Everbridge Customer Webinar: Best Practices for Incident Communication DEMO For State and Local Government Presented by: Jennifer Kinzel, Sr. Solutions Consultant @JenKEverbridge Michael Scott Moderator Marketing Programs Manager, Team Lead Jim Carbary Everbridge Manager, Professional Services @JimCarbary
Agenda Topic s to be covered in this webinar include: Internal group notifications Consistent message send process Scheduling for specialty teams Creating incident workflow intelligence Incident communication planning Compliance and reporting options LinkedIn Member? Join our LinkedIn Everbridge Incident Management Professionals Group #IncidentManagement
Housekeeping Use the Q&A function to submit your questions. Use the Q&A function to submit your questions. #IncidentCommunications @everbridge #everbridge #IncidentCommunications We ll send out a recording after the event
Jennifer Kinzel Senior Solutions Consultant Everbridge
Everbridge Unified Critical Communications Weather PrecisionGIS Structure Monitoring Asset Monitoring Community Secure Comms Emergency Notifications Staffing Callouts Code Alerts Medical Devices IT Alerting Customer Comms HIPAA Comms EVERBRIDGE OPEN APIs: PLATFORM & PRODUCTS CORE SERVICES APPS MASS NOTIFICATION MOBILE COMMUNITY INTERACTIVE VISIBILITY COMMUNICATION global delivery multi-modal REPORTING AND ANALYTICS analysis and audits process improvement INCIDENT COMMUNICATIONS COMMUNITY ENGAGEMENT IT ALERTING mobile member mobile manager mobile securebridge mobile hipaachat everbridge network social media network neighborhood network UNIFIED PLATFORM CONTACTS availability scheduling groups roles profile preferences ANONYMOUS KEYWORD OPT-INS PEER TO PEER MESSAGING MAPPING precisiongis open geo-coding SECURE INFRASTRUCTURE redundancy security services encryption
Why Incident Communications? IC can help Streamline communications process Reduce operator errors Ensure consistent messaging Notify only the staff who is on duty or on call Provide automation for contact selection or initiating a broadcast IC is a good fit for SLG organizations which utilize Everbridge Suite for internal notifications have busy operators who are multi-tasking have users who use the system infrequently have that BC who types 3 words a minute
Incident Communications Objectives Quick Resolution Compliance Planning Continuous Communication Intuitive Process 7
Comparing Mass Notification & Incident Communications Scale of Communications Target Audience for Message Purpose Mass Notification Incident Communications Hundreds to thousands Individual to tens (maybe 100) People potentially impacted by an incident Protect life and safety of impacted audience Operational response team need to respond to or acknowledge an incident Initiate repair and response for triggering incident Message Frequency Infrequent, as needed for emergencies Multiple times per day, with several updates per incident Workflow Flexibility Complete flexibility with access to multiple message templates, ability to build messages on the fly & manual contact selection Completely customizable guided workflows that assign required message content, information variables and distribution lists 8
Comparing Mass Notification & Incident Management Compliance Fit Usage Common Uses In their own words Mass Notification Low Tracking of communication statistics Incident Management Strong Tracking of all communications with logging, confirmation tracking, incident journaling and compliance reporting Unlimited for Emergencies (Domestic) Unlimited (Domestic) Disasters (flood/fire), Terrorist Events, Active Shooters, Severe Weather We use Mass Notification to protect the lives and safety of our employees and community members. Security Incidents, Network Services Outages, Organizing Response Teams, Scheduled Maintenance, Manufacturing issues, Compliance hazards We rely on Incident Management to accelerate our response to operational issues like everyday security incidents, broken machinery, and network outages. 9
Features and Functionality Ability to lock down forms and fields, messages, contacts and broadcast settings Keep templates in draft version until they re ready for use A single incident template can be assigned to one or multiple Roles Incidents can have multiple phases with different forms for each User can add Journal Entries to in-progress or closed incidents Edit the title of Incident after it s been launched Contact Conditions Sequenced Groups Scheduling* Everbridge Open* - Email ingestion and Response Subscriptions *premium options
Sample Use Cases Single phase DEEP spill response or PD Injury to Officer Two phases - Overtime call-out with Polling, Quota and Escalation Three phases - EOC/IMT activation Contact Conditions based on the severity of a HazMat or Wires Down incident Deployment of Special Teams, like Major Crimes, utilizing Scheduling with a weekly on-call rotation Notify contacts sequentially within a Utilities or Fire Marshal group Email ingestion for CAD dispatch
Everbridge CARES Internal Community of Practice Professional Services, Engineering, Support and Operations Expanding to include thought leaders in our customer community Recommendation drives refinement of offerings and product Awareness Programs and Collateral Quick Reference Guide Whitepapers and Private Webinars Business Cards and Luggage Tags Training and Certification Offering Customizable on-site workshop On-Line training available in Everbridge University (EBU) A certification program is available in EBU CARES: Best Practices for Notifications 12
Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com Contact Us: Everbridge marketing@everbridge.com 818-230-9700 #IncidentCommunications Use the Q&A function to submit your questions.
Thank you for joining us today! You may also be interested in: CASE STUDY Consistent, Error-Free Messaging for Public Safety Answering Points http://bit.ly/ DEMOTODAY http://bit.ly/ic4psap