1. Ten Years After 9/11: Lesson
Learned in Crisis Communication
Robert C. Chandler, Ph.D.
Director, Nicholson School of Communication

2. About Everbridge
• The Global Leader in incident
notification systems
• Fast-growing global company with
more than 1,500 clients operating in
more than 100 countries
• Serve the Global 2000 enterprise,
corporations, healthcare systems,
state and local governments, federal
government, military, financial services
firms, and universities
• 100% focused on incident notification
solutions that merge technology
and expertise
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3. Agenda
Part 1: Presentation
• The impact of 9/11 on the US
• Lessons learned from 9/11
• The current state of crisis
communication preparedness
• Gaps between planning and
preparedness that still exist today
Part 2: Q&A
3

4. Ten Years After 9/11:
Lesson Learned in Crisis
BracingCommunication
for the 2010
Hurricane Season
Dr. Robert Chandler
University of Central Florida

5. The Decade of Disaster

6. The Decade of Personalized Technology

7. Overall, Communication Has
Changed in the Past 10 Years

8. Mobile Circa 2001
PilotTM | PDAs
Laptops
GSM Phones
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9. Mobile Today
SidekickTM | BlackberryTM | PilotTM | PDAs
Netbooks | Notebooks | Laptops
Smartphones | Mobile Phones
Media Players | iPodTM | ZuneTM | ArchosTM
eBook Readers | NookTM | KindleTM
Tablets | iPadTM | StreakTM | IdeaPadTM
Handheld Gaming | Nintendo DSTM | PSPTM
9

10. Mobile Computing Power
% Increase in
25 Years
6,150% Processor
8,000% Memory
PDP-11
iPhone 4
16 MHz Processor
1 GHz Processor
4 MB Memory
32 GB Memory

11. Ushering in a More Connected World
2011 1945
2011

12. Still Encouraging Enhanced Media
Framing – Both Broadcast & Print

13. Modern Media Has It’s Impact on Disasters

14. Modern Media Has It’s Impact on Disasters

15. Modern Media Has It’s Impact on Disasters

16. So, the Challenge Remains…

17. Communication in a Post 9/11 World
Facing the Challenges
• Communication layers
• Regulation changes
• Human factors
• Constituent
expectations

18. 9/11 Commission Report – Then vs. Now
THEN NOW
• Most federal agencies • News now breaks over the
learned about the crash in web, on Twitter, and other
New York from CNN social media sites
• None of the FAA and White • Notification technology now
House teleconferences before allows the right people to be
10am included the right contacted & brought together
people immediately
• 911 Call Centers in New York • Alternate and multiple means
were found to be lacking of communication are now
used in emergencies

19. Audience poll
Which of the following changes do you consider
to be the most significant since 9/11?
О Homeland security
О Travel security
О Smartphone technology
О Social media
О Emergency notification systems

20. Audience Results

21. Concerns with Multi-Layered Communications
• Reach
• Control
• Variability

22. Regulation Changes
• PL 110-53: which includes ‘‘Implementing
Recommendations of the 9/11 Commission Act
of 2007” and ‘‘Improving Emergency
Communications Act of 2007.’’
• 9/11 Commissioner Report
• Certifications & Standards

23. Federal Changes with Private Sector Impact
• The establishment of Ready.gov.
• Voluntary Private Sector Preparedness
Accreditation and Certification Program (PS-Prep)

24. Challenges with Human Factors
• Are they listening?
• Audience adoption &
acceptance of technology
• Internal challenges

25. Constituent Expectations
• Notification expectations
• Speed and instructional
content
• Individualism to
Dependency
• Personalize ‘my’
remedy for me

26. 9/11 Thoughts: Leadership
THEN NOW
• President Bush made the • How your leaders appear to
decision to continue reading react to a crisis affects brand
to the children as he was image, constituent reaction,
being briefed about 9/11. and how watchers perceive
• Was this the wrong way to the crisis.
appear in the face of an
impending crisis?

27. 9/11 Thoughts: Preparedness
THEN NOW
• Gregor Bailar, then chief • It is important that your
information officer of Nasdaq, emergency response
commented, “People will have strategies include
to look very carefully at their communication components
backup strategies and see (and not just backup data
whether they can centers).
communicate with everybody • Prepared messages
easily, whether [critical data]
• Social media communication
are stored in that same
channels
building that could experience
[a] disaster.” • Work-from-home policies
• Leveraging the power of the
internet

28. 9/11 Thoughts on Preparedness
THEN NOW
• Robert Zito, the executive • Preparedness is the
vice president of watchword now. Are we
communications for the New prepared? And what are
York Stock Exchange after prepared for?
9/11 noted, ‘‘Until the crisis • If you are ready for a
comes, in whatever form, 9/11 NOW, then you are
you don’t really understand unprepared for the next
how valuable all the emergency, whatever it
preparation was.’’ will be.
• Are your plans thoroughly
tested?
• Are you conducting
complex drills?

29. Old School vs. New School
• Which school are you?

30. Incident Notification
Marc Ladin
Chief Marketing Officer, Everbridge
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31. Incident Notification Solutions Address
Common Communication Challenges
• Communicate quickly, easily, and • Reduce miscommunications and
efficiently with large numbers of control rumors with accurate,
people in minutes, not hours, making consistent messages
sure that the lines of communication
are open
• Satisfy regulatory requirements
• Receive feedback from your with extensive and complete
messages by using polling reporting of communication attempts
capabilities and two-way acknowledgements
from recipients
• Ensure two-way communications
to get feedback from message • Deliver refined, prepared , timed
receivers messages to each pre-designated
audience group, by scenario
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32. Key Evaluation Criteria for an Incident
Notification System
• Experience and expertise
• Ease of use
• Ability to reach all contact paths,
including voice, email, native SMS
(over SMPP and SMTP), IM, and more
• Ease of integration
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33. Contact Information Communication
Resources
Upcoming webinars:
Business Case Demo (October 6)
Robert C. Chandler, Ph.D. www.everbridge.com/webinars
Robert.Chandler@ucf.edu White papers, literature, case studies
www.everbridge.com/resources
1.407.823.2683
Follow us:
blog.everbridge.com
Marc Ladin twitter.com/everbridge
facebook.com/everbridgeinc
marc.ladin@everbridge.com
1.818.230.9700
Reminder
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to register your credit.
Item Number (Schedule II): 26.3
Activity Group: A
1 Point for each webinar