Desktop alerts popup messages communication system SOP

Contents

1 Aim

To provide guidance for using the desktop alerts system when sending emergency messages.

2 Scope

The target audience for this standard operating procedure (SOP) is members of trust staff that have the authority to login and use the Desktop Alerts system. These are as follows:

• IT service desk supervisor
• head of communications
• business continuity and EPRR manager
• trust security advisor
• senior IT technicians (on call)

Also included in the distribution are directors, care group directors, associate nurse directors, Communications team, information governance security specialist, HR managers and the head of estates and facilities. This is for the purpose of providing guidance on content of messages sent using this system.

The scope of this SOP covers the sending of emergency messages using the Desktop Alerts System. It does not cover the usage of this system for any other purpose, for example, normal business or non-emergency communication.

It is not envisaged that this system will be used outside normal weekday hours of 9am to 5pm, Monday to Friday.

3 Link to overarching policy, and or procedure

This SOP is overarched by the emergency preparedness, resilience and response (EPRR) policy.

4 Procedure or implementation

4.1 Introduction

The Desktop Alerts System is a communications system that allows on screen messages to be displayed on a large number of IT devices simultaneously, for example, to all trust staff who are logged in to a desktop or laptop.

Use of this system is intended to be restricted to sending emergency messages to avoid over use and staff disengagement.

The system is accessible via secure website to designated staff issued with passwords. Once logged on staff may send a message that appears in a window (box) on the main display of a trust compute within 1 minute of sending.

4.2 Activation

Use of the Desktop Alert system should be considered where urgent communication is needed with staff. Example scenarios are as follows:

• in preparation for or in response to a complete loss of trust switchboard
• in preparation for or in response to a loss of trust IT services
• in preparation for or in response to a loss of access to primary patient database(s)
• in response to an incident in a location that may be of risk to trust staff, for example, a firearms incident or large fire
• in preparation for or in response to a red severe weather warning issued by the Met Office
• in response to a notified cyber incident or alert
• any other situation where there is an urgent need to share information

It is not envisaged that this system will be used outside normal weekday hours of 9am to 5pm, Monday to Friday.

4.3 Designated users

The decision to issue desktop messages is to be made by one of the following:

• Executive Management team (EMT)
• information governance security specialist
• IT senior managers
• head of communications
• trust security advisor
• emergency planning officer

These persons will also be responsible for composing the message to be distributed. Where possible the content will be provided by the member of staff with most experience and knowledge of the subject matter involved.

The decision to use the system should consider the impact of the scenario that is affecting staff and trust services, the speed at which a message needs to be relayed and the other possible means of communication that may be available. Where necessary the trust chief operating officer or deputy within the Executive Management team should be informed of the decision and rationale for sending a desktop message.

Nominated users that are able to send messages are:

• IT service desk supervisor
• head of communications
• trust security advisor
• business continuity and EPRR manager

4.4 Logging onto the desktop alert system

Access to your account is provided through the secure password at desktop alerts (staff access only) (opens in new window) The login screen should look like the image below:

Usernames and passwords are supplied to each designated user.
Simply enter the username and password supplied with your account.

4.5 Composition of messages

The system allows for rapid relay of simple information. It is not suitable for sending detailed messages or documents as attachments. Including hyperlinks within the message allows more detailed messages to be accessible. Where possible keep the message simple to preserve its impact.

4.6 Choosing recipients

All trust IT users with a valid and active network login account are included on the system. It is possible to send messages to all staff, or just to a specific sub set as may be identified by the requestor.

The type of scenario will influence the groups of staff to whom messages are sent, for example, an IT outage in Doncaster will be sent to all Doncaster users, and not to Rotherham or Scunthorpe.

4.7 How to send a message

1. Login at desktop alerts (staff access only) (opens in new window)  using the username and password you have been sent by email.
2. This takes you to the control panel.

The main area of work is in the middle, and links related to the main tasks are on the left.

1. Select Create alert option on the left hand side.
   

   

2. Select Desktop alert from the ‘Select Alert Type’ options displayed in the central panel.
   

   

3. A blank create alert template will be displayed.
   

   

4. Each alert must have a title which is entered in the first box. Typeface, font size, and other text formatting can be applied if required.
   

   

5. The body of the alert message is entered into the second text editing box. Further editing facilities are available in this box, including paragraph indents, number and bulleted lists. Images and hyperlinks can also be included in the body of the message.
   This box can be resized to display more of the message using the handle in the bottom right hand corner.

   

   

6. Alert settings are used to differentiate between the priority of the messages.
   

   

4.8 Sending an immediate message to all users

To send an immediate message to all users who are currently logged on to their device, the following alert settings should be selected.

1. Select the High-priority alert checkbox if this message is urgent, for example, if you need to tell staff they have to evacuate the building. When you send the message, it will appear on users’ computers even if they have set the client to not receive messages.
   

   

2. Select the Acknowledgement checkbox if the message should display an OK button (so reading confirmation can be reviewed).
   

   

3. Select the Auto-close checkbox if the alert should be removed from screen after a specified length of time. Specify the number of minutes the message should remain on screen before it is automatically closed. Also select the allow manual close checkbox so that users can close the message box before it expires.
   

   

4. Check the Lifetime checkbox and enter the timeframe when the alert can be received. After this time the alert expires and won’t be received. It is important to set the lifetime to reduce server load.
   

   

5. Schedule settings must be set for all messages to ensure they expire within the required timeframe. Click on the Schedule alert box to expand the selection.
   

   

6. Select the Schedule alert check box, then select the “Once” radio button.
   

   

7. Set the start date and time (if distribution is to be delayed), and always set an end date and time. Clicking on the start date or end date field will display a calendar where you can select dates. The slider can be used to set the time.
   

   

8. Click on the “Desktop Alert” appearance box to expand the selection. Set the size of the text box (in pixels). A minimum is suggested.
   

   

9. Select the desired position for the alert to appear.
   

   

10. You can click the “Preview” button to see what the alert will look like on screen. Make any adjustments to formatting, size, and position before moving to the next part of the process.
    

    

11. Once you are satisfied with the display, click “Save and next”.
    

    

12. The next step is to select the recipients.
    

    

13. From the drop down box, choose “Select recipients”.
    

    

14. Once you choose this option, a list of all possible recipients will be displayed in table format (names have been blanked out for display purposes).
    

    

15. Tick Groups to display available groups. Untick Users to remove the list of users.
    

    

16. Select 1 All RDaSH to send to everyone in the RDaSH users group. The box will show You have selected 1 objects (clear).
    

    

17. Press “Send” to send the message out.
    

    

4.9 Help

If you have any issues using the system, please contact the IT service desk on 01302 798118.

5 System monitoring, testing and exercising

Where the system has not been used for an actual incident it will be tested annually by the business continuity and EPRR manager by way of a test message being sent to all staff.

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Document control

• Version: 2.0.
• Approved by: Corporate policies approval group.
• Date approved: 20 May 2021.
• Name of originator or author: Business continuity and EPRR manager and IT project manager.
• Name of responsible individual: Health informatics sub committee (HISC).
• Date issued: 28 May 2021.
• Review date: June 2024.
• Target audience: Business continuity and EPRR manager, Communications team, trust directors, trust care group directors, associate nurse directors, estates managers, data protection officer or head of information governance, IT service desk, IT on call technicians, HR managers.

Page last reviewed: May 14, 2024
Next review due: May 14, 2025

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