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by Mark Katsouros Multi‐Modal vs. Single‐Modal
Published on Sunday, November 3, 2013
Some of the hosted, or SaaS (Software
as a Service), emergency notification solutions
Scenario focus solely on text messaging, in the form of
As the CIO at her university, Emma is expected mobile phone text messaging, or Short Message
to be the IT service provider of emergency Service (SMS), and email. While SMS/text might
notification, not only towards her institution’s be the most reliable, scalable modality, it
Clery Act compliance, but also to support the should not be the only one upon which your
institution’s goal of keeping its community as institution relies. With a broad range of
safe as possible. The institution is a large, available messaging options and notification
public, research university, with tens of technologies, providing a multimodal solution
thousands of students, faculty, and staff, so an dramatically increases the chance of reaching
on‐premise solution seems unrealistic, given more people sooner, not only because of the
how taxing it would on the institution’s own diversity of individual communication
infrastructure to initiate notifications for such a preferences/capabilities, but also because of
large constituency. the greater resiliency achieved in not relying on
only one or two communication infrastructures.
As Emma and her IT team, along with
In addition to text, consider landline and
representatives from University Police, Public
cellular voice, indoor and outdoor
Relations, Risk Management, and General
loudspeakers/sirens, digital signage, websites,
Counsel, search for the right technical solution
social media, and others. In addition, all of the
to meet the institution’s emergency notification
modes should be controllable from a single
requirements, it soon becomes apparent to
console (or as few control points as possible) in
everyone that the technology is actually one of
order to reduce the time it takes to initiate a
the easier components of this undertaking.
multimodal notification.
With the stakes as high as they can be, valuable
lessons are learned, not only along the road Emergency Only vs. Casual/Other Use
towards the technical implementation, but also No spam! And, even if people opt in to
in terms of defining the actual policies, receive non‐emergency messages, “mixed
procedures, and roles surrounding this critical messages” dilute the most important
function. Learning from these lessons results in stuff. There are plenty of other mechanisms for
a robust, optimally effective emergency non‐emergency announcements, such as
notification implementation and set of LISTSERVs and websites. Reserve your
procedural best practices, keeping the Emergency Notification System (ENS) for
institution’s community informed of threats to emergencies only, so people will treat those
public safety and thus as out of harm’s way as messages as having the utmoste importance.
possible.
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This work is licensed under a Creative Commons
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Templates vs. On‐the‐Fly Policies and Procedures vs. Just
Wordsmithing Technology
There is no time for a well‐thought‐out, well‐ Again, the technology is the easy (or at least
crafted message during an emergency, so do easier) part. Fully developing and documenting
that in advance and in the form of pre‐approved your emergency notification policies and
templates for ease. You’ll want to establish a procedures, including identifying who is
broad collection of templates, that account not authorized to initiate notifications and who is
only for all foreseeable emergency scenarios trained in the mechanics of sending them, is
(e.g., active shooter, armed suspect, bomb critically important. Well‐documented
threat, earthquake, flood, hazmat, hurricane, communication and marketing plans, testing
tornado, winter weather emergency, etc), but procedures, and overall notification policies are
also for the various modalities (e.g., email, critical to ensure consistent on‐boarding, a
enunciated voice, text, tweet, etc). This also verifiably functional system, and a clear
affords buy‐in on the wording from all major understanding of when and how the system will
stakeholders, from Legal to Public Relations to be utilized.
Risk. Choose an ENS that supports easily‐used
templates. Consistent and Explicit vs. Irregular
and “War of the Worlds” Testing
Text‐to‐Speech‐Enunciated vs. Notifiers should literally test at the start of
Recorded‐Speech Notifications every shift by sending a test message to
Just as wordsmithing an appropriate message themselves, and those messages should never
from scratch is difficult during an emergency, mock a real emergency scenario, just in case
trying to record a calm, cohesive voice message they somehow are distributed by accident.
during an emergency can be equally This regular testing ensures that notifiers have
challenging, and variable scenario specifics, the access and the familiarity they need to
such as location, prevent you from recording in competently and swiftly initiate a notification,
advance, so leverage text‐to‐speech and that the system, with all of its complex
enunciation, which has come a long way. Some integrations, continues to function as expected.
systems do support a pre‐ or sponsor‐message,
which can be recorded by a voice of authority,
like “This is University Police Chief John Doe;
please listen to this important alert.” This tends
to add some credibility to the machine‐ EDUCAUSE is a nonprofit membership association created to
generated message that follows. support those who lead, manage, and use information technology
to benefit higher education. A comprehensive range of resources
and activities are available to all EDUCAUSE members. For more
Opt‐out vs. Opt‐in information about EDUCAUSE, including membership, please
This is the difference between having a contact us at info@educause.edu or visit educause.edu.
near‐100‐percent subscriber base and a near‐
zero subscriber base. Default to having
everyone signed up, for all modalities, and have Mark Katsouros is the Director of Network
Planning & Integration at the Pennsylvania
them opt‐out where they want. When their State University. The opinions expressed in
actions do not mimic their intentions, your this article are his and are not necessarily
shared by the University, but they just might
constituents are far less vulnerable having not be, as PSU is a pretty awesome institution.
opted out vs. having not opted in.
November 2013