PRESENTATION FOR RISK AND INSURANCE MANAGEMENT SOCIETY

1. PRESENTATION FOR RISK AND INSURANCE MANAGEMENT SOCIETY • Multigenerational Communications and Emergency Notification Systems • Joseph J. Mazza, ARM • November 15th, 2007

2. Multigenerational Communications and Emergency Notification Systems • Identify the three major generations in today’s workplace and define them by events, experiences and people. • Compare the values of these three groups. • Identify and compare feedback and communication styles most effective for each group. • Review emergency notification systems using this information for greater effectiveness.

3. Multigenerational Communications Who are the current generations working together? 1. G.I.Generation 1901-1924 2. Traditionalists 1925-1945 3. Baby Boomers 1946-1964 4. Generation X 1965-1980 5. Generation Y Post 1980

4. Traditionalists 1925-1945 • 75 Million, Age 62 and over • Also know as the Silents, the War Generation and the Greatest Generation. • Defining events include the Great Depression 1929-1942 and World War II from 1941-1945. • Radio, Newspaper, Newsreel, Elvis • Philosophy-We

5. Baby Boomers 1946-1964 • 80 Million, Ages 42- 61 • What Shaped Them • Vietnam War • Civil Rights Movement • Television; Beatles • The Rebel Mentality • The World is not Safe • Philosophy-Us

6. Baby Boomers 1946-1964 • What They Experienced • Rock and Roll • Television • Protests/Riots • Space Exploration • Hippies • Sexual Revolution • Yuppies-Young Urban Professionals • New Definition of 50

7. Baby Boomers 1946-1964 • Their Approach • Compete and Stand Out • Question Authority • Make a Difference • The Climate They Create • Superman • You had better be working as hard as I do • Look, I’m Changing the World

8. Baby Boomers 1946-1964 • Conflict Style • Pay Attention to Me • What Does it Take to Get What I want? • Do Something…But do it now. • Management Style • Pushing, Always Pushing • What Does it Take to Succeed? • Lead, Follow, or Get out of the Way

9. Baby Boomers 1946-1964 • What Moves Them • Nostalgia • High Ideals • Recognition-Money, Title, Acclaim • How to Make them Mad…Fast • Letter of the Law • Don’t Give them the “Big Picture” • Imply they aren’t Different (Unique) • Not Offer to Help

10. Baby Boomers 1946-1964 • Service Expectations • Go with the Flow, but recognize how unique I am • Respond to People and the situation • Rules are Hobgoblins of little minds • Violate my Expectations and I’ll get verbal

11. Baby Boomers 1946-1964 • What They Respond To: • Iconic Authority-Heroes • The things that are earned • Comfort; “I’ve earned luxury” • Anti-Aging • Cues of Achievement & Status • Perks • Pacing of workload • Change the world; “I made a Difference” • You’ve STILL Got IT!

12. Generation X 1965-1980 • 46 Million, Ages 27-42 • What Shaped Them • Chernobyl; Lockerby Plane Terrorist Act • Beavis and Butthead • Cable, Digital, Fax, Pagers, Palm Pilots • My Family is Not Safe • Philosophy-I

13. Generation X 1965-1980 • What They Experienced • Disappointed Children of Divorce • Driven to Independence • AIDS • Crack/Gangs/Violence • Downsized Parents • Pop Culture • Information Explosion • Latch-Key Kids

14. Generation X 1965-1980 • Climate • This had better be useful • This had better work • You Save the World, I’m going to my kid’s Soccer game • Removed from full engagement • Conflict Style • Anticipate my needs or I will, leave • Do what I want, or leave me alone • Vote with My Feet

15. Generation X 1965-1980 • Big Issue • Their Lives are overly complex… so looking for simplification and function • Bigger Impact • Dislike forced face to face and prefer web and email interactions • Not Intrusive or mandatory • Flexible and Distanced

16. Generation X 1965-1980 • Service Expectations • Process that understands they have other priorities • Don’t make me come talk to you face to face • Violate my expectations and I take my ball and glove and go

17. Generation X 1965-1980 • What They Respond To • Themselves reflected in the messages • Fierce sarcasm/Imagination/Creativity • Luxury • Stupid/Smart Messages • Function AND Style • Their Children…But Not Mushy • Accomplish the work your own way • Flexibility

18. Generation X 1965-1980 • What They Respond To (continued) • In charge of your own workload • Rules, We don’t need no stinking rules • Autonomy

19. Generation Y Post 1980 • 76 Million, Age 27 and younger • Millennial What Shaped Them • Violence in School-Columbine/Virginia Tech • 9/11 • The Internet; Telatubbies • Boomers and Gen X Parents • I am not Safe • Philosophy-All

20. Generation Y Post 1980 • What They Experienced • Integration • Understand Multi-layered information • Unity • Optimistic • Reared in the era of Psychology • Birth of the Future • Recycling • They are Loved

21. Generation Y Post 1980 • The Climate • My Parents want to talk with you • We are all working equally hard • Engaged but Passive • Conflict Style • I don’t like conflict, let’s work together • What Does it Take to Make it Work? • You help me. I’ll help You. • “Take this job and shove it”

22. Generation Y Post 1980 • Core Beliefs • They won’t be as well off as their parents • The American Dream is Freedom…Not Money • They are herd creatures • They trust other members of the herd • How to Make them Mad…Fast • Not Answer Quickly…or imply they don’t know how the world works.

23. Generation Y Post 1980 • What They Respond To • New Ideas • Friends (The Herd) • Multi-sensory experiences • Messages that acknowledge they are smart • Fun/Learning • Parents as Heroes

24. Generation Y Post 1980 • What They Respond To (continued) • Interesting People • Sense of Community • You will have fun • You will have choices • Meaningful work • Learn and grow in what interests you

25. Communications • Communication Differences BoomerGen XGen Y F2F Preferred Avoided OK Phone Acceptable Preferred OK Email OK Preferred Only with Adults IM Avoided OK Preferred Paper Oooooh! Not really Why?

26. Emergency Notification Systems (ENS) • Employees, Visitors and Vendors • On Premises Loud Speakers in Buildings/phone systems/runners/radio networks on construction sites

27. Emergency Notification Systems • Voice Messaging • Vast majority of employees have both home phones and cell phones • Most effective method since employees are generally accustomed to technology • ENS must have capacity to place large number of voice calls in a short amount of time. • Reach multiple groups with multiple messages

28. Emergency Notification Systems • Text Messaging • Vast majority of employees carry cell phones. • Young workers are avid users of text messaging. • They prefer communicating via cell phone-based text messages rather than email • An ENS must have capacity to send an extremely large number of text messages in a short amount of time. • Potential use includes multiple groups with multiple messages.

29. Emergency Notification Systems (ENS) • Caller ID and related issues • When sending voice messages to employees home or cell phone, it would be desirable to control the caller ID text displayed on the receiving phone • Alerts employees that they have an incoming emergency call from Employer

30. Emergency Notification Systems (ENS) • Distribution List Management • Must have capacity to maintain and utilize a large number of distribution lists such as all employees, key employees, branch employees, administration, etc. • List should be able to contain home phone numbers, cell phone numbers, and email addresses

31. Emergency Notification Systems (ENS) • User Opt in/out & Number Change Capability • Employee users should be able to update their contact information quickly and easily. • Opt into ENS and provide their contact information • Opt out of non-emergency notifications only

32. Emergency Notification Systems (ENS) • Message Confirmation • Regardlessof message format, an ENS should have thecapacity to receive and record a confirmation that the message was delivered and received. • Customized messages are desirable • Example: Message to administrators might ask them to respond as to when they might expect to return to work in event of emergency-press 1 for 30 minutes, press 2 for one hour, etc.

33. Emergency Notification Systems (ENS) • Remote Hosting • In case of a significant natural disaster such as a major earthquake or other serious emergency, it is possible that the data center may be disabled. • Critical to have data center that hosts ENS be located in another part of the country not likely to be affected by the same disaster or emergency

34. Emergency Notification Systems (ENS) • Multiple Activation Methods • Due to nature of emergency or location of key emergency personnel at the time of an emergency, those personnel may not have access to a computer or viable network connection to activate ENS. • Need ability to record and dispatch emergency notices via telephone or cell phone is essential feature of and ENS.

35. Emergency Notification Systems (ENS) • Accountability Reports • Once an emergency situation has been declared, there will be a need to analyze and assess the action of emergency responders and their efforts to properly inform employees, vendors, etc. • Reports that verify the messages sent, format used, the time sent and the success of the delivery of messages with confirmations will be essential to that analysis.

36. Emergency Notification Systems (ENS) • Summary of Vendor Programs (DISCLAIMER!!) • Vendor #1 • Offer duplicate data centers • Provide voice and native text messaging to unlimited distribution lists • Furnish message confirmation and caller ID. • Status reporting done in real time • Opt in/out features integrated into website • Messages can be originated and activated remotely or though 24/7 CSR.

37. Vendor #2 • Have data centers in five secure facilities in Dallas, Los Angeles, Las Vegas, Chicago and Canada. • Deliver voice and native text messages at a rate of up to 3.2 million calls per hour. • Unlimited number of messages can be prerecorded and unlimited number of distribution lists stored in system. • Integration with Computer Assisted Dispatch (CAD) and Geographic Information System (GIS) systems so users can be contacted on a geographic basis.

38. Vendor #3 • Started as a Marketing firm designed to disseminate text messaging for large commercial firms. • Adapted technology to provide ENS. • Two data centers in California and Texas • Offer voice and native text messaging, caller ID and confirmations. • Can be integrated with web site to provide opt in/out functionality for users. • Remote activation by telephone or text messaging.

39. Office of Emergency Services- Mass Notification System • Offered to cities in San Diego Operational Area and County Departments with Special Districts eligibility. • Use of system restricted to pre-established calling lists intended for purpose of recalling/contacting staff during an emergency • Limited to: • 1. Imminent or perceived threat to life or property • 2, Disaster notifications • 3. Evacuation notices

40. Office of Emergency Services- Mass Notification System • 4. Public health emergencies • 5. Any notification to provide emergency information to a defined community Employee Call-back limited to: • 1. Contacting first responders to advise of an emergency • 2. Contacting first responders to report for duty due to an emergency • 3. Contacting key staff regarding an emergency or crisis situation • 4. Contacting agency employees to report at a different time or location due to an emergency

41. Multigenerational Communications and Emergency Notification Systems • QUESTIONS? • Sources include material from Pamela Cox-Otto, Ph.D.