How to Fix 5 Common Communication Challenges

Patrick Potter

eGRC Solutions Manager,

RSA, Archer

Imad Mouline

Chief Strategy Officer,

Everbridge

connect blog.everbridge.com

@everbridge

Linkedin.com

Agenda

• Planning for the future of corporate global communications

• 5 common communications challenges and how to fix them

• Q&A

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LinkedIn Member? Join our LinkedIn Everbridge

Incident Management Professionals Group

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Patrick Potter

eGRC Solutions Manager,

RSA, Archer

Imad Mouline

Chief Strategy Officer,

Everbridge

Use the Q&A function to submit your questions.

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Housekeeping

Follow us at @everbridge and tweet insights with your friends during the webinar using the hashtag #everbridge.

We’ll send out a recording after the event

Evolving Communications in Global 2000 Companies

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– 83 million employees around the world generating $36 trillion in revenues1

– “Social listening" will allow businesses to better understand what their customers and employees need and want2

– 20% of employees worldwide will use social networks as their main form of business communication by 20143

– More smart devices will be used to access the internet than traditional computers by 20143

“The employer will no longer define the workplace; rather, employees’ priorities and preferences will dictate what the future workplace will look like, particularly now that technology makes it easier than ever to design a variety of flexible arrangements.” 2

Sources: 1 - Forbes, 2 – Ernst & Young, 3 – Gartner

What types of events do corporation plan for?

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Source: Everbridge Survey

Which events cause the MOST concern?

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Source: Everbridge Survey

Every type of event can have communication challenges

1. Risk of human error and failed delivery

2. Difficulty reaching mobile and global workforces

3. Missing critical information

4. Leveraging existing investments for operational communications

5. Building an efficient, collaborative and compliant communications plan

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Challenge 1 - Human error and delivery issues during critical communications

– Wrong people or teams sent critical messages

– Companies forced to limit “initiator” access due to lack of controls

– Missing information or inconsistent message format during critical events

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Be Prepared With Templates

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Be prepared for crises and emergencies with broadcast templates

+ Eliminate errors and reduce anxiety

+ Ensure clarity

+ Leverage best practices

Each template defines • What message is sent • Who receives • How you want the message

delivered Easily manage template library

text message instant message PDA email pager

cell cell BlackBerry work

cell work email BlackBerry text message

Third Attempt

Alan Sue Dave Phil Janice First Attempt

work

cell work email BlackBerry text message

cell BlackBerry work

email pager

Second Attempt

CONFIRMED

8/1/08 10:02:03 AM

CONFIRMED

8/1/08 10:02:56 AM

CONFIRMED

8/1/08 10:03:35 AM

NO RESPONSE

NO RESPONSE

Re-send? Re-send?

Target the Individual & Automate the Process

Automate Severe Weather Notifications

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+ Deliver the right alert to employees automatically or select targets using GIS maps and shapes

Challenge 2 - Difficulty communicating with global workforces that are increasingly mobile

– Employees are increasingly remote or on the move and not at their desk/office phone

– In some areas, overseas communications can be unreliable and poor quality

– International delivery is costly

– Meeting compliance requirements can force sub-optimal delivery options

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CFOs at Fortune 500 Companies

Choose a global provider with multiple local presences & strong mobile capabilities

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agree that using landline phones to reach people during a crisis is NOT reliable

56.5 %

Source: Everbridge Survey

73.6% agree that you should include mobile devices in your crisis/ event planning

+ Meet regulatory requirements with localized contact data storage

+ Localize call origination to:

– Lower costs

– Improve call quality

– Improve call/sms acceptance

+ Plan for and optimize for mobile delivery that includes voice, sms & push notifications

Real-time interactive responses ‘On the Go’

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Expedite communications across land lines and multiple types of mobile devices

Capture detailed responses with geographic info and photos from recipients

‘On the Go’ communications management

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74.4% of incident & emergency managers agreed that the ability to manage communications using mobile devices is a requirement

Source: Everbridge Survey

Challenge 3 - Trouble seeing & sharing all the available information

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34.4% of companies have learned about an incident from social media before an official communication was sent

– Management & employees learning about events from social media and press before official communications

– Lost productivity and missed information because employees manually monitor information sources

– Multiple systems used for information gathering and message sending

72.2% of companies have found helpful and / or surprising information on social media

Source: Everbridge Survey

Monitor. Analyze. Notify available information

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MONITOR Relevant Inputs:

+ Social media sources

+ Internal systems & data feeds

+ Weather events

+ Intel from “boots on the ground”

Social media intelligence in action

+ Large protests disrupt day to

day corporate operations

+ Key senior management

targeted

+ Protest locations vary day by

day

+ Need to reroute employees to

alternate locations

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Challenge 4 – How do you make communications “business as usual”

– Getting people to follow the process. Who’s missing? Why do I need to follow your process?

– Disconnected solutions and approaches. Who’s doing what? Who’s using any tools, processes and approaches? Who’s not doing anything?

– How do I bring it all together? What’s my end goal?

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Get everyone on board

+ Automate what you can. Coordinate your communications technologies and processes with your emergency and event communications

+ Figure out how people communicate best and what they pay attention to

+ One toolset increases efficiency and effectiveness. Train and test, train and test…

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One approach increases efficiency and effectiveness

+ People communicate one way during normal conditions but an entirely different way under crisis conditions

+ If they aren’t used to an automated communication tool, they don’t know where to go for information or how to communicate

+ People also need to communicate with each other

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Challenge 5 – Coordinating with your GRC program, approaches and processes

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– Moving beyond traditional security management to include policy management, audit and compliance

– Meeting compliance and reporting requirements when communicating

– Not having enough organizational awareness & prioritization

Prioritize and Coordinate

+ Understand what related GRC processes exist, such as incident, risk, compliance and other GRC processes

+ Understand how they communicate within these processes

+ Bring it together where you can

+ Regular testing and feedback – understand what’s working and what’s not and fix it

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Be on the offensive

+ Different groups are involved (IT – Incident Management, ERM – Risk Management, etc.)

+ Conditions are reactive – be proactive

+ Concentrate on prevention versus mitigation

+ Testing is never realistic or done often enough

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Global Communications Readiness Checklist

1. Can I standardize the format and delivery channels for critical messages?

2. Can I use the same system for crisis and day to day communications?

3. Can I automate the delivery of certain types of messages based on a trigger?

4. Can I reliably establish redundant two-way real-time communications with employees and key partners?

5. Can I communicate with employees while I am on the go using a mobile device or tablet?

6. Can I use local call origination oversees to better reach global employees?

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7. Can I aggregate situational intelligence including social media and internal data feeds to make better decisions about who and what to communicate?

8. Can I use an integrated toolset to cover security management, policy management, and address audit and compliance issues?

The Everbridge Suite

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1,000+ Organizations 100M+ Messages/Year 30M+ Members

Elastic Infrastructure • Advanced Mobility • Reporting & Analytics Adaptive People & Resource Mapping • Enhanced Data Management

Use the Q&A function to submit your questions.

Q&A

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Note: Presentation slides are available on our blog at blog.everbridge.com

Contact Information & Free Demo

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