Minimizes the “panel” overlapping the screen.

1. Improving your GoToMeeting Experience Makes the presentation panel “full screen” Minimizes the “panel” overlapping the screen. Please “unmute” yourself by dialing *6”

2. Emergency Notification Best Practices: Lessons Learned from Recent Disasters Richard L. Knapp3n Global, Inc.

3. About 3n • Leader in mass notification systems since 2002 • Fast-growing global company with 800+ customers in over 70 countries • Serves corporate, healthcare, higher education, government markets • True ACT-SaaSSM (Software-as-a-Service) solution with an active-active architecture – no hardware or software required • 100% focused on mass notification www.3nonline.com

4. Today’s Agenda • Part 1: (35 minutes) • Best Practices for Emergency Communication • Lessons Learned from Recent Events • Virginia Tech • Southern California Wildfires & Malibu Canyon Fire • Pandemic Flu Threats • Role of Multi-Channel Notification in Emergency Communication • Part 2: Q&A (10 minutes)

5. Constant Reminders of Why We Prepare

6. Emergency Communication Plan Essentials • WHERE will you be when a crisis hits? • WHO will you need to communicate with during and after the event? • WHAT will you communicate? • WHEN (and how often) will you communicate with them? • HOW will you communicate with them? • Will infrastructure be there?

7. Best Practices: Understanding Levels of Emergencies • Level 1. Location-specific emergency handled locally • Level 2. Emergency affecting part of the location and requiring outside assistance and coordination • Level 3. Widespread emergency affecting the location and surrounding community Level 1 Level 2 Level 3

8. Decisions Is the incident an isolated situation? Should local assistance be called in? Who should be notified? Can people in transit be reached? Which forms of communication are sufficient? Which are optimal? Best Practices Decide how constituents can best be reached Bias towards action Be transparent Anticipate communication needs – manage your scenarios Communicate in the clearest way for the recipient Use a multi-channel communication strategy Confirm receipt by constituents Stay in contact Best Practices: Decision-Making

9. Communication Planning Does our communication plan address what to say and how and when to say it? Who do we communicate with in what circumstances? Does our plan include provisions for how to communicate to audiences spread across geographic areas? Does our plan alert emergency responders? What are the triggering points? Best Practices Map messages for various emergency scenarios Pre-position messages Plan for a multi-channel communication approach, including broadcast capabilities to all phones, email addresses, text devices, instant messaging tools, and more Best Practices: Communication Planning

10. Crises evolve Communication plans must incorporate flexibility Need to change messages on the fly as situation changes Must deliver clear messages quickly to keep pace with the time-sensitive nature of a crisis Must maintain ‘command and control’ of response personnel and the ability to call up additional resources quickly Communication plans must give recipient the ability to confirm receipt of a message Constituents must be reached, be able to comprehend the message, and be empowered to respond appropriately Best Practices: Communication Planning

11. Best Practices: Information Processing Messaging What do we communicate? How do we say it? Are instructions clear and action-inspiring? Are instructions written from the perspective of the audience? Best Practices Assume high stress levels for individuals and teams; comprehension levels erode Keep messages simple and specific (3-3-30 rule) Word choice is critically important Speak in personal terms Be honest Do not underload or overload messages with information Plan for aggressive demands for information Expect critical analysis from the media and public

12. Lessons Learned: Virginia Tech

13. Campus Emergencies: Colleges and Universities Campus life cycles and commuter/resident aspect create specific communication challenges Communicationlimitations Size Campus life cycles Ability to blend in Diversity Open nature Dedicated first-responders Easyaccess

14. Lessons Learned and Best Practices: Virginia Tech VT Decisions Assumption: Incident was an isolated domestic situation, and the gunman was no longer on campus. There was no need to immediately notify everyone on campus as people were in transit and couldn’t be reached. Students only notified via email Emergency messaging of faculty went to office phones Web server crashed in trying to send emails to 36,000 students and staff Significant delays between first shooting and action Best Practices Orient towards action Anticipate communication needs Use a multi-channel communication strategy Contact people on multiple devices (voice and text), including those popular with students, such as text messaging Make sure communication mechanisms are fast, efficient, and easy to use in a crisis “…it's extremely difficult if not impossible to get the word out spontaneously.” Charles Steger, President, Virginia Tech

15. Lessons Learned: 2007 California Wildfires

16. The 2007 Wildfires Human Displacement 900,000 evacuees Temporary shelters created throughout Southern California Over 10,000 evacuees at Qualcomm Stadium alone Largest evacuation since the Civil War • Overview • 1,500 homes destroyed • 500,000 acres burned • 9 deaths • 85 injuries including 61 firefighters

17. Malibu Canyon Fire October 2007 - Pepperdine Threatened Fire engulfed surrounding hills including faculty residences Flames and smoke caused closure of all major roadways leading to campus Buildings damaged directly bordering campus Flames came within 100 feet of some Pepperdine facilities

18. Pepperdine’s Response Timeline Sunday October 21, 2007 6:18AM First fire alert message sent to Pepperdine’s EOC to assemble team 7:21AM First community fire alert and relocation instructions message sent to the Malibu campus community 7:48AM Second alert to relocate to campus shelter sent to the Malibu campus community 10:38AM Briefing meeting notice sent to Pepperdine’s EOC 11:51AM Status update message re-confirming shelter instructions and cancelling campus events sent to the Malibu campus community 2:42 PM Message sent to the Pepperdine community advising them to return to dorms and cancelling classes

19. Lessons Learned: Southern California 2007 Wildfires Communication is key. There is no way to predict what will happen in every crisis situation, so proactive and continuous communication is critical. Communicate across all devices Communicate with all of your audiences: Your EOC Team, Your Constituents, Fire, Police, other agencies

20. Lessons Learned: Preparing for Pandemic

21. Key personnel may be unavailable 40% of workforce may be out during a pandemic. Who makes decisions if the CEO or key executives are absent? Organizations need to communicate with different demographics Workforces differ in geographic locations and economic resources and speak different languages. Stress negatively affects comprehension During a crisis, average reading levels drop four grade levels. Negative dominance - In times of stress it takes 4 positive statements to balance 1 negative statement. Determining what to say and how to say it during a crisis produces mixed or erroneous messages. Messages may be too long, too short, or not address relevant issues. The wrong message can contribute to panic and confusion. Business reputations may suffer Poorly articulated or worded answers can affect an organization's survival post-pandemic. The perception that an organization behaved competently during a pandemic is key to recovery. Lessons Learned: Preparing for Pandemic

22. When Minutes Matter: Lessons Learned featuring former FEMA director, Michael Brownwww.3nonline.com/webinars Recorded Webinars Books have been written, and hearings held - everyone has an opinion on the Hurricane Katrina crisis. Hear Michael Brown speak firsthand in this webinar about the meetings behind closed doors, emergency preparedness, making things work in a disaster, and technology's impact on business continuity.View recording.

23. Mass Notification Solves Common Challenges • Deliver localized message to each audience group – by language, speaker, etc. • Notify employees, colleagues, and others in minutes, not hours—no matter where they are • Reach your audience on any device, including popular newer technologies such as text messaging, instant messaging, and cell phones • Convene immediate briefings with emergency response teams • Reduce miscommunications with accurate, consistent messages • Improve communication effectiveness by eliminating any single point of failure • Make sure everyone receives the message with persistent message delivery and two-way communications

24. Emergency Notification System Criteria • Ease of use for non-technical users in crisis situations • Ability to reach all contact paths, including voice, email, native SMS (over SMPP and SMTP), IM, and more • Most robust and reliable infrastructure and delivery model (ACT-SaaS) to ensure constant availability, universal access, and quick and guaranteed message delivery • Ease of integration with existing systems • Quick time to deploy • Experience serving your market • Reference: See the Disaster Resource Guide’s 2007-2008 article, “Guide for Selecting an Emergency Communications System” • www.Disaster-Resource.com

25. Emergency Notification System Criteria SaaS delivery model is the most affordable, reliable, and robust available. • Noticeably faster performance • Lowest total cost of ownership • Significantly more scalable (Pooling resources) • Dramatically shorter implementation times

26. Glendale, CA Denver, CO Emergency Notification System Criteria A secure, reliable global infrastructure is critical. • Geo-dispersed, top-tier carrier-class facilities and network • 24 x 7 x 365 availability • No single points of failure • Active-active configuration (no failover delays) • End-to-end Oracle infrastructure

27. www.3nonline.com/webinars Live 3n System Demo July 22, 2008 Attend a live demonstration of the 3n mass notification system for a full walk-through of the 3n system’s features and functionality. Includes live Q&A.Register now. Or contact me directly.

28. Contact Information Richard L. Knapp richard.knapp@3nonline.com (818) 230-9700 (310) 546-1531 www.3nonline.com Also reference: www.3nonline.com/webinars