EXTERNAL CRISIS COMMUNICATIONS PROCEDURES
(Not all steps may be necessary in a given crisis, but each should be considered)
INITIAL STEPS
1. Identify best sources of original information and gather facts (Appendix A).
2. Ensure that the Communications Department is connected to emergency alerts, via
reverse 911 calls, texts and social media feeds.
3. Assemble the Executive Team to consider options.
4. Determine if Safety Team needs to be activated (Appendix B).
5. Review Crisis Communication Procedures and determine action plan
INTERNAL COMMUNICATIONS & ACTIVITIES
6. Contact the Chair of CVB Board of Directors and communicate frequently.
7. Initiate Emergency Contact Calling Tree if necessary (Appendix C).
8. Send informational email to staff, board, committee members, volunteers and
advertising agency.
9. Cancel all non-essential meetings, travel and activities if warranted.
10. Cancel CVB events if warranted.
11. Provide fact sheets/talking points for Group Sales, Visitor Information Services and
other departments as needed.
12. Determine if/when any outgoing phone messages need to be adjusted (general and
direct lines).
13. Determine if/when main line of phone system should be taken off automated
attendant and instead answered by assigned staff and/or volunteers.
14. Determine if/when email signatures need to be adjusted.
15. Determine if/when any staff members should set up their email auto-reply with
messaging specific to the situation.
16. Remind staff to forward all media inquiries to Director of Communications.
17. Regularly communicate with Board representatives and committee members via
iDSS distribution lists.
18. Regularly communicate with staff and volunteers.
WEBSITE CRISIS INFO PAGE
19. Create new page or update existing Crisis Info web page.
20. Identify appropriate sources of information and post links, phone #s and pertinent
details – do not include details that are likely to change frequently.
21. Share page link as/when appropriate with staff, board members, partners, elected
officials, stakeholders, media and general public.
ADVERTISING & SOCIAL MEDIA
22. Determine if Pay-Per-Click, Facebook and online advertising, needs to be paused,
altered or canceled.
23. Determine if any Social Media activities need to be paused, altered or canceled.
24. Monitor traditional and online media coverage in general and for errors & omissions;
issue corrections as necessary (Appendix G).
25. Monitor online information sources and communicate new information immediately
to Director of Communications.
26. Determine if it is appropriate to capture images or video of the situation.
27. Determine if any print advertising needs to be altered or canceled.
WEBSITE / MOBILE APP / WEB CAM
28. Hold a meeting with ad agency/web developer to review all pertinent issues.
29. 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.
30. Determine if web cam needs to be redirected or disabled.
31. Determine if any portion of the website needs to be added, altered or disabled.
32. Determine if any portion of the mobile app needs to be added, altered or disabled.
33. Adjust directory copy in iDSS as needed.
34. Adjust or disable partner ads, deals, coupons, etc. as needed.
35. Disable lodging in the Regatta system if property destroyed or evacuated.
PARTNER, CLIENT & VISITOR COMMUNICATIONS
36. Reschedule site visits or writer FAMs if warranted.
37. Determine if an email to leisure travelers set to visit soon is warranted.
38. Determine what group clients need to be contacted and what information or event
adjustments they need (Appendix H).
39. Encourage hotels not connected to GDP system to use the Regatta Reservation
system to communicate availability if any areas of the region are evacuated.
40. Adjust phone system and/or staffing so that VIC personnel can answer the phone
over the weekend.
COMMUNITY CONNECTIONS
41. Establish contact with Mayor's office and City Communications department.
42. Establish contact with El Paso, Teller and/or Fremont County communication
departments.
43. Establish contact with Colorado Office of Emergency Management.
44. Establish contact with Crisis Communications Network
ColoradoSpringsCCN@yahoogroups.com
45. 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).
46. Establish contact with other appropriate agencies based on the nature of the crisis.
47. Periodically inform City Council, County Commissioners and other community
leaders of CVB activities and involvement as needed via email.
48. Update key stakeholders as needed (Appendix E).
49. Attend press conferences as appropriate.
MEDIA RELATIONS
50. Communicate regularly with Colorado Tourism Office public relations team to
request and accept support as appropriate.
51. Develop necessary media statements, fact sheets, talking points, press release.
52. Determine spokespersons (main and backups).
53. Respond to media in a timely manner, but refer to original sources as appropriate.
54. Update media as needed (Appendix F).
55. Update international reps as needed.
56. Contact industry media and advertising sales reps to enlist communications
assistance during and/or after the crisis.
POST-CRISIS PLANNING & ACTIVITIES
57. Assemble a community team, let by the CVB Marketing Committee, to coordinate
regional post-crisis marketing efforts.
58. Determine the criteria for resuming marketing efforts.
59. 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.
60. Assemble members of the media to enlist assistance in shifting from covering the
crisis to putting out positive messages.
61. When it is appropriate to resume promotional activities, provide additional exposure
for areas specifically affected by the crisis.
62. Determine if any state or federal grants are appropriate for application.
63. At the appropriate time, adjust media pages of the website to original content.
64. Document all media contact, decisions, procedures, deviations from procedures
throughout the crisis.
65. 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.
66. Seek ongoing interviews with radio, television and print media in key markets.
67. Collect and distribute photographs of recovery efforts within the affected area.
68. Send letters to the appropriate officials, partners, colleagues and constituents
thanking them for their patience and support during the crisis situation.
69. Conduct post-crisis review meetings to continuously improve the plan.