1. PIER USER TRAINING 1 Class Date and Location

2. Instructor Name Instructor Contact Info 2 PIER User Training 1

3. Today’s Agenda – 4 Hour Session PIER User Training 1 3  Regional PIER Use  Overview of PIER  PIER Inquiries - BREAK -  PIER Contacts  Document Creation & Publishing  Social Media Connectors

4. Overview of PIER Getting Started & Touring the Interface 4 PIER User Training 1

5. Regional PIER Use Overview of PIER UASI Structure PIER Purpose PIER Functionality Ready State Policy 5 PIER User Training 1

6. Overview of PIER PIER User Training 1 6  PIER History  History of PIER in the Houston UASI Region  Some examples of current sites include:  NW Fort Bend County OEM NW Fort Bend County OEM  City of Houston OEM City of Houston OEM  NASA NASA

7. Houston UASI Structure PIER User Training 1 7  Houston UASI Funding Source  Committee Structure

8. PIER Purpose PIER User Training 1 8  How does PIER fit in with Houston UASI’s Objectives?

9. PIER Functionality PIER User Training 1 9  Overview of Features and Benefits  Version Control  Content Management Documents Distribution  Inquiry Management  Contact Management  Reports

10. Ready State Policy PIER User Training 1 10  How We Communicate in Ready-State  PIER’s Security and Stability  Overview of Houston UASI’s User Group Policy

11. Resource Materials PIER User Training 1 11  PIER User Guide  An concise guide to the system  http://help.piersystem.com http://help.piersystem.com  A comprehensive support website  PIER Support  360-200-1811  support@piersystem.com support@piersystem.com

12. Resource Materials PIER User Training 1 12  Quick Cards  One page reference sheets  Monitor Cards  Convenient to display at your workspace  Wallet Card  Critical information for getting started with incident response

13. Resource People PIER User Training 1 13  Site Administrator  A in your User List  Regional Administrator  Lach Mullen, Fort Bend County OEM  PIER Regional Project Manager  Sue Kerver, Houston  PIER Support Staff

14. Logging On PIER User Training 1 14  Logon Screen http://www.piersystem.comhttp://www.piersystem.com  First time: Customize password  User Account Lockout  Resetting your password

15. LET’S TRY IT... Logging On, Interface Tour

16. PIER Inquiries Listening to Your Stakeholders 16 PIER User Training 1

17. Inquiry Management Before PIER PIER User Training 1 17  Emails  Hard for the whole team to see  Hard to track consistency and quality of responses  Who is responding to what?  Phone calls  No written log of inquiry or response

18. Inquiry Management with PIER PIER User Training 1 18  One repository of inquiry history  Transparency  Inquiries tied to contact records – Inquirer history  Ease of assigning workflow  Inquiry Answers – templated, approved responses  Reporting & categorization are powerful listening tools

19. Creating Inquiries PIER User Training 1 19  Submit Inquiry Form  Add inquiries manually  Capture phone/email  High volume setting one team inputs, another responds  Email Gateway  contact_us@acme.com directs email into PIER contact_us@acme.com

20. LET’S TRY IT... Submit & Respond to an Inquiry

21. BREAK

22. PIER Contacts Knowing Your Stakeholders 22 PIER User Training 1

23. 23 The Contact Record is the heart of PIER Following Your Stakeholder communications

24. Directories & Groups PIER User Training 1 24  Contact Directories  Contact records live here  Contact Groups  Subsets of one or more Directories

25. Contact Groups PIER User Training 1 25  Basic Contact Groups  Static – good for set lists of contacts  Update manually  Smart Groups  Dynamic based on queries  Good for lists that will grow/change over time

26. Smart Contact Groups PIER User Training 1 26  Can be based on:  Standard and custom fields but also...  Geolocation  Inquiry Categories  When a contact record was created  Opt-out and SMS status

27. LET’S TRY IT... Create, Edit, Search & Contact Groups

28. PIER Documents Creating Web Pages and Communications 28 PIER User Training 1

29. 29

30. Folders in PIER PIER User Training 1 30 Public Available on website in auto-generated menu Hidden Available on website by URL Internal Only available inside PIER

31. Public Documents on the Website PIER User Training 1 31 Public Folders Subfolders

32. Templates in PIER PIER User Training 1 32  Templates is a system folder, internal  Published documents in this folder appear in New Document Menu

33. Document Types PIER User Training 1 33  HTML (New Document > Blank)  The default document type is HTML  Language of the Web  Uploaded Files .pdfs, Word docs, photos, graphics

34. Document Types PIER User Training 1 34  Links  To a page in your site or an external website  Plain Text or ‘Notification’ documents  No formatting  Good for Phone and SMS messages

35. LET’S TRY IT... Create a Document from a Template

36. Social Media Connectors Integrated Publishing & Monitoring 36 PIER User Training 1

37. Why Use PIER with Social Media? PIER User Training 1 37  One sign-in to manage publishing & monitoring  PIER Approval process applies  Social Media posts always point back to your website as your authoritative source

38. Video Tutorial Series PIER User Training 1 38 Visit PIER Support Site http://help.piersystem.com/go/doc/ 1610/1300271/ Watch the whole series in 20 min

39. Two Methods for Publishing PIER User Training 1 39  Publish Document to a Connected Folder  Publish a Link

40. Monitoring & Interactivity PIER User Training 1 40 If your site is set up to manage comment threads and @mentions you can monitor and reply via PIER Inquiry System

41. LET’S TRY IT... Social Media Connectors

42. Always Remember PIER User Training 1 42  Always Log Out  Getting Help  Support Link  Know Your Site Administrator  Forgot Password?

43. Q&A 43 PIER User Training 1

44. Wrapping Up What’s Next 44 PIER User Training 1