GDPR Compliance: Navigating Personal Data Protection in Emergency Communication Systems

with No Comment Emergency Communications

Navigating Personal Data Protection in Emergency Communication Systems

Background

The effective use of emergency communication systems can be a matter of life and death. We, as system owners and our users often need to process personal data to function effectively, making it crucial to navigate the nuances of data protection regulations such as the General Data Protection Regulation (GDPR).

Doing this before you hit a critical situation will take one less source of pressure from your burden.

The GDPR not only ensures the protection of personal data but also stipulates how such data should be handled in various scenarios, including emergencies. In this context, understanding the intersection of GDPR and emergency communication systems becomes pivotal to ensure both regulatory compliance and efficient, respectful communication.

In the following article, we’ll delve into the specifics of GDPR compliance for emergency communication systems, focusing on areas like legitimate interest, data minimisation, transparency, and the handling of special category data.

Legitimate Interest and Emergency Communications

Firstly, allow me to take you on a journey into “legitimate interest“. This is a concept defined under Article 6(f) of GDPR which outlines conditions under which personal data can be lawfully processed.

In the context of emergency communications, it’s often considered that there’s a legitimate interest to communicate certain information. Emergencies can range from natural disasters to health crises or safety threats, where the primary objective is to protect life, health, or property.

Your communications will probably involve sending out notifications or alerts, or mobilising resources, which could require the processing of personal data like names, phone numbers, email addresses, and sometimes even more sensitive data like location or in rare cases, health information.

However, even in such scenarios, the principle of necessity and proportionality comes into play. The data processing should only be as extensive as absolutely needed for the communication, and should only target the individuals who need to be reached.

For example, if you need to alert your employees about a sudden office closure due to a weather emergency, it would likely be seen as a legitimate interest to use employees’ contact details to send out the necessary notifications. The interests or rights of the employees (the data subjects in this case) are unlikely to override the organisation’s interest in ensuring their safety and communicating the office closure.

Data Minimisation – Keeping it simple

The principle of “data minimisation,” outlined in Article 5(1)(c) of GDPR, insists that personal data shall be “adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed”. This means you should only gather the bare minimum data that you need. For instance, if your emergency communication just needs a person’s name and email address, there is no need to also gather their home address, date of birth, etc.

The UK’s Information Commissioner’s Office (ICO) also suggests conducting a “Legitimate Interests Assessment (LIA)” (see below) before relying on legitimate interests as a basis for processing. This involves identifying the legitimate interest, showing that the processing is necessary to achieve it, and balancing it against the individual’s interests, rights, and freedoms. The LIA should be kept on record.

Other areas of GDPR impacting Emergency Communication Apps

In addition to the “legitimate interest”, Article 7 of GDPR puts forth the principle of “consent“. It says that consent should be freely given, specific, informed, and unambiguous. So, even in emergencies, it’s good practice to acquire explicit and informed consent when possible. Consent cannot be inferred from silence, pre-ticked boxes, or inactivity.

GDPR puts a high emphasis on “transparency” under Article 5(1)(a). This principle implies that any information and communication relating to the processing of personal data should be easily accessible, easy to understand, and clearly defined. Make sure to inform individuals about why you are processing their data, who it will be shared with, where it will be stored, and how long it will be kept.

Under Article 32, we are mandated that “security” measures be put in place to ensure the integrity and confidentiality of personal data. This could include as a minimum encryption of personal data, ensuring ongoing confidentiality, integrity, availability and resilience of processing systems, the ability to restore the availability and access to data in a timely manner in the event of a physical or technical incident, and a process for regularly testing, assessing, and evaluating the effectiveness of technical and organisational measures for ensuring the security of the processing.

“Data Accuracy” is emphasized in Article 5(1)(d) of GDPR. It’s crucial to take every reasonable step to ensure that personal data that are inaccurate, considering the purposes for which they are processed, are erased or rectified without delay. Inaccurate information can lead to confusion and inefficiencies in emergency communications.

Accountability is another key principle of GDPR, outlined in Article 5(2). It requires you and your provider to demonstrate that you comply with the principles and states explicitly that this is your responsibility. Hence, maintain appropriate measures and records to be able to demonstrate your compliance.

Finally, if you, or your emergency communications provider’s solution involves transferring your data outside the EU, you need to ensure compliance with Articles 44 to 50 of GDPR which govern the “transfer of personal data to third countries or international organisations”. These articles mandate that the recipient country provides an adequate level of data protection or that appropriate safeguards are in place. You need to know where your data is, has been and could be located.

Remember, this is a complex area, and the specific details of the emergency situation and the personal data being processed can significantly influence whether “legitimate interest” can be appropriately invoked.

As always, if you’re in any doubt, it’s best to seek legal counsel.

Do I need a Legitimate Interests Assessment?

A Legitimate Interests Assessment (LIA) is a risk assessment that you might carry out when planning to process personal data on the basis of ‘legitimate interests’, which is one of the legal grounds for data processing under Article 6(1)(f) of the General Data Protection Regulation (GDPR).

Considering an LIA is important because it helps you systematically analyse, record, and demonstrate that your processing activities are justified and compliant with GDPR requirements.

An LIA typically consists of three parts:

Purpose test

You need to identify a legitimate interest for the data processing. This could be either your interest or a third party’s interest. The interest could include commercial interests, individual interests, or broader benefits defined by you or your organisation.

Necessity test

You need to demonstrate that the data processing is necessary to achieve the identified purpose. This doesn’t mean that it has to be absolutely essential, but you need to show that there isn’t another reasonable and less intrusive way to achieve the same result. Given we are in the realms of Emergency Communications this is possibly the easy part.

Balancing test

You must balance your interests against the individual’s interests, rights, and freedoms. In doing so, you have to take into account the nature of the data, the possible impact of the processing, and the safeguards you have put in place. If the individual could reasonably expect the processing, and if it has a minimal impact on their privacy, it’s likely that your interests will take precedence. Conversely, if the processing would significantly impact the individual and they wouldn’t reasonably expect it, their interests may override yours.

You should keep a record of your LIAs to help demonstrate compliance in line with the GDPR’s accountability principle. Regular reviews of your LIAs should also be performed to ensure they remain accurate and valid, especially if there is a significant change in the purpose, nature, or context of the processing.

Special Category Data and Emergency Communications

The General Data Protection Regulation (GDPR) covers all personal data processed by an organisation. According to Article 4(1) of the GDPR, personal data means “any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.”

Under the General Data Protection Regulation (GDPR), special category data is more sensitive, and therefore needs more protection. This type of data could create more significant risks to a person’s fundamental rights and freedoms. That is, for example, if it is used to unlawfully discriminate.

You should really try to steer clear of collecting and processing special category data for Emergency Communications – it adds to your responsibilities and those of any solution provider you use as data processor.

Special Category Data to handle with extra care

Racial or ethnic origin

This includes data which pertains to an individual’s race or ethnic heritage.

Political opinions

Information regarding an individual’s political beliefs or affiliations falls under this category.

Religious or philosophical beliefs

This includes information about an individual’s religious beliefs, including the absence of belief, or their philosophical beliefs.

Trade union membership

Data about whether an individual is a member of a trade union is included in this category.

Genetic data

This is defined by the GDPR as “personal data relating to the inherited or acquired genetic characteristics of a natural person which result from the analysis of a biological sample from the natural person in question.”

Biometric data (for the purpose of uniquely identifying a natural person)

This includes physical or behavioral characteristics of a person, such as fingerprints, face or iris images, and voice data.

Data concerning health

Any information related to the physical or mental health of an individual, including the provision of health care services, which reveal information about his or her health status.

Data concerning a natural person’s sex life or sexual orientation

This includes any data about the individual’s sex life or sexual orientation.

Processing of these special category data items is prohibited, with certain exceptions outlined in Article 9(2) of the GDPR, like explicit consent of the data subject, processing is necessary for employment law, protection of vital interests where the data subject is physically or legally incapable of giving consent, among others.

How to avoid the need for special category data in Emergency Communications

As a solutions provider, we allow many freedoms to our users to collect additional information beyond the basic name, job title, department, mobile number and email address.

We have recently opened up a number of fields for custom data. Intended to allow for more granular filtering like Office Location, Recovery site, Can work from home, Travels by rail/car/bus, Night worker (so as not to disturb for daytime incidents).

We actively discourage collection of special category data and work with teams to think about more inclusive messaging to avoid the special category filters – message costs are much cheaper than a fine under GDPR. If for example you want to alert specific individuals to the fact that the disabled access to the building is unavailable, tell everyone who works in the building – someone might have a guest visiting who would be impacted with restricted access for example. Problems with gender specific facilities in a building might as well be notified to the whole workforce rather than collecting Identifies As information and trying to be selective.

There are always ways to get your message to the right people without risking falling foul of GDPR special category data categories and causing distress and upset through exclusion, segregation or discrimination.

Summary

In completing this short visit into the complex intersection of GDPR and emergency communication systems, it’s clear that maintaining regulatory compliance while ensuring effective communication during emergencies is a nuanced task.

Navigating legitimate interest, consent, data minimisation, and transparency are pivotal for GDPR compliance. Furthermore, the management of special category data requires additional attention due to the sensitive nature of such information.

Even in urgent situations, maintaining the balance between necessary communication and personal data protection is of utmost importance. However, with careful planning, transparent communication, and a thorough understanding of GDPR regulations, organisations can provide efficient emergency communications while respecting data privacy.

As always, consulting legal or data protection experts is highly recommended for comprehensive, situation-specific guidance.

For more information on how we can help you with your Emergency Communication and Business Continuity Information distribution contact us any time for a chat or to arrange a free trial.

Tell me more

Useful Links

GDPR Summary and Guidance

Special Category Data

The best way to prepare staff for Emergency SMS Broadcast tests

with No Comment Business Continuity Emergency Communications

Introduction

Emergency broadcast tests are key activities for ensuring that communication systems function effectively during times of crisis. SMS has become a vital tool for reaching out to staff and disseminating crucial information quickly. To guarantee a successful emergency broadcast test, adequate preparation is crucial. Here, we discuss the best ways to prepare staff for an emergency broadcast test via SMS.

Develop a Comprehensive Emergency Response Plan

You should have a well-documented emergency plan that outlines protocols and procedures in case of a crisis. This plan should detail the roles and responsibilities of all team members, communication methods, and the steps to be taken during an emergency.

A comprehensive emergency plan is the foundation for an organization’s preparedness during times of crisis.

Developing a robust plan involves several key elements:

Carry out a Risk Assessment

Begin by conducting a thorough risk assessment to identify potential emergency scenarios that may impact your organization. Consider natural disasters, such as earthquakes, floods, or storms, as well as human-induced incidents like fires, accidents, or acts of violence.

Define Roles and Responsibilities

Assign specific roles and responsibilities to staff members based on their expertise and position within the organization. This ensures that everyone knows their function in an emergency and can respond quickly and effectively. Include a clear chain of command to facilitate communication and decision-making during a crisis.

Define Communication Protocols

Outline the channels of communication to be used during emergencies, such as SMS, phone calls, or emails. Establish a system for updating and disseminating information to all staff members, including those who may be off-site or working remotely.

Detail Emergency Response Procedures

Detail the specific steps that should be taken during different emergency scenarios. This may include evacuation procedures, shelter-in-place instructions, or first aid protocols. Ensure that all staff members are familiar with these procedures and are able to execute them under pressure.

Identify Resources and Equipment

Identify the resources and equipment needed during emergencies, such as first aid kits, flashlights, or backup power sources. Ensure that these items are readily available, well-maintained, and easily accessible to staff members.

Training and Drills

Schedule regular training sessions and drills to reinforce emergency procedures and ensure that staff members remain prepared for a variety of scenarios. This includes conducting emergency broadcast tests via SMS to evaluate the effectiveness of your communication systems.

Plan Review and Updates

Regularly review and update the emergency plan to account for changes in the organization’s structure, staff, or operations. This ensures that the plan remains current and effective in addressing potential risks and challenges.

By developing a comprehensive emergency plan, you can enhance your organisation’s overall preparedness and ability to respond effectively during times of crisis. A well-prepared team is essential for ensuring the safety and well-being of all employees in emergency situations.

Conduct Emergency Broadcast Training

Conduct periodic training sessions to familiarise staff with emergency procedures and the CallingTree emergency broadcast system.

Ensure that staff members know how to respond to an SMS alert, recognize the various types of emergency situations, and understand the importance of following instructions promptly. Interactive simulations and role-playing exercises can be particularly helpful in reinforcing these concepts.

Why Emergency Broadcast Training?

Emergency broadcast training is crucial for ensuring that your staff members are well-prepared to respond effectively during times of crisis. A well-designed training program will familiarize employees with the organization’s emergency plan, communication systems, and specific procedures to follow in various emergency scenarios. Below are the key components that should be involved in emergency broadcast training.

Familiarization with Emergency Communication Systems
Training should include an overview of the organization’s communication systems, including the emergency broadcast system, SMS alerts, phone calls, emails, and any other methods used to disseminate information. Staff should be educated on how to access and operate these systems, as well as how to troubleshoot any technical issues that may arise.

Understanding the Emergency Alert Protocol

Employees must be trained on the emergency alert protocol, which includes the procedures for initiating, sending, and receiving emergency alerts. They should understand the importance of timely communication and the consequences of failing to act quickly and appropriately during an emergency.

Message Content and Format

Ensure that staff members are aware of the message content guidelines and format for different types of emergency alerts. This includes instructions on using clear and concise language, identifying the type of emergency, and providing relevant information about the situation and required actions.

Roles and Responsibilities

Training should clarify the roles and responsibilities of each staff member during an emergency. Employees must understand their individual responsibilities and how they fit within the organization’s larger emergency response plan. The training should emphasize the importance of cooperation and collaboration among team members.

Scenario-Based Training

Incorporate scenario-based training to simulate real-life emergency situations. These exercises will help staff members practice responding to various emergencies, utilizing the emergency broadcast system, and following established protocols. This hands-on training is critical for reinforcing learning and enhancing employees’ confidence in their ability to handle crisis situations.

Evaluation and Feedback

After conducting emergency broadcast training, evaluate staff performance and gather feedback from participants. Use this information to identify areas for improvement and adjust the training program as needed. Regular evaluations can help ensure that training remains effective and up-to-date.

Run Periodic Refresher Training

To maintain staff preparedness, it’s essential to schedule periodic refresher training sessions. These sessions should cover any changes or updates to the emergency plan, broadcast system, or organizational structure. They also serve as a valuable opportunity to reinforce key concepts and ensure that employees remain ready to respond in times of crisis.

Effective emergency broadcast training equips staff with the knowledge and skills necessary to act quickly and appropriately during emergencies. By incorporating these key components into your organization’s training program, you can create a well-prepared team capable of responding efficiently and confidently in crisis situations.

Establish a Clear Emergency Alert Protocol

Designate an individual or team responsible for initiating emergency alerts and managing the SMS broadcast system. This ensures that alerts are sent promptly and consistently. Establish guidelines for the types of messages to be sent and the appropriate format, language, and tone to be used.

A clear emergency communications protocol is vital to ensure timely, coordinated, and effective response during a crisis. It outlines the channels, procedures, and responsibilities for communicating within an organization and with external stakeholders. The following step-by-step guide will help you establish a clear emergency communications protocol for your organisation.

Assess and Identify Risks

Start by conducting a comprehensive risk assessment to identify potential emergency scenarios that may impact your organization. Consider natural disasters, technological incidents, security threats, and other hazards. This assessment will help you understand the types of emergencies your organization may face and inform your communications strategy.

Define Roles and Responsibilities

Assign clear roles and responsibilities for communication during emergencies. This should include designating:

An emergency communications coordinator, responsible for overseeing the overall communication strategy and ensuring its effectiveness.
A spokesperson or public information officer, responsible for communicating with the media and public during an emergency.
Team members responsible for initiating, managing, and disseminating emergency alerts and updates.

Ensure that everyone is aware of their responsibilities and that there is a clear chain of command.

Develop Standardised Messaging

Create templates for standardized messages to ensure consistency and clarity during emergencies.

These templates should be adaptable for different scenarios and should include:

A clear and concise subject line or headline that indicates the nature of the emergency.
An explanation of the current situation and its severity.
Instructions on the actions that need to be taken by recipients.
Contact information for relevant personnel or emergency services.

Test and Review the Protocol

Conduct regular tests and drills to evaluate the effectiveness of your emergency communications protocol. Gather feedback from staff and stakeholders, identify any issues, and make the necessary adjustments to improve the protocol. Regularly review and update the protocol to account for changes in your organization’s structure, technology, or potential risks.

Establishing a clear emergency communications protocol is crucial for an effective response during crisis situations to ensure timely and coordinated communication, ultimately enhancing your organization’s ability to navigate emergencies successfully.

Create and Maintain an Updated Contact List

Keep an updated contact list of all staff members, including their mobile numbers which are key to successful SMS notification tests.

Verify the accuracy of these numbers periodically and ensure that new employees are added to the list. A well-maintained contact list is crucial for the successful dissemination of emergency alerts.

Users of the CallingTree App can update their own details through the mobile front end – these can be applied directly or passed to administrators for review.

Simple integration of staff contact lists with the CallingTree staff directories makes this task straightforward.

If this is not something you want to be involved with then we can handle this for you with our Premium service.

Send Test SMS Broadcasts

Periodically send test SMS messages to staff members to ensure that the system is functioning correctly and that all employees are familiar with receiving emergency alerts.

Test broadcasts should be conducted at least once or twice a year, but more frequently if there are significant changes to the emergency plan or staff.

Don’t worry about exceeding any limits, with 50 messages per person per year as standard you can test regularly.

Collect Feedback and Analyse Test Results of your Emergency SMS Broadcast

Often forgotten in the excitement of reviewing who responded and when, following an emergency broadcast test you should gather feedback from staff about their experiences and the effectiveness of the alert system.

Use this feedback to identify any issues or areas for improvement and make the necessary adjustments to the emergency plan. If something can be improved with the system, contact your Customer Success Partner and raise any issue to them. We have a development team capable of responding quickly to queries and enhancement requests if they make your life and other client’s lives easier.

Conclusion

By preparing staff for emergency broadcast tests via SMS, an organization can enhance its overall readiness and ability to respond effectively during times of crisis. A well-prepared team is essential for ensuring the safety and wellbeing of all employees in emergency situations.

Managing your data in the CallingTree system can be outsourced to us to remove the headache from your busy schedule – we can even run the test messages and provide results analysis for you.

Practice in normal times so when disaster strikes everyone is well rehearsed and your business can return to full operation quickly and with the minimum disruption. Build up from working hours tests to out of hours. SMS and Voice calls can be disruptive – maybe run a test over a weekend when people are slightly off guard but try and avoid anti-social hours – save those for the real emergency.

Emergency voice communication systems essentials

with No Comment Emergency Communications

Emergency Voice Communication Systems

Not all our clients rely on SMS and Voice Call technology in an emergency situation. For large sites with public intermingled with staff, emergency situations can arise at any time, and it is essential to have an efficient emergency voice communication system in place to handle them effectively.

These systems are designed to provide a clear and reliable means of communication during emergency situations, allowing people to communicate quickly and accurately. For key staff they should be on an emergency communications platform like the Calling Tree but for non-staff your best hope is to speak to them directly through your PAS or Public Address System.

In this post, we will discuss the essentials of an emergency voice communication system, including its components, importance, and best practices.

Components of an Emergency Voice Communication System

An emergency voice communication system typically comprises several components, including:

1. Speakers: These are the most crucial components of an emergency voice communication system. They are responsible for broadcasting emergency messages to the public, providing important information and instructions.
2. Microphones: Microphones are used to transmit messages to the speakers. They can be used by emergency responders or other authorized personnel to make announcements or give instructions.
3. Amplifiers: Amplifiers increase the volume of the audio signal, making it loud enough to be heard clearly over the background noise.
4. Control Panels: Control panels are used to operate the emergency voice communication system. They allow authorized personnel to initiate or terminate emergency messages and control the volume and direction of the audio signal.
5. Backup Power Supply: In case of a power outage, the backup power supply ensures that the emergency voice communication system continues to function.

Why are Emergency Communication systems so important?

Emergency voice communication systems are essential for several reasons.

Firstly, they provide a reliable means of communication during emergency situations, ensuring that important information and instructions are communicated quickly and accurately.

Secondly, they help to prevent panic and confusion by providing clear guidance on what actions should be taken during an emergency. Finally, they can help to save lives by providing critical information to emergency responders and enabling them to respond quickly and efficiently.

Best Practices

To ensure the effective operation of an emergency voice communication system, it is essential to follow some best practices. These include:

1. Regular Testing: Regular testing of the emergency voice communication system is crucial to ensure that it is working correctly. This includes testing the speakers, microphones, amplifiers, and control panels.
2. Proper Installation: Proper installation of the emergency voice communication system is essential to ensure that it is functioning correctly. It is crucial to follow the manufacturer’s installation instructions and ensure that all components are properly connected.
3. Regular Maintenance: Regular maintenance of the emergency voice communication system is crucial to ensure that it is functioning correctly. This includes checking the speakers, microphones, amplifiers, and control panels for damage or wear and tear.
4. Training: Proper training of authorized personnel on how to operate the emergency voice communication system is crucial to ensure its effective operation during emergency situations.
5. Integration with Other Systems: Integration of the emergency voice communication system with other emergency systems such as fire alarms, smoke detectors, and security systems can provide a more comprehensive emergency response system.

In Summary

In conclusion, emergency voice communication systems are essential for providing reliable communication during emergency situations. Proper installation, regular testing, and maintenance, as well as proper training of authorised personnel, are essential to ensure the effective operation of the system.

Integrating the emergency voice communication system with other emergency systems can provide a more comprehensive emergency response system, ultimately saving lives and preventing injuries.

If public broadcasting is just part of your problem, why not check out our article on Emergency Communications Tools.

7 Key benefits of SMS Broadcasts for Emergency Communications

with No Comment Emergency Communications

Background to the 7 benefits of using SMS Broadcasts

In today’s world, emergency situations can occur at any time and in any place. Whether it’s natural disasters, acts of terrorism, or other unforeseen circumstances, it’s important to have a reliable and efficient way of communicating with people in emergency situations. SMS broadcasts have emerged as one of the most effective ways of doing this, and in this article, we’ll explore the top 7 benefits of using SMS for emergency communication.

But first, what is an SMS broadcast? An SMS broadcast is a method of sending a text message to a large number of people at once. Unlike a regular text message, which is sent to one person at a time, an SMS broadcast allows you to send a message to thousands of people at once, making it an ideal method for emergency communication.

Now, let’s dive into the benefits of using SMS broadcasts for emergency communication:

1. Speed and Reliability

In an emergency situation, time is of the essence. SMS broadcasts are incredibly fast and reliable, ensuring that your message reaches people quickly and efficiently. Unlike other forms of communication, such as email or phone calls, SMS messages are almost always delivered instantly. This means that you can quickly and easily communicate critical information to large groups of people in real-time, allowing them to take appropriate action.

With through-put figures approaching 1,250 messages per minute delivered to any network you can get a consistent message out across a large organisation instantly.

2. Cost-Effective

SMS broadcasts are a cost-effective way of communicating with large groups of people. They are much cheaper than other forms of communication, such as person to person phone calls or mailing out letters. With our competitive pricing and flexible plans, you can choose the right package for your needs and budget.

Using the same infrastructure SMS can be converted to voice messages and sent as a direct phone call.

3. Reach a Large Audience

SMS broadcasts allow you to reach a large audience quickly and easily. You can send messages to thousands of people at once, making it an ideal method for emergency communication. This is particularly important in emergency situations, where time is critical, and you need to reach as many people as possible as quickly as possible.

Any delays in delivery from using a non-automated solution will only spread panic and rumours as the message would break slowly, randomly and in a haphazard fashion causing alarm, confusion and lack of cohesion.

4. Increased Response Rates

SMS broadcasts have a higher response rate than other forms of communication. People are more likely to respond to a text message than they are to an email or phone call. This means that you can quickly and easily get critical information to people and receive responses from them, allowing you to make informed decisions in real-time.

5. Personalisation

SMS broadcasts can be personalized to include the recipient’s name or other relevant information. This makes the message more personal and increases the likelihood that people will read and respond to it. Additionally, SMS broadcast messages allow you to customize the message to include specific instructions or information relevant to the emergency situation.

6. Easy to Use

SMS broadcasts are incredibly easy to use. Most providers, not just the Calling Tree though we do think our offering is super intuitive, offer interfaces that allow you to quickly and easily create and send messages to large groups of people. With 24×7 customer support and training to help you get the most out of your SMS broadcast service.

7. Effective Communication

Finally, SMS broadcasts are an effective form of communication. They allow you to quickly and easily communicate critical information to large groups of people, ensuring that everyone is on the same page and taking appropriate action. Additionally, SMS messages are often read within minutes of being received, making them an ideal method for time-sensitive information.

Conclusion

SMS broadcasts are an incredibly effective way of communicating with large groups of people in emergency situations. They are fast, reliable, cost-effective, and easy to use, making them an ideal choice for organizations and individuals looking to communicate critical information quickly and efficiently.

Whether you’re dealing with a natural disaster, act of terrorism, or other emergency situation, SMS broadcasts can help you get the message out fast and ensure that everyone is on the same page.

To perfect your SMS writing style you might like to read our other blog articles such as the one highlighted.

15 Reasons you should invest in an Emergency Communications tool

with No Comment Business Continuity Emergency Communications

Looking for why an Emergency Communications tool is a must have?

We’ve thought hard about the reasons our clients came to us initially and stick with us for years. Here is our list of the top 15 reasons why you should use an emergency notification tool like the Calling Tree.

1 – Speed

Emergency notification tools can deliver messages instantly, allowing you to quickly inform a large number of people about an emergency.

2 – Reach

These tools can reach a large audience, including employees, customers, students, or residents in a specific area.

3 – Accuracy

By using an emergency communication app, you can ensure that your message is delivered accurately, without errors or confusion.

4 – Customisation

You can customize your message to include specific information relevant to the emergency, such as location, severity, and instructions.

5 – Reliability

Emergency notification tools are designed to be reliable, with redundant systems and backup power sources to ensure that messages are delivered even during power outages or other disruptions.

6 – Response tracking

The better notification tools allow you to track the response of your recipients, providing valuable information for emergency response planning and improving future communication.

7 – Integration

Many notification tools can be integrated with other emergency response systems, such as fire alarms or security alert systems.

8 – Multiple communication channels

Notification tools can deliver messages through multiple channels, including SMS, email, voice calls, and push notifications.

9 – Automation

You can set up automated messages to be sent in response to specific triggers, such as an earthquake or severe weather event.

10 – Staff-targeting

Deliver messages to specific staff with particular characteristics (area/office/department/role), allowing you to target your message to those who are most affected by the emergency.

11 – Compliance

Many industries, such as healthcare and education, have legal requirements for emergency notification systems.

12 – Reputation management

Using an emergency notification tool shows that you take the safety of your employees, customers, or residents seriously, which can improve your reputation and build trust.

13 – Cost-effective

Emergency notification tools can be more cost-effective than traditional methods, such as phone trees or mass mailings.

14 – Accessibility

Notification tools can provide accessibility options for people with disabilities, such as closed captioning or text-to-speech.

15 – Peace of mind

By using an emergency notification tool, you can have peace of mind knowing that you have taken steps to ensure the safety of your people in case of an emergency.

Number 13 is the key to most things, “Not as expensive as I had thought” is often the response to our pricing.

SMS Writing style for emergency communication

with No Comment Emergency Communications

SMS Writing Style for Emergency Communications

A Comprehensive Guide to Best Practices

Introduction

In the era of instant communication, SMS (Short Message Service) has become one of the most widely used means for transmitting information swiftly and effectively.

When it comes to emergency situations, the importance of clear and concise communication cannot be overstated. In high-pressure environments where every second counts, the ability to relay crucial information quickly can mean the difference between life and death.

This article aims to provide a comprehensive guide to the best practices in SMS writing style for emergency communications, ensuring that the right message gets across in the most efficient and reliable manner.

Best Practices

Keep it Short and Simple (KISS)

When composing an emergency SMS, it is essential to keep the message as brief and straightforward as possible. The recipient may be under stress or in a dangerous situation, so it is crucial to provide the necessary information without overwhelming them. Stick to the facts and avoid using jargon, slang, or idioms that may be confusing or unclear.

Use Abbreviations and Acronyms Wisely

While it is important to keep messages short, using too many abbreviations or acronyms can make a message harder to understand. Only use widely recognized abbreviations, such as “ASAP” (as soon as possible) or “ETA” (estimated time of arrival), and ensure that they are easily understood by the recipient. If an abbreviation or acronym is not commonly known, it is better to spell out the full term to avoid confusion.

Prioritize Information

Organize the information in your emergency SMS by putting the most critical details first. This will ensure that the recipient can quickly grasp the severity of the situation and take appropriate action. Start with the nature of the emergency, followed by the location and any specific instructions or information that the recipient needs to know.

Use Clear and Direct Language

Choose words that are easy to understand and convey your message without ambiguity. Use the active voice to make your instructions more direct and avoid passive constructions that may create confusion. Be specific when providing details, such as using cardinal directions (e.g., “north,” “south,” “east,” “west”) instead of vague terms like “left” or “right.”

Verify the Accuracy of Information

In an emergency, providing accurate information is critical. Double-check the details you include in your SMS, such as addresses, phone numbers, or other essential data, to ensure their correctness. Miscommunication can lead to delays or even jeopardize the safety of those involved, so take the time to verify the information before sending the message.

Repeat Critical Information

If a piece of information is crucial to the recipient’s understanding of the situation or the actions they must take, consider repeating it in the message. This redundancy can help emphasize the importance of the information and ensure that it is not overlooked or misunderstood. For example, if the location of an incident is vital, include it at the beginning and end of the message to reinforce its significance.

Use Standardized Formats

Adhering to standardized formats for dates, times, and other essential details can help avoid misunderstandings and ensure that the recipient can quickly process the information. For example, use a 24-hour clock format (e.g., “18:00” instead of “6:00 PM”) and include the time zone when communicating across different regions.

Be Mindful of Tone

While it is essential to be clear and direct in emergency communications, it is also crucial to remain professional and considerate. Avoid using all caps, as this can be perceived as aggressive or alarming. Instead, use proper punctuation and capitalization to emphasize important points without causing unnecessary stress.

Request Acknowledgment

In emergency situations, it is crucial to confirm that the recipient has received and understood your message. Ask for an acknowledgment or response, such as “Please confirm receipt and understanding” or “Reply with ‘OK’ to confirm.” This will help ensure that your message has been received and acted upon as intended.

Prepare Template Messages

In many emergency situations, time is of the essence. To expedite communication, consider preparing template messages for various scenarios in advance. Having pre-written messages can help you respond quickly and accurately, reducing the risk of miscommunication or delays. Store these templates in an easily accessible location, such as your phone’s notes app, and customize them as needed for specific incidents.

Test and Review Your Messages

Before sending an emergency SMS, take a moment to review the content to ensure it is clear, concise, and accurate. If possible, have someone else read your message to verify that it is easily understood and contains all necessary information. Additionally, practice sending and receiving emergency messages with your team or colleagues to develop proficiency in crafting and interpreting these crucial communications.

Stay Up-to-Date on Best Practices

Emergency communication protocols and best practices are continuously evolving as technology advances and new insights emerge. Stay informed of the latest developments in emergency SMS writing by participating in industry forums, attending relevant training sessions, and reviewing guidelines from leading organizations, such as the Federal Emergency Management Agency (FEMA) or the International Association of Emergency Managers (IAEM).

Conclusion

Effective SMS writing is a crucial skill in emergency communications, where every second counts. By adhering to these best practices, you can ensure that your messages are clear, concise, and easily understood by their recipients, ultimately contributing to a more efficient and successful emergency response.

Remember to prioritize information, use clear and direct language, verify the accuracy of details, and request acknowledgment to facilitate smooth communication during critical situations.

In addition, preparing template messages, staying up-to-date on best practices, and regularly testing and reviewing your emergency SMS writing skills will help you become a more proficient communicator in times of crisis.

By mastering these best practices, you can play a vital role in safeguarding lives and property during emergencies, making a tangible difference in the outcomes of these challenging situations.

WhatsApp Is it the ultimate free Emergency Notification tool?

Business Business Continuity Emergency Communications

Why are there so many paid options for Emergency Notification tools when WhatsApp is free to use?

Seems like a reasonable question – most streets or communities have a WhatsApp group; when the power is down at number 8 or the internet is down at number 10 (again?!) a WhatsApp alert is guaranteed within 5 minutes.

It seems resilient to power, internet and common-sense outages at all hours. This must translate into a great solution for Emergency Communications, right?

Let’s look at how to set WhatsApp up as an emergency communication tool.

Pick a group owner to create the group. Someone must be the seed for the group, they can create the group, assign a relevant picture and invite members to join.

Add all the staff members. After adding your immediate contacts (those in your phone book already), you then need to get the rest of the firm to join the group. You can’t force someone to join, but you can invite them. To invite directly, add their phone number to your address book and send an invitation directly from WhatsApp. For mass invitations you can go into Administration and generate a QR code or an email link and send this to people you want to join. When they click the link, they are members of your group.

Send messages to the group. This is the easy part – go into the group, create a message, SEND TO ALL.

Track responses Swipe left on your message and see who has read the message.

What could go wrong with Business Communications in WhatsApp?

Well – plenty really. Here are a few nightmares waiting to happen:

Unwanted messages – People are amused by the strangest of things, Leslie in accounts gets an hilarious meme from their sister on a night out and thinks it’s so funny everyone should see it and shares on your emergency communication group. This offends 30% of your staff who turn off notifications and one, who thinks it’s directed at them and raises an HR incident.

Who’s Who? – If someone is not in your contact list they appear as a number – from the picture everyone recognises them as CJ from HR and fills in their name – they are now a contact on everyone’s phone – for ever.

Banter – You don’t hold the board meeting in the pub because it’s not an appropriate environment. Opening WhatsApp isn’t setting the scene for important communication – it is for most, countless threads of back-and-forth banter loosely disguised as a conversation in amongst which you are trying to alert people to a suspect package in the mail room.

Oversharing – It’s good to share, but that status image and single line of text will be visible to all your colleagues. All manner of uses for the status image in WhatsApp not all of which should be shared unwittingly with the rest of the firm.

Leavers and joiners – Every time someone leaves the firm, you need to remove them from the WhatsApp group. You can ask nicely that they delete all contacts they may have stored locally but there’s nothing to force this to happen. Bad leavers with the personal details of their manager’s personal contact information are rarely a good mix. Joiners on the other hand must be initiated into the group, thrown straight into a turmoil about what they are sharing what everyone else is sharing and what people are saying.

Lost phones – these are not going to be corporate devices running WhatsApp so are less likely to have anti-virus / anti-track and anti-malware software installed. You cant even force an unlock PIN to be present on the device. In the wrong hands that device has exposed all your staff to the wrong people.

Borrowed phones – Like lost phones, personal devices can be shared around family (Mum – can I play Roblox on your phone?) or when less aware picked up and mis-used by “friends” on a night out. With no password protection WhatsApp is an easy click option open to misuse.

What features should a great Emergency Communication solution have?

Multi-Channel communication – Unlike WhatsApp you need a number of channels at your disposal for communication in a crisis – if something is THAT important there is going to be competition for the airwaves and bandwidth. As a minimum have SMS and Land-line calls in your armoury, add Push notifications, email (it will get there eventually) and direct in-app messages for the complete package.

Segregation – You don’t need everybody in the firm to have the contact details of everybody else – unless it’s desk numbers which are usually published. A great solution will allow you to segregate teams and people and restrict access to those that need to know.

Audit – Not just who sent what – even WhatsApp will reveal that information, but full details of who has accessed the system just for a browse, who edited the users, who sent which messages and to whom – and of those, who read and responded – full audit where personal data is being processed is vital.

Pre-written messages – Nobody can expect someone to think perfectly straight in a crisis – a good solution will allow you to pre-configure messages for every situation thought up in the calm light of a table-top drill with pre-filled distribution lists. When the server room water leak detection system activates a single click should rouse the troops into action.

Security – WhatsApp hasn’t had a perfect history in this regard, given the size and volume of messages it’s done pretty well but there are some well documented cases of messages being shared inappropriately. Your solution should be built with data protection at it’s centre, from database design through encryption to delivery and use.

Volume – Minimum throughput for messages should see the whole organisation alerted within 30 seconds of the message being sent out. Why so fast? If only half the team get the message then speculation will run like wild-fire through the not-yet-received community. Our minimum delivery rate is 1,200 per minute.

Reply options – You could invest in some very loud speakers and broadcast your message from the roof-tops if you didn’t care about listening to replies – alternatively your staff should be able to respond to messages (and for you to see the responses) whether that’s through “Press 1 to let us know you are OK”, or SMS reply of a smiley or a thumbs up, a simple entry in a compact web form or someone else checking in staff they have contacted. All these options should be available, flexible and monitored.

Conclusion

For a small group, WhatsApp is a cheap option for communicating at small scale. This works best when the members of the group know each-other in some way personally, respect boundaries and have a common understanding of the role of the WhatsApp group.

When the small group option is no-longer viable the benefits of bringing in the experts with a full Emergency Communication solution far outweigh the risks of you and your staff getting things wrong. You don’t just buy security, reliability, range, throughput, availability and coverage – add pre-written messages, business continuity information, recovery site maps, resilience, two way communication and post incident reporting and you may have a good business case.

The cost is not as much as you may think, messaging is cheap these days – contact us to discuss your options 🙂