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Sudden Disaster: An Insight on

Japan’s State of Emergency

Robert C. Chandler, Ph.D.Director, Nicholson School of Communication

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Part 1: Presentation

• Crisis Within A Crisis

• Effectiveness of Communication

• Considerations In Your Planning

Agenda

Part 2: Q&A

4

Bracing for the 2010

Hurricane Season

Sudden Disaster: An

Insight on Japan’s State

of Emergency

Dr. Robert ChandlerDr. Robert ChandlerUniversity of Central Florida

A Picture Is Worth A Thousand Words…

...And Raises Questions

�How prepared are we?

�Could this happen to us?

�Can we be better prepared?

�What’s next?

A Perspective From The Press

“Never has postwar Japan needed strong,

assertive leadership more — and never has its

weak, rudderless system of governing been so

clearly exposed.”

‘Dearth of Candor From Japan’s Leadership’

Keith Bradsher ,William J. Broad, and Mark McDonald

New York Times

March 16, 2011

The Crisis Within A Crisis

The Evolution of Japan’s Sudden Disaster

• 9.0-Magnitude earthquake shakes Japan

• Triggers tsunami waves through Pacific

• Pressure generates nuclear activity amongst plants• Pressure generates nuclear activity amongst plants

• Disaster impacts production of today, Supply chain of

tomorrow

• Concerns over food supply

The Crisis Within A Crisis

The Human Effect of Japan’s Disaster

• Public’s response to earthquake

• Growing number of homeless, shelter-seekers

• Human exposure to radiation in oxygen• Human exposure to radiation in oxygen

• Cold weather & flooded areas

• Shortage in food & necessities

• Massive death toll

The Crisis Within A Crisis

Large Scale Emergencies, And Their Severity

• Cascading failures

• Needed messaging & Recovery plans for multiple

disastersdisasters

• Multiple dimensions, Different communication needs

Effectiveness of Communication

Higher Expectations

• Public expects more from government agencies

• Transparency & responsibility to communicate

• Communication through emergency lifecycle

• Timely, relevant, targeted and understandable

communication

Effectiveness of Communication

Critical Mass Notification, Lack of Adoption

• ‘J-Alert’ satellite-based notification serving Japan

• Launched in February 2007, minimal testing

• Government initial goal; by 2009, 80% coverage• Government initial goal; by 2009, 80% coverage

• By 2011, only 36% will be covered

Effectiveness of Communication

Sharp Criticism

• Japanese Government has shown ‘Lack of Candor’

• Desensitizing severity of nuclear debacle

• Overall concern over ‘slowness’ to sending supplies to • Overall concern over ‘slowness’ to sending supplies to

Northern Japan

Considerations In Your Planning

Adding Agility To Your Response Plans

• Plan for on-going dialogue with the people we protect

• Information needs change as crisis develops

• Utilize multiple channels for specific areas of impact

• Train your organization on ‘how’ to & ‘when’ to

communicate

Considerations In Your Planning

Prepare for the Six-Stages of a Crisis

1. Warning

2. Risk Assessment

3. Response

4. Management

5. Resolution

6. Recovery

Considerations Going Forward

• All too frequently there is a lack of adequate advance

planning and preparedness to communicate effective

messages – or even understanding that various types of

message options exist.

• Most leaders provide little training in what to say that • Most leaders provide little training in what to say that

best protects their image or helps repair it when it has

been tarnished.

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Crafting Your Message

Communication activities involved in responding to a

reputation damaging crisis or emergency include

determining:

• Optimal timing • Optimal timing

• Message or thematic priorities

• Specific messages to be conveyed to the public and media

• Specific messages to be conveyed to targeted individuals

• Source(s) of messages

• Priorities for communication

• Optimal delivery channels

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Incident Notification

Marc LadinMarc LadinChief Marketing Officer, Everbridge

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• Leader in incident notification systems

• Fast-growing global company with

more than 1,000 clients in more

than 100 countries

• Serve the Global 2000, healthcare

systems, state and local government,

federal government, military, financial

services firms, and universities

About Everbridge

services firms, and universities

• 100% focused on incident notification

solutions that merge technology

and expertise

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Incident notification solutions address common communication challenges

• Communicate quickly, easily, and efficiently with large numbers of

people in minutes, not hours, making

sure that the lines of communication

are open

• Reduce miscommunications and control rumors with accurate,

consistent messages

• Satisfy regulatory requirements• Receive feedback from your

messages by using polling

capabilities

• Ensure two-way communicationsto get feedback from message

receivers

• Satisfy regulatory requirementswith extensive and complete

reporting of communication attempts

and two-way acknowledgements

from recipients

• Deliver refined, prepared , timedmessages to each pre-designated

audience group, by scenario

21

Key evaluation criteria for an incident notification system

• Experience and expertise

• Ease of use

• Ease of integration

22

• Ease of integration

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Tomorrow’s Session

March 24, 2011 | 10:00am Pacific Time

Join Dr. Robert Chandler for

‘Communicating During the Six Stages of a Crisis’

Register today! Visit www.everbridge.com

Meet Dr. Chandler and be entered

to win a signed copy of his latest

book Emergency Notification DRJ’s Spring World 2011March 27-30 |Orlando, FLhttp://www.drj.com/springworld/conference

Visit EverbridgeBooth 608Monday, March 28th

3:00pm – 3:30pm

Booth | 608Monday, March 28th

3:00pm -3:30pm

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Contact information

Robert C. Chandler, Ph.D.rcchandl@mail.ucf.edu

1.407.823.2681

Marc Ladinmarc.ladin@everbridge.com

Communication

resources

Upcoming webinars:

• System Demo (April 5)

www.everbridge.com/webinars

White papers, literature, case studies

www.everbridge.com/resources

Follow us:

blog.everbridge.com

twitter.com/everbridge

facebook.com/everbridgeinc

youtube.com/user/everbridgemarc.ladin@everbridge.com

1.818.230.9700

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ReminderEverbridge Insights webinars qualify for Continuing Education Activity Points (CEAPs) for DRII certifications. Visit www.drii.orgto register your credit.

Item Number (Schedule II): 26.3Activity Group: A1 Point for each webinar