after action report - everbridge · after action report: dr. robert chandler ph.d ... attempted...

5 Lessons Learned From the Events of 2013

After Action Report:

Dr. Robert ChandlerPh.D. , Director

Nicholson School of CommunicationUniversity of Central Florida

Bill Scerra

Learning Officer and Worldwide Best Practices

Everbridge

Agenda

• Review major crises and emergency events

• Strategies used

• Lessons learned

• Best practices going forward

• Q&A

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Housekeeping

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Bill Scerra


Everbridge

Robert C. Chandler, Ph.D.

Director


A Look Back at Major

Crises and Emergency

Events of 2013

Robert C. Chandler, Ph.D. Director


#CrisisComm

Types of Events

1. Mass Murder/Shootings

2. Terrorism

3. Natural Disasters

4. Product Safety Recalls

6

Mass Murders and Shootings

• December 2012 – Sandy Hook, Connecticut

• April – Belgorod, Belgorod Oblast, Russia

• June – Santa Monica, California

• July – Hialeah, Florida

Sadly 2013 was another year where emergency notification and crisis

communication professionals were put to the test with a number of significant

mass murder, attempted mass murder and mass shooting incidents both

domestically and abroad.

http://upload.wikimedia.org/

wikipedia/commons/4/46/P

olice_at_Sandy_Hook.PNG

http://media2.wptv.com//

Terrorism

• Boston Marathon Bombing

− April 2013

− Killed 3 people

• Including Manhunt shootings

− Injured 300

• Westgate Mall in Nairobi, Kenya

− Group of 4 self-identified al-shabaab Islamist

− Held Hostages

− Four day standoff

− Killed 72 people

− Close to 200 injured

− Mall Collapsed

8

http://news.bbcimg.co.uk/

http://i2.cdn.turner.com/

Terrorism: Foiled Terrorist Plots

• Toronto, Canada− April− Law enforcement intervened

• Stopped group that was going to destroy train rail to New York City

• Washington DC− April− Letter containing ricin (a poison)− Sent to president− Second letter sent in June

• Wichita Airport− December− Police arrest radical extremist− Planned on suicide bombing

the airport

9

http://en.wikipedia.org/wiki/2013_VIA_Rail_Canada_terrorism_plot

http://www.nytimes.com/2013/12/14/us/man-accused-of-airport-bombing-attempt-

in-kansas.html?_r=0

Natural Disasters: Earthquakes and Severe Weather

Atlantic hurricane season

• Unusually Mild

10

Some of the more devastating storms included:

• Hurricane Barbara (Mexico)

• Typhoon Haiyan (Philippines)

• Typhoon Phailin (India)

• Hurricane Manuel (Mexico)

• Hurricane Ingrid (Mexico)

Pacific hurricane/typhoon season

• Numerous powerful and

devastating storms.

2013 Season:

blogs.discovermagazine.com


11

• Borazjan

• Bushehr

• Laghman

• Lake Grassmere

• Lushan

• Narino

• Pakistan

• Seddon

2013 was also a year of damaging earthquakes

including:

• Sistan

• Baluchestan

• Solomon Islands

• Aceh

• Dingzi

• Nantou (two hit in

2013)

• Okhotsk Sea

earthquakes


Bohol earthquake

• Central Visayas (Philippines)

• Killed more than 220 people

• About 1000 people were injured

• Damaged about 75,000 buildings (almost 15,000 were totally destroyed).

• It was the deadliest earthquake in the Philippines in a quarter of the century.

12

www.ctvnews.ca

www.rappler.com

globalbalita.com


13

Typhoon Haiyan

• Struck the same region just three weeks later.

• Tens of thousands were still in temporary evacuation camps

• Disrupted earthquake relief efforts and communication even

further

en.wikipedia.org

darkroom.baltimoresun.comabcnews.go.com

usa.chinadaily.com.cn

Natural Disasters: Tornadoes

• 943 tornadoes reported in the U.S.

• 811 have been officially confirmed.

• Killed 111 people worldwide

• 53 in the U.S.

14

Year of the Tornado

www.ryot.org

agebb.missouri.edu


Hattiesburg, Mississippi Area (February)

• EF4 tornado

• 1 of 8 twisters that touched down in Mississippi and Alabama

• Destroyed many structures including schools

• Declared a federal disaster area – and − the issuance of a State of Emergency by Mississippi.

Moore, Oklahoma (May 20, 2013)

• EF5 twister (wind speeds up to 210 mph) that

• Killed 24 people and

• Injured almost 400 others

El Reno, Oklahoma (May 31)

• Widest tornado in recorded history struck southwest of Part of a large weather system

• Dozens of individual twisters over the preceding days

• Wind speeds in excess of 296 mph and a width of 2.6 miles wide

• Killed four “storm chasers,” the first known deaths for these weather watchers

15

Year of the Tornado


January

• First tornado swarm in 2013

• impacted vast portions of the U.S. Midwest and South.

May: 3 Separate Systems

• 1st swarm in Texas, Oklahoma, Louisiana and Alabama

• 2nd swarm in Oklahoma− One of the most costly storms in U.S. History

• 3rd swarm in Oklahoma, Kansas, Nebraska, Arkansas, Missouri, Illinois, Michigan and New York− 27 deaths

November

• Swarm hit Illinois− Deadliest storm− Most expensive storm− 73 individual tornadoes across the Midwest− 100 people were injured − 11 were killed

16

2013 also saw multiple tornado-swarm outbreaks with great regularity.

www.sott.net

Product Safety Recalls

• European Milk Recall− Reports of wide-spread contamination of

aflatoxins− Massive efforts used to notify consumers

and recall products− Major controversy from February to

March

• Fonterra Dairy− Massive product recall− Test Showed botulism bacteria in whey

base product− Sold to numerous 3rd parties for sports

drinks and infant formulas

• U.K. Meat Adulteration Scandal− Not yet wholly resolved− Food advertised as “beef” contained or

were completely horse meat− Other foods were substituted as well (e.g.

pork marketed as beef)

17

http://en.wikipedia.org/wiki/2013_aflatoxin_contamination

www.fwi.co.uk

Pandemic and All-Hazards Preparedness Reauthorization Act of 2013

• Amended the public health service act to extend, fund and improve

programs and requirements for programs and efforts destined to

prepare the U.S. in the event of a pandemic or other major health

threat.

18

• Intended for all-hazards

preparedness for key audiences:

− Communicating risk

− Public health

− Logistics

− Behavioral information

https://www.govtrack.us/congress/votes/113-2013/h24

Lessons Learned

1. Preparedness Remains King − Threats can come at anytime and anywhere − Be aware, informed and ready to communicate to the right

people at the right time and in the right way

19

www.madore.org

Lessons Learned

2. Continuous improvement − 2013 offers a template of incidents that should be used to test

and improve your plans and capabilities

− Response relies on effective and successful communication

− Test, don’t rest

− Innovate and improve

20

Consider the following questions:

• If these events or disruptions were to

befall you or your business or entity –

are you ready?

• Do you know your weak spots?

• What can you do to boost resilience

now for scenarios such as these?

*note:

Use of evolved usage of Tornado

emergency warning during the

Moore, OK tornado – see this

Wikipedia article about the new

evolved warning message

http://en.wikipedia.org/wiki/Tornado_emer

gency#Text_of_the_Moore_Tornado_Emerg

ency_from_May_20.2C_2013

d

http://en.wikipedia.org/wiki/Tornado_emergency#Text_of_the_Moore_Tornado_Emergency_from_May_20.2C_2013

Lessons Learned

3. Communicate Quality Information− Communicate understanding− Ensure comprehension − Give behavioral guidance

21www.residentialcare.org

Lessons Learned

4. Ensure Redundancy and Resilience − Communication plans need to have the ability to adapt to

changing variables− Plans need to scale to varying incident sizes− You can’t just have plan A, consider plan B’s and C’s

22 www.ageofarmour.com www.professionalresumewriters.net

Lessons Learned

5. Continue Education On the System

− Advance education, training and building core knowledge

PRIOR to an emergency event is important.

− Cannot expect to create such core knowledge on the spot

and on the fly – must begin communicating NOW to be able to

communication effectively THEN (WHEN).

23

Leveraging A Critical

Communication System

for Major Events

24

Bill Scerra


Everbridge

Create and Use Incident Templates

What events are relevant to you?

Preparedness Remains King


Who do you need to notify?





How will you notify them?





How will you notify them?

At what rate should you send your

broadcast



Message Templates

• Create messages prior to events

What should you

say?

How should you

say it?


Reporting

• Live-Reporting for

immediate response

• After Action Reporting

Reporting for Continuous Improvement

Use Social Media

• Everything happens

on social media first

now

• Get information from

Social Media

• Give and get

updates as they

happen instantly

31 Communicate Quality Information

Watch Incidents as They Happen

Using Threat View with

NC4

• See threats on a map

• Create alerts for threats

that are relevant and

affect you

• Detailed global

situational intelligence

from within the

Everbridge interface

offering man-made

threat insights and

natural disaster

warnings

32 Communicate Quality Information

Continuing Education on the System

Everbridge University provides 7x24,

training any place and any pace

• Courses are made up of short (10

minute or less) micro-learning

lessons

• Role or feature based training

• Can be combined with on site

customized training for a blended

learning experience

• Quizzes and product certification

courses are available

• Reporting for managers to

monitor team learning progress

Continue Education On the System

Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com

Use the Q&A function to submit your questions.

Contact Us:

[email protected]

#CrisisComm

mailto:[email protected]

Thank you for joining us today!

See Everbridge Critical Communication Platform in Action

Visit our blog to see upcoming webinars.

Everbridge Resources

On-Demand Webinars:www.everbridge.com/webinars

White papers, case studies and morewww.everbridge.com/resources

Follow us:

www.everbridge.com/blog

@everbridge

Linkedin

Thank you for joining us today!

See Everbridge Critical Communication Platform in Action

Visit our blog to see upcoming webinars.

Everbridge Resources

On-Demand Webinars:www.everbridge.com/webinars

White papers, case studies and morewww.everbridge.com/resources

Follow us:

www.everbridge.com/blog

@everbridge

Linkedin

Don’t Forget To Register For Our Upcoming Webinar:

Department Coordination Through

Critical Communication

after action report - everbridge · after action report: dr. robert chandler ph.d ... attempted...

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