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Crisis Management Communication Platform for Public Sector

New tools can help state and local governments handle the COVID-19 pandemic.

What this solution does:

The Publicis Sapient Crisis Management Communication Platform coordinates a comprehensive, connected response:

  • Enables faster, two-way communication between the government and public via incident reports, social media and email
  • Supports proactive monitoring of people impacted by the crisis
  • Streamlines the management and distribution of important resources

 


Successful communication could help to flatten the curve of coronavirus cases to alleviate some of the enormous strain on our healthcare system.

“We put our heads together right at the beginning of this. That first week we were ordered to stay at home, we asked what can we do with our practice to help?” said Lynn Lannin, state and local industry lead for Publicis Sapient.

Lannin’s team noticed that local governments were not getting information to the public quickly enough because they weren’t using the best communication channels. With the situation evolving quickly, social media managers must have been overwhelmed juggling so many different platforms.

In response, Publicis Sapient built the Crisis Management Communication Platform (CMCP), which empowers state and local authorities to proactively engage with the public where they are.

Author

Michael Walsh

In the Midst of a Crisis

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We explain how how public and private sector organizations can achieve clear and efficient communication to coordinate swift responses to crises.

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This is an integrated, streamlined platform that delivers three crucial abilities: 

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Benefits

  • Communication between officials and citizens: By in-depth incident reporting, social listening, email alerts

  • Active monitoring: From inception to resolution

  • Seamless coordination: Management and distribution of resources

“In a world where consumers are spending most of their time in consumer apps or on social media, let’s get the communication to those channels. That will be more effective in a crisis. There’s no excuse not to get to people in a crisis,” Lannin said.

“They need to communicate with people where they are and not just expect them to go to the Department of Public Health website. That’s an old way of thinking.”

This is an integrated, streamlined platform that delivers three crucial abilities: two-way communication between public officials and citizens (in-depth incident reporting, social listening, email alerts), active monitoring (from inception to resolution) and seamless coordination (management and distribution of resources).

Separately, these are cumbersome and time-consuming tasks. But connected in one platform, the information from one area informs and improves the response in another.

The platform includes a responsive 311 app, case management tools, mappings of cases, pre-configured forms and tiles, relevant articles from the World Health Organization and Centers for Disease Control and Prevention, multilingual capabilities and Social Studio Command Center.

Publicis Sapient took its suite of Salesforce products solutions to effectively create a communication platform for an agency. The fusion of marketing technology and local governments differentiates this platform from previous options.

The Social Studio Command Center allows a public agency to respond directly to posts about a crisis and point followers to the right information.

CMCP is powered by Salesforce, a cloud-based customer-relationship management service that’s well-known in marketing. Among other tasks, Salesforce makes it easier for marketers to track leads and manage analytics in a centralized location.

Publicis Sapient took its suite of Salesforce products solutions to effectively create a communication platform for an agency. The fusion of marketing technology and local governments differentiates this platform from previous options.

CMCP will help local governments respond to all sorts of crises but has applications for commercial enterprises as well. For instance, human resources departments could use CMCP to track which employees have been diagnosed with COVID-19 or are in self-isolation.

Right now, many large companies are tracking their staffs with unwieldy spreadsheets. But this crisis management tool could help them track these cases and organize their communications in a centralized location.

There is no known cure or vaccine for COVID-19. Effective communication by state and local agencies is one of the best ways to halt the spread of this deadly virus.