EBS: Everbridge CARES Best Practice Program

Everbridge C.A.R.E.S. Best Practice Program

Consider the Device

Question

Tip

Have you selected multiple delivery modes?

Consider the device when creating messages.

Have you prioritized delivery modes based on the situations?

Voice networks are often overwhelmed and less reliable during a crisis.

Does the message length and format match the device?

Record voice for phone and use less than 120 characters for text messages.

Are you ready to receive inbound calls on the line used for the caller ID?

Ensure your phone system can handle the anticipated call back volume, and make any additional information available by using a phone recording.

Actionable and Clear

Question

Tip

Does the body of your message follow the 3-3-30 rule?

No more than 3 points in 3 short sentences with 30 words or less.

Will it be clear to recipients what action to take?

Define and communicate the desired action.

Is the message drafted with the recipient in mind?

Ensure the tone of the message accounts for the risk of overreaction or lack of urgency.

Are you leveraging Text-to-Speech (TTS) conversion?

Ensure the TTS conversion results in a clear message by testing it first.

Reach Contacts Faster

Question

Tip

Have you selected at least one text path before voice?

SMS is delivered faster and can be easier to confirm.

Is a recorded message used for voice versus Text-to-Speech (TTS)?

TTS processing lengthens the broadcast duration.

Have you selected layers and groups to avoid duplicating contacts?

Processing duplicated contacts slows the broadcast initiation.

Does the broadcast have more than 150,000 recipients?

Send multiple smaller broadcasts to improve the speed of delivery.

Ensure Delivery

Question

Tip

Does your broadcast request confirmation?

Requesting confirmation improves results and requires fewer broadcast cycles.

How will non-confirmed recipients be handled?

Target non-confirmed with Follow-Up notifications instead of using multiple broadcast cycles.

Have your intervals been set based on urgency?

Delivery path intervals vary from 30 seconds to 2 minutes based on urgency.

Is the broadcast duration long enough?

Ensure the broadcast duration is set long enough to deliver the message to all delivery paths through all broadcast cycles.

Set Expectations

Question

Tip

Is the Sender Caller ID recognizable?

Recipients will recognize the importance of the incoming message based on the Sender Caller ID.

Is the voice of used for the message one of authority?

Voice tone and the title of the message sender will validate the importance.

Have you promoted recipient delivery path preferences?

Collect the preferred delivery paths of your message recipients by allowing their selection in the Member Portal.

Are the message senders, greetings, and Sender Caller IDs appropriate for the situation?

Remember: be authoritative during a crisis; be calm and pleasant during non-emergencies.

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