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 Price

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 Tsunamis Tornadoe s Extreme Heat Floods Global Warming Hazardous Materials Hurricanes Nuclear Pandemic Terrorism Fires Power Outages Landslides Thunderstorms Tsunamis Volcanoes Winter Storms Earthquakes Fires Global Warming Landslides Tornado Floods Wildfires Pandemic Power Outages Thunderstorms Terrorism Hurricanes Nuclear

“There cannot be a crisis next week. My schedule is already full.” 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 Ps Policies Plan People Platform – 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 Secure Conferencing & Messaging Approver Notification & Signoff One-Button Web Posting Situation Status & Tracking Inquiry Handling & History / Fax / Phone SMS 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 , fax & telephone Publish info to website for viewers to “pull” Respond to inquiries, gather input

What We Do We 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 Professional Communicators PIER

CRISIS SITE (“dark”) ATLANTA FULTONDEKALB COBB DRILLS & EXERCISES UASI PIER Enterprise 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 s, 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)