- Eliminate single points of failure. Build in smart automatic escalations for critical communications. And include clear concise contextual information. In order to make decisions, staff need not just the alarm result, they need immediate access to the context.
- Send the right information to the right person on the right device. Using modern digital systems, communications can be made almost instantaneous by using multiple modalities.
- Automate the delivery of critical information.
- Trust your alarm monitoring system. If you build an automatic alarm escalation, measure the activity before taking it live. Measure the true and false positive rate. Understand what’s the chance that the alarm is real?
- Leverage communication systems that provide ‘presence’ – who is or is not available?
- Simplify processes. At Notre Dame, the sensing system, monitoring person, escalation paths, and responders were not united on one communication platform. This makes handoffs more complicated, and post-hoc analysis of events more difficult.