As recovery efforts begin for victims of the Japan catastrophe, what elements of communication leadership can aid the restoration process? Has Japan’s limited communication created distrust towards authorities? Combining recovery efforts with intelligent communications can help in rebuilding public confidence amongst constituents. Join renowned crisis communication expert Dr. Robert Chandler as he reviews Japan's messaging oversights and the necessary communication steps for moving past the disaster.

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2. Japan Moving Forward:
5 Communication Priorities
Robert C. Chandler, Ph.D.
Director, Nicholson School of Communication

3. About Everbridge
• Leader in incident notification systems
• Fast-growing global company with
more than 1,500 clients in more
than 100 countries
• Serve the Global 2000, healthcare
systems, state and local government,
federal government, military, financial
services firms, and universities
• 100% focused on incident notification
solutions that merge technology
and expertise
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4. Agenda
Part 1: Presentation
• Japan Moving Forward: 5 Communication Priorities
Part 2: Q&A
4

5. Note:
Q&A slides are currently
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5

6. Japan Moving Forward:
Bracing for the 2010
5 Communication Priorities
Hurricane Season
Dr. Robert Chandler
University of Central Florida

7. Communication has changed over the last 66
years, the look of devastation remains the same

8. Atomic Bomb vs. Earthquake/Tsunami
2011 1945
1945 2011

9. Moving forward: Beyond media framing

10. From the States

11. In Japan

12. The perspective at the local level is very
different

13. Top 5 Communication Priorities
1. Optimal timing
2. Message content
3. Maintain control
4. Transparency
5. Optimal delivery channels

14. Optimal timing
• Multi-tiered disaster = multi-tiered timelines
• Waiting, causes anxiety
• Immediate response shows control
• Consistency to maintain confidence

15. Clear message content
• Multi-tiered disaster = multiple audiences
• Share recovery progress and goals
• Provide resources
• What’s next? Where do we go from here?

16. Maintain control
• Maintain information security
• Understand current rumors or media spin
• Display the facts, clearly
• Name authorities & official agencies

17. Transparency
• Commit to full transparency
• Highlight specific stakeholders
• Enforce trust, show empathy
• Provide timelines

18. Optimal delivery channels
• Designate a face or persona to
deliver communications
• Deliver high-volume communications
• Media can be a partner
• Be available for the media

19. Incident Notification
Marc Ladin
Chief Marketing Officer, Everbridge
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20. Going forward
• It is important is to ensure message consistency
in the delivery of the message to your audiences
• It is equally important to have your audiences
interpret the message the same way
• Improve confidence in media sources through
increased frequency – the opposite of their culture
• It is crucial to map your messages out in advance
of a crisis to ensure that you have validated them
for interpretation.

21. 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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22. Key evaluation criteria for an
incident notification system
• Experience and expertise
• Ease of use
• Ease of integration
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23. Missed anything?
Q&A Slides are currently
available on
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Use the
Q&A
function to
submit
your
questions.
23

24. Communication
Contact information resources
Upcoming webinars:
• System Demo (May 3)
www.everbridge.com/webinars
Robert C. Chandler, Ph.D. White papers, literature, case studies
rcchandl@mail.ucf.edu www.everbridge.com/resources
1.407.823.2681
Follow us:
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Marc Ladin facebook.com/everbridgeinc
youtube.com/user/everbridge
marc.ladin@everbridge.com
1.818.230.9700
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