The full spectrum online communication management system WHY PIER?
Jan 13, 2016
The full spectrum online communication management
system
WHY PIER?
The Origin of the PIER System
Founder Gerald Baron was spokesperson for Olympic Pipeline
•No easy way to coordinate official statements across multiple agencies
•No efficient way to communicate with the public and media
•No way to manage the hundreds of inquires from media and public
1999 Olympic Pipeline Explosion
Crisis Communications
Keeping and building trust
• Two critical elements:
• Do the right thing (from a stakeholder’s perspective)
• Communicate openly, directly, truthfully
Welcome to the Jungle
How To Maintain Trust during a Media Maelstrom
Crisis Response & Share PriceAdding Value
Impacts of Catastrophes on Shareholder Value
By Rory Knight and Deborah Pretty
Extreme Heat Fires Floods Global Warming Hazardous
Materials Earthquakes Landslides Chemical releases Nuclear Hurricanes
Pandemic
Power Outages Thunderstorms
Wildfires Winter Storms Workplace Violence Industrial Explosions
Terrorism TsunamisTornadoes
Extreme Heat Floods Global Warming Hazardous Materials
Hurricanes Nuclear Pandemic Terrorism
FiresPower OutagesLandslides
Thunderstorms Tsunamis Volcanoes Winter Storms
Earthquakes Fires Global Warming Landslides
Tornado
FloodsWildfires
Pandemic Power Outages ThunderstormsTerrorism
Hurricanes
Nuclear
““There cannot be a crisis next week. My There cannot be a crisis next week. My schedule is already full.” schedule is already full.”
Henry Kissinger Henry Kissinger
The demands:
• Speed--I want it now. Yes, right now.
• Directness--I want it directly from you to me, not mediated, not through some one else
• Authentic--give me the straight story because if you hide something I will find out and then I will never trust you again
Why is that so hard?
Attorney review.Executives traveling.Key decision makers
not available.
Slow web update
process.Delayed vetting.
Too many approvers.IT control over internet.Out of office too much.
Corporate policies.
Corporate speak.
Legal liability.
But, how to communicate a well-designed plan?
4 PsPoliciesPlanPeoplePlatform – PIER System
The PIER Idea:
Put everything a communicator or team needs into a single,
integrated, easy to use online communications control room.
A control center accessible 24/7 from wherever you are.
Solution: The PIER Control Center
Survey Distribution& Tabulation
Content Creation& Collaboration
SecureConferencing& Messaging
ApproverNotification& Signoff
One-ButtonWeb Posting
Situation Status& Tracking
Inquiry Handling& History
Email / Fax / PhoneSMS Text
Notification
Push
Pull
Interactive
PIER is unique in that it allows you to manage all three modes of communication at once--what
we call full spectrum communication management
“Push” info to audiences via email, fax & telephone
“Push” info to audiences via email, fax & telephone
Publish info to website for viewers
to “pull”
Publish info to website for viewers
to “pull”
Respond to inquiries, gather input
Respond to inquiries, gather input
What We DoWe launch and host crisis-ready systems for
managing Stakeholder Communications
Stakeholders(who care about what you do)
Critical Insiders
Emergency Responders
Fence line neighbors
Community Leaders
Press/Media
Elected officials
General Public
ProfessionalCommunicators
PIER
CRISIS SITE
(“dark”)
ATLANTA
FULTON DEKALB
COBB
DRILLS &EXERCISES
UASIPIER Enterprise
DEPARTMENTS
DEPARTMENTS
DEPARTMENTS
DEPARTMENTS
Platform: What is required?
• Collaboration--a team needs to work together
• 24/7 Anywhere access--urgent communication does not keep regular hours
• All tools available regardless of location--infrastructure may be gone or you may be gone
• Communicator control--no dependence on technical resources
• Full spectrum--able to manage push, pull and interactive communication
• Crisis-capable--redundant, millions of hits and bandwidth
All communication is local.
But an enterprise needs to speak with a single voice.
UH Case Study- Hurricane Humberto Fall 2007
• Humberto, Tropical Depression, Storm and Hurricane, all in one afternoon.
• 38,000 emails, 5,000 text to phone, 8500 SMS texts & updates to web site to close & open UH
• 244,000 hits to PIER web site over 16 hours period
Accessible Crisis Plans
Tesoro Tanker Grounding – February 2, 2006
Unified Command Joint Information Center
First report:5:25 am
JIC Activation:About 10am
Content: News releases Fact sheets Hi-res images Video footage
Crisis Center State of Washington – EMD
Public Information Center State of Washington – EMD
Urgent & Critical Communication Management
S Y S T E M
AudienceCentral, Inc.Bellingham, WA(360) [email protected]