Crisis Alerts - Customer Success Series
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The document outlines a workshop focused on using SnapComms alerts for crisis management, emphasizing the importance of preparation and effective communication in critical situations. It highlights the need for companies to be proactive and tailored in their crisis messaging, using visual cues and appropriate targeting. The session aims to equip participants with practical tools for setting up and testing alerts, including a quick publish feature to enhance communication efficiency during emergencies.
Crisis Alerts - Customer Success Series
- 1. Are you ready for the unexpected? Successful use of SnapComms Alerts in crisis situations Administrator workshop - Tuesday, April 5, 2016
- 2. SnapComms Over 1.1 million users Over 400+ customers in 45+ countries Used by Fortune 50 companies Enterprise platform, global usage Premium service and support
- 3. Please meet our team Paula Cassin Customer Success, Best Practice linkedin.com/in/paulacassin [email protected] Kim Cooper Head of Customer Support www.linkedin.com/in/kim-cooper-5909b832 [email protected] Philip Nunn Operations & Channel Development https://nz.linkedin.com/in/philipnunn [email protected]
- 4. Our goals for this session Working session – your participation requested Greater understanding of what’s possible with SnapComms Confidence to prepare, test and use SnapComms Provide practical takeaways you can use NOW
- 5. Agenda… DEFINE SET UP ALERT SET UP QUICK PUBLISH TEST, TEST, TEST ADJUST REVISIT
- 6. Define Crisis What are we talking about, really… DEFINE
- 7. Crises are any ‘critical incident’ that threatens the value and reputation of a company – and increasingly its survival. “…a company can expect a value-destroying incident at least once every five years.” It’s no longer a case of “if it happens” but “when it happens”. https://www2.deloitte.com/au/en/pages/risk/articles/a-crisis-of-confidence.html What’s a crisis?
- 8. Companies are under-prepared A major study from Deloitte looked at the beliefs of board members when it comes to crisis preparedness: 76% of board members believe their companies would respond effectively if a crisis struck tomorrow, but only 49% have taken steps to be truly crisis-ready. Only 50% have evaluated key crisis scenarios or done a basic SWOT evaluation. Only 43% have evaluated worst-case scenarios. http://www2.deloitte.com/global/en/pages/risk/articles/a-crisis-of-confidence.html
- 9. Define Your Crisis Scenarios • What exists already? • Crisis, contingency plans • Disaster recovery plans • Which scenarios are most important for you right now? Engage your colleagues and build on existing plans
- 10. Four crisis categories • Danger/Hazard • Weather/Situational • Major Announcement (good or bad) • Outage PICK ONE TO DO NOW Post in the chat window if you are happy to share
- 12. • Visual • Fast • Targeted • Impactful • Measureable SnapComms Alerts for Crises
- 13. Questions for you - • Do you use SnapComms now for crisis messaging? • If not, what do you use for critical messages?
- 14. • Prepare SnapComms Alerts now to ensure: • Speedy delivery • Coherent communication • Accessibility (Be a hero when the time comes) Crisis incident:
- 15. Alert settings for crises A comprehensive Alert user guide is here for you Who - target audience What – your message/instructions How – delivery, display options Admin – Best Practice
- 17. Who is your target audience? • Target the right people for the incident. • Leverage Target Users Options • Whole Organization • Divisions, depts, teams • Application user groups (i.e. SAP users) • Location - machine groups • Try to avoid Manual Groups Targeting options – detailed user guide is here
- 18. • Keep it simple • What should they do? • Reassure • Show empathy • Point to resources What – your message content
- 19. Make them easy to absorb • Avoid scrolling text! • Give visual cues • Color code your templates Red = severe Yellow = critical Green = all clear Corporate = important What – your message visuals
- 20. How - Display settings – Advanced Tab Match the level of interruption and size of display to the importance of your crisis alert.
- 21. • Make templates EASY TO FIND • Folders, Bookmarks, Details field • Set up Admin Access • Back up Admins • Bookmark a good landing page! • Choose your publish method • Resend – overwrite existing message, publish • Copy/Send – easier management, BUT more steps • Create from scratch – takes time • Quick Publish (new) Administrator tips…be fully ready
- 22. Using Quick Publish Fast Communication at Short Notice Publish content to targeted users in as little as 3 clicks Q.P.
- 23. Question • Have you heard of Quick Publish? • Do you use Quick Publish?
- 24. Pre-set the display, message framework, target dates, target users, level of cut through. REDUCE TO 3 STEPS: Click your Quick Publish template Update the Message SEND Save time, reduce errors, ensure consistency What is Quick Publish? Click for detailed Quick Publish user guide
- 26. 1. Turn an Existing Alert into a Template 2. Control who can use the Template 3. Control what they can do with the Template = QUICK Quick Publish Click for detailed Quick Publish user guide
- 27. Quick Publish Administrators TIP: Have SEVERAL Admins able to Quick Publish, not just one! To Authorize, go to: Management >Administrators >General Tab
- 28. • Bookmark Quick Publish • This makes it the first page you’ll see at login • If possible, set up Admin access from your mobile phone • If you’re away from the office or your desk • Bookmark your SnapComms Content Manager in your browser • Ensure you know your password Administrator Tips:
- 29. Add ons available: • Quick Publish • Mobile app/push notifications • Digital signage extension • Send to SMS • Send to email • API integration with other systems
- 30. Test, Adjust, Revisit… (we’re not done just yet) Test Adjust Revisit
- 31. • To yourself • Visual display • To a group • Feedback on content • To your audience • Emergency Drill • Well publicized, expected • Ask for feedback Test, test, test
- 32. • What was confusing? • What was missing • Were there unintended consequences? Update your plan, message, and/or Alert templates accordingly.. Adjust
- 33. • Schedule your next review and future tests • Update logos? • Update lists/locations/target audience? • Update links? • Add anticipated scenarios as you go • Schedule Admin training esp. for back up people who don’t use frequently. Keep it alive, keep it relevant... Revisit
- 34. Checklist o Define your crisis scenario o Define situations and messages o Prioritize in order of importance o Prepare SnapComms Alerts o Message content, parameters o Set up Quick Publish o Delivery insurance – back up Admins, mobile o Test, test, test o Adjust o Repeat for the next message type
- 35. Agenda… DEFINE SET UP ALERT SET UP QUICK PUBLISH TEST, TEST, TEST ADJUST REVISIT
- 36. Questions?
- 37. “Do not wait; the time will never be ‘just right.’ Start with whatever tools you may have at your command…” Napoleon Hill Thank You
- 38. Right Message, Right Place, Right Time. Every Time.
Editor's Notes
- #2: Cover Page
- #3: So who is SnapComms? We've got over 1.1 million users now and 350 customers in 45 countries. The majority of our revenues come from overseas because we target large corporates and 60% of that is in the USA. We're in 42 countries and we have currently 40 staff but that's climbing all the time. We have offices in Auckland, London and LA. The company is privately held and we're intentionally bootstrapped, we grow from customer revenues and evolve our product based on customer feedback and we believe that’s the way it should be.
- #13: PAUSE here, trigger the alert to show on my screen over Powerpoint full screen. Then Spend 2 mins in Content Manager, showing what an alert is.
- #20: The visual aspects of what you send is so important – is your eye drawn to the most important info? Does the template frame and branding match your message? Take a cue from hospitals who use color codes – Code Pink, Code Blue, Code Orange – to notify staff about anything from a missing patient, a major disaster, a health hazard…The simplest is traffic light color code, Red for emergency, yellow or orange for critical, and green for all clear, back to normal…
- #21: SHOW FULL SCREEN EXAMPLE HERE… EVACUATION.
- #22: SHOW publish methods in CM?
- #25: Built
- #37: (Indicating that we will now go forward and run through a demonstration of the tools)
- #39: Cover Page