Crisis management system

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for crisis communications. One of the methods includes establishing a secure connection between a crisis communications management system and a device. The method includes receiving, over the secure connection, a status update about a crisis situation. The method includes identifying a plurality of devices associated with team members assigned to the crisis. The method also includes pushing the status update to each of the plurality of mobile devices.

BACKGROUND

Crisis management is the process by which an organization deals with a major event that threatens to harm the organization, its stakeholders, or the general public. In contrast to risk management, which involves assessing potential threats and finding the best ways to avoid those threats, crisis management involves dealing with threats before, during, and after they have occurred. Crisis management includes response to a spectrum of severity levels, ranging from small scale issues and medium scale incidents, to large scale crises. For the purposes of this document, the word crisis will be used to cover the entire spectrum. A critical element of crisis management is crisis communications.

SUMMARY

This specification describes technologies relating to digital communication and crisis management.

In general, one innovative aspect of the subject matter described in this specification can be embodied in methods that include the actions of establishing a secure connection between a crisis communications management system and a device, enabling a continuous experience across multiple platforms. The method includes the actions of receiving, over the secure connection, a status update about a crisis situation. The method includes the actions of identifying a plurality of devices associated with team members assigned to the crisis response. The method includes the actions of pushing the status update to each of the plurality of devices.

The foregoing and other embodiments can each optionally include one or more of the following features, alone or in combination. The methods may include the actions of establishing a chat session between each of the plurality of devices. The methods may include the actions of receiving news about the crisis situation from a news aggregation system, and forwarding the news to each of the plurality of devices. The news aggregation system may aggregate news from sources internal to the organization and sources external to the organization. The system may enable communication between team members and may include at least one stakeholder. The methods may include the actions of providing a list of crises assigned to a user, each crisis associated with a distinct collaboration space. Each distinct collaboration space may be associated with a distinct plurality of users.

Particular embodiments of the subject matter described in this specification can be implemented so as to realize one or more of the following advantages. Crises may be more effectively managed. Team members may have access to view multiple crisis situations at macro level. Team members can communicate using secure communication channels. Team members can quickly access pre-developed and approved strategies and messaging. Team members have access to single source of facts and action plans. Team members have ability to access historical record of events, actions, and communications. Team members can receive up to date communications. Team members can quickly collaborate and make decisions using the plurality of devices.

DETAILED DESCRIPTION

News travels very quickly. A news story can break on the Internet and become widely known in minutes or hours. As a consequence, an organization needs to be able to respond to a crisis in increasingly shorter periods of time.FIG. 1illustrates an example of a crisis response within an organization. In response to a crisis100, for example, a hurricane off the Florida coast, an organization104may assign a group102of individuals (for example, employees, contractors, a public relations firm, etc.) to oversee the crisis management process. The group102gathers and coordinates the flow of information about the crisis and the internal workings of the organization104. The group102may assist in preparing the organization104to respond to the crisis, for example, by staffing additional customer service representatives. The group102may also assist in determining when, how and which messages should be provided to the general public106.

An application on a mobile device can provide secure mobile access to crisis response materials. The application can allow for tracking of multiple crises simultaneously, each in their own collaboration space. The application can allow for team members to be added to collaboration spaces, which in turn, enables flexibility of team to grow or change in the event that a situation escalates in severity. As team members are added, they have access to the historical facts, actions and communications. Team members have the ability to switch between electronic and mobile devices seamlessly. The application can allow for copy and pasting of messaging from documents to a collaboration space and from collaboration space to secure email system or other secure digital platforms.

FIG. 2illustrates common problems200with responding to a crisis. One problem is identifying and accessing current templates and documents202. An organization may put together sample communication emails, issue templates, questions that need to be asked in response to various crises, and other standards documentation that needs to be accessible by team members responding to a crisis.

Team members also need to be able to collaborate204. Crises do not necessarily occur during regular working hours. Members of a crisis response team need to be accessible and able to securely communicate with each other and key stakeholders at all times from various locations. Further, team members need to be able to update and edit documents212related to the crisis situation.

A crisis communication system can include several different features that aid in collaboration. In general, collaboration can refer to several different functions. For example, collaboration can refer to communication tools that allow the exchange information between individuals. Examples of communication tools include voicemail, e-mail, instant messages, video chat, chat, blogs, text, etc. Collaboration can also refer to coordination tools. Coordination tools enable team members to set up activities, schedules, and deliverables. These tools may include online calendars, time trackers, and spreadsheets. The collaboration tools may also enable video conferencing, instant message teleconferencing, and shared whiteboards.

The team members need to be able to access data206relevant to the crisis. Some of the relevant data may be available from public sources but other relevant data may be protected or otherwise secured. Team members may need to be able to access data during the crisis that they would not otherwise be authorized to access. Related to access to data206, data may need to be consolidated210from multiple different data sources. For example, the team members may need to be able to access integrated data from new sources and internal departments.

Team members need a mechanism whereby messaging (internal and external communications)208can be approved by authorized individuals. Team members need a mechanism whereby messaging (internal and external communications) can be distributed and shared by individuals who are authorized to communicate on behalf of the organization.

Current approaches to supporting the team work necessary for an organization to respond to a crisis lack the technical features214to support the above described issues. Where systems exist they tend to be clunky and difficult to navigate216. Functionality of current mobile capabilities requires a much smoother and much more robust navigational system.

FIG. 3illustrates some features300that are advantageous to a crisis communications management system in order to address the problems described above. The system can be made available for use 24 hours a day, 7 days a week302. Information can be accessible304from a plurality of devices, including mobile devices. Access to the information can be controlled306while allowing fast access to data and information308. The information may be secured using encryption protocols, such as private key/public key encryption. One of the advantages to the crisis communications management system is that information may be freely shared among team members without exposing the information to individuals who are not authorized to view the information.

The system can support different communication channels310including, for example, the hypertext transport protocol (HTTP) transmitted over an IP network including IP networks established over cellular communication systems such as 4G and LTE systems, the system can utilize SMS messaging, and other communication protocols.

The system can provide a single source314of information about the crisis situation, including document records312. The system can integrate with other communication systems316. For example, the system can integrate with emergency preparedness systems such as Living Disaster Recovery Planning System (LDRPS) and Web EOC. In some implementations, the crisis communications management system may be the system of record for documents and information about the crisis. A system of record is a data store that is the authoritative data source for a given piece of information. In other implementations, the crisis communications management system may leverage information stored in a system of record to provide user friendly access to the data.

The system can provide status updates on the current state of the crisis, the status updates may be provided in the form of text messages, a blog, a summary/history of events, team discussions, and an integrated news feed.

FIG. 4illustrates an example environment400for a crisis communications management system404. The crisis communications management system404can communicate with mobile devices, such as a smart phone402or a smart watch406. Communication between the mobile devices in the crisis communications management system404can occur over the Internet using secure communication protocols, such as HTTPS. In some implementations, the mobile device may communicate with the crisis communications management system404using a virtual private network (VPN). In general, a VPN extends a private network across a public network, such as the Internet. The VPN enables users to transmit data across the public network as if their computing devices were directly connected to the private network. VPNs can be created by establishing a virtual point-to-point connection through the use of dedicated connections, virtual tunneling protocols, and/or traffic encryption.

The crisis communications management system404can push messages to the mobile devices. For example, an application on the mobile device may receive push communications informing a user associated with the mobile device that a crisis or an update to a crisis may have occurred.

Push notification, also called server push notification, is the delivery of information from a software application to the mobile device without a specific request from the client. Unlike pull notifications, in which the client must request information from a server, push notifications originate from a server. The user may be able to customize the delivery of the alerts, for example, they may request that alerts be sent to specific devices during different times of the day. There may be a threshold severity for an alert to be delivered. For example, an alert that is marked “emergency” may be delivered at any time, while an alert that is marked “information” may only be delivered during waking hours (for example, 8:00 AM to 10 PM). In some implementations, users may customize the time periods during which alerts of different severity can be delivered.

One advantage of push notifications in mobile computing is that the technology doesn't require specific applications on a mobile device to be open in order for a message to be received. This allows mobile to receive and display alerts even when the device is locked and the application is closed. In this way, the system404can ensure that an intended recipient of the message will be notified as soon as possible about the crisis situation.

The crisis communications management system404can connect to a data store408. The data store408may be, for example, a relational database or a document management system. The data store408may include support information such as key questions to ask during the crisis, historic information, sample communications, data that supports collaboration spaces (discussed further below), and other related data.

The crisis communications management system404can integrate with other systems412. These systems can include, for example, news feeds, crisis communications management systems, work flow systems, security systems, etc.

The crisis communications management system404may also integrate with cloud applications. Cloud applications can include software that is provided as a service (SaaS).

FIG. 5is an example of a user interface500provided to a mobile device for a crisis communications management system. The user may be part of a team that is assigned to respond to crises that may occur. This user interface500displays the crises assigned to the user. In this example, the user is assigned to address a data outage504and a distributed denial of service (DDOS) attack506. In some implementations, the screen that shows the crises to which the user is assigned may only be presented when the user has multiple assigned crises. For example, if the user were to have only a single crisis assigned, the system may take the user directly to the assigned crisis.

FIG. 6illustrates an example of a user interface600for providing information about a particular crisis. Once a user selects an assigned crisis, or once the system navigates the user to their sole assigned crisis, information about the crisis may be displayed.

Information about the crisis may include a history and/or summary of the crisis situation604. The summary may include a timeline with information sufficient to enable a team member to rapidly learn the current state of the crisis. The summary may include a timeline606of different events that have occurred during the crisis. For example, the timeline606includes a list of different activities that have occurred from the time a DDOS attack was detected until the current time.

In some implementations, the history/summary604may include a transcript of discussions that occurred about the crisis. For example, the history/summary includes a chat log614of a discussion between team members (discussed in more detail with respect toFIG. 9, below).

The information about the crisis may also include reference material608. The reference materials610can include checklists, pre-developed messaging, questions to ask, etc.

The user interface600may also allow the user to add new documents or entries into the history and/or summary604. When a user adds a document or entry into the history and/or summary, the members of the team assigned to the crisis may receive push notifications about the change.

FIG. 7illustrates an example of a user interface700that displays team members assigned to a particular crisis. A team of individuals may be assigned to handle the communication and coordination during a particular crisis. The user interface700can display a list702of the current individuals704assigned to the crisis. The user interface700can also enable a user to add a member708or remove a member706from the list. In some implementations, only some individuals may be authorized to add or remove members from a team. In some implementations, teams including one or more members may be initially assigned to manage a crisis as a group. As the needs of the team evolve, members may be added or removed.

FIG. 8illustrates an example of a user interface800for preparing an outgoing communication802. The communication can be based off of a set of predetermined, pre-crafted communications for various situations. For example, the crisis communications management system may have a set of pre-approved messages that can be used to communicate with various parties in the event of a crisis.

A user may have the ability to edit the text of the default message.

The user may also be able to send messaging for approval806to a third party. For example, messages to stakeholders may need to be approved by a manager or second crisis team member prior to delivery. The crisis communications management system may have a record of approved managers for particular types of crises or for a particular crisis. By selecting the “send for approval” button, the user sends the message804to the approver for acceptance.

FIG. 9illustrates an example of a chat collaboration function of the electronic and mobile devices. Each crisis may be associated with its own chat room, as shown by the title bar908. In the chat room, team members can communicate asynchronously. In some implementations, each user may be identified in the chat, for example, the chat text904may be identified as having been sent by a particular team member, through a label and may also include color coding (not shown). Additionally, each chat text would contain date and time stamp. The user of the mobile device may enter communications using a conventional keyboard function906on the electronic or mobile device. The user of the mobile device may also enter communication using talk to text capabilities.

FIG. 10illustrates an example of a data model1000to support a crisis communications management system. A crisis1002refers to any event that requires the intervention or attention of a crisis management team. In some implementations, crises may be rated based on severity.

A crisis may be associated with a set of reference documents and guidelines1004. The reference document and guidelines may be a collection of materials prepared in advance to describe how to triage and respond to the crisis. The materials may include, for example, best practices, warnings, and governmental or regulatory directives.

Included in the reference documents and guidelines may be messaging/criteria which could include questions1006. The questions1006may be questions that should be answered by the crisis management team or subject matter experts in order to gain a more complete understanding of the crisis situation.

When a crisis1002is identified the crisis communications management system may create a collaboration space1008. The collaboration space1008is a space for use by team members1010assigned to address the crisis situation.

Each member of the team may have one or more devices1012that are authorized to interact with the crisis communications management system.

In some implementations, individuals may be part of preset crisis communications management teams1014. Teams may be set up before crises occur.

Working with the collaboration space1008, members may create and collate notes, documents, and other communications1016. Team members may be able to share pictures, e-mails, text messages, news feeds, and other information using the chat function.

FIG. 11is a flow chart of an example of a process1100used by a crisis communications management system. The process may be performed by a crisis communications management system including a memory and processor capable of performing instructions provided on a non-transitory computer readable medium.

The process1100establishes1102a secure connection between a crisis communications management system and an electronic or mobile device. The connection may be secured using HTTPS, SSL, a VPN, encryption, or through other mechanisms.

The process1100receives1104, over the secure connection, a status update about a crisis. For example, a user may enter a status update into the mobile device and send the update to the crisis communications management system.

The process1100identifies1106electronic or mobile devices associated with team members assigned to the crisis.

The process1100pushes1108the status update to each of the plurality of mobile devices. The process1100may use push notifications as described above.

A computer program, which may also be referred to or described as a program, software, a software application, a module, a software module, a script, or code, can be written in any form of programming language, including compiled or interpreted languages, or declarative or procedural languages, and it can be deployed in any form, including as a stand-alone program or as a module, component, subroutine, or other unit suitable for use in a computing environment. A computer program may, but need not, correspond to a file in a file system. A program can be stored in a portion of a file that holds other programs or data (e.g., one or more scripts stored in a markup language document, in a single file dedicated to the program in question, or in multiple coordinated files (e.g., files that store one or more modules, sub-programs, or portions of code)). A computer program can be deployed so that the program is executed on one computer or on multiple computers that are located at one site or distributed across multiple sites and interconnected by a data communication network. The processes and logic flows described in this specification can be performed by one or more programmable computers executing one or more computer programs to perform functions by operating on input data and generating output. The processes and logic flows can also be performed by, and apparatus can also be implemented as, special purpose logic circuitry (e.g., an FPGA (field programmable gate array) or an ASIC (application-specific integrated circuit)).

Computer-readable media suitable for storing computer program instructions and data include all forms of non-volatile non-transitory memory on media and memory devices, including by way of example semiconductor memory devices (e.g., EPROM, EEPROM, and flash memory devices), magnetic disks (e.g., internal hard disks or removable disks), magneto-optical disks, and CD-ROM and DVD-ROM disks. The processor and the memory can be supplemented by, or incorporated in, special purpose logic circuitry.