Goal Understand global emergency communications planning and processes

Transcription

1 Critical Communications for the Lifecycle of a Crisis September 2016 DRJ Fall Leveraging Data from the BCI Emergency Communications Survey Goal Understand global emergency communications planning and processes Respondents Countries 2 1

2 Planning for Emergencies Source: 2015 BCI & Everbridge Survey 3 Best Practice #1 Before You Communicate, Have A Plan Cover The Basics Type Predictability Cause Scope Business Continuity Crisis Management Disaster Recovery Routine Emergencies Crisis Emergencies Natural Disasters Man-Made Technology Failures Impact Definitions 1 Immediate business interuption (High) 2 Potential or future business interuption (Medium) 3 No forseeable interuption (Low) Contained Widespread Urgency Definitions 1 Outage affecting multiple users / executives 2 Outage affecting one user or access/assistance needed 3 Performance issue affecting muiltiple users or automated system 4 2

3 Best Practice #2 Plan to Communicate Through All Stages Active threat timelines are quick After-event response can 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, Recovery Aftermath Incident Response Plan 5 Best Practice #3 Plan to Communicate With All Stakeholders Particularly for BC/DR Events 6 3

4 Best Practice #4 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 7 Organizations Increasingly Relying on the Most Automated Approach to Reaching Employees 93% 69% 43% % 53% 2015 Source: 2014 and 2015 BCI & Everbridge Survey 8 4

5 Best Practice #5 Plan for a Global, Dynamic World Account Mgmt Team NOC GSOC Development Team Help Desk Team Local Sales Office Local Sales Office Partner Customer Service Team Local Sales Office 9 Best Practice #5 Plan for a Global, Dynamic World Multi-modal messaging is the ONLY way to increase delivery & response success 10 5

6 The Importance of Multimodal Communication Contacting recipients over multiple contact paths drives the highest confirmation rate. The more communication paths a recipient has the higher their confirmation rate. Best Practices More paths = higher confirmation 79% higher using multimodal Results are same across verticals Financials show greatest lift 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Confirmation Rate by Vertical & Unique Path Corporations Education Energy/Utilities Financial Services Single Path Health Care 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Confirmation Rate Multiple Paths Source: Everbridge Business Intelligence Data 1 Path 2 Paths 3 Paths 11 > 3 Paths + User Preferences: Best Configuration Customers with user preferences enabled who use , SMS, voice, and smartphone push notifications have higher confirmation rates. Best Practices 36.0% 35.0% User Preference Enabled Broadcasts with >3 Paths Best target configuration User preferences enabled , SMS, Phone, Mobile Member is best combination 34.0% 33.0% 32.0% 31.0% 30.0% 29.0% 28.0% 27.0% 26.0% Combination of , Sms, Phone and Mobile Member Other Source: Everbridge Business Intelligence Data 12 6

7 70% of the Top Incidents Require Accurate Location Data Which of the following incidents triggered your Emergency Communications Plan? Source: 2015 BCI & Everbridge Survey 13 Best Practice #6 Plan For Inside And Outside Your Walls 14 7

8 Best Practice #7 Use a Multi-Layered Approach ACTUAL Mobile Geo-location Two Way Communication Access Aware Badge In Wireless Access Point Room & Schedule Aware Room reservations On Call Schedule DYNAMIC LOCATIONS Travel Aware Travel reservations EXPECTED 15 Employee Safety: Building Updating employee locations in their communications profile as they badge in Result Cleared to Enter Update Employee Profile with Last Known Location OR Result Denied Entry: Reason: Restraining Order Notify Security Activate escalation policy Notify potential target Result Update Employee Profile with Last Known Location Based on Wireless Access Point Result Alert On-call personnel if temperature exceeds a certain threshold 16 8

9 Best Practice #8 Plan to Automate Your Communications Critical Systems The Event Cyber Security Breach Application outage Performance Degradation Minor Incident GRC and ITSM Experts automatically joined to conference bridge Rules Based Automation Management notified of issue details Stakeholders informed of issue and expected impact 17 Takeaways Have a plan! Have a communications plan that covers all stakeholders through all stages for most scenarios Automate Critical Communications plans to include people and devices in intertwining workflows Think and Act Globally Local Inside and outside the 4 walls 18 9

10 THANK YOU! 10