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EXTERNAL CRISIS COMMUNICATIONS PROCEDURES(Not all steps may be necessary in a given crisis, but each should be considered)INITIAL STEPSIdentify best sources of original information and gather facts (Appendix A).Ensure that the Communications Department is connected to emergency alerts, via reverse 911 calls, texts and social media feeds.Assemble the Executive Team to consider options.Determine if Safety Team needs to be activated (Appendix B).Review Crisis Communication Procedures and determine action planINTERNAL COMMUNICATIONS & ACTIVITIES Contact the Chair of CVB Board of Directors and communicate frequently.Initiate Emergency Contact Calling Tree if necessary (Appendix C).Send informational email to staff, board, committee members, volunteers and advertising agency.Cancel all non-essential meetings, travel and activities if warranted.Cancel CVB events if warranted.Provide fact sheets/talking points for Group Sales, Visitor Information Services and other departments as needed.Determine if/when any outgoing phone messages need to be adjusted (general and direct lines).Determine if/when main line of phone system should be taken off automated attendant and instead answered by assigned staff and/or volunteers.Determine if/when email signatures need to be adjusted.Determine if/when any staff members should set up their email auto-reply with messaging specific to the situation.Remind staff to forward all media inquiries to Director of Communications.Regularly communicate with Board representatives and committee members via iDSS distribution lists.Regularly communicate with staff and volunteers.WEBSITE CRISIS INFO PAGECreate new page or update existing Crisis Info web page.Identify appropriate sources of information and post links, phone #s and pertinent details – do not include details that are likely to change frequently.Share page link as/when appropriate with staff, board members, partners, elected officials, stakeholders, media and general public.ADVERTISING & SOCIAL MEDIADetermine if Pay-Per-Click, Facebook and online advertising, needs to be paused, altered or canceled.Determine if any Social Media activities need to be paused, altered or canceled.Monitor traditional and online media coverage in general and for errors & omissions; issue corrections as necessary (Appendix G).Monitor online information sources and communicate new information immediately to Director of Communications.Determine if it is appropriate to capture images or video of the situation.Determine if any print advertising needs to be altered or canceled.WEBSITE / MOBILE APP / WEB CAMHold a meeting with ad agency/web developer to review all pertinent issues.Determine if/when a special message with link to the Crisis Info page needs to be added to the home page – create the wording and layout ahead of time so that it can be executed quickly when needed.Determine if web cam needs to be redirected or disabled.Determine if any portion of the website needs to be added, altered or disabled.Determine if any portion of the mobile app needs to be added, altered or disabled.Adjust directory copy in iDSS as needed.Adjust or disable partner ads, deals, coupons, etc. as needed.Disable lodging in the Regatta system if property destroyed or evacuated.PARTNER, CLIENT & VISITOR COMMUNICATIONSReschedule site visits or writer FAMs if warranted.Determine if an email to leisure travelers set to visit soon is warranted.Determine what group clients need to be contacted and what information or event adjustments they need (Appendix H).Encourage hotels not connected to GDP system to use the Regatta Reservation system to communicate availability if any areas of the region are evacuated.Adjust phone system and/or staffing so that VIC personnel can answer the phone over the MUNITY CONNECTIONSEstablish contact with Mayor's office and City Communications department.Establish contact with El Paso, Teller and/or Fremont County communication departments.Establish contact with Colorado Office of Emergency Management.Establish contact with Crisis Communications Network ColoradoSpringsCCN@ Establish contact with major peer organizations (Regional Business Alliance, Downtown Partnership, Pikes Peak Country Attractions Association, Sports Corporation, Manitou Chamber, Old Colorado City Associates, etc).Establish contact with other appropriate agencies based on the nature of the crisis.Periodically inform City Council, County Commissioners and other community leaders of CVB activities and involvement as needed via email.Update key stakeholders as needed (Appendix E).Attend press conferences as appropriate.MEDIA RELATIONSCommunicate regularly with Colorado Tourism Office public relations team to request and accept support as appropriate.Develop necessary media statements, fact sheets, talking points, press release.Determine spokespersons (main and backups).Respond to media in a timely manner, but refer to original sources as appropriate.Update media as needed (Appendix F).Update international reps as needed.Contact industry media and advertising sales reps to enlist communications assistance during and/or after the crisis.POST-CRISIS PLANNING & ACTIVITIESAssemble a community team, let by the CVB Marketing Committee, to coordinate regional post-crisis marketing efforts. Determine the criteria for resuming marketing efforts.If any advertising, PR, social media activity has been altered, paused or canceled, determine at what point it will be appropriate to resume these activities and if any alterations are necessary.Assemble members of the media to enlist assistance in shifting from covering the crisis to putting out positive messages.When it is appropriate to resume promotional activities, provide additional exposure for areas specifically affected by the crisis.Determine if any state or federal grants are appropriate for application.At the appropriate time, adjust media pages of the website to original content.Document all media contact, decisions, procedures, deviations from procedures throughout the crisis.Develop “positive angle” news releases outlining recovery and developments within the affected area and other stories which focus on the overall vitality of the travel and tourism industry and CVB itself.Seek ongoing interviews with radio, television and print media in key markets.Collect and distribute photographs of recovery efforts within the affected area.Send letters to the appropriate officials, partners, colleagues and constituents thanking them for their patience and support during the crisis situation.Conduct post-crisis review meetings to continuously improve the plan. ................
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