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All in the FamilyEmergence of the Industry-Specific

Business Continuity Roundtable

The Media Industry Crisis Preparedness Roundtable

1

October 29-‐30, 2012 • Hotel Pennsylvania

Sometimes, Art Imitates Life!


Who We Are• A Consortium of Media BC Planners• Goal: Free Exchange of Best Practices

to Advance BC in the Media Industry• All Discussions “Off the Record”

Full Protection for Proprietary Information• MICPR Lays Groundwork for “Mutual Aid”

in Disasters• Bolsters Partnerships • Enhances Art & Science of Business Continuity• Addresses Issues SPECIFIC to Media Industry


Today...YOU Join Our Roundtable!• We’ll Replicate a Typical Quarterly Meeting• Illustrate Issues We Typically Bring to the Table• The Operational Experiences We Share...or Don’t!• Experience the Benefits & Challenges of

“Collaboration Among Competitors”• Pick Up Tips for Forming a Roundtable for YOUR

Industry!


Our Themes & Presenters• Small Staff, Big Story:

Brian Oliger, WTOP Radio, Washington DC• Hostile Presence Where You’d Least Expect It:

Karen Kiley, Discovery Comm., Silver Spring MD• Earning a Seat at the Table:

Howard Price & Justine White, ABC News, NYCCliff Scott, CNN/Turner Broadcasting, Atlanta GA

• Herding Cats - Harmonizing Disparate Clients:Karen Wang, Turner Broadcasting, Atlanta GA

• Roundtable Wrap-UpMark Haimowitz, ABC Television, NYC Ira Gross, HBO, NYC


Washington’s News, Traffic and Weather Sta6on

SMALL STAFF, BIG STORY:WTOP Responds to the 2012 Derecho


WTOP Is...• Washington, DC’s Top-Rated All-News Station• Highest Billing Radio Station in the US• Serves 10 Million People in the National Capital

Region, via Networked Transmitters• “From Richmond to Baltimore, from the

Chesapeake to the Shenandoah”• From “A Radio Station with a Website” to a

Multi-Platform “Digital News Organization”• Emergency Alert System Local Primary Station


BC Goals

• Leaving the Air? NOT AN OPTION• Digital Resilience = On-Air Resilience• Six Sites to Protect in DC/MD/VA

(Main Facility in Northwest DC)• Maintain Newsgathering, Content

Creation & Distribution to All Outlets• Protect $65 Million Revenue Stream• Employee Safety On-Site & In the Field


Strategy & Implementation

• Backup Generators Everywhere w/ RedundancyRigorously Maintained & Tested

• Annual “Pull the Plug” Test• Street Hookup for Rollup Power @ Main Studios• Critical Remote Ctrl Systems Protected• Newsroom/Studios Protected by TWO 40kW UPSs• Offsite Backup Newsroom/Studio• Generator-Protected Studio-to-Transmitter Links

Reduce Dependence on Telcos


The June 29th Derecho

• Very Little Warning (About 5 Hours)• First Warnings Late Friday Afternoon• First Power Outages Around 10 PM• 11 PM Friday:

WTOP is “Island of Light” in “Ocean of Darkness”• 7 AM Saturday:

Two Million w/o Power No TV, No Internet, No A/C!


• All Transmitters Lost Main Power At Some Point Generators Kept Them On the Air

• Rooftop Microwave Room Had Power, But No A/C• Cell Site Outages Impaired Ability of Reporters to

File Stories from the Field• Road Closures Impeded Reporter Travel, and

Ability of Other Employees to Come to Work• Many ATMs Down - Some Employees Ran Short of

Cash




• Gas Station Lines Impacted Mobility• But We Had Power -- And Working

A/C Lured Employees to Work!• Families Invited In to Keep Cool



• Our Mission: Help Listeners, Give Them HopeProvide Life-Saving Information

• Our Promise: Sit on Utilities Until All Power BackHelp Advertisers Reach Their Customers w/Critical Info


Lessons Learned

• Satellite Phones• Fully-Fuel Vehicles Before Storm • Petty Cash on Hand• Complete Languishing “Mobile

Newsroom” Project


• No Dedicated BC/DR Function at WTOP

• Roundtable Discussions Helped Us:• Identify BC Strategy & Stakeholders• Implement Best Practices

Appropriate to Our Organization• Identify Unforeseen Vulnerabilities• Craft BC “Talking Points” for

Sr Mgmt & Rank & File• Win Internal Support for BC Program

Roundtable Benefits


Washington’s News, Traffic and Weather Sta6on

Brian OligerNewsroom Tech Ops Manager

[email protected]@BrianOliger


Earning a Seat at the Table

Howard Price, CBCP/MBCI Director

Justine White, CHMMHealth & Safety Manager

Cliff ScottBusiness Continuity & Recovery

CNN/Turner Broadcasting


Earning a Seat at the Table:BC as the Organizational “Hydra”• Two “Heads” or Specialties

• Forward Sentries & Immediate “Fast Fixers”– “Canaries in the Coalmine”– Emergency Prep & Response

• Process Analysts– “Operational Ambassadors w/o Portfolio”– The “What If We Tried…” Team– Pushing the BC Agenda Through Improved

Organizational Efficiency, Effectiveness & Economy


Earning a Seat at the Table:BC at ABC News

• Global 24x7 Multiplatform News Org

• Unique “Non-Traditional” Org/Op Culture– Stratified Command & Communications– Collaborative, Yet Highly Siloed– “Bigfooting” and “Experiential Arrogance”– “I Need It Yesterday!”

• Storied Past with Challenging Future– Highly Fractionated Competitive Frame– More Intense Financial Accountability– Less Corporate Independence


Earning a Seat at the Table:BC as Team Player

• Marrying Our Agenda to the Organization’s– Harmonizing Needs & Wants in Common Solutions

• ENS/In-Bldg Cellular Enhancements

• Auditable Results-Oriented Problem Solving– Driving the Bottom Line

• Cost Efficiencies (Pager/Phone Harvest, Tools/Apps)

• Using Chuztpah to Drive Procurement(“FREE. That Works for Us.”)

• Maximum Benefit, Minimum Obligation

• “The Honest Broker”– Apolitical, Dispassionate, Solution-Focused


Earning a Seat at the Table:Ready Answers BEFORE Disaster Strikes

• Insightful Resourcing– Pandemic– Shelter in Place– Field Health/Safety & Security– Enhanced Operational Performance

• Enhanced Training– Expanded HEFAT Courses; First Aid/AED/CPR– Online Tools for “Anywhere, Anytime” Auditable

Learning

• Pre-Assembled Resource Pools– EOHS, Hazmat Specialists on Call– Specific Industry Expertise


Earning a Seat at the Table:Ready Answers WHEN Disaster Strikes

The BP Oil SpillSomali FamineEbola in Uganda


Earning a Seat at the Table:Ready Answers AFTER Disaster Strikes

•After-Action Analysis...– What Worked, What Didn’t– What We Wished We’d Known BEFORE the

Incident– Constant Process & Resource Improvement– Enhanced Operational Performance

•...to Drive a Dynamic EOHS Program– Pushing Basic Training for and Education of

Known Hazards– Global, Well-Documented Resourcing for 24/7

Response


The Ongoing Challengesin a Fluid Business Environment•Future Learning from Past Experiences

– Formal “Post-Mortems” Hard to Schedule– “On to the Next Crisis”– Phrase We Hate: “Dodged a Bullet!”

•Budget & Organizational Culture– Fiscal Constraints are BIGGEST Annual Challenges– Doing More with Less (and Less, and Less...)– Unique Cultural Norms:

• Fierce Independence & Competition• Unwillingness to Ask for or Accept Help• Sleep-Deprived to the Max• Arrogance Born of Tough Experience


The Road Less Traveled

Security: Well, in that situation you should leave, quickly.Correspondent: Yeah, I get that...but I wouldn’t get the shot

if I did.Security: You could die if you stayed. Correspondent: I could get hit by a bus, it goes with the job. Help me better my odds.

-‐ Conversa6on between Security Lead and Field Correspondent


Earning a Seat at the Table:Breaking Down Solos

• Understanding the Business– Walk a Mile in their shoes– Talk about the current projects

• Provide Forums for Communication Across Divisions – Insights– Free Thinking Fridays

• Build Safe Environment for Root Cause Analyses – Facilitated by neural party (BC)– Comprehensive and honest summary to open

» Root Cause» Steps to mitigate


Earning a Seat at the Table:Building Fans

• Construct Plans that work for the customer– Paint by Number vs. Tools and Roadmap

• Review of Critical processes for recovery– BIA and AIA inserted in Engineer project flow– Defining the difference between high availability

and redundant

• Exercises – Live and Tabletop– Current scenarios – Never make them easy


Earning a Seat at the Table:Aligning Goals

• Cost Savings – New vs. Used– Purchase vs. Emergency Buy – Layer Approach

» Mobile Recovery » Shared Facilities at TW Family

• What is the Least You Can Get by With?– Whittling Down the List– Solid Foundation to Build From


Hostile Presence Where You’d Least Expect It

Karen KileyVP, Bldg Ops & Security


September 1, 2010 Silver Spring, MD


What Worked Well• Quick Police Response Contains Incident to Lobby

• Discovery Quickly Provided Police a File on Perp

• Emergency Response Plan Well RehearsedTeam Familiar with Security/Evacuation Plans

• Communications Quickly Began Messaging Staff

• Employees Remained Calm and Cooperative

• Day Care Center Mgmt & Teachers Were Prepared and Remained in Control of Children’s Safety


Lessons Learned• Heightened Employee & Visitor Check-In Procedures

• Redesigned Lobby and Entry Points for Enhanced Security

• NEW Law Enforcement “Response Bag,” Including Access Badges, Blueprints, Computer, etc.

• Increased Coordination of Regional Office Security Protocol

• Messaging Developed in Advance to Address Various Scenarios

• Increased Employee Interest and Participation in Drills and Safety Awareness Programs


Discovery HQ Main LobbyBEFORE AFTER


Herding Cats:Harmonizing Business Continuity & Recovery

at Turner Broadcasting SystemKaren Wang, MBA, PMP

Business Continuity & Recovery

Turner Broadcasting System, Inc.


Text


Emergency Message Service with Mass NoEficaEon ListsBlackberry and iPhone apps with contact info

• Always on, regardless of network/server status

• Available to ExecuEves and Recovery leadership

• Blackberry PINs, phone numbers, emails updated weekly, pushed to the icon and copied to Address Books

Conference Call Bridges:• ProperEes Emergency Response

• ExecuEve Crisis Management

• Cross FuncEonal Team

• OperaEonal Recovery Teams

BC&R websites with plan informaEon and resources

COMMUNICAT

ION TOOLS


Incident

Securityor

CorporateExecuCve Crisis Management Team

X-‐FuncConal Emergency

Team

Business and Technical Recovery Teams

Updates

Our Model

Analyzers, Communicators, Fixers

Impactassessment

PROCE

SS


ExecuCve Crisis Management Team

Real World Example 1PR

OCE

SS

Incident

Securityor

Corporate


Team

Recovery TeamsCNN, Entertainment, IT, Sales etc.

Impactassessment


Real World Example 2PR

OCE

SS

Incident

Securityor



Team


Impactassessment


New ModelPR

OCE

SS

Incident

Securityor



Team


Impactassessment

CHALLENGESü 24/7 availabilityü Triggers for escalaEon to ExecuEvesØ Triggers for escalaEon to Cross-‐FuncEonalØ Process and tools for updates


And Now -- It’s YOUR Turn!

The Media IndustryCrisis Preparedness Roundtable

Panel


Why An Industry-SpecificRoundtable?

• Pros & Cons• Maintaining Boundaries,

Pushing Envelopes• “Speaking a Common Language”• Sharing Common (and UNIQUE)

Experiences

Your Questions & Comments Are

Welcomed!

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