Syracuse Crunch Crisis Communication Plan

Syracuse Crunch Crisis Communication Plan ─

Bianca Esposito, Kelsea Schagrin, Rachel Fishman, Julia Frazee Syracuse Crunch War Memorial Arena 800 S. State Street Syracuse, NY 13202

1

Table of Contents Welcome…………………………………………………………………………………………………………………………….

.

Acknowledgments………………………………………………………………………………………………………….

Objectives………………………………………………………………………………………………………….

Statement from Management to

Staff…………………………………………………………………………………

Warning Signs ………………………………………………………………………………………………………….

Crisis Communication Team Directory………………………………………………………………………………

Spokesperson………………………………………………………………………………………………………….

Key Publics………………………………………………………………………………………………………….

Staff Directory………………………………………………………………………………………………………….

List of Media………………………………………………………………………………………………………….

Phone………………………………………………………………………………………………………….

Email………………………………………………………………………………………………………….

Emergency Personnel………………………………………………………………………………………………

Crisis Inventory………………………………………………………………………………………………………….

Example Press

Release………………………………………………………………………………………………………….

Social Media………………………………………………………………………………………………………….

2

Interview Tips………………………………………………………………………………………………………….

Control Room………………………………………………………………………………………………………….

Welcome The Syracuse Crunch are a professional ice hockey team in the American Hockey League. They play in Syracuse, New York, at the War Memorial at Oncenter. They are the primary development affiliate of the National Hockey League’s Tampa Bay Lightning.

With any business, large or small, a crisis can strike at any time. Large corporations have systematic plans to follow in event of a crisis and may even have staff on-hand hired solely for the purpose of handling crises. Small businesses, on the other hand, have a limited amount of staff and must deal with crises in a different way. The Crunch need to be prepared for different types of crises during day-to-day operations and games days where about 5,000 fans pack the stadium. Because of their small staff, employees are expected to be able to communicate and work together to find a solution as quickly and as efficiently as possible while still maintaining business as usual.

Many different crises can arise at the Syracuse Crunch but we will be focusing on one crisis that is likely to happen or has happened. This crisis we feel is high probability and highly damaging. We are focusing on player actions, outside the arena that have a direct effect on the Syracuse Crunch’s representation. They are expected to represent the league at all times. We will list the other crises that can potentially arise at Syracuse Crunch.

Following our Crisis Communication plan for this example crisis serves as a flexible guideline for staff to follow should a crisis arise. This plan serves to benefit the entire Syracuse Crunch team, staff, and community.

By signing this statement, I verify that I have read this plan and am prepared to put it into effect. X___________________________ Jim Sarosy

3

Chief Operating Officer

Acknowledgments President/CEO/Governor

____________________________

Senior VP of Business Operations/CFO/Alt. Governor

___________________________

Chief Operating Officer/Alt. Governor

___________________________

Public Relations & Digital Media Manager

___________________________

Objectives The purpose of this plan is to educate staff in the event of any crisis so that will have access to all the information needed in the instance of a crisis.

● Educate staff ● Give staff access to all information ● Control the message ● Be honest and transparent ● Notify all upper management and internal stakeholders as soon as possible

Until further notification, staff is expected to show up at normal working hours. Jim will call a meeting with all staff as soon as everyone is in. All staff will be informed on the crisis and details of the incident. Each staff member has signed a nondisclosure agreement, and should honor that contract throughout the duration of the crisis. Only the designated spokesperson will talk to media.

We will make every effort to:

● Initiate the crisis communication plan (CPP) within an hour of crisis ● Inform all employees, and internal stakeholders within the hour ● Inform all persons directly involved with the crisis such as: fans, media, emergency

personnel, and external stakeholders within the hour ● Determine the source of the problem as soon as possible ● Create and deliver a consistent message with factual information to deliver to all

internal and external stakeholders throughout crisis

4

● Inform all persons not directly involved with the crisis within three hours through social media outlets, or press release

● Maintain honesty and transparency with fans, media, employees, and players ● Document details of the crisis and what decisions were made ● Develop ways to prevent future incident ● Implement any necessary changes as soon as possible ● Follow-up, and maintain post crisis on social media

Statement from Management to Staff Syracuse Crunch Staff,

As you know, I take great pride in working for the Crunch and I know the organization is very important to all of us. Having said that, our reputation is everything and we need to be prepared for any crisis that could occur. We believe in being open and honest with the public and to communicate any incidents promptly and factually. In order to represent the Crunch, as well as the Tampa Bay organization in the best way, we all need to read and understand this plan in order to better prepared. Should any type of crisis occur, this is the standard guideline that should be followed. With all of you, the Crunch organization would not operate as smoothly as it does. To ensure that this practice continues, I urge all staff to become familiar with this crisis communication plan.

Thank you,

Jim Sarosy, Chief Operating Officer

5

Warning Signs of Possible Crisis ● Negative social media chatter ● Accidental/Incorrect social media posts ● Angry fans ● Unfair call during game ● Overcrowded stadium ● Fights outside stadium ● Injured Fan ● Players going out to bars/parties ● Controversial player post on personal social media ● Wifi issues ● Short staffed ● Maintenance Issues

Crisis Communication Team Directory Jim Sarosy, Chief Operating Officer

● Spokesperson, authorized to speak to media ● Most knowledgeable about day-to-day operations, team information ● Contact Tampa Bay

Megan Cahill, Public Relations & Digital Media Manager

● Authorized to speak to media ● Controls all social media, messages to outside media

Howard Dolgon, President, CEO, Owner

● Authorized to speak to media ● Contact Tampa Bay

Julien BriseBois, General Manager

● Authorized to speak to media ● Reports directly to Tampa Bay

6

Spokesperson The media spokesperson will represent and speak on behalf of the company during the crisis. The individual will be required to make public statements on both the local and, if needed, national level.

The primary spokesperson for the Syracuse Crunch is Jim Sarosy .

The secondary spokesperson for the Syracuse Crunch is Megan Cahill in the event that primary spokesperson is unavailable at the time of the crisis.

The reason these individuals have been chosen as spokesperson is because:

● They have well-established relationships with both internal and external constituents

● They are available to make decisions and are accessible throughout the crisis ● They are able to articulate, speak concisely, clearly and be cordial. ● They must appear rational, concerned, and empathetic during the crisis ● They have the most knowledge of the operations of the organization and team

Key Publics Internal:

● Staff ● Tampa Bay Lightning ● Team ● Coaches ● Building Staff ●

External:

● Fans ● Syracuse Community ● Sponsors ● Partnerships ● AHL Teams ● Media Representatives

○ Television ○ Radio

7

○ Internet (social media, news sources, blogs, etc)

Staff Directory

Name Position Phone Email

Front Office

Howard Dolgon President/CEO/Governor 315-473-4444 (x31)

Vance Lederman Senior VP of Business Operations/CFO/Alt. Governor

315-473-4444 (x28) [email protected]

Jim Sarosy Chief Operating Officer/Alt. Governor


Todd Cross Vice President of Ticket Sales 315-473-4444 (x25) [email protected]

Mike Hayes Senior Director of Revenue & Partnership Development


Jonathan Smaldon

Senior Director of Group Sales 315-473-4444 (x20) [email protected]

Dan D’Uva Broadcaster/Account Executive 315-473-4444 (x22) [email protected]

Andrea Marino Corporate Activation and 315-473-4444 (x13) [email protected]

8

Marketing Manager

Jan Stransky Season Ticket Retention Coordinator/Account Executive


Hannah Wheaton

Promotions & Team Services Manager


Rory Specia Account Executive 315-473-4444 (x24) [email protected]

Megan Cahill Public Relations & Digital Media Manager


Kristen Denick Crunch Foundation and Retention Manager


Hockey Operations

Julien BriseBois General Manager

Benoit Groulx Head Coach

Trent Cull Assistant Coach

David Alexander Goaltending & Video Coach

Stacy Roest Assistant Coach

Jeff Halpern Assistant Coach

JW Aiken Head Equipment Manager

Brad Chavis Head Athletic Trainer

Mark Powell Strength & Conditioning

Sam Nicholson Assistant Equipment Manager

9

List of Media

Name/Organization Phone Email

Lindsay Kramer (315) 843-2394

[email protected]

News Channel 9 [email protected] [email protected]

CNY Central News 315.477.9400 [email protected]

TWC News (315) 234-1000 Ext. 2 [email protected]

570 YSYR (315) 472-9797 [email protected]

Orange TV 315-443-6892 [email protected]

Emergency Personnel

Organization Phone

Syracuse Fire Dept. (315) 473-5525 (315) 471-1161

Syracuse Police Dept. (315) 442-5250 (315) 442-511

Syracuse School District (315) 435-4499

Upstate Medical (315) 464-5540

Syracuse University Public Safety 315-443-2224

mailto:[email protected]



10

Crisis Inventory Crises’ that the Syracuse Crunch organization should be prepared to handle both internally and externally include, but are not limited to:

● Player altercations ● Player acts of misconduct ● Building Technical/ Electrical Difficulties ● Severe weather event ● Medical emergency (potentially serious injury or sudden, potentially

serious illness) ● Weapon brought into stadium ● Fire ● Snow/Weather Emergency ● Fan altercations ● Fan injuries

Threat Matrix

Impossible Near Impossible

Remote Possibility

Possible Probable Highly Probable

Earthquake Entire staff doesn’t show up

Drunk fan runs onto ice

Wifi outage during game

Fan gets hit by car outside of stadium

Fan gets into fight or altercations

Tornado Other team doesn’t arrive

Electrical outage/ generator outage

Animal gets loose in building

Scoreboard malfunction

Player gets into fight or altercation

Heat Wave Entire team illness

Player suffers life threatening injury

Food contamination at concession stand

Technological difficulties disrupting headset/ microphone communication

Player does something that affects team's image

Ice rink melts Run out of alcohol

Fan suffers life threatening injury

Underage drinking

Social media trolling by fans

Fan gets sick or injured

Lighting strikes building and causes a fire

Fan brings weapon into stadium

Inappropriate activity on players social media accounts

Teams don’t receive intermission stats

11

No Damage Little Damage Some Damage

Considerable damage

Considerable damage & Media Involvement

Devastating

Teams do not get stats at intermission


Run out of Alcohol

Entire staff doesn’t show up

Wifi outage during game

Tornado

Drunk fan runs onto ice

Underage drinking

Other team doesn’t arrive

Animal gets loose in building

Heat Wave

Entire team illness

Food contamination at concession stand

Earthquake

Electrical outage/ generator outage



Inappropriate activity on players social media accounts

Ice rink melts


Player suffers life threatening injury

Fan brings weapon into stadium

Fan suffers life threatening injury

Fan gets hit by car outside of stadium

12

Example Press Release for Player Crisis

13

Social Media Response Examples for Player Crisis We will keep all of our social media response consistent with one message. If the incident is for the player incident, this is what our accounts would say. We want to direct our fans to one message and not have conflicting statements on different platforms.

Facebook:

Twitter:

14

Interview Tips ● Do not lie ● Be as open and honest as the situation permits ● Do not try to hide the truth or spin the situation ● Remain calm, and courteous, and truthful ● Run through possible interview questions beforehand, especially with a

player if he has to speak on a topic ● Do not let the reporters stray you from the topic ● Make sure to be briefed beforehand and prepared for possible out of line

questioning ● Call for press conference early on, do not wait ● Avoid the phrase “No Comment” ● Apologize if necessary

Control Room ___ Televisions

___ Radios

___ Computer

___ Cell Phones

___ Batteries

___ Generator

___ Police Radio

___ Blueprints of stadium

___ Map of surrounding area

___ Flashlights/Lanterns

___ Battery powered lights

___ Food and beverages

___ Contact list (Staff, Building, Team)

___ Pens and paper

15

___ Phone directory

___ First aid kit

___ Press kit

___ Desks and chairs

___ Chargers (Computer, Phone, etc.)