{"id":2040,"date":"2012-07-19T13:21:45","date_gmt":"2012-07-19T12:21:45","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=2040"},"modified":"2019-12-31T12:08:51","modified_gmt":"2019-12-31T11:08:51","slug":"alerter-en-cas-de-crise-faut-il-passer-par-un-emns-emergency-mass-notification-system","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2012\/07\/alerter-en-cas-de-crise-faut-il-passer-par-un-emns-emergency-mass-notification-system\/","title":{"rendered":"Alerter en cas de crise : faut-il passer par un EMNS (Emergency Mass Notification System)?"},"content":{"rendered":"<p>De l\u2019art de mobiliser en situation de crise\u2026<\/p>\n<p align=\"left\"><em>\u00ab\u00a0Allo Bernard\u00a0? C\u2019est Jacques\u00a0! Ton pro est sur r\u00e9pondeur, heureusement Philippe avait ton perso. <\/em><\/p>\n<p align=\"left\"><em>D\u00e9sol\u00e9 de te r\u00e9veiller, mais \u00a0notre SI est tomb\u00e9. Apparemment, une mise en production s\u2019est mal pass\u00e9e. Quelle application ? Aucune id\u00e9e.<\/em><\/p>\n<p align=\"left\"><em>Philippe m\u2019a charg\u00e9 de mobiliser la cellule de crise. Du coup, tu peux regarder la proc\u00e9dure et appeler Simone avant de venir s\u2019il te plait\u00a0? Rappelle-moi si tu ne retrouves pas le num\u00e9ro. J\u2019esp\u00e8re qu\u2019elle sera l\u00e0, c\u2019est vraiment la gal\u00e8re on est en pleine cl\u00f4ture. <\/em><\/p>\n<p align=\"left\"><em>Envoie-moi un SMS pour me dire quand \u00a0tu arrives. Au fait, tu sais o\u00f9 on se retrouve ? Non\u00a0? \u00c0 l\u2019Atlantis, salle du conseil.\u00a0On verra en arrivant comment on pr\u00e9vient les collaborateurs.\u00bb<\/em><\/p>\n<p>Bien que fictives, ces quelques lignes \u2013 qui \u00e9voqueront peut-\u00eatre \u00e0 certains des souvenirs \u2013 mettent en \u00e9vidence les points cl\u00e9s d\u2019un d\u00e9but efficace de gestion crise et les difficult\u00e9s aff\u00e9rentes.<\/p>\n<p><!--more--><\/p>\n<p>En effet, les diff\u00e9rents acteurs doivent r\u00e9ussir \u00e0 se contacter, relayer une information exacte, obtenir de la visibilit\u00e9 sur les disponibilit\u00e9s et, \u00e9ventuellement, alerter massivement les collaborateurs\u00a0; alors m\u00eame qu\u2019ils sont en situation de stress, pas ou peu pr\u00e9par\u00e9s, que les proc\u00e9dures et annuaires sont oubli\u00e9s voire non mis \u00e0 jour et que les moyens de communication habituels ne sont pas forc\u00e9ment disponibles.<\/p>\n<p>Impossible d\u00e8s lors de s\u2019assurer que\u00a0l\u2019alerte a \u00e9t\u00e9 correctement transmise jusqu\u2019aux derniers maillons et que la mobilisation suffit \u00e0 adresser la crise rencontr\u00e9e. Sans parler de la probable difficult\u00e9 \u00e0 informer l\u2019ensemble des collaborateurs de l\u2019organisation.<\/p>\n<p>Au vu de ces difficult\u00e9s, le recours \u00e0 un outillage sp\u00e9cifique \u00e0 ces premi\u00e8res phases de crise peut se r\u00e9v\u00e9ler pertinent.<\/p>\n<h2>Industrialiser l\u2019alerte\u00a0: des outils offrant de nombreuses fonctionnalit\u00e9s couvrant diff\u00e9rents aspects de la gestion de crise<\/h2>\n<p>On distingue classiquement deux besoins d\u2019alerte distincts lorsqu\u2019une organisation doit faire face \u00e0 une crise. Le premier est de monter le plus rapidement possible la cellule de crise appropri\u00e9e \u00e0 la nature du sinistre. Le second est d\u2019alerter largement ses collaborateurs \u2013\u00a0 \u00e9ventuellement organis\u00e9s en diff\u00e9rentes populations \u2013 de fa\u00e7on pro active, tout en s\u2019enqu\u00e9rant de leur condition (ce que ne permet pas l\u2019usage d\u2019un num\u00e9ro vert).<\/p>\n<p>Pour ce faire, il est possible de recourir \u00e0 ce que les am\u00e9ricains appellent un EMNS\u00a0: Emergency Mass Notification System, ou outil d\u2019alerte et de communication d\u2019urgence, qui vise \u00e0 \u00e9viter les \u00e9cueils d\u00e9crits plus haut gr\u00e2ce \u00e0 diff\u00e9rentes fonctionnalit\u00e9s.<\/p>\n<p>En amont, un tel outil permet de d\u00e9finir des <strong>sch\u00e9mas d\u2019alerte<\/strong>, listant les <strong>personnes \u00e0 pr\u00e9venir <\/strong>(sans limitation de nombre), l\u2019\u00e9ventuelle escalade, les <strong>moyens de communication<\/strong> \u00e0 utiliser (mail, t\u00e9l\u00e9phone, serveur vocal interactif, sms voire fax, en distinguant les canaux principaux de ceux \u00e0 activer en cas d\u2019\u00e9chec), et enfin <strong>la teneur du message<\/strong>, qui peut bien s\u00fbr \u00eatre adapt\u00e9e le jour J.<\/p>\n<p>En cas d\u2019alerte \u00e0 d\u00e9clencher, la personne d\u2019astreinte dispose de <strong>diff\u00e9rents moyens d\u2019activation<\/strong>. Le principal est un portail internet, mais il est aussi possible de lancer une activation par d\u2019autres m\u00e9dias (t\u00e9l\u00e9phone, sms, etc.).<\/p>\n<p>Une fois l\u2019alerte lanc\u00e9e, l\u2019outil permet de suivre <strong>la progression du processus<\/strong>\u00a0: \u00e9chec ou succ\u00e8s des appels, retours des personnes contact\u00e9es, etc.<\/p>\n<p>Cette richesse fonctionnelle a pour contrepartie l\u2019exploitabilit\u00e9 de la solution. Les interfaces sont riches et leur maitrise n\u2019est pas imm\u00e9diate, du moins en ce qui concerne le param\u00e9trage.<\/p>\n<p>La mise en place d\u2019un tel outil peut aussi demander un investissement non n\u00e9gligeable, voire un d\u00e9veloppement sp\u00e9cifique pour assurer l\u2019interface avec des \u00e9l\u00e9ments du SI de l\u2019organisation comme l\u2019annuaire des contacts. Les co\u00fbts d\u2019entr\u00e9e peuvent donc \u00eatre \u00e9lev\u00e9s.<\/p>\n<p>Au quotidien le co\u00fbt est principalement constitu\u00e9 de l\u2019abonnement, ces outils \u00e9tant le plus souvent propos\u00e9s en mode SaaS, notamment pour ne pas les exposer aux m\u00eames risques que ceux des clients. Les communications sont factur\u00e9es \u00e0 l\u2019usage.<\/p>\n<h2>Un march\u00e9 des EMNS loin d\u2019\u00eatre uniforme \u00e0 travers le monde<\/h2>\n<p>Ces outils se sont principalement d\u00e9velopp\u00e9s aux Etats-Unis, sous l\u2019impulsion de r\u00e9glementations f\u00e9d\u00e9rales (NFPA 72 2012 et DoD UFC 04-021-01). En mars dernier, le Gartner a men\u00e9 une revue des EMNS pr\u00e9sents sur le march\u00e9 am\u00e9ricain, qui a recens\u00e9 plus de 50 fournisseurs\u00a0; 13 ont fait l\u2019objet d\u2019une \u00e9tude d\u00e9taill\u00e9e, et 4 ont \u00e9t\u00e9 positionn\u00e9s dans le quadrant des leaders : Everbridge, MIR3, SendWordNow et AtHoc .<\/p>\n<p>Pour autant, aucun de ces acteurs majeurs n\u2019est pr\u00e9sent en Europe, o\u00f9 l\u2019on trouve g\u00e9n\u00e9ralement un acteur pr\u00e9pond\u00e9rant par pays\u00a0: Fact24 en Allemagne, AlarmTilt au Luxembourg, DolphinSystemsSikado en Suisse, etc.<\/p>\n<p>Certains, comme Fact24 et AlarmTilt sont n\u00e9anmoins pr\u00e9sents sur le march\u00e9 fran\u00e7ais, mais celui-ci reste atypique. Peu d\u00e9velopp\u00e9, il est en effet essentiellement adress\u00e9 par des acteurs du telemarketing ou de la relation client qui ont su adapter leurs plates-formes \u00e0 la transmission d\u2019alertes (par exemple la solution GALA, qui \u00e9quipe la majorit\u00e9 des pr\u00e9fectures, bas\u00e9e sur l\u2019offre ContactEveryOne d\u2019Orange ou la solution push SMS de Jet Multimedia).<\/p>\n<p>Se positionnent \u00e9galement des acteurs issus de la surveillance et de l\u2019alerte industrielle, avec des outils en mesure de s\u2019interfacer avec diff\u00e9rents canaux de communication pour proposer un service \u00e9quivalent \u00e0 un EMNS.<\/p>\n<h2>Consulter le march\u00e9 pour trouver l\u2019outil qui saura accompagner une organisation de crise d\u00e9finie au pr\u00e9alable<\/h2>\n<p>Avant d\u2019envisager le recours \u00e0 un EMNS, il est n\u00e9cessaire d\u2019\u00eatre au clair sur sa gestion de crise et sur les modalit\u00e9s d\u2019alerte et d\u2019information de ses collaborateurs\u00a0: acteurs mobilis\u00e9s,\u00a0messages d\u00e9livr\u00e9s, information avec acquittement de collaborateurs, etc. Comme \u00e0 chaque fois, l\u2019outil doit venir accompagner un processus en place, et non pas permettre de le d\u00e9finir.<\/p>\n<p>Une fois ce pr\u00e9-requis atteint,\u00a0 le recours \u00e0 EMNS est de nature \u00e0 acc\u00e9l\u00e9rer les phases d\u2019alerte et accompagner le dispositif de crise. Ceci est d\u2019autant plus vrai pour les organisations de grande taille, g\u00e9ographiquement r\u00e9parties ou ayant des modalit\u00e9s d\u2019astreinte complexes.<\/p>\n<p>Reste d\u00e8s lors \u00e0 trouver le bon outil, qui saura r\u00e9pondre au besoin, \u00eatre disponible le jour J, et dont on est s\u00fbr que les communications seront transmises, le tout \u00e0 un co\u00fbt raisonnable. Pour y parvenir, il faudra se demander quelles sont les fonctionnalit\u00e9s qui serviront \u00e0 accompagner la gestion de crise, et \u00eatre en mesure de les distinguer de celles qui constitueront un plus. Puis consulter le march\u00e9 sur cette base pour trouver l\u2019outil ad\u00e9quat.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>De l\u2019art de mobiliser en situation de crise\u2026 \u00ab\u00a0Allo Bernard\u00a0? C\u2019est Jacques\u00a0! Ton pro est sur r\u00e9pondeur, heureusement Philippe avait ton perso. D\u00e9sol\u00e9 de te r\u00e9veiller, mais \u00a0notre SI est tomb\u00e9. Apparemment, une mise en production s\u2019est mal pass\u00e9e. Quelle&#8230;<\/p>\n","protected":false},"author":17,"featured_media":6343,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[36,3225],"tags":[244,3312,1070,131,124],"coauthors":[809],"class_list":["post-2040","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cybersecurity-digital-trust","category-ethical-hacking-indicent-response","tag-crise","tag-crisis-management-2","tag-outillage","tag-pca","tag-plan-de-continuite-dactivite"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Alerter en cas de crise : faut-il passer par un EMNS (Emergency Mass Notification System)? - RiskInsight<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.riskinsight-wavestone.com\/2012\/07\/alerter-en-cas-de-crise-faut-il-passer-par-un-emns-emergency-mass-notification-system\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Alerter en cas de crise : faut-il passer par un EMNS (Emergency Mass Notification System)? - RiskInsight\" \/>\n<meta property=\"og:description\" content=\"De l\u2019art de mobiliser en situation de crise\u2026 \u00ab\u00a0Allo Bernard\u00a0? 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C\u2019est Jacques\u00a0! Ton pro est sur r\u00e9pondeur, heureusement Philippe avait ton perso. D\u00e9sol\u00e9 de te r\u00e9veiller, mais \u00a0notre SI est tomb\u00e9. Apparemment, une mise en production s\u2019est mal pass\u00e9e. 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