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How to Fix 5 Common
Communication Challenges
Patrick Potter
eGRC Solutions Manager,
RSA, Archer
Imad Mouline
Chief Strategy Officer,
Everbridge
connect
blog.everbridge.com
@everbridge
Linkedin.com
Agenda
• Planning for the future of corporate global
communications
• 5 common communications challenges and
how to fix them
• Q&A
LinkedIn Member? Join our LinkedIn Everbridge
Incident Management Professionals Group
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Imad Mouline
Chief Strategy Officer,
Everbridge
Patrick Potter
eGRC Solutions Manager,
RSA, Archer
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Housekeeping
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questions.
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Evolving Communications in
Global 2000 Companies
– 83 million employees around the world generating $36 trillion
in revenues1
– “Social listening" will allow businesses to better understand
what their customers and employees need and want2
– 20% of employees worldwide will use social
networks as their main form of business
communication by 20143
– More smart devices will be used to access
the internet than traditional computers by 20143
“The employer will no longer define the workplace; rather, employees’ priorities and
preferences will dictate what the future workplace will look like, particularly now that
technology makes it easier than ever to design a variety of flexible arrangements.” 2
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Sources: 1 - Forbes, 2 – Ernst & Young, 3 – Gartner
What types of events do corporation plan for?
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Source: Everbridge Survey
Which events cause the MOST concern?
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Source: Everbridge Survey
Every type of event can have
communication challenges
1. Risk of human error and failed delivery
2. Difficulty reaching mobile and global workforces
3. Missing critical information
4. Leveraging existing investments for operational
communications
5. Building an efficient, collaborative and compliant
communications plan
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Challenge 1 - Human error and delivery issues
during critical communications
– Wrong people or teams sent critical messages
– Companies forced to limit “initiator” access
due to lack of controls
– Missing information or inconsistent message
format during critical events
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Be Prepared With Templates
Be prepared for crises and emergencies with broadcast templates
+ Eliminate errors and reduce anxiety
Each template defines
+ Ensure clarity
• What message is sent
• Who receives
+ Leverage best practices
•
How you want the message
delivered
Easily manage template library
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Target the Individual & Automate the Process
First Attempt
Alan

cell
CONFIRMED
Sue
work
Dave
text message
Phil
Janice

BlackBerry
email
CONFIRMED
8/1/08 10:02:56 AM
8/1/08 10:02:03 AM
Second Attempt
work
cell

CONFIRMED
BlackBerry
cell
work
8/1/08 10:03:35 AM
Third Attempt
text message

email
NO RESPONSE
Re-send?
instant message
PDA

pager
NO RESPONSE
Re-send?
Automate Severe Weather Notifications
+ Deliver the right alert to employees automatically or select
targets using GIS maps and shapes
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Challenge 2 - Difficulty communicating with
global workforces that are increasingly mobile
– Employees are increasingly
remote or on the move and not
at their desk/office phone
– In some areas, overseas
communications can be
unreliable and poor quality
– International delivery is costly
– Meeting compliance
requirements can force suboptimal delivery options
CFOs at Fortune 500 Companies
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Choose a global provider with multiple
local presences & strong mobile capabilities
+ Meet regulatory requirements
with localized contact data
storage
+ Localize call origination to:
– Lower costs
73.6%
agree that you
should include
mobile devices
in your crisis/
event planning
– Improve call quality
– Improve call/sms acceptance
+ Plan for and optimize for mobile
delivery that includes voice, sms
& push notifications
Source: Everbridge Survey
56.5 %
agree that using
landline phones
to reach people
during a crisis is
NOT reliable
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Real-time interactive responses ‘On the Go’
Expedite communications across land lines and multiple types of mobile devices
Capture detailed responses with geographic info and photos from recipients
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‘On the Go’ communications management
74.4% of incident & emergency managers agreed that the ability to
manage communications using mobile devices is a requirement
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Source: Everbridge Survey
Challenge 3 - Trouble seeing & sharing
all the available information
– Management & employees
learning about events from social
media and press before official
communications
– Lost productivity and missed
information because employees
manually monitor information
sources
– Multiple systems used for
information gathering and message
sending
Source: Everbridge Survey
34.4% of companies
have learned about
an incident from
social media before
an official
communication
was sent
72.2% of companies
have found helpful
and / or surprising
information on
social media
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Monitor. Analyze. Notify available information
MONITOR Relevant Inputs:
+
+
+
+
Social media sources
Internal systems & data feeds
Weather events
Intel from “boots on the ground”
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Social media intelligence in action
+ Large protests disrupt day to
day corporate operations
+ Key senior management
targeted
+ Protest locations vary day by
day
+ Need to reroute employees to
alternate locations
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Challenge 4 – How do you make
communications “business as usual”
– Getting people to follow the process. Who’s missing? Why do I
need to follow your process?
– Disconnected solutions and approaches. Who’s doing what?
Who’s using any tools, processes and approaches? Who’s not
doing anything?
– How do I bring it all together? What’s my end goal?
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Get everyone on board
+ Automate what you can. Coordinate your communications
technologies and processes with your emergency and
event communications
+ Figure out how people communicate best and what they
pay attention to
+ One toolset increases efficiency and
effectiveness. Train and test, train and
test…
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One approach increases efficiency and
effectiveness
+ People communicate one way during
normal conditions but an entirely
different way under crisis conditions
+ If they aren’t used to an automated
communication tool, they don’t know
where to go for information or how to
communicate
+ People also need to communicate with
each other
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Challenge 5 – Coordinating with your GRC
program, approaches and processes
– Moving beyond traditional security management to
include policy management, audit and compliance
– Meeting compliance and reporting requirements
when communicating
– Not having enough
organizational awareness &
prioritization
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Prioritize and Coordinate
+ Understand what related GRC processes exist, such as
incident, risk, compliance and other GRC processes
+ Understand how they communicate within these
processes
+ Bring it together where you can
+ Regular testing and feedback – understand what’s working
and what’s not and fix it
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Be on the offensive
+ Different groups are involved (IT – Incident Management,
ERM – Risk Management, etc.)
+ Conditions are reactive – be proactive
+ Concentrate on prevention versus mitigation
+ Testing is never realistic or done often enough
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Global Communications Readiness Checklist
1.
2.
3.
4.
5.
6.
Can I standardize the format and delivery channels for critical messages?
Can I use the same system for crisis and day to day communications?
Can I automate the delivery of certain types of messages based on a trigger?
Can I reliably establish redundant two-way real-time communications with
employees and key partners?
Can I communicate with employees while I am on the go using a mobile
device or tablet?
Can I use local call origination oversees to better reach global employees?
7.
8.
Can I aggregate situational intelligence including
social media and internal data feeds to make better
decisions about who and what to communicate?
Can I use an integrated toolset to cover security
management, policy management, and address
audit and compliance issues?
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The Everbridge Suite
Elastic Infrastructure • Advanced Mobility • Reporting & Analytics
Adaptive People & Resource Mapping • Enhanced Data Management
1,000+ Organizations
30M+ Members
100M+ Messages/Year
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Q&A
Note:
Presentation slides are available on our
blog at blog.everbridge.com
Use the Q&A
function to
submit your
questions.
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Image attribution
http://www.ey.com/GL/en/Issues/Business-environment/Six-global-trends-shaping-the-business-world---Demographic-shiftstransform-the-global-workforce
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