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Building a Joint Information System (JIS). Changing the paradigm: New communication and emergency response strategies for today’s environment. Why Change?. The current standard for emergency communications during a declared emergency is antiquated. Changing the Paradigm. What is a JIS?.

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building a joint information system jis

Building a Joint Information System (JIS)

Changing the paradigm: New communication and emergency response strategies for today’s environment

why change
Why Change?

The current standard for emergency communications during a declared emergency is antiquated

Changing the Paradigm

what is a jis
What is a JIS?
  • A JIS is a holistic approach to emergency communications. It provides an important framework for reaching out to the public to provide accurate, timely information, as well as to protect and maintain company trust and credibility
  • A JIS allows flexible, scalable and portable communications to meet the demands of real world reporting

Changing the Paradigm

components
Components
  • Pre-event planning
  • Virtual Joint Information Center (V-JIC)
  • Social media & emergency response
  • Message management during an event
  • JIC operations
  • Realistic drills and exercises
  • Protocol for response to an event of public interest

Changing the Paradigm

guidance for pre event planning
Guidance for Pre-Event Planning

Changing the Paradigm

effective partnership
Effective Partnership

Corporate communications and emergency preparedness must partner for success.

  • Communications/EP working group
  • Outline communications support
  • Determine shared responsibilities
  • Review OE, procedural changes, etc
  • Joint Information Center “Guidebook”

Changing the Paradigm

normal communications event communications
Normal Communications  Event Communications

Utilize the resources and processes already in place

Do not need to “reinvent the wheel”

Communications takes the lead

Emergency Preparedness supports Communications

Changing the Paradigm

public education and outreach program
Public Education and Outreach Program

An effective public education program includes both public education material and community outreach.

Benefits of effective communication

Public education examples

Leverage state-wide or national events

National preparedness month

People will respond appropriately

Changing the Paradigm

establish a group of spokespersons
Establish a Group of Spokespersons

Spokesperson - public face of organization

Should be skilled at delivering messages

Proven leaders, organized, good listeners

Training – media training and drills

Mock media

Surrogates lead to negative training

Changing the Paradigm

develop relationships with stakeholder public information officers
Develop Relationships with Stakeholder Public Information Officers

Annual meeting with key PIOs

Conduct media training for off-site PIOs

Review pre-approved templates/messages

Understanding of NIMS/ICS

Plant emergency communications manual

Press conference specifics

Conduct video interviews with PIOs

Changing the Paradigm

develop working relationships with local media
Develop Working Relationships with Local Media

Good relationships during normal operations will result in more balanced reporting during a declared emergency or unexpected event.

Periodic meetings with the news managers

Invite the media to the plant

Provide media with contact information

Review and update all contact lists

Changing the Paradigm

cultivate third party experts
Cultivate Third-Party Experts

The general public places a high level of trust in third-party experts.

Provide them information

Grassroots efforts

Outreach to different groups

Social networks

Media training for identified experts

Changing the Paradigm

develop a group of simple easily understood templates graphics
Develop a Group of Simple, Easily-Understood Templates/Graphics

Develop graphics and other collateral before an emergency occurs.

Fukushima - need for technical data, plant information and key facts, quickly

Materials should not be complicated - hard copy and electronic

Examples of materials

Changing the Paradigm

develop emergency message mapping
Develop Emergency Message Mapping

From NUREG/CR-7033 Ideally, each nuclear plant should:…

Develop a message map briefing book for different scenarios.

Develop a comprehensive risk and crisis communication plan.

Conduct regular message mapping practice sessions, drills, and exercises.

Changing the Paradigm

prepare for hostile action events
Prepare for Hostile Action Events

Understanding the challenges

Identifying gaps in public information processes

The need for public information personnel at an incident command point (ICP)

Strong communications - ICP and JIC

National Response Framework (NRF) and ESF 15

Changing the Paradigm

establish a dark website
Establish a Dark Website

Invisible site that can be activated quickly and made visible in a declared emergency

Important crisis communications tool

Recommended items to include on a dark site

Changing the Paradigm

slide17

Virtual Joint Information Center (V-JIC), Social Media and Realistic Drill and Exercises

Changing the Paradigm

virtual joint information center v jic
Virtual Joint Information Center V-JIC
  • NUREG/CR-7032
  • A public communication system
  • Relies on technology, not a “building”
    • Immediate interface
    • Inclusive/scalable
    • Infrastructure
    • Information integration

Changing the Paradigm

recommendations for a v jic
Recommendations for a V-JIC
  • Information to share
    • Plant status
    • Fact sheets
    • Links to participating/relevant agencies, videos, social media
  • Infrastructure
    • Conference bridge lines
    • Email distributions
    • Video conferencing-”Skype”
    • Share drives and software

Changing the Paradigm

the ultimate goal
The Ultimate Goal
  • Validate and share information early, quickly and continually
  • Coordinate/integrate information across affected jurisdictions and organizations – no boundaries

Changing the Paradigm

integrating social media into communications
Integrating Social Media into Communications
  • Develop a social media strategy
  • Join social media communities – watch, share, then engage
  • Prepare materials ahead of time
  • Monitor/plan for social media

interaction:

    • Day to day
    • 24x7
    • Extended events

Changing the Paradigm

incorporating social media into emergency planning jic operations
Incorporating Social Media into Emergency Planning/JIC Operations
  • Formalize social media roles within ERO
    • Social media manager
    • Social media monitor
    • Social media/admin assistants
  • Develop processes for incorporating social media information
  • Drill social media
    • Use instant messaging/emails

Changing the Paradigm

guidance for twitter use
Guidance for Twitter Use
  • As soon as possible, state that event has occurred and you will provide updates
  • Share information from generic fact sheets/pre-approved content to keep information flowing
  • Include links - let media know where to download content
  • Update Google AdWords to direct people to your site

Changing the Paradigm

guidance for twitter use cont d
Guidance for Twitter Use (cont’d)
  • Post spokesperson quotes and links to video
  • Look for ways to quell rumors through blog postings or follow up tweets
  • Continually monitor news monitoring tools
  • Promote/retweet Twitter handles of reputable organizations/individuals
  • Reach out to NEI for help

Changing the Paradigm

social media lessons learned
Social Media Lessons Learned
  • OK to post raw/unedited video/photos (discuss approach with legal PRIOR to events)
  • Speed important but consistency, clarity and veracity MORE important
    • Resist urge to share information until details and messaging are established
    • Don’t respond to every tweet – look for repeated questions or major concerns
  • Become the credible source via your web

Changing the Paradigm

social media lessons learned cont d
Social Media Lessons Learned (cont’d)
  • Look for influencers (those with large followings) - work with them to quickly disseminate info
  • Own the messaging for your plant – background info, basics about nuclear power, etc.
  • Ensure graphics and videos are available and easily downloaded

Changing the Paradigm

initial emergency message coordination
Initial Emergency Message Coordination
  • Vital to speak with one voice to maintain credibility, prior to, and after JIC activation
  • Ability to provide near immediate information via a press release, Twitter and company website is a priority
  • Initial tweet acknowledges event and indicate where information will be posted
  • Once the JIC is activated, all communications and messaging should be coordinated from the JIC.

Changing the Paradigm

media management at the plant site
Media Management at the Plant Site

Plan for managing media at the plant and corporate offices.

Cover the time period prior to JIC activation, (90 to 120 minutes), and for events where the media may not go to the JIC, or the JIC may not be activated.

30

Changing the Paradigm

media management at the plant site1
Media Management at the Plant Site

Two scenarios to consider:

  • Some media outlets will dispatch crews to the plant site and to the corporate office.
  • If the emergency has a newsworthy component, such as a fire that is visible from a distance or a hostile action against the plant, assume media outlets will remain at the plant site.

31

Changing the Paradigm

media management at the plant site2
Media Management at the Plant Site

Develop a kit of information and equipment. The kit may include:

laptop computer with internet/email connections, USB drives

satellite phone, pager, PDA w/wireless capability, equipment chargers

digital camera/flip cams

B-Roll/plant fact sheets/press kits

press kits

personal protective equipment

business cards, bios

Changing the Paradigm

message management following jic activation
Message Management Following JIC Activation

Speaking with one voice is vital to success. The JIC facilitates communications between the site and corporate offices. The corporation should communicate with others, such as:

  • company crisis councils
  • executives
  • governmental affairs / investor relations
  • customer service / external customers
  • employees and retirees

33

Changing the Paradigm

realistic drills and exercises
Realistic Drills and Exercises
  • Each organization supporting nuclear should participate
  • Realistic goals/objectives must include communications
  • Partnership between corporate communications and emergency planning a MUST for effective JIS/JIC Operations

Changing the Paradigm

integrating the communications point of view
Integrating the CommunicationsPoint of View
  • Include communications representative on scenario development team
  • Include meaningful
  • communications elements

in scenario: audible, visible, offsite response

  • Prepare/drill for all types of media – radio, TV, social media, calls, interviews, etc.

Changing the Paradigm

test the communication links
Test the Communication Links
  • “Mock media” simulate real world inquiries
    • Inquiries from customers, media, investors, social media, etc.
    • Press conferences
    • Tweets and blogs to social media
  • NUREG/CR-7033 – example questions the public may ask

Changing the Paradigm

rumor control key evaluation element
Rumor Control – Key Evaluation Element
  • Ability to identify, track and address rumors and inaccurate information
  • Important to monitor and coordinate ALL avenues of information
  • We are only as good as the information we provide

Changing the Paradigm

exercise evaluation
Exercise Evaluation
  • NUREG 0654 - basis for JIC exercise objectives
  • Must broaden to address paradigm shift of technology and JIS communications
  • In addition to “standards” of timely,

accurate information and adequate

facilities, include ability to use social

media and perform elements of a JIS

Changing the Paradigm