Crisis Management Plan in Action




             Dr. Phillip Clampitt

Cases in Public Relations and Media Management



...
Table of Contents:
Introduction Letter………………………………………………………………………...... 3

Overview of Bay Beach Wildlife Sanctuary…………………...
Introduction Letter:
April 12, 2007

To the employees and volunteers at Bay Beach Wildlife Sanctuary:

       First, I wou...
Overview of Bay Beach Wildlife Sanctuary:
        The Bay Beach Wildlife Sanctuary is Green Bay’s largest city park. A bea...
tailed deer, sandhill cranes and coyotes can be seen. It is here that visitors have the opportunity
to climb the Observati...
Crisis Management Team:

                          Jennifer Becher – Risk Assessment Officer – Green Bay Parks
           ...
6


                                         Denise Martin – Chief of Police
                    Denise is the Green Bay C...
Crisis Management Team Contact Sheet:
                           Jenni Becher
                          920-585-1378
     ...
Crisis Management Control Center:
               Location I:
             Tom Havers Hall
            Apartment 202 – A
  ...
Crisis Assessment – Overview:
        In the event of an actual crisis, we have prepared an assessment of potential risks ...
Crisis Assessment – Flow Chart:

                            CRISIS!!!

                                                  ...
Crisis Assessment – Likely Crisis Occurrences:


1. Vegetation
      a. Ash Anthracnose Disease - likelihood high, impact ...
animal is quarantined until the results are obtained within 24-48 hours after the animals
   arrival.


3. People
      a....
them have a constant awareness of the water conditions and maintain a clean
       environment.


   5. Finances
         ...
Crisis Management Rehearsal Dates:
                                        Pre-Crisis Dates:

   Prior to receiving clues ...
Chelsea Brunning                                           04.19.07
              8:30                         Kristy Klop...
_____________________________________________________________________________

___________________________________________...
Chelsea Brunning                                             04.26.07

                9:30                            Ada...
_____________________________________________________________________________

___________________________________________...
Jennifer Becher                                                04.26.07

              15:00                           Kri...
_____________________________________________________________________________

___________________________________________...
Tyler Hoffman                                                  04.26.07

               18:13                             ...
_____________________________________________________________________________

___________________________________________...
Chelsea Brunning                                               04.26.07
                 21:02                         Ada...
_____________________________________________________________________________

___________________________________________...
Rich Swiatnicki                                                 04.28.07
                11:46                           A...
_____________________________________________________________________________

___________________________________________...
Denise Martin                                                   04.28.07
               12:58                           Ad...
_____________________________________________________________________________

___________________________________________...
Danielle Behrle                                                 04.28.07
               13:43                           Kr...
_____________________________________________________________________________

___________________________________________...
Danielle Behrle                                                  04.29.07
                16:46                           ...
_____________________________________________________________________________

___________________________________________...
Denise Martin                                                        04.29.07
                 17:42                      ...
_____________________________________________________________________________

___________________________________________...
Chelsea Brunning                                                04.29.07
               17:57                           Ad...
_____________________________________________________________________________

___________________________________________...
Denise Martin                                               04.29.07
                 18:57                        Kristy ...
_____________________________________________________________________________

___________________________________________...
Tyler Hoffman                                                      04.29.07
              20:10                           ...
_____________________________________________________________________________

___________________________________________...
Jennifer Becher                                               04.29.07
              20:48                           Krist...
_____________________________________________________________________________

___________________________________________...
Chelsea Brunning                                                04.29.07
               21:50                           Ph...
_____________________________________________________________________________

___________________________________________...
CMT – whole group                                                  05.01.07
               8:45                           ...
_____________________________________________________________________________

___________________________________________...
Crisis Management Strategy Worksheet:
       In identifying potential crisis within the Bay Beach Wildlife Sanctuary, we h...
Recover
          15) Implement necessary precautions for the future
       Assess Outlook
          16) Poll stakeholders...
How to Handle: A Crisis that Poses a Risk to the Reputation of The Bay Beach
                                           Wi...
Proprietary Information:
•   Radio Code
             With media tracking most radio communications in the Green Bay area, ...
humane manor. By tranquilizing the animal immediately, the park hopes to keep control
    over a situation without taking ...
Stakeholder Contact Information:
Sanctuary Staff:                            Central Intelligence Agency
Ty Baumann, Direc...
Forestry Division Assistance:                   Festival Foods
(920) 662-5156                                  2250 W. Mas...
Stakeholders           Concerns                  Power                Legitimacy
Residents:             Rehabilitating,   ...
Stakeholder          K                    I                S                   S
                Animals are       Sanctua...
Fund and         Budget of city    Recognize the     Pretend
             support          includes          power and    ...
Bay Beach Wildlife Sanctuary Press Kit:
The press kit includes the following materials in advance:
   • Contact informatio...
Post Crisis Evaluation:
Prior to Post Crisis Evaluation:
        1. Notes should be taken during the crisis pertaining to ...
Post Crisis Evaluation Survey:
                                               Post-Crisis Evaluation


Crisis: ___________...
Post Crisis Evaluation Worksheet
                    POST CRISIS EVALUATION WORKSHEET
CMT Member: ________________________...
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  1. 1. Crisis Management Plan in Action Dr. Phillip Clampitt Cases in Public Relations and Media Management Employed for Crisis: May 1, 2007 Communications Innovations: Jennifer Becher Danielle Behrle Chelsea Brunning Tyler Hoffman Denise Martin Richard Swiatnicki
  2. 2. Table of Contents: Introduction Letter………………………………………………………………………...... 3 Overview of Bay Beach Wildlife Sanctuary………………………………………………... 4 Crisis Management Team Members………………………………………………………... 6 Crisis Management Team Contact Information…………………………………………….. 8 Crisis Control Center……………………………………………………………………….. 9 Crisis Assessment…………………………………………………………………………... 10 Overview Crisis Flow Chart Likely Scenarios Crisis Management Rehearsal Dates………………………………………………………... 15 Incident Report Form……………………………………………………………………….. 16 Strategy Worksheet…………………………………………………………………………. 32 Proprietary Information……………………………………………………………………... 35 Stakeholder Information……………………….…………………………………………… 37 Prepared Press Kit…………………………………………………………………………... 42 Post Crisis Evaluation………………………………………………………………………. 43 2
  3. 3. Introduction Letter: April 12, 2007 To the employees and volunteers at Bay Beach Wildlife Sanctuary: First, I would like to thank all who worked so hard in putting together this Crisis Management Plan. The plan has been well thought out, and, if a crisis were to occur, it seems to cover any potential situation that that may arise. It is essential that the Crisis Management Plan we have created be strictly adhered to and practiced regularly. I cannot stress enough the importance of following our well developed plan. If updated regularly, the changes that are made will help keep our organization ahead of the game. For many decades, Bay Beach Wildlife Sanctuary has maintained a solid reputation as an organization offering refuge to an assortment of animals, especially those that are sick or injured. We take pride in providing the public with a free source of entertainment and educational information. Although we have faced some struggles along the line, thankfully, we’ve always managed to get through them. This Crisis Management Plan will help us in preparing for the future. For any crises that may befall us, we, as an organization, will be prepared. For that reason, I urge you all to take it very seriously. Once again, I would like to thank all who put the time and effort into helping prepare us for the future. This plan will benefit the sanctuary, the employees, and the public, all of whom are key to our great past, and a bright future. Sincerely, Danielle Behrle Danielle Behrle Director: Bay Beach Wildlife Sanctuary 3
  4. 4. Overview of Bay Beach Wildlife Sanctuary: The Bay Beach Wildlife Sanctuary is Green Bay’s largest city park. A beautiful 700-acre urban wildlife refuge, the park is open to the public year-round. With no admission fee, the sanctuary’s mission is to provide an urban wildlife refuge where people can interact with wildlife, plants, and other natural resources through education and recreation. The Wildlife Sanctuary has three different recreational buildings. The Observation Building/Resch Conservation Wing features: • Shelled corn for sale to feed the waterfowl • Birds of prey and waterfowl exhibits • Animal nursery viewing • Wildlife rehabilitations area The rehabilitation program began in 1935. Originally beginning as a waterfowl rehabilitation site, today, it receives over 2,000 injured or orphaned animals every year. The goal of the rehabilitation program is to release as many of the animals back into the wild as possible. If an animal can no longer survive in the wild, it will remain in the sanctuary, and if properly trained, will become an ambassador. The Nature Education Center has three floors of possible activities for hands-on learning. The possibilities include: • Hands-on “Critter Encounter” • Stop-N-Gander Gift Shop • Discovery Rooms • Hollow Tree/Burrow Exhibits • Whistling Wings Art Gallery • Estuary Room • Library • Animal Encounter Pods The Animal Encounter Pods consist of four hands-on exploration stations: Insects & Spiders, Reptiles & Amphibians, Birds and Mammals. The Wildlife Habi-Trek takes you to the Woodland Building and the Grassland Habitat. This area of the park includes both daytime and nocturnal forest animals. The exhibit includes everything from wolves and cougars to bobcats and fishers. The indoor portion of the Woodland Building includes animals such as: flying squirrels, mink, opossums, turtles and snakes. Visitors can then walk from forest to field for other discoveries in the Grassland Habitat where white- 4
  5. 5. tailed deer, sandhill cranes and coyotes can be seen. It is here that visitors have the opportunity to climb the Observation Tower and participate in the Eco-Learning Stations. Things to do at the Bay Beach Wildlife Sanctuary include: • 6.5 miles of trails to hike or ski • Observe animals in the Wildlife Viewing Areas • Take part in the Jr. Naturalist & Jr. Ecologist Program • Have a picnic in one of the many Picnic Areas Bay Beach Wildlife Sanctuary 1660 East Shore Drive Green Bay, WI 54302 (920) 391-3671 5
  6. 6. Crisis Management Team: Jennifer Becher – Risk Assessment Officer – Green Bay Parks Department Jenni is a Risk Assessment Officer for the Green Bay Parks and Recreation Department. She has worked with the Bay Beach Wildlife Sanctuary for years dealing with the after math of injured patrons and staff members. Danielle Behrle – Senior Animal Keeper/ newly appointed Director at the Bay Beach Wildlife Sanctuary Danielle is the Senior Animal Keeper for the Bay Beach Wildlife Sanctuary. She has worked for the sanctuary for more than 15 years working closely with the sanctuary animals and staff. Due to the untimely loss of Wildlife Sanctuary Director Ty Baumann, Danielle will be fulfilling his role as Director of the Bay Beach Wildlife Sanctuary. Chelsea Brunning – Media Relations – Leonard and Finco Public Relations Firm Chelsea is a representative from the public relations firm Leonard and Finco, a PR firm with 60 years of combined experience. She has aided the public relations aspects for the Bay Beach Wildlife Sanctuary for several years. Tyler Hoffman –Department of Homeland Security Tyler is the representative from the Department of Homeland Security. Along with his task force, Tyler is maintaining up-to-date information on the recent outbreaks of Brucellosis and the safety and security of the Green Bay public.
  7. 7. 6 Denise Martin – Chief of Police Denise is the Green Bay Chief of Police. Her department is a past winner of the Herman Goldstein Award for excellence in problem-oriented policing. She has had a casual relationship with the Bay Beach Wildlife Sanctuary through past crises and through patrolling the facility. Denise is a common visitor at the wildlife sanctuary as a visitor Rich Swiatnicki – Center for Disease Control Rich is an employee from the Center for Disease Control, he is assigned to work with the Bay Beach Wildlife Sanctuary due to the threat of Brucellosis. He is the crisis management team’s expert on this disease and plays an active role in the eradication of Brucellosis from the Sanctuary. 7
  8. 8. Crisis Management Team Contact Sheet: Jenni Becher 920-585-1378 Bowejl27@uwgb.edu Danielle Behrle 920-265-4855 - Primary 920-883-4730 – Secondary Behrdl05@uwgb.edu THH – Apt 203 – C Chelsea Brunning 920-253-8754 – Primary 920-883-4779 – Secondary Brunca19@uwgb.edu THH- Apt 202 – A Tyler Hoffman 920-540-3295 Hofftd04@uwgb.edu Denise Martin 920-360-7208 Martdc07@uwgb.edu Rich Swiatnicki 715-732-6000 (Home phone, if you call, please do so after 6:00pm, e-mail preferred) Swiarg08@uwgb.edu 8
  9. 9. Crisis Management Control Center: Location I: Tom Havers Hall Apartment 202 – A 3302 UVHI Ct. Green Bay WI, 54311 Location II: Tom Havers Hall Apartment 203 – C 3302 UVHI Ct. Green Bay WI, 54311 Location III: General Access Computer Lab Instructional Services 1129 2420 Nicolet Dr. Green Bay, WI 54311 Primary Contact Source During Crisis Bay Beach Wildlife Sanctuary 1660 East Shore Dr. Green Bay, WI 54302 920-391-3671 9
  10. 10. Crisis Assessment – Overview: In the event of an actual crisis, we have prepared an assessment of potential risks that could befall Bay Beach Wildlife Sanctuary. We have also evaluated the risks as to likeliness of the crisis occurrence, and the degree of impact it may inflict on the sanctuary. We also have prepared a flow chart to guide us step by step as to whom to contact in a crisis situation and in what order they will be contacted. The immediate concerns are of the health and well-being of the people within the sanctuary. We have a list of dates that the Crisis Management Team will use to rehearse the Crisis Management Plan, in order to be prepared for the event of an actual crisis. An Incident Report Form was created to keep track of any type of crisis that could transpire at the sanctuary. By keeping track of incidents we will be better able to prevent such incidents in the future. A Crisis Management Worksheet was fashioned to give the CMT members a reference guide on how to manage crises. This worksheet has specific contact information as well as the steps that need to be taken in the event of an actual crisis. 10
  11. 11. Crisis Assessment – Flow Chart: CRISIS!!! Federal Receiver of Agencies crisis Police and Fire/ Rescue Department All other Downtown employees, Office including volunteers and Director Neighbors Public Relations firm Sanctuary Stakeholders Guests / Investors Media members 11
  12. 12. Crisis Assessment – Likely Crisis Occurrences: 1. Vegetation a. Ash Anthracnose Disease - likelihood high, impact medium b. Dutch Elm Disease - likelihood low, impact low c. Invasive species i. Gypsy moths - likelihood medium, impact medium With thousands of trees and plants on the grounds of the wildlife sanctuary, a large hit to the vegetation has the potential to devastate the grounds. In order to deal with this circumstance, the sanctuary currently has a map of every tree on the over 700 acre property. Random testing is completed periodically to detect and note any tree disease. In the case of a vegetation disease the DNR would assist the wildlife sanctuary. 2. Animals a. Visitors poaching- likelihood medium, impact low b. Visitors stealing (turtles, small animals taken through piano wire)- likelihood medium, impact low c. Disease i. Distemper - likelihood high, impact medium ii. Rabies - likelihood high, impact medium iii. Botulism - likelihood low, impact low iv. Bird Flu - likelihood low, impact high v. West Nile - likelihood low, impact high vi. CWD - likelihood medium, impact medium Due to the large amount of visitors, the vast property, and the limited number of employees, the wildlife sanctuary staff is unable to keep an eye on every visitor. Some visitors in the past, namely children have taken small animals such as turtles and salamanders by reaching through the piano wire that stops visitors from accessing the exhibits. After business hours, animal poaching has also been a concern. Security cameras are placed randomly throughout the grounds, but due to the size of the facility, they are not able to watch everything all the time. With many species of animals comes the potential for many diseases and illnesses. Because wild animals that are injured are brought into the wildlife sanctuary for rehabilitation and release; the potential exists for a diseased animal to come into the grounds and infect countless others. In order to combat this, the wildlife sanctuary currently does blood tests on any animal that they suspect may have a disease. The 12
  13. 13. animal is quarantined until the results are obtained within 24-48 hours after the animals arrival. 3. People a. Fugitives hiding in sanctuary - likelihood low, impact low b. Child gets separated from parents - likelihood medium, impact medium c. Visitor gets injured by animal (geese biting is common) - likelihood medium, impact medium d. Animal ambassador (animals that are taken to the public such as schools) injures community member or student - likelihood low, impact medium Due to the expansive over 700 acre lot, there is no way to tell if someone could be using the facility for hiding. The wildlife sanctuary has a strong relationship with the brown county police department, and works closely with them when a child gets separated from his or her parents, or in other situations where people are at risk. There are many animals at the wildlife sanctuary, because of this there is a potential of an animal injuring a visitor. One of the most common injuries is a goose bite, this tends to occur when children are feeding geese. This rarely draws blood, and is not a severe injury. In an attempt to educate the community, a set of animals are specially trained and worked with so they can be taken into the public. Animal ambassadors are shown on parade, taken into the public areas of the wildlife sanctuary by staff, and taken to schools. The possibility exists for these animals to become afraid and act in an unpredictable manor. Staff taking these animals into the public are trained to handle them in public situations. A buffer is always present between the public and the animals as a precautionary measure. 4. Grounds a. Vandalism occurs - likelihood high, impact low to medium (pending situation) b. Fire (forest fires started naturally or by visitor) - likelihood low, impact high c. Tornado hits sanctuary - likelihood low, impact high d. Littering (can cause animal injury or death) - likelihood low, impact low e. Field waste area has potential to leak toxins into water table if illegal dumping occurs - likelihood low, impact high Because vandalism can occur anytime of the day, the director of the sanctuary lives on-site. He walks the entire facility to ensure all of the gates are locked, and that everyone is gone at the end of the day. He also does rounds in the morning to ensure that everything is alright prior to opening. This helps them stay aware when vandalism occurs, this also ensures someone is on-site 24 hours a day incase a situation were to arise. The wildlife sanctuary recently built several ground wells to ensure a clean water supply and to monitor the ground water in the area. In addition, they dredge all of their ponds yearly to reduce the risk for water borne invasive species and disease. This helps 13
  14. 14. them have a constant awareness of the water conditions and maintain a clean environment. 5. Finances a. City of Green Bay cuts funding ($30,000 last year) - likelihood high, impact high b. Large donor pulls funding - likelihood low, impact medium The wildlife sanctuary is on the Bay Beach Park grounds, this makes them city funded. Their budget must be approved yearly by the city of Green Bay. Because of this, there is a constant fear of the budget being cut. Aside from the city, the wildlife sanctuary operates on donations made by individual community members. This happens through their organization Friends of the Wildlife Sanctuary (FOWLS) and by individuals who donate in one of the donation boxes at the sanctuary. If something occurred that upset a donor, there is a potential loss of funds. *** In addition to the crises highlighted above, in this situation, the Wildlife Sanctuary encountered the death of 30 students on premise, the loss of the director, and the spread of a highly contagious and potentially deadly disease.*** 14
  15. 15. Crisis Management Rehearsal Dates: Pre-Crisis Dates: Prior to receiving clues for our crisis we decided to prepare through asking group members questions about the Wildlife Sanctuary. We are questioning group members for two purposes: first to ensure we have the appropriate knowledge about the Wildlife Sanctuary, and second to ensure we are able to employ the ALT process under pressure. We have determined these dates will be: April 24, 2007 April 26, 2007 Crisis Dates: During the active crisis our group will be firing questions at each other to ensure we have a working knowledge of all components of the crisis. We have determined these dates will be: April 28, 2007 April 29, 2007 April 30, 2007 Due to the nature of this crisis we are able to plan dates, under normal circumstances, we suggest this crisis plan team meet quarterly and as needed to act when crisis occur. This plan will be tested twice a year to ensure it is up-to date and accurate. This will take place on the last full weekend in April and the first full weekend in November. These dates were chosen to ensure everything is up to date prior to the busy summer season, and prior to the winter (when some animals are moved indoors). 15
  16. 16. Chelsea Brunning 04.19.07 8:30 Kristy Klopstein In person unknown unknown unknown Photograph of a crow Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Not able to be determined Time Informed:______________ Informant:________________________________________ Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ Symbolize death _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ X X Stakeholder of Concern X X ContactXNumber X _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 16
  17. 17. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ___ Chelsea ____ Tyler ____ Denise ____ Rich ____ 17
  18. 18. Chelsea Brunning 04.26.07 9:30 Adam Halfmann In person unknown unknown unknown “The Wildlife Sanctuary blips on the homeland security screen.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Department of Homeland Security 202.282.8000 Time Informed:______________ Police Department Informant:________________________________________ 920.448.3200 Channel:_________________________________________ Fire / Rescue Date of Incident:______________ 920.448.3280 Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ Unknown at time of clue. Later derived that Brucellosis is a _____________________________________________________________________________ disease used in bioterrorism, this was banned in the 1970’s. _____________________________________________________________________________ _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 18
  19. 19. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 19
  20. 20. Jennifer Becher 04.26.07 15:00 Kristy Klopstein e-mail unknown unknown unknown “The Wildlife Sanctuary starts a new program for middle school students interested in conservation.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Sanctuary Staff 920.391.3671 Time Informed:______________ Informant:________________________________________ Green Bay School District 920.448.2000 Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ When clue is received, unknown. Later found that this is reasoning for _____________________________________________________________________________ why the 30 middle school students were at the Wildlife Sanctuary. _____________________________________________________________________________ _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 20
  21. 21. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ___ Chelsea ____ Tyler ____ Denise ____ Rich ____ 21
  22. 22. Tyler Hoffman 04.26.07 18:13 Adam Halfmann e-mail unknown unknown unknown “The Wildlife Sanctuary opens hunting season to help control the over-population of deer.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Time Informed:______________ Informant:________________________________________ Wildlife Sanctuary Staff 920.391.3671 Channel:_________________________________________ Date of Incident:______________ Department of Natural Resources 920.662.5100 Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ _____________________________________________________________________________ The Wildlife Sanctuary is not able to open hunting to the general public, _____________________________________________________________________________ rather they are only able to open it to the staff. First this needs to be given the “go ahead” by the DNR and the state of Wisconsin. It is illegal to shoot a gun in city limits unless proper _____________________________________________________________________________ authorization has been given. This clue than means the Sanctuary staff is able to hunt deer. Later ___this can be used as a link for why someone has a gun on the Wildlife Sanctuary premise. This also calls into question if the sniper was a member of the Wildlife Sanctuary staff. This fear was later put to rest. Stakeholder of Concern Contact Number _____________________________________ X X X X X X ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 22
  23. 23. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 23
  24. 24. Chelsea Brunning 04.26.07 21:02 Adam Halfmann Phone - voicemail unknown unknown unknown “Thirty (30) area middle school students senselessly shot dead at the Wildlife Sanctuary.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Wildlife Sanctuary Staff 920.391.3671 Police Department 911 Time Informed:______________ Informant:________________________________________ Fire/Rescue (EMS) 911 Patrons at the Sanctuary 920.391.3671 Channel:_________________________________________ Date of Incident:______________ Family of victims Neighboring Community Time of Incident:______________ Location of Incident:_______________________________ Green Bay School District 920.448.2000 Friends of the Wildlife Sanctuary 920.391.3671 Message:______________________________________________________________________ From our previous clues we assume these students were part of the _____________________________________________________________________________ new program for middle school students interested in conservation. These students being shot means that the park needs to ensure the immediate safety of visitors and the Sanctuary _____________________________________________________________________________ grounds. This means undue hardship on the families and friends of the victims. It also means there is a potential threat to the public. _____________________________________________________________________________ ___ X X Stakeholder of Concern X X X Contact Number X _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 24
  25. 25. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 25
  26. 26. Rich Swiatnicki 04.28.07 11:46 Adam Halfmann e-mail unknown unknown unknown “Maintenance equipment reported stolen from grounds.” Incident Report Form: CMT Member:_______________________________________ 920.391.3671 Wildlife Sanctuary Staff Date Informed:____________ Police Department 920.448.3280 Time Informed:______________ Informant:________________________________________ Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ At the point of the clue, the information suggests that someone broke _____________________________________________________________________________ into the maintenance closet and stole some piece of equipment. Later, we find out that this _____________________________________________________________________________ is part of security systems being breached at the Wildlife Sanctuary. _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 26
  27. 27. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 27
  28. 28. Denise Martin 04.28.07 12:58 Adam Halfmann e-mail unknown unknown unknown “Security systems have been compromised at the Wildlife Sanctuary.” Incident Report Form: CMT Member:_______________________________________ Wildlife Sanctuary Staff Date Informed:____________ 920.391.3671 Police Department 911 Time Informed:______________ Informant:________________________________________ Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ We felt this clue was related to the last, perhaps the perpetrator stole _____________________________________________________________________________ something like wire-cutters and was able to compromise some system. Because all systems _____________________________________________________________________________ are compromised, we cannot use radios, locks, alarm systems, video cameras, or gates to _____________________________________________________________________________ enclose guests in a safe location, or to contain the perpetrator. ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 28
  29. 29. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 29
  30. 30. Danielle Behrle 04.28.07 13:43 Kristy Klopstein Phone unknown unknown unknown “A sniper was found at the Wildlife Sanctuary.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Wildlife Sanctuary Staff 920.391.3671 Time Informed:______________ Informant:________________________________________ Police Department 911 Channel:_________________________________________ Date of Incident:______________ Neighboring Community Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ If a sniper was found at the Sanctuary, this means that all visitors _____________________________________________________________________________ and surrounding neighbors are in immediate danger. Police need to be called immediately to _____________________________________________________________________________ mitigate the pending threat. We determined this sniper was the one responsible for the death _____________________________________________________________________________ ___of the 30 middle school students. X X Stakeholder of Concern X X Contact X Number X _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 30
  31. 31. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 31
  32. 32. Danielle Behrle 04.29.07 16:46 Kristy Klopstein e-mail unknown unknown unknown “Autopsy results found Brucellosis is all victims.” (this was later clarified to 28 out of the 30 victims) Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Center for Disease Control 404.639.3534 Visitors at Wildlife Sanctuary 920.391.3671 Time Informed:______________ Informant:________________________________________ Neighboring Communities Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ These students could have been shot because they had Brucellosis. _____________________________________________________________________________ These students could have contracted Brucellosis by touching animals as part of the _____________________________________________________________________________ conservation program. Brucellosis is highly contagious and has the potential to be used for _____________________________________________________________________________ bioterrorism, therefore the neighboring communities are at risk. ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 32
  33. 33. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 33
  34. 34. Denise Martin 04.29.07 17:42 Adam Halfmann e-mail unknown unknown unknown “Bay Beach Amusement Park receives bomb threat.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Police Department 911 Time Informed:______________ Informant:________________________________________ Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ Although it is good to be aware of impending danger, the Wildlife Sanctuary and Bay Beach Amusement Park are two separate entities that share a city park _____________________________________________________________________________ (split into distinct sections). It is good to be aware of this, but we feel it is unrelated to the events at the Wildlife Sanctuary. The only potential link is Brucellosis and the threat of Bio-terrorism. _____________________________________________________________________________ Because of this, the moment we became aware of this, we contacted the police department so appropriate measures can be taken. _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 34
  35. 35. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 35
  36. 36. Chelsea Brunning 04.29.07 17:57 Adam Halfmann e-mail unknown unknown unknown “Internet shows pictures of Brucellosis…rumors.” (later we found out that the rumor of most concern is that the CIA was the one shooting students as part of a cover-up.) Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Wildlife Sanctuary Staff 920.391.3671 Leonard and Finco Public Relations Inc. 920.965.7750 Time Informed:______________ Informant:________________________________________ Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ Because of this information, we are dealing with an untrusting _____________________________________________________________________________ public. A public who has seen images of what Brucellosis can do to animals, and is fearful _____________________________________________________________________________ of its implications on humans. _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 36
  37. 37. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 37
  38. 38. Denise Martin 04.29.07 18:57 Kristy Klopstein e-mail unknown unknown unknown “Rumors surface that the U.S. government knew Brucellosis existed at the Wildlife Sanctuary.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Leonard and Finco Public Relations Inc. 920.965.7750 Time Informed:______________ Informant:________________________________________ Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ Because these are rumors and we do not have 100% concrete _____________________________________________________________________________ information to support these, we must state that it is under investigation. We have some _____________________________________________________________________________ proofs to support this theory, but can not be certain without more information. _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 38
  39. 39. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 39
  40. 40. Tyler Hoffman 04.29.07 20:10 Adam Halfmann Phone unknown unknown unknown “The director of the Wildlife Sanctuary has just committed suicide.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Wildlife Sanctuary Staff 920.391.3671 Fire/Rescue Time Informed:______________ 911 Informant:________________________________________ Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ The Wildlife Sanctuary is without their long-time leader, or a _____________________________________________________________________________ director. _____________________________________________________________________________ _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 40
  41. 41. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 41
  42. 42. Jennifer Becher 04.29.07 20:48 Kristy Klopstein Phone unknown unknown unknown “The FBI and CIA have taken control of the Wildlife Sanctuary.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Wildlife Sanctuary Staff 920.391.3671 FBI Time Informed:______________ 202.324.3000 Informant:________________________________________ CIA Channel:_________________________________________ 703.482.0623 Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ The Wildlife Sanctuary is no longer under control of the staff or _____________________________________________________________________________ local authorities. _____________________________________________________________________________ _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 42
  43. 43. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 43
  44. 44. Chelsea Brunning 04.29.07 21:50 Phil Clampitt Phone unknown unknown unknown “University Ave., Bayshore Dr., up through UWGB campus in now quarantined by the Department of Homeland Security and the FBI. No one in, no one out.” (Thus, CIA is not involved.) Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ Wildlife Sanctuary Staff 920.391.3671 Department of Homeland Security 202.282.8000 Time Informed:______________ Informant:________________________________________ FBI Channel:_________________________________________ 202.324.3000 Date of Incident:______________ TimeResidents in quarantined area Location of Incident:_______________________________ of Incident:______________ Message:______________________________________________________________________ The residents in the quarantined area are highly concerned, the rest _____________________________________________________________________________ of Green Bay is on high alert. _____________________________________________________________________________ _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 44
  45. 45. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 45
  46. 46. CMT – whole group 05.01.07 8:45 Phil Clampitt In person unknown unknown unknown “Rumors are surfacing that Brucellosis is infecting Green Bay community’s dogs and cats, and that pets are dying from this disease. The quarantined area is extended to include all of East Green Bay.” Incident Report Form: CMT Member:_______________________________________ Date Informed:____________ CDC 404.639.3534 Residents in quarantined area Time Informed:______________ Informant:________________________________________ Residents of Green Bay Channel:_________________________________________ Date of Incident:______________ Time of Incident:______________ Location of Incident:_______________________________ Message:______________________________________________________________________ Fear in residents of Green Bay, both quarantined and _____________________________________________________________________________ non-quarantined. These are rumors, but ones that concern a vast number of people with pets. _____________________________________________________________________________ Making them feel safe is the most important thing. _____________________________________________________________________________ ___ X X X X X X Stakeholder of Concern Contact Number _____________________________________ ____________________________________ _____________________________________ ____________________________________ _____________________________________ ____________________________________ Implications of Information:_______________________________________________________ 46
  47. 47. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ ___ I contacted the crisis management team with this information: Jenni ____ Danielle ____ Chelsea ____ Tyler ____ Denise ____ Rich ____ 47
  48. 48. Crisis Management Strategy Worksheet: In identifying potential crisis within the Bay Beach Wildlife Sanctuary, we have uncovered several types and degrees of crisis. We have developed a “how to handle” list for each of these crisis situations. How to Handle: A Crisis that Poses an Immediate Safety Risk to Visitors or Community This group of scenarios would include things such as loose animals and fires. In a case of a crisis that poses an immediate safety risk to visitors at, or surrounding communities of the wildlife sanctuary, we propose the following steps: Notify 1) Notify the Green Bay police/ fire and rescue via radio 2) Notify all staff on premise via radio Mitigate Impact 3) Close and lock any gates that would minimize the potential risks involved (If an animal is loose, lock the nearest gate that will protect the rest of the patrons) 4) Gather all visitors and escort them to safety, use appropriate vehicles for action (if high urgency or risk, gather via pick-up truck) 5) Ensure that all visitors are safe 6) Have one staff member file incident report forms with all injured visitors and gather eyewitness accounts 7) Close park to public until the public is safe 8) Ensure animal safety (capture any loose animal, or escort those at risk to safety) (do not do this if it poses a high risk to the staff, if assuming any risk, proceeded with caution) 9) File incident report forms for all staff members and animal injured Assess 10) Gather full knowledge of the incident from incident reports 11) Determine who or what is at fault 12) Discern necessary precautions to implement in the future Inform 13) Contact Leonard & Finco Public Relations Inc. with all known information (this is the sanctuary-hired PR firm) a. Discern main message (you only get one) b. Write and e-mail press-releases containing accurate information (keep main message) c. Write letter explaining incident and the impact it has on sanctuary, mail to stakeholders (keep main message) 14) Set-up a time to meet with key media members (keep main message) 48
  49. 49. Recover 15) Implement necessary precautions for the future Assess Outlook 16) Poll stakeholders and public to determine their feeling towards the wildlife sanctuary How to Handle: A Crisis that Poses a Health Risk to Animals/Vegetation, but not to Visitors This group of scenarios would include things such as distemper and invasive species. In a case of a crisis that poses a health risk to animals or vegetation at the wildlife sanctuary, but does not pose a threat to visitors, we propose the following steps: Notify 1) Notify sanctuary staff via radio code at first sighting Assess 2) Become educated on the disease/invasive species (the chief naturalist or sanctuary veterinarian may have experience or knowledge) 3) Determine scope of crisis (using staff and interns who are knowledgeable, in larger instances use the DNR’s assistance) 4) Plan and hold a meeting with sanctuary staff to talk about the crisis, inform them of the situation, possible outcomes, and what to do with infected animals or vegetation Mitigate Impact 5) Mitigate the spread of disease by quarantining animals or areas of vegetation that are infected 6) Begin to treat animals or vegetation as needed (recruit assistance of sanctuary veterinarian and R-PAWS program members) Inform 7) Contact Leonard & Finco Public Relations Inc. with all known information (this is the sanctuary-hired PR firm) a. Discern main message b. Write and e-mail press releases to local media outlets (using main message) c. Notify stakeholders of concern for animals via a special letter or the Honker (pending immediacy and when the next Honker is to be released) (using main message) Recover 8) Release animals that are recovered 9) Continue to monitor the populations affected Assess Outlook 10) Poll stakeholders and public to determine their feeling towards the wildlife sanctuary 49
  50. 50. How to Handle: A Crisis that Poses a Risk to the Reputation of The Bay Beach Wildlife Sanctuary This group of scenarios would include things such as an advocacy group protest. In a case of a crisis that poses a risk to the reputation of the wildlife sanctuary, we propose the following steps: Notify 1) Notify Sanctuary Staff via radio code (if this concern is on premise) Assess 2) Become knowledgeable of the public concerns, including intensity of concern 3) Hold a meeting for sanctuary staff where all staff members are informed of the public concern, and how it affects the sanctuary Mitigate Impact/Inform/ Recover 4) Contact Leonard & Finco Public Relations Inc. with all known information (this is the sanctuary-hired PR firm) a. Determine the main message b. Discuss concerns with the main group or media source that posed concern c. Write and send a special letter containing the sanctuary’s perspective to key stakeholders d. Write and e-mail press releases containing the sanctuary’s view to the media e. If necessary hold a meeting with media to discuss the sanctuary’s main message Assess Outlook 5) Poll stakeholders and public to determine their feeling towards the wildlife sanctuary How to Handle: A Crisis that Poses a Financial Detriment to the Bay Beach Wildlife Sanctuary This group of scenarios would include things such as budget cuts from the city. In a case of a crisis that poses a risk to the financial wellbeing of the wildlife sanctuary, we propose the following steps: Assess 1) Become knowledgeable of the current financial situation Notify 2) Notify Sanctuary Staff via meeting Mitigate Impact 3) Discuss ways to use money more efficiently or earn funding to mitigate loss Inform/ Recover 4) Contact Leonard & Finco Public Relations Inc. with all known information (this is the sanctuary-hired PR firm) a. Determine the main message b. Write and send a special letter containing the sanctuary’s perspective to key stakeholders c. Write and e-mail press releases concerning the crisis, send to media Assess Outlook 5) Poll stakeholders and public to determine their feeling towards the wildlife sanctuary 50
  51. 51. Proprietary Information: • Radio Code With media tracking most radio communications in the Green Bay area, Bay Beach Wildlife Sanctuary has designated a specific radio frequency that allows for them to communicate directly with one another within the park privately. This means that park employees do not have to deal with the media hearing any private for emergency information being stated. Although convenient, this of course is void as soon as the police are called to a situation, for they use a public channel. For this reason, the park has developed different codes to use in case an emergency situation was to occur. In the instance that a major crisis would happen, the media would not be aware of the situation until the public radio channels were used to communicate information. This allows for some order to be taken before the park has to implement their crisis communication plan to “save-face” within the eyes of the media. It is their number one concern to make sure the public is safe, and once that has happened, the park officials can more effectively handle the situation, and the questions from the media concerning the event. • Profit Gift Shop Bay Beach Wildlife Sanctuary has only two sources of revenue from the general public. Visitors are able to purchase a bag of corn to feed the ducks and geese at 50 cents per bag, as well as purchase gifts and memorabilia from a gift shop on site. Because the wildlife sanctuary is, to some extent, a separate entity within the public park system, they prefer not to share information concerning their revenue within the gift shop. This information is not private, but simply doesn’t hold relevance to any situation. Though the revenue is minimal, they prefer to appear as a volunteer based city organization that runs from closely watched and constantly decreasing city budget. They would prefer to emphasize their strong efforts in creating programs of their own to help raise money for the park as well as increase donations to fund the programs and animal care. • Individual Salaries Like any employee of an organization, wages are a personal topic and are not shared among guests, or coworkers. This is not a secretive act, but simply a form of respect for each individual employee’s privacy. Most of the employees are volunteer- based, so there are minimal full-time employees to begin with, but wages are still not relevant for public knowledge. • Instruments for Unruly Animals Although no one wants to think about the worst possible scenario, it must be dealt with for the safety of the public. Since wild animals are on site, proper training must take place in the rare instance that an animal were to attack a human. There are a few different methods that would be used to contain the aggressive animal in any given situation. First, the employees are trained with blow darts and tranquilizers. The first step is to regain control over the animal’s aggression in the most 51
  52. 52. humane manor. By tranquilizing the animal immediately, the park hopes to keep control over a situation without taking any drastic actions. As one would expect, a human’s life is valued over the animal. If the situation were to be so extreme that a tranquilizer would not suffice, the park staff is also trained to use a shotgun. First and foremost visitors must remain safe. Although rare, if this instance were to occur, the human life comes first. • Euthanizing Procedure for Food All animals must eat, and seeing as birds of prey require more than just corn, the park is responsible for providing the correct amount of food for the animals. Although some may worry about inhume acts of feeding carnivores dead animal carcasses, the process is very clear cut. For the larger mammals, donated deer carcasses are used as food. These are often deer that are killed by vehicles on the highway. These animals are monitored based on where they were killed and only the pure meat of the animal becomes feed for the mammals. For the birds of prey, the food comes from the raising of chicks. Although they used to use live rats, and occasionally do, large budget cuts have caused them to purchase a food source that is most effective while still very affordable. The chicks are raised in an enclosed room designated for raising and euthanizing chicks. Purchased from a large chain supplier, the chicks are raised for approximately three weeks providing them with food and nutrients to benefit the birds of prey, and are gassed to ensure that they will not suffer from an inhumane death. 52
  53. 53. Stakeholder Contact Information: Sanctuary Staff: Central Intelligence Agency Ty Baumann, Director Central Intelligence Agency Frank Roznik, Manager Washington D.C. 20505 Mike Reed, Curator (703) 482-0623 Lori Bankson, Senior Animal Keeper Kim Diedrich, Chief Naturalist Leonard & Finco Public Relations Inc. Jody Sperduto, Naturalist 1039 W. Mason St. Mark Payne, Ranger Green Bay, WI 54303 Fluffy Aerts, Office (920) 965-7750 Police Department Corporate Board of Directors of 307 S. Adams F.O.W.L.S. Jay Hamann, President – Green Bay, WI 54301 Treasurer Emergency: 911 1660 East Shore Drive Non-Emergency: (920) 448-3200 Green Bay, WI 54302-1285 (920) 391-3671 Fire Department 501 S. Washington Friends of the Bay Beach Wildlife Green Bay, WI 54301 Sanctuary, Inc. (F.O.W.L.S.) (920) 448-3280 1660 East Shore Drive Green Bay, WI 54302-1285 Center for Disease Control and (920) 391-3671 Prevention Donors to the Bay Beach Wildlife 1600 Clifton Rd. Sanctuary Atlanta, GA 30333 (404) 639-3534 Parks Recreation and Forestry Department Department of Homeland Security 100 N. Jefferson U.S. Department of Homeland Security Green Bay, WI 54301 Washington, D.C. 20528 (920) 448-3365 (202) 282-8000 Department of Natural Resources (DNR) Federal Bureau of Investigation Northeast Region Office J Edgar Hoover Building 2894 Shawano Ave 935 Pennsylvania Ave, NW Green Bay, WI 54307 Washington D.C. 20535 (920) 662-5100 (202) 324-3000 53
  54. 54. Forestry Division Assistance: Festival Foods (920) 662-5156 2250 W. Mason St. Gypsy Moth Assistance: (920) 662-5430 Green Bay, WI 54303 Forest Health Assistance: (920) 662-5172 (920) 496-2966 Wildlife Assistance: (920) 662-5428 Festival Foods Green Bay School District 2534 Steffens Ct. 200 S. Broadway Green Bay, WI 54311 Green Bay, WI 54303 (920) 465-3800 (920) 448-2000 Fleet Farm Columbia Serum Pharmaceutical 2460 W. Main St. Green Bay, WI 54311 Tri-County Feed (920) 468-4913 54
  55. 55. Stakeholders Concerns Power Legitimacy Residents: Rehabilitating, Bring in the guests, Animal rights: they Rehab animals feeding, can influence need help and it Mammals comfortable various factors of should be given to “Guest” Animals environment park with increased them numbers Investors: Is money being Funding, They give money, F.O.W.L.S. spent wisely? suggestions will be invest, volunteer, Donors Sanctuary is taken seriously, can they should be City of Green Bay acting in ethical affect visitor treated with respect Corporate B.O.D. manors opinions Friends of the Bay Beach Wildlife Sanctuary Media: Public right to Severely influence Constitutional rights, PR Firm knowledge, the public view, inform the city/ area, Newspapers ethical values, gatekeepers, key can aid the sanctuary News stations problems should audiences with good publicity be visible Employees: The animals, Can sway public They work for the Volunteers funding, facilities opinion, keep the sanctuary, many are Paid employees up to par, facility functioning, certified to work w/ Veterinarian adequate tools they care for the animals, some have available and animals many years invested training in the Sanctuary Consumer: Animal Bring in finding, Have a right to visit, Guests protection, ethical sources of sheer interest in the General Public values, safety to donations, animals and area, themselves/ volunteering, curiosity of animal animals program attendees operations Community: Safety and Can be a large % or Have a right to visit, Neighbors security, attendances, sheer interest in the General Public education on reputation animals and area, Schools safety and how to keepers/harmers, curiosity of animal help, sources of revenue operations, right to environmental safety Government: Safety, revenue, Source of funding, Direct connections DNR animal care and hold laws and and ties, hold the Forestry Dept. rehabilitation, regulations, help power of UW-Extension education to regulate/ secure lawmaking/funding, Program visitors, facility, educating educated and Park Dept. environmental future helpers, vets, informative etc… Suppliers: Continued Regulates the flow They provide needed Festival Foods business, have of materials resources Fleet Farm enough materials Tri-County Feed to supply Columbia Serum 55
  56. 56. Stakeholder K I S S Animals are Sanctuary has Respect and Scare animals Residents cared for by responsibility treat animals on purpose. Sanctuary. for many of the fairly. Safety of Ignore animals. animals. concerns with Animals are animal. main exhibit at Animals are Sanctuary. important to the reputation of Sanctuary. Choose to Have genuine Acknowledge Ignore during invest/donate concern about relationship crisis. Investors to Sanctuary. Sanctuary. and inform of potential crisis. Media wants to Will tell the Inform with “No tell a story. story whether most accurate comment.” Media it is good or details as PR firm wants bad. possible. Try to contact to provide the media relations with PR firm is Utilize PR alone. media. looking out for firm’s best interests resources. of Sanctuary. Choose to Enjoy and love Value opinions Push work at wildlife and and concerns employees Employees Sanctuary, benefits of from workers aside if crisis some without Sanctuary. who are concerns. pay. immediately involved with Sanctuary. Guests enjoy Guests are Safety first. Let guests wildlife. concerned fend for Consumers about well Legitimize themselves. Guests support being of comments. Sanctuary’s Sanctuary. Ignore ideals. comments. Neighbors Neighbors like Acknowledge Belittle the choose to live wildlife and the neighbors’ concerns from Community close to understand boundaries. neighbors. Sanctuary. importance. 56
  57. 57. Fund and Budget of city Recognize the Pretend support includes power and Sanctuary is Government Sanctuary. Sanctuary legitimacy of its own entity. because is city city. Work in park. Ignore city conjunction Respect and and state with Regulations follow city and regulations. Sanctuary. and procedures state must follow procedures. city and state guidelines. Sanctuary Health of Take Throw labels utilizes animals in precautions away. Suppliers suppliers on hands of with product. regular basis. supplier. Use multiple Save packages suppliers. Does not use Confidence in and labels for others. companies. identification number. 57
  58. 58. Bay Beach Wildlife Sanctuary Press Kit: The press kit includes the following materials in advance: • Contact information • Hours of operation and map of location • Map of the sanctuary including building locations and hiking trails • Recent edition of The Honker, the sanctuary newsletter • Information sheet on the wildlife sanctuary Items that are to be included in the press kit at the moment of a crisis occurrence: • Press release for current situation o Sniper shoots 30 students o Outer East side quarantined o Testing sites o Animal drop-off center moved to NEW Zoo • Information on the animal, disease or other things involved in the crisis o Brucellosis Fact Sheet • Listing of up-coming appearances/public forums on the event • Green Ribbon to show support for victims’ families • Listing of educational courses and activities that were available. See Appendix A 58
  59. 59. Post Crisis Evaluation: Prior to Post Crisis Evaluation: 1. Notes should be taken during the crisis pertaining to the effectiveness of different forms of communication. 2. Effectiveness of the plan should also be considered and altered if necessary. The process for evaluating crisis management performance: 1. Ask all stakeholder groups for feedback, including employees and external stakeholders. a. Give each stakeholder group the Post Crisis Evaluation Survey that follows and ask then to complete it as soon as possible. b. Summarize the results from the stakeholder feedback surveys. 2. Evaluate data from the crisis records. a. Summarize data from the incident report sheets, the CMT strategy worksheets, and the stakeholder contact sheets. b. Determine if there were any noticeable mistakes made by the CMT. 3. Analyze all of the collected data and complete the Post Crisis Evaluation Worksheet a. Specify in detail what was done well and done poorly. b. Determine what changes need to be made and what must be retained. 59
  60. 60. Post Crisis Evaluation Survey: Post-Crisis Evaluation Crisis: _______________________________________________________________________________ Date of Crisis: _______________ Time:_____________ Location:___________________________ What was your role in the crisis? How were you personally affected by the crisis? Explain: Was the crisis considered to be a likely occurrence? Circle One: Yes No Some Explain: What methods were used to notify the public and how effective were those methods? Not At All Effective Neutral Very Effective 1. ____________________________ 0 1 2 3 4 5 6 7 8 9 10 2. ____________________________ 0 1 2 3 4 5 6 7 8 9 10 3. ____________________________ 0 1 2 3 4 5 6 7 8 9 10 4. ____________________________ 0 1 2 3 4 5 6 7 8 9 10 5. ____________________________ 0 1 2 3 4 5 6 7 8 9 10 What was done correctly? What should have been done differently? 60
  61. 61. Post Crisis Evaluation Worksheet POST CRISIS EVALUATION WORKSHEET CMT Member: __________________________ Date of Crisis: ___________________ Type of Crisis: _____________________________________________________________ We followed the Crisis Management Plan? Circle One: Strongly Disagree Neutral Strongly Agree 0 1 2 3 4 5 6 7 8 9 10 Explain: ___________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ Evaluation of Procedure: __________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ Procedures that were completed well: ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ Recommendation for changes/improvements ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ 61

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