergencies



–– Campus EmergenciesCampus EmergenciesMessage Vehicle:Message Vehicle:–– EmailEmail–– TextText–– Home PhoneHome Phone


MarketingMarketing

Announcement from President’s OfficeAnnouncement from President’s OfficeNew Student Orientation Session for New Student Orientation Session for t d t / tt d t / t



students/parentsstudents/parentsEmails (no choice Emails (no choice –– we all receive)we all receive)Phones is “opt in”Phones is “opt in”Practice twice a year (Practice twice a year (8080% success rate)% success rate)


What We LearnedWhat We Learned

Marketing to all new Marketing to all new students/parents/faculty/staff is Essential.students/parents/faculty/staff is Essential.

N tifi ti f ti i kN tifi ti f ti i k



Notification of practice runs is key.Notification of practice runs is key.

Mandatory email delivery works well.Mandatory email delivery works well.

Continual Marketing Works!Continual Marketing Works!AACRAO 2009 AACRAO 2009 -- Charting the PATH to Charting the PATH to


MCG consists of MCG consists of 5 5 collegescollegesStudent population Student population 22,,900 900 with faculty and staff of with faculty and staff of 44,,400400Main campus located in Downtown Augusta GAMain campus located in Downtown Augusta GA

Medical College of GeorgiaMedical College of Georgia



Main campus located in Downtown Augusta, GA Main campus located in Downtown Augusta, GA 1010% of students and faculty located at our % of students and faculty located at our 11 11 distance sitesdistance sitesUniversity System of Georgia statewide projectUniversity System of Georgia statewide projectBlackboard Connect (Connect Blackboard Connect (Connect –– Ed)Ed)

Project began in February 2008 and went Project began in February 2008 and went live on June 20, 2008live on June 20, 2008Project teamProject team

Project SponsorProject Sponsor VP for AdministrationVP for Administration

Project OrganizationProject Organization

Session ID 1199Session ID 1199AACRAO AACRAO 2009 2009 -- Charting the PATH to Charting the PATH to


–– Project Sponsor Project Sponsor –– VP for AdministrationVP for Administration–– ITSSITSS–– Public SafetyPublic Safety–– Human ResourcesHuman Resources–– RegistrarRegistrar

Technical IssuesTechnical Issues

Phone number crosswalksPhone number crosswalks–– Match number values from PeopleSoft and Match number values from PeopleSoft and

Banner to MCG AlertBanner to MCG AlertTelephone exchangeTelephone exchange



Telephone exchangeTelephone exchange–– Share exchange with other Government Share exchange with other Government

agencies (including the teaching hospital)agencies (including the teaching hospital)–– Throttled back to Throttled back to 70 70 hits at a timehits at a time–– All other numbers not on exchange are sent All other numbers not on exchange are sent

out at one timeout at one time

ParticipationParticipation

Mandatory participation for campusMandatory participation for campus–– PeopleSoft (SoftServe)PeopleSoft (SoftServe)–– Banner (SelfBanner (Self--Service PULSE)Service PULSE)



Faculty, Staff and Students are allowed to Faculty, Staff and Students are allowed to “Opt Out” if they choose to not participate“Opt Out” if they choose to not participate

MCG Alert Log in ScreenMCG Alert Log in Screen



SoftServe Update ScreenSoftServe Update Screen



PULSE update screenPULSE update screen



CommunicationCommunication

Communication PlanCommunication Plan–– Began March 2008 with Technology FairBegan March 2008 with Technology Fair–– Final notice sent by President day Final notice sent by President day

b f t tb f t t



before testbefore testStudent NotificationStudent NotificationEmployee NotificationEmployee Notification

Test MessageTest Message

This is the Medical College of Georgia. THIS ISThis is the Medical College of Georgia. THIS ISNOT AN EMERGENCY. This a test of the MCG Alert NOT AN EMERGENCY. This a test of the MCG Alert system. If this were a real emergency, you would be system. If this were a real emergency, you would be informed of critical campus developments and giveninformed of critical campus developments and given



informed of critical campus developments and giveninformed of critical campus developments and giveninstructions on appropriate response measures.instructions on appropriate response measures.Again, THIS IS NOT AN EMERGENCY but only a Again, THIS IS NOT AN EMERGENCY but only a test of the MCG Alert system. If you have test of the MCG Alert system. If you have questions or comments, please contact 706questions or comments, please contact 706--721721--9530 or9530 [email protected]. Thank [email protected]. Thank you.



85.1%

14.9%

This is a Medical College of Georgia Alert notification. This is a Medical College of Georgia Alert notification. At 3:00 AM this morning the campus experienced a At 3:00 AM this morning the campus experienced a total power outage due to feeder lines from Georgia total power outage due to feeder lines from Georgia Power. Emergency generators activated and the Power. Emergency generators activated and the Emergency Operations Center was opened PowerEmergency Operations Center was opened Power

First True Alert Sent March 20First True Alert Sent March 20



Emergency Operations Center was opened. Power Emergency Operations Center was opened. Power was substantially restored by 4:00 AM. When you was substantially restored by 4:00 AM. When you arrive at your workplace, please check all electrical arrive at your workplace, please check all electrical equipment that could have been damaged by this equipment that could have been damaged by this power outage. If you find problems, notify the power outage. If you find problems, notify the Facilities Management Work Management Center.Facilities Management Work Management Center.

Delivery Results Delivery Results ((33--2020--0909))

SuccessfulSuccessful DeliveriesDeliveries1212,,080080–– Answering Machine Answering Machine 66,,179179–– Live Delivery Live Delivery 55,,901901

UnsuccessfulUnsuccessful Deliveries Deliveries 11,,51051022



–– Bad Phone Number Bad Phone Number 245245–– Busy Busy 1515–– Fax/Modem Fax/Modem 5151–– No Answer No Answer 11,,189189–– Phone Network Busy Phone Network Busy 66–– Undeliverable Undeliverable 44

Results of AlertResults of Alert



Total Contacts Selected = 10,016Total Unique Deliveries = 13,590*

Successful Deliveries = 12,080 (88.9%)Unsuccessful Deliveries = 1,510 (11.1%)

Continuous ImprovementContinuous Improvement

We are reviewing all bad phone numbers We are reviewing all bad phone numbers and contacting the individuals via emailand contacting the individuals via emailWe continue to send out email messages We continue to send out email messages to the student body reminding them toto the student body reminding them to



to the student body reminding them to to the student body reminding them to update their address and phone update their address and phone information in PULSEinformation in PULSEWe recently installed sirens in two We recently installed sirens in two locations on the campus.locations on the campus.

What did we learn?What did we learn?

Getting buyGetting buy--in from the top down and in from the top down and keeping them informed of progress and keeping them informed of progress and roadblocks!roadblocks!Involving a steering committee that allowsInvolving a steering committee that allows



Involving a steering committee that allows Involving a steering committee that allows input from many areas of the university.input from many areas of the university.Communication with those that supply Communication with those that supply telecommuncations for your campus is a telecommuncations for your campus is a must!must!

SuggestionsSuggestions

Confirm that your email can handle the Confirm that your email can handle the number of alert messages you will send at number of alert messages you will send at once.once.Ask your vendor for recommendations.Ask your vendor for recommendations.



yyWork with sister institutions that have Work with sister institutions that have implemented. Get their advice and ask implemented. Get their advice and ask about pitfalls.about pitfalls.Continuously communicate with campus Continuously communicate with campus and local community.and local community.

Boston UniversityBoston University–– 17 17 Schools/Colleges, Schools/Colleges, 3232,,000000+ students, + students, 88,,000000+ +

faculty/stafffaculty/staff

BU Alert (Send Word Now) systemBU Alert (Send Word Now) system

Boston University Alert SystemBoston University Alert System


Institutional and Student SuccessInstitutional and Student Success 2727AACRAO 2009 AACRAO 2009 -- Charting the PATH to Charting the PATH to


BU Alert (Send Word Now) system BU Alert (Send Word Now) system required student use as of Fall required student use as of Fall 20072007School of ManagementSchool of Management–– Approximately Approximately 33,,000 000 studentsstudents–– Undergraduate, Graduate, Executive ProgramsUndergraduate, Graduate, Executive Programs

Informational Communications Informational Communications Announcing BU AlertAnnouncing BU Alert

University Level CommunicationsUniversity Level CommunicationsSchool/College Level CommunicationsSchool/College Level CommunicationsProgram Level CommunicationsProgram Level Communications



Individual Advisor Student Individual Advisor Student CommunicationsCommunications


The path to cultural change…The path to cultural change…

Communications made as personal as Communications made as personal as possiblepossibleCommunications from someone unfamiliarCommunications from someone unfamiliarP t /fli l t d ithi b ildiP t /fli l t d ithi b ildi



Posters/fliers located within buildingPosters/fliers located within buildingLCD screens utilizedLCD screens utilized


The path to cultural change…The path to cultural change…

Even with all of the advertisements, class Even with all of the advertisements, class visits, emails, phone calls, etc. visits, emails, phone calls, etc. participation was still intially low.participation was still intially low.So what to do now?So what to do now?

Session ID Session ID 11991199AACRAO 2009 AACRAO 2009 -- Charting the PATH to Charting the PATH to


So, what to do now?So, what to do now?–– Make it requiredMake it required–– Make it have consequencesMake it have consequences–– Make it part of something elseMake it part of something else

AACRAO AACRAO 2009 2009 -- Charting the PATH to Charting the PATH to Institutional and Student SuccessInstitutional and Student Success 3030

Cultural ChangeCultural Change

Make it requiredMake it required–– Give additional credibilityGive additional credibility–– Even when required, initial participation was Even when required, initial participation was

lowlow



lowlow–– No matter how much I asked, participation No matter how much I asked, participation

had slow growthhad slow growth


Cultural ChangeCultural Change

Make it have consequencesMake it have consequences–– Failure to properly provide phone number Failure to properly provide phone number

results in registration being prevented, similar results in registration being prevented, similar to bursar or comptroller hold.to bursar or comptroller hold.



pp

–– Students are also prevented from using online Students are also prevented from using online class “planner”class “planner”


Cultural Change Cultural Change -- ComplianceCompliance

Make it part of something elseMake it part of something else–– “Compliance” “Compliance” –– Are you compliant?Are you compliant?–– Students must be “Safe, Settled and Healthy”Students must be “Safe, Settled and Healthy”

Current BU Alert phone number providedCurrent BU Alert phone number provided



Current BU Alert phone number providedCurrent BU Alert phone number providedSettled student accountSettled student accountAll required immunizations on fileAll required immunizations on file

–– Failure in any one category blocks Failure in any one category blocks registration. registration.



Institutional and Student SuccessInstitutional and Student Success 3434AACRAO AACRAO 2009 2009 -- Charting the PATH to Charting the PATH to


Looking back….Looking back….

Make it continuousMake it continuous–– All students must provide the alert numberAll students must provide the alert number–– Students must update/confirm the alert Students must update/confirm the alert

number by a specified date each semesternumber by a specified date each semester



number by a specified date each semesternumber by a specified date each semester

Add warnings on common featuresAdd warnings on common features–– Master portal screenMaster portal screen–– Class schedule “planner”Class schedule “planner”


Looking back…Looking back…

Be aware of unique populations and plan Be aware of unique populations and plan for themfor them–– Executive, distance education, nonExecutive, distance education, non--degreedegree



Take a hands on approachTake a hands on approach–– Some populations required individual class Some populations required individual class

visitations to reinforce conceptsvisitations to reinforce concepts



Consider all communication channelsConsider all communication channels–– Compliance became a routine topic in Compliance became a routine topic in

newsletters, program update newsletters, program update emails, registration materials, and advisor emails, registration materials, and advisor



, g ,, g ,emailsemails

Be aware of the term emergency:Be aware of the term emergency:–– “Emergency Contact” versus “Emergency “Emergency Contact” versus “Emergency

Alert”Alert”AACRAO AACRAO 2009 2009 -- Charting the PATH to Charting the PATH to



If you prevent registration, think about If you prevent registration, think about students dropping coursesstudents dropping courses

C id i dC id i d



Consider grace periodsConsider grace periods

Do not give override access, but do give Do not give override access, but do give entry accessentry access


QuestionsQuestions



Contact InformationContact Information

Bobbie Latham, Registrar, Texas Tech Bobbie Latham, Registrar, Texas Tech University University [email protected]@ttu.eduRita Garner, Registrar, Medical College of Rita Garner, Registrar, Medical College of



GeorgiaGeorgia [email protected]@mcg.eduSteven Davidson, Senior Systems Administrator, Boston University [email protected]

emergency communication systems: implementatin to cultural … · continuous improvement lessons...

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