Communications, Past, Present, and Future

Transcription

1 The Secret To Overcoming Communications Roadblocks Choosing The Right Communications When Disaster Strikes Judy Bell, CEM, President, DSP Network (DSPN) Shirley Ono, CBCP Business Continuity Manager, Macy s West Communications, Past, Present, and Future What Past Disasters Have Taught Us Current Communications Alternatives How To Protect What You Have Other Resources Available Communications Alternatives Blackberrys, Pagers Satellite Phones Microwave & Satellite Networks 1

2 Internet Alternatives Larger Capacity Mirrored Sites Recent Uses During Disasters: Voice Over IP (VOIP) - Work, Home, Emergency (Yahoo, Hotmail) Emergency Websites - Internet and Intranet Mobile Internet Access Air Cards Public/Private Information Sharing - Web-Based Incident Management Tools Make Communications Planning An Integral Part of Business Recovery Define Roles and Responsibilities In Advance (Incident Command System) Prepare Initial Notification Alternatives Meet-Me Circuits Special Codes For Reporting Procedures Interactive Incident Management Tools Evaluate Alternative Ways To Share Information with Public Sector. Communications Flow Event Emergency Operations Center (Multiple Teams Activated) Who Needs To Know What and When? 2

3 Where Communications Fail Event Location or Community Who Needs To Know? Event Location or Community Event Location or Community Emergency Operations Center Who Needs To Know? Who Needs To Know? Event Location or Community Who Needs To Know? Closed-Loop Communications Command Command Support Investors Media Emergency Operations Center Parent Company Suppliers Departments Families Contractors Public Responders ER Teams Customers Simultaneous Knowledge Delivered To the Right People When Needed Command Support Command Parent Company Investors Suppliers Media EOC Departments Families Public Responders ER Teams Customers Contractors 3

4 Applying Theory To Reality How Macy s West Uses Its Tools. Key Points of Communication Do you have a Central Point of Communication (ICS)? Can you efficiently manage Incoming Information? Can you effectively manage Outgoing Information? How can tools or processes assist with Communications? Coordinated and Consistent Communication Plan is Essential Emergency Reporting Structure Problem: Need to ensure that inbound emergency reporting is consistent for all locations. This ensures a single point of information. Ensure outbound notification is identified. Resolution: Instituted Emergency Hotline number and Notification process 4

5 MW EMERGENCY NOTIFICATION Store or MW Facility Public Relations Legal Emp Rel Macy s Emergency Hotline Reg LP Director VP LP SVP Operations Dir of Operations Reg. VP Operations VP Operations Director of Stores FSG Area Maint Dir VP Maintenance Exec Comm EOC Director Information Database Problem: Need single document or database for all information that can be viewed by everyone. Resolution: Purchased Web-based Incident Management System to document information about the event/incident. Can be accessed by anyone from anywhere. Not dependent on availability of network. Can add picture, external documents, links, etc. All location geo-located on mapping system. Can share information with agencies/companies 5

6 EOC Information Inconsistencies Problem: ICC/EOC received conflicting information from stores. Resolution #1: Redesigned EOC and created Store Teams to manage and prioritize impacts on stores, resolve issues and conflicting information. Each team responsible for designated stores. Macy s Emergency Hotline (EOC) Team 1- Stores 1-5 Team 2- Stores 5-10 Team 3- Stores Team 4- Stores Team 5- Stores EOC Information Inconsistencies Resolution #2: Required each store to activate Store Command Center : 1. Single point of information in the store; all information flows in and out; all information documented to provide consistent information. 2. Central Point of Communication and Control. 6

7 Public Authorities Mall Management News Media Injuries/ Fatalities Life Safety Teams Managers Employees Store Command Center Incident Command Center Customers Emergency Information Hotline/Internet Company Direction Media Updates Communication to Employees Problem: Need way to communicate to our employees and link employees to their loved ones. Resolution: 1. Employee Emergency Information Hotline Location Status & Direction Message Center Emergency Policies and Procedures 2. Employee Information Website Location Status & Direction Everyone calling the store, they can t recover! Problem: Store not able to recover if constantly taking calls, providing same updates for various departments. Resolution: 1. Only designated depts. allowed to contact store. 2. Continuously keep everyone informed: Store to provide continual updates to emergency hotline. Outbound information updates sent out via phone tree and/or Incident Management Notification system. Set up Conference Bridge for updates. 7

8 External Affairs FACS Maintenance Corporate Risk Store Security Operations SPACE FSG Business Continuity HR Shortage Control Director of Stores Incident Management system sends outbound notification with latest updates (to and mobile devices). (Back up to our notification phone tree) Large Campus Communication Problem: Needed method to communicate to all employees in SF Divisional offices. Information for Store and Offices needed to be consistent and coordinated. Resolution: Used Life Safety Team to communicate information. Devised Communication Flow for consistent information/direction. 8

9 Types of Incidents 1. FYI (Demonstration, BART problems, etc) 2. Minor Event- Not affecting location /employees (Nearby explosion, unrest, etc.) 3. Minor Event Affecting location/employees (Power outage, haz mat, fire, etc.) 4. Major Event - Not affecting location /employees (Terrorist attack, natural disaster, etc.) 5. Major Event - Affecting location /employees (Major Earthquake, etc.) Coordinated Communication To ensure consistent directions from all executives Officers Decision Life Safety Teams Department Head Employees Emergency Info Hotline Internet Website SF Divisional Office Communication BED Coordinator BED Contacts BED via phone and , if possible Contacts FW via phone and forwards message on Instructs FW to turn on WalkieTalkie Gathers information from FW team and forwards to BED Coordinator Floor Warden Floor Warden Floor Warden Floor Warden Team Floor Warden Team Floor Warden Team Employees Employees Employees 9

10 is essential Problem: If we lose building where server is housed, entire division loses communications. Resolution: Purchased back up server in Duluth to continue communication providing efficient outgoing information and continuity of business. Effective Outbound Communication Problem: No quick and easy way to contact stores when there is an emergency. Resolution: Purchased Notifind Automated Notification System. Usage for Automated Notification System Notification to stores POS problem Credit problem Price Change problem EOC/ICC Activation Life Safety Teams 10

11 Opportunities How do we ensure communications, when phone systems are congested? Ability to receive emergency contact information during evacuation event (lessons learned from Hurricane Katrina and Rita). Communication Summary 1. Do you have an emergency reporting structure and central communication plan for your company? 2. Do you have a formalized outbound notification process? 3. Do you have a tool to store information regarding the emergency/disaster? 4. Is employee communication part of your plan? 5. Do you have a formalized reporting procedure for key participants to receive certain types of information? Communication Summary (con t) 6. Do you have a tool/method to communicate to various locations/campuses? 7. Do you have a process to keep everyone informed? 8. Do you validate incoming information? 9. Do you have a communication flow (inbound/outbound)? 10.Do you have back up to ? 11

12 Questions Contact Information Judy Bell (805) Shirley Ono (415)