1. Best Practices for Emergency Notification
Featuring The Private Bank
Jeneen Townsend, MBCI
Associate Managing Director, The Private Bank & Trust Company
Keith Tyndall
Director Product Marketing, Everbridge

2. About Everbridge
• Everbridge empowers better decisions with
interactive communications throughout the
incident lifecycle to protect your most important
assets
• Recognized in the 2012 Gartner Magic
Quadrant on Emergency / Mass Notification as
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a Leader in the industry
• Everbridge helps more than 30 million people
communicate in a crisis and connect on a daily
basis.
• The company’s notification platform is backed
by an elastic infrastructure model that delivers
near i fi it scale, advanced mobile
infinite l d d bil
connectivity, and real-time reporting and
analytics.
• More than 1 000 organizations in over 100
1,000
countries rely on Everbridge for their
emergency needs
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3. Agenda
Agenda
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Part 1: Presentation
• Notification process best practices of The Private Bank
• How to train your staff on what to expect during an
emergency
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• The importance of updating personnel data
• How to improve adoption by mapping communications to
p p y pp g
your organizational structure
Part 2: Q&A
Are you on Twitter? Follow us at @everbridge and
tweet insights with your friends during the webinar
using the hashtag #everbridge
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4. Q&A
Note:
Presentation slides are available on our blog
at Blog everbridge com
Blog.everbridge.com
Use the
Q&A
function to
submit your
b it
questions.
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5. Jeneen Townsend, MBCI
Associate Managing Director
The Private Bank & Trust Company
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6. About Our Organization
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7. About Our Organization
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8. Presentation Overview
• Concerns • Creation of Business
• Relationship Continuity Communications
• Decision Making Committee
• Conception • Creating Scenario Based
Scripts
• Implementation
• Expectations
• Incident Occurs
• Lessons Learned
• Unexpected Blessing
• Best Practices
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9. Concerns
History:
• At approximately 5:00 p.m. on October 17, 2003, a fire began in
a storage closet on the 12th floor of a Cook County
Administration Building in Chicago
• No Fire Safety Director personnel at the building, the building
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engineer decided to evacuate
• Emergency Voice/Alarm Communications (EVAC) system was
activated, informing personnel they should evacuate
• The Chicago Fire Department (CFD) was called and began
fighting the fire from the southeast stairway on the 12th floor
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10. Relationship
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And so the story begins…
• Relationship began in
late 2008
• Tool turned over to BC
Coordinator in
C di t i early 2009
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11. Decision Making
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• The Organization grows from 250 employees to 800
employees almost overnight
• Review of Communication Plans demonstrates a large gap
in
i our DR planning efforts
l i ff t
• Current method will take hours to implement based upon #’s
• It becomes crystall clear th t an Automated Alert system is
b t l that A t t d Al t t i
needed to reach staff quickly and efficiently
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12. Decision Making
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• Everbridge (formerly 3N) was
chosen
• This decision was based upon a
need to not only send information
via Automated Alerts but also to
provide us with the ability to
receive information back
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13. Conception
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• The Organization prepares for the new Automated Alert
system
 Everbridge offers classes
 BC C
C Coordinator is made the Application Administrator
 Application Administrator takes all of the appropriate classes
and designs the upload file
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14. Conception
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• Decision making is based upon Methods of Contact
 Work Phone
 Home Phone
 Mobile Device
 SMS for Mobile Device (for text messages)
 Work e-mail address
e mail
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15. Conception
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• Groups were created for specific Teams based upon Roles
 BC Planners
 Safe Meeting Place Wardens
 Emergency Response Team
 Business Resumption Team Tier 1
 Business Resumption Team Tier 2
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16. Conception
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• Attributes are created based upon plans for ad hoc filtering
 Organization
 Location Building
 Floor
 Officer Level
 Profit Center information was originally included; however later
however,
deleted
 This information is stored within the Business Continuity planning
application and is easier to maintain in one location
 Is not necessary for filtering within this tool
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17. Implementation
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• Process is created for HR to provide data dump from the
ADP system
 This is done every 1 to 2 weeks
 Process is manual with CSV file uploads
 ADP content is not considered 100% accurate
 Therefore, a feed is decided to be inappropriate
e e o e, eed s dec ded o app op a e
• Update Delivery Methods with appropriate options and order
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18. Implementation
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• Initial file is uploaded into Everbridge
• How-To’s are created for employees and added to the
Intranet
• An announcement is made to employees introducing them
to Everbridge
• E l
Employees are asked t update and maintain th i C t t
k d to d t d i t i their Contact
Information
• Business Continuity Communications Committee is created
 Scripts are created for basic scenarios
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19. Power Outage at Primary Data Center
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• Power Outage occurs before employees are able to update
their own Information in the Automated Alert System
• Emergency Response Team React
• BC Coordinator is called while on vacation in Tennessee
• Alert System Messages are being prepared using BC
Communications C
C i ti Committee approved alert scripts
itt d l t i t
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20. Power Outage at Primary Data Center
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• A call to the Everbridge Client Care Operator provides
peace of mind
• Alerts are sent in a matter of minutes (not hours)
• Alerts are able to go out to staff in the evening to prepare staff
for the next day
• ADP dump made all of this possible
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21. Unexpected Blessing
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Everbridge Administrator realizes that Staff’s personal
information is not stored within Everbridge
During the initial decision making process for methods of
contact, we did not realize that we needed to add additional
delivery methods to the tool
 Personal Mobile Device
 SMS for Personal Mobile Device (for text messages)
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 Personal e-mail address
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22. Unexpected Blessing
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Staff are . . .
• Now able update their own Personal Contact Information
• Made aware that text messages may incur charges by
their carriers
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23. Expectations
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Cognitive abilities are diminished during times of crisis…
• Train staff on what to expect through Quarterly Automated
Alert System Exercises, Open Houses, Table Top Exercises,
etc.
• Help your staff to go into ‘auto pilot’ on tasks you exercise
routinely…
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24. Lesson Learned
• Alerts via Recorded Voice to Phone #’s:
 Create a pre-recorded opening Line for all phone calls
o Referencing your Company Name
o ‘Call is for employee of ______’
o ‘Press 1 to Proceed’
o Roommates may listen to the message and think that it is from their
employer
 Everbridge staff will assist with this very important step
• Auditors like for you to include Automated Alerts via phone #’s
during testing (not just email addresses)

25. Lesson Learned
• Test your Automated Alert system quarterly
• Staff need to be reminded to click CONFIRM
• Be ready for staff to immediately return your call without
listening to the
li t i t th message
• Some staff may say that there was ‘no message’ on their
mobile phone
 Set the system up to repeat the message
 Educate staff that mobile phone connectivity may be playing a role here

26. Lesson Learned
Scripts
• Preplan your scripts as much as possible
• Include an expected time ‘by or before’ for the next
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message (during an incident)

27. Lesson Learned
• Items to Carry at ALL TIMES:
 Extra batteries for mobile phone
 Tablet and/or laptop powered and ready to go
 Packet of Emergency Management Information in your
briefcase
• BC Coordinator’s own Lessons Learned
 Align your contract terms with your use scenarios
o Get the best Bang for your buck!
o Know what you are and are not being charged for…

28. Lesson Learned
• Everbridge Important Info:
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• Keep the
https://www.everbridge.net/nns/Login1.do URL handy!!
• K
Keep th E b id 800 Cli t C
the Everbridge Client Care # H d
Handy
(#866-436-4911)
• Keep your Member # and Password Handy
– Save to your IE Favorites
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» On laptop
» On BlackBerry (Mobile Aware – new product)
» On tablet
– In Packet
– In Contact Lists!

29. Best Practices
Methods
• Send a test messages to yourself PRIOR to EVERY message
deployment
• Send separate Alerts (or build into a ‘Scenario’)
 First send to e-mail address(es)
 Secondly, send to phone #’s
 Insert a couple of minutes between the two methods, if possible
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(dependent upon the situation)
 Text messages may be a better solution
» W are currently analyzing thi method
We tl l i this th d

30. Best Practices
• Alerts via Recorded Voice to Phone #’s:
# s:
 Appropriately space -- words ---- for --- computer --- voice
 Repeat messages
• Keep messages short and to the point
 Initially our messages were quite long
 Staff will not read the entire message
 Keep lines of text to a minimum 3-5 lines

31. Demo
Chad Sanders
Senior Sales Engineer, Team Lead
Everbridge
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32. Incident Notification Solutions Address
Common Communication Challenges
• Reduce miscommunications • Communicate quickly, easily,
and control rumors with and efficiently with large
accurate, consistent messages numbers of people in minutes,
not hours, making sure that the
• Satisfy regulatory lines of communication are open
requirements with extensive and
complete reporting of • Receive feedback from your
communication attempts and messages by using polling
two-way acknowledgements f
t k l d t from capabilities
biliti
recipients
• Ensure two-way
• Deliver refined, prepared ,
refined communications to get
timed messages to each pre- feedback from message
designated audience group, by receivers
scenario
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33. Everbridge Advantages
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Existing Notification Vendor’s
Infrastructure:
• Static algorithms based on capacity
limitations, not actual call volumes
during a disaster
- Failure-prone from unexpected
volumes of message output
- No ability to burst to meet wide-scale
system usage
The Everbridge Advantage:
• Near-infinite scale achieved
- Multiple redundant VoiP & PSTN
providers
- Elastic capacity accommodates
highest l
hi h t volume of outbound calls i
f tb d ll in
the industry

34. Advanced Connectivity for a Mobile World
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• Communicate from anywhere,
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under any circumstances or platforms (Apple iOS, Android, &
conditions BlackBerry)
• L b d idth optimized t
Low-bandwidth ti i d to
ensure delivery in adverse
conditions
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35. Note:
Q&A Presentation slides are available on our blog
at blog.everbridge.com
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Use the
Q&A
function to
submit your
b it
questions.
35

36. Contact Information
Thank you for joining us today!
Jeneen Townsend, MBCI
jtownsend@theprivatebank.com
jtownsend@theprivatebank com
Keith Tyndall
Keith.tyndall@everbridge.com Everbridge Resources
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