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The Journey from Critical Messaging to Critical Incident Management

Graeme Hull  (Managing Director, SWISSPHONE LLC)

Location: N257

Date: Monday, March 21

Time: 1:30 pm - 2:15 pm

Track: Critical Infrastructure & Private Networks, In-Building Wireless

Format: Power Session

Vault Recording: TBD

In this session, the Presenter, Graeme Hull, will highlight the differences between Critical Messaging and Critical Incident Management and show how customers can benefit from this evolution of the industry.

Critical Messaging has enriched the delivery of alerts and critical messages to user with feedback and status updates in order to escalate alerts to the right person. With the emergence of Critical Incident management, new solutions appear that extend the scope by offering

1) Pre-event preparation for and prevention of critical incidents, such as
o E-Learning Packages
o Work Procedure Guidance
o Training Course Validation

2) Additional value-added and context-driven user content in case of critical incidents, such as
o Critical Incident Procedures
o Evacuation Instructions and Maps
o Checklists and Guided Processes

3) Post-event documentation and analysis of critical incidents

These critical incident management solutions allow new use cases
o Crisis Team Virtual Situation Room
o Cyber attack Fallback Infrastructure
o Mass Notification & Information
o Near Miss Reporting & Management

Many organisations are subject to the provisions of legislation, such as the Clery Act, meaning that they have to enact procedures to give timely warnings of events that represent a threat to their staff, users and stakeholders and to keep records of such events.

The new platforms discussed in this presentation show how organisations can move beyond the ability to simply dispatch critical messages into a new arena that helps them to add rich content to critical messages that enhances their ability to manage an event before, during and after the alarm is raised.


- Knowledge of new solutions to enhance Critical Messaging

- Compliance with applicable legislation, such as the Clery act

- Appreciation of the additional content that can be delivered to end-users to improve safety during critical events