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Meeting Beating the Resilience Challenge Through Unified Critical Communications
Trends in Emergency Communications17 November 2016
2
Who We Are
(1) As of June 30, 2015.(2) As of September 19, 2015.
~
(1)
(2)
3
Agenda
The BCI EmergencyCommunications Survey
Critical Communications:
Best Practices
Critical Communications:Outcomes by the Numbers
Critical Incident Communications:Optimization techniques
Takeaways1
2
3
4
5
44
Respondents Countries
2015 BCI Emergency Communications Survey
GoalUnderstand global emergency communications planning and processes
467 67
5
Have A Plan!
6
Cover The Basics
Have A Plan
Type
Business Continuity
Vs.Crisis
ManagementVs.
Disaster Recovery
Cause
Natural Disasters
Vs.Man-Made
Vs.Technology Failures
Predictability
“Routine” Emergenci
esVs.
Crisis Emergenci
es
Scope
ContainedVs.
Widespread
7
Have A Plan To Communicate Through All Phases
• Active threat timelines are quick• After-event response may have the largest impact on outcome•Clear communication can be the difference between routine and crisis emergencies, life and death
Preparation Detection + Analysis
Containment, Eradication,
RecoveryAftermath
Incident Response Plan
8
Have A Plan To Communicate With All Stakeholders
Cyber attack leading to data breach
9
Plan For Inside And Outside Your Walls
10
Plan For Unreliable Communications
No single delivery path is ever 100% reliable• Many communication modes may degrade without prior notice
No single delivery path is ever 100% reliable 100% of the time• Some modes may be unreliable or severely compromised
11
Communication in a Global, Dynamic World
Multi-modal messaging is the ONLY way to increase
delivery & response success
12
Insist on feedback!
13
Why the Confirmation Rate is Critical
•Best way to determine if recipients received the message•Drives behavior via conditioning (know they will be contacted again)•Minimizes impact to system (once confirmed, stop sending)•Won’t mistake new messages for additional contact attempts
14
Optimize for Early Message Delivery
Optimizing the 1st attempt drives the best confirmation rate regardless of the number of attempts.
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 250%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Percentage of Confirmations Completed by Attempt
Total Confirmations
Best Practices
• Use Most Efficient Paths First Text over voice based paths Text 1st attempt confirmation 4X higher Minimizes voice infrastructure impact
• Maximize the 1st Confirmation Rate Over 1/2 of confirmations occur during 1st
attempt Approximately 90% of confirmations occur
by the 3rd attempt
15
Embrace the Importance of Multimodal Communication
Contacting recipients over multiple contact paths drives the highest confirmation rate.
Best Practices
More paths = higher confirmation 79% higher using multimodal Results are same across verticals Financials show greatest lift
Corporations Education Energy/Utilities Financial Services Health Care0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
Confirmation Rate by Vertical & Unique Path
Single Path Multiple Paths
1 Path 2 Paths 3 Paths0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
Confirmation Rate
16
Encourage Users to Set Contact Preferences
Allowing users to set their preferred contact paths increases response rates
Corpo-rations
Health Care
Financial Services
Education Energy/Utilities
0
200000
400000
600000
800000
1000000
1200000
1400000
1600000
1800000
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
Default Contacts User Pref ContactsDefault Conf User Pref Conf
Best Practices
• Enable user preferences Allow users to set preferred paths Best way to contact them Psychological aspect of being involved &
invested in the process
• Effect on confirmation rate Overall confirmation is 44% higher Healthcare = 67% higher Financial Services = 32% higher
17
Multimodal + User Preferences
Higher confirmation rates occur when multiple contact paths are used and user preferences are enabled. Using more than 3 paths is ideal.
1 Path 2 Paths 3 Paths 4 Paths 5 Paths 6 Paths0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
Default User Pref
Best Practices
• Multimodal + user preferences Using both is optimal > 3 paths is ideal
• Effect on confirmation rate 4 paths = 26.6% 5 paths = 28.1% 6 paths = 45.8%
18
> 3 Paths + User Preferences: Best Configuration
Customers with user preferences enabled who use e-mail, SMS, voice, and smartphone push notifications have higher confirmation rates.
Combination of Email, Sms, Phone and Mobile Member
Other26.0%
27.0%28.0%29.0%30.0%31.0%32.0%33.0%34.0%35.0%36.0%
34.8%
29.5%
User Preference Enabled Broadcasts with >3 Paths
Best Practices
Best target configuration User preferences enabled E-mail, SMS, Phone, Push Notification is best
combination
19
Understanding the Three Types of Notifications
Polling
Q: Are you safe?1) Yes 2) No 3) Doesn’t Apply
Quota-based
Q: Can you work this shift?1) Yes 2) No 3) Doesn’t Apply
Two-way Notifications
• Notification
• Request for information
• Select response from options
• Same as polling
• Send until quota met
Standard Notification
− Contacts can confirm receipt of message
Polling Notification (Two-way)
− Notification with request for information
− Presents recipient with options for response
− Response = confirmation
Quota-based Notification (Two-way)− Same as polling notification
− Message sent until preset quota is met
− E.g., number of employees needed to fill a shift
Standard Notification
• Notification
• Confirm receipt of info
Respond with “YES” to confirm receipt of message
Standard Notifications
20
Using Two-way Notifications Boosts Confirmation
Using explicit two-way notifications results in 2x better confirmation rates.
20
Better communication model Increases recipient engagement Move from passive to active information exchange
with contacts 2X better confirmation rate Two-way (52.9%) vs. Standard (22.9%)
Two-way Standard
52.9%
22.9%
Two-way Standard
49.6%
26.6%
Confirmation Rates For All Customers
Confirmation Rates Where Customers Sent Both Notification Types
21
Use Concise Messages for Standard Notifications
For standard notifications, use concise messages of 94 characters or fewer.
Standard notifications Low-text content produces higher confirmation
rates than high-text content
Two-way notifications Low-text content produces similar confirmation
rates as high-text content
Confirmation Rates
Standard (Low)
Standard (High)
Two-way (Low)
Two-way (High)
25.5%22.4%
52.9%52.8%
22
Two-way Notifications: 3 Response Options is Optimal
When creating two-way notifications, provide 3 response options for best response rates.• Using 3 options is optimal
3 options = 62.6% For Yes / No two-way notifications, adding a 3rd option for
Doesn’t apply to me can encourage recipients to confirm vs. not replying to message at all.
• Using more or less than 3 options is suboptimal 4 or more response options = 49.6% 2 or fewer response options = 48.3%
Confirmation Rates (Two-way Notifications)
3 Options 4 or More Options 2 or Fewer Options
62.6%
49.6% 48.3%
23
Summary
1. Optimize for early message delivery
2. Use multimodal delivery paths
3. Allow users to set their contact preferences
4. Using both is best
5. Use concise messages
6. Use polling for highest confirmation rates