Meeting Beating the Resilience Challenge Through Unified Critical Communications

Trends in Emergency Communications17 November 2016

2

Who We Are

(1) As of June 30, 2015.(2) As of September 19, 2015.

~

(1)

(2)

3

Agenda

The BCI EmergencyCommunications Survey

Critical Communications:

Best Practices

Critical Communications:Outcomes by the Numbers

Critical Incident Communications:Optimization techniques

Takeaways1

2

3

4

5

44

Respondents Countries

2015 BCI Emergency Communications Survey

GoalUnderstand global emergency communications planning and processes

467 67

5

Have A Plan!

6

Cover The Basics

Have A Plan

Type

Business Continuity

Vs.Crisis

ManagementVs.

Disaster Recovery

Cause

Natural Disasters

Vs.Man-Made

Vs.Technology Failures

Predictability

“Routine” Emergenci

esVs.

Crisis Emergenci

es

Scope

ContainedVs.

Widespread

7

Have A Plan To Communicate Through All Phases

• Active threat timelines are quick• After-event response may 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,

RecoveryAftermath

Incident Response Plan

8

Have A Plan To Communicate With All Stakeholders

Cyber attack leading to data breach

9

Plan For Inside And Outside Your Walls

10

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

11

Communication in a Global, Dynamic World

Multi-modal messaging is the ONLY way to increase

delivery & response success

12

Insist on feedback!

13

Why the Confirmation Rate is Critical

•Best way to determine if recipients received the message•Drives behavior via conditioning (know they will be contacted again)•Minimizes impact to system (once confirmed, stop sending)•Won’t mistake new messages for additional contact attempts

14

Optimize for Early Message Delivery

Optimizing the 1st attempt drives the best confirmation rate regardless of the number of attempts.

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 250%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Percentage of Confirmations Completed by Attempt

Total Confirmations

Best Practices

• Use Most Efficient Paths First Text over voice based paths Text 1st attempt confirmation 4X higher Minimizes voice infrastructure impact

• Maximize the 1st Confirmation Rate Over 1/2 of confirmations occur during 1st

attempt Approximately 90% of confirmations occur

by the 3rd attempt

15

Embrace the Importance of Multimodal Communication

Contacting recipients over multiple contact paths drives the highest confirmation rate.

Best Practices

More paths = higher confirmation 79% higher using multimodal Results are same across verticals Financials show greatest lift

Corporations Education Energy/Utilities Financial Services Health Care0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

Confirmation Rate by Vertical & Unique Path

Single Path Multiple Paths

1 Path 2 Paths 3 Paths0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

Confirmation Rate

16

Encourage Users to Set Contact Preferences

Allowing users to set their preferred contact paths increases response rates

Corpo-rations

Health Care

Financial Services

Education Energy/Utilities

0

200000

400000

600000

800000

1000000

1200000

1400000

1600000

1800000

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

Default Contacts User Pref ContactsDefault Conf User Pref Conf

Best Practices

• Enable user preferences Allow users to set preferred paths Best way to contact them Psychological aspect of being involved &

invested in the process

• Effect on confirmation rate Overall confirmation is 44% higher Healthcare = 67% higher Financial Services = 32% higher

17

Multimodal + User Preferences

Higher confirmation rates occur when multiple contact paths are used and user preferences are enabled. Using more than 3 paths is ideal.

1 Path 2 Paths 3 Paths 4 Paths 5 Paths 6 Paths0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

50.0%

Default User Pref

Best Practices

• Multimodal + user preferences Using both is optimal > 3 paths is ideal

• Effect on confirmation rate 4 paths = 26.6% 5 paths = 28.1% 6 paths = 45.8%

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> 3 Paths + User Preferences: Best Configuration

Customers with user preferences enabled who use e-mail, SMS, voice, and smartphone push notifications have higher confirmation rates.

Combination of Email, Sms, Phone and Mobile Member

Other26.0%

27.0%28.0%29.0%30.0%31.0%32.0%33.0%34.0%35.0%36.0%

34.8%

29.5%

User Preference Enabled Broadcasts with >3 Paths

Best Practices

Best target configuration User preferences enabled E-mail, SMS, Phone, Push Notification is best

combination

19

Understanding the Three Types of Notifications

Polling

Q: Are you safe?1) Yes 2) No 3) Doesn’t Apply

Quota-based

Q: Can you work this shift?1) Yes 2) No 3) Doesn’t Apply

Two-way Notifications

• Notification

• Request for information

• Select response from options

• Same as polling

• Send until quota met

Standard Notification

− Contacts can confirm receipt of message

Polling Notification (Two-way)

− Notification with request for information

− Presents recipient with options for response

− Response = confirmation

Quota-based Notification (Two-way)− Same as polling notification

− Message sent until preset quota is met

− E.g., number of employees needed to fill a shift

Standard Notification

• Notification

• Confirm receipt of info

Respond with “YES” to confirm receipt of message

Standard Notifications

20

Using Two-way Notifications Boosts Confirmation

Using explicit two-way notifications results in 2x better confirmation rates.

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Better communication model Increases recipient engagement Move from passive to active information exchange

with contacts 2X better confirmation rate Two-way (52.9%) vs. Standard (22.9%)

Two-way Standard

52.9%

22.9%

Two-way Standard

49.6%

26.6%

Confirmation Rates For All Customers

Confirmation Rates Where Customers Sent Both Notification Types

21

Use Concise Messages for Standard Notifications

For standard notifications, use concise messages of 94 characters or fewer.

Standard notifications Low-text content produces higher confirmation

rates than high-text content

Two-way notifications Low-text content produces similar confirmation

rates as high-text content

Confirmation Rates

Standard (Low)

Standard (High)

Two-way (Low)

Two-way (High)

25.5%22.4%

52.9%52.8%

22

Two-way Notifications: 3 Response Options is Optimal

When creating two-way notifications, provide 3 response options for best response rates.• Using 3 options is optimal

3 options = 62.6% For Yes / No two-way notifications, adding a 3rd option for

Doesn’t apply to me can encourage recipients to confirm vs. not replying to message at all.

• Using more or less than 3 options is suboptimal 4 or more response options = 49.6% 2 or fewer response options = 48.3%

Confirmation Rates (Two-way Notifications)

3 Options 4 or More Options 2 or Fewer Options

62.6%

49.6% 48.3%

23

Summary

1. Optimize for early message delivery

2. Use multimodal delivery paths

3. Allow users to set their contact preferences

4. Using both is best

5. Use concise messages

6. Use polling for highest confirmation rates

THANK YOU

Andreas DeliandreadisSenior Director Sales, EMEA, EverbridgeAndreas.deliandreadis@everbridge.com