What Constitutes A ""New- Mexico State Fair" Crisis?

Any occurrence that could potentially tarnish New Mexico State Fair's image as a safe and fun annual event. 1.

Media Director Responsibilities

• Provide news releases and other information to the media.

• Is the back-up team member to be contacted in the event of a crisis if the general manager and commissioner cannot be reached.

Agency Principal Responsibilities

• Write press releases and public service announcements.

• Provide advice on the long term effect of the crisis on the public, and how the crisis has impacted the perception of NMSF as a safe annual event.

Legal Counsel

• Provides legal expertise about crisis characteristics.

1.

Spokesperson Guidelines

To be effective, spokesperson must be: - articulate and well-informed about issues

involved in the crisis - credible to the media and public - easily accessible to the media

Remember to: - let employees and allies know who the appointed spokesperson is, so that they can refer media calls

Managing the Crisis: Specific Action Steps

Step #1: Assemble the Crisis Management

Team

• Team leader calls a meeting (conference call or in- person).

• Agenda is simple: - What exactly is the issue? - Does it constitute a crisis? - What information is available? - What information is needed?

Step #2: Identify the Issue

Find the real issue, identify it, determine solution. Remain focused.

Step #3: Determine Whether A Crisis Exists

• Crisis team must look at crisis criteria to determine whether a crisis exists.

Remember: A misdiagnosed" crisis" can result in two outcomes:

1) You call a crisis when there isn't one (making you look like the little boy who cried "wolf").

2) You don't call a crisis when there is one (leaving you vulnerable to a crisis accelerating out of control -- such as the Exxon Valdez oil spill).

Crisis Criteria to Consider:

Has the issue been recently reported by a national wire service (AP, Ul'I) or a key national daily newspaper?

Has the issue been covered by a local television network (ABC, NBC, CBS)?

Does the issue have the potential for sustained media coverage?

Does the issue involve a highly visible special interest group?

Is the issue based on a well-prepared attack by a national organization?

Step #4: Gather Information

Obtain copies of any published articles, TV transcripts, information from activist groups or other documents that might help describe the situation.

Assess the potential effect on the NMSF. If any information is second-hand, hearsay or

conjecture -- treat it as such. Proceeding at this point on inaccurate or misleading information could cause the team to create a crisis rather than respond to one.

Step #5: Consider Response Options

• Think of strategies; don't focus on messages yet. • INSTEAD, focus on:

- NMSF's actions - What do you want key audiences to know/think?

Step #6: Compose Key Messages

Develop 3 to 5 brief (10 to 20 words each) key messages. Why so brief? Because they're more likely to be used by the media and remembered by your audiences.

Messages should: -tell the truth - show compassion - share power and responsibility - explain what the NMSF is doing about the issue

Messages shouldn't:- be defensive or say "no comment" or Ii don't worry" - be overly technical - discount perceptions or fight criticism with strictly factual responses.

Step #7: Decide On A Course Of Action

This is the tactical element of the crisis management plan.

Determine:

How is the NMSF going to resolve the crisis? How will it deliver its messages to key

audiences? What's the best way to reach them? (press conference, establish telephone hot line,

news release, letter, memo, newsletter, advertising, meetings, videotape, one-on-one presentations, radio talk show, conference calls?)

Be careful not to mix audiences. Messages and mediums may differ.

Step #8: Inform The Appropriate Audiences

• Execute the plan!

Crisis team should tell employees and other management before informing the media!

Consider desired outcomes: During the crisis: Disseminate information! messages to all key publics simultaneously.

Communicate accurate information to key publics and minimize the damage.

After the crisis: Communicate the healthy status of the NMSF infrastructure.

Step #9: Evaluate The Feedback

Important step, but often ignored or forgotten. Get feedback and pay attention to it.

Keep track of and listen carefully to any telephone calls and letters you receive from key audiences.

Notice what the media is saying about the NMSF before, during and after the crisis. Monitor all media, and conduct a detailed media analysis, noting media source, author, cited news sources, and positive/negative tone of the piece.

Monitor all convention cancellations throughout the state.

Analyze any drop-in inquiries.

Step #10: Revise The Response

Be flexible. Review the feedback and adjust the course of action as necessary.

Keep your eyes and ears open to changes -- look for new opportunities that can help the NMSF overcome the crisis and get on with "business as usual."

Tips on Dealing with the Media

Hold a press conference. Ensure accuracy and thoroughness by providing information packages (hand-outs, prepared statements). Balance bad news with good.

• Establish media headquarters, if necessary.

Issue a media alert/news release via multi-fax service or media distribution service. Issue frequent update advisories to key media during and after the crisis.

Notify news clipping service and broadcast monitoring if necessary.

• Have a designated spokesperson with a rehearsed script. (On day 1 of the NMSF, there is a shooting on the midway, who is the spokesperson and what is the message?)

• Remain calm and provide information in a timely manner.

• Identify media' s technical needs. Ask them what they need to make their job easier, try to resolve the issue, and be familiar with the area so you can instruct them on where to position their uplinks.

• Before consenting to an interview with a reporter, find out exactly what he or she needs. Ask these questions when appropriate:

1. What is the nature of the story? 2. Does the story have a local angle? Is it regional or national in scope? 3. Who are the other sources for the story?

• Accommodate the media. Bend over backward to accommodate any legitimate requests. The media will often report from a more positive angle if they feel local officials and spokespeople are taking care of their needs.

• Don't place blame.

• Don't use acronyms or abbreviations.

• If you do not know the answer to a question, say so and let the reporter(s) know when you will get back to them with an answer.

• Do not speak Hoff the record" or respond to a question with HNo comment."

• If a reporter paraphrases your comments incorrectly, listen and then correct him or her.

• Anticipate media questions.

• Be involved. The human elements of sincerity and concern, and active, on-site involvement will earn respect for the New Mexico State Fair.

• If the incident involves injuries or loss of life, be compassionate but factual. There is no need to be defensive.

• Do not go into great depth. Reporters usually are allowed little more than 30 - 60 seconds to tell the story.

• Give every reporter equal access to information and interviews and treat them with parity; never permit one reporter into an area where you would not allow another to go.

• Don't let yourself be railroaded into an answer you do not want to give. If you cannot discuss

certain aspects of an incident, (e.g. pending an investigation), say so and say why.

• Don't answer questions that have not been asked.

• When answering questions, don't guess, speculate or respond to "What if ... ?" questions.

• Be open, honest, and proactive about providing necessary information to the media, which will usually result in more positive news stories.

• Repeat your main points. Summarize and recap.

• Avoid empowerment of the media. Do not let the story be bigger than the issue. Show the actions you are taking to address the problem, not the actions you are taking to issue statements.

• Be flexible. Don't hesitate to change with the circumstances and respond to new information.

• Keep a media list of what reporter received a news release or information. Keep an accurate record of every media call you got and how you responded to it.

• Get reporters' names. Collect business cards if they have them, and write on the back of each card any unique insights or reminders of your conversations with the reporter ... and any special needs that you helped that reporter to meet.

Provide frequent status reports in NMSF Department newsletters.

Correct Errors In The Media

If a factual error arises that has some significance or could result in public misconceptions, you should take steps to correct it. Three tactics:

Contact the reporter and provide correct information. Offer documentation to support claims. Goal: Correction in paper or broadcast announcement.

If reporter is unresponsive, consider issuing a news release that correctly states the erroneous information. Stick to the facts, do not assign blame. Make sure claims are fully documented.

Write a calm and factual letter to the editor/news director to voice your side of story and correct the facts. Do not complain or condemn.

Telephone NumbersState Fair Emergency 307/308

General Manager 216/*259-9777 Dir. Finance 225/*259-6144 Chief Giron 237/ Engineering 242/*263-2253 Media Chief 255/*263-2256

*Cellular numbers

All Other Emergencies Poison Control 231/*259-6146 Deputy Manager 288/*259-6145Dir. Marketing 505/843-2551 Mgr. Info System 249/*259-6149 Grnd. Maintenance241/*263-3808

911Albuquerque Public Schools Police 243-7712Alcohol, Tobacco, Firearms (ATF) 766-2271 Animal Control 291-6250Federal Bureau of Investigation (FBI) 224-2000U.S. Secret Service 766-3336

HOSPITALS

Lovelace on Gibson 843-2111Lovelace, Journal Center 262-7000Presbyterian on Central 262-3200Kasement on Constitution 841-1234'Presbyterian Northside 291-2000St. Joseph's on MLK Blvd. 823-8000 St. Joseph's NE Heights 244-8000St. Joseph's West Mesa 888-7800UNM 893-2000

EMERGENCY CRISIS PLANNew Mexico State Fair

1. Personal Injury 2. Violence3. Bomb Threat 4. Fire & Flood 5. Power Outage 6. Natural Disaster 7. Tingley, Horse Arena, Dairy Barn 8. Fine Arts, Hispanic Arts, Indian Arts, Youth Hall 9. Creative & Home Arts, Manuel Lujan Bldg. 10. Administration, Bolack Building, Media Center11. Livestock Barns, Horse Stalls, Villa Hispana,

lndian Village, Western Heritage Square 12. Safe Areas, Evacuation Instructions, Phones

Emergency Crisis Plan New Mexico State Fair

This plan is designed to prepare personnel of the New Mexico State Fair to respond responsibly to emergency and/or crisis situations involving the Fair, its visitors, concessionaires, property and personnel in accordance with local, state and national guidelines.

By definition, emergency or crisis is any natural or man-made event or situation which endangers personal or public safety and which may escalate into greater magnitude, resulting in the interruption of normal activities and jeopardize the favorable public image of the Fair.

The end goal of this plan is to minimize casualties, property damage, public defamation and to expedite recovery from the disaster.

This plan was formulated for implementation during Fair Time or at times when there is major attendance by the public. During normal operation, duties outlined for Spotters in this plan will be assumed by Supervisors.

TELEPHONE CHAIN

Should an emergency occur Spotter nearest scene shall notify Officer in Charge NM State Police, then proceed with his/her duties.

Chief of NMSP shall notify General Manager or Deputy who will

notify other Directors and Supervisors assigned to him. Other directors will contact their Supervisors.

Directors will exercise judgement on ordering emergency plans activated for specific areas.

Example: Spotter in Creative Arts sees fire, calls State Police who activates emergency services and calls General Manager of Fair. He notifies Directors who put applicable portions of plan into motion.

Duties Defined

Spotters are key to the entire Emergency Crisis Plan. They are on the scene and are responsible for immediate action should any emergency arise. They report directly to .

Supervisors who will name Spotters in each area of responsibility and make themselves available to Spotters on the scene of emergencies and shall assume control of situation in absence of emergency personnel (i.e. police, firemen, medics) . They will report directly to . . .

Directors who are immediate link between General Manager and/or Officer in Charge (OIC) State Police. Each shall be prepared to assume duties of General Manager in his absence and will report to him.

PERSONAL INJURY

The most common emergency involves personal injury or physical malfunction, either to self or others. It is important that everyone recognize an emergency situation and know how to respond correctly.

Most likely to occur are: Heart Attack Choking Injury with bleeding Electrical shock

Seizure Head Injury Heat Stroke

There are 3 basic steps to be taken: 3-Cs

1 Check the scene and victim. --Look over the scene and secure its safety. --Determine extent of situation and if there is immediate

help available.

2 Call Emergency Number 307/308 (on all Fairgrounds phones) --Give brief and accurate report of situation and exact

location.

--Ask fellow employee or bystander to help in crowd control.

4 Care for victim --Ascertain if anyone present is qualified in First Aid or

CPR and enlist their help. Make victim comfortable, loosen tight clothing and free air passages.

VIOLENT ACTS

Violence in the workplace and at public events has increased dramatically in recent years. Should an act of violence occur on the State Fairgrounds, the following actions should be taken:

If during State Fair -- l--Call emergency number 307/308 immediately. State nature

of incident, its magnitude and exact location. 2--If there is perpetrator of incident, be cooperative and

try not to agitate or magnify situation. 3--Cooperate with authorities arriving on scene. 4--Assist any injured individuals. 5--Enlist aid of Spotters to evacuate premises and take

other measures as necessary to protect self and public if directed by authorities.

6--Make mental notes of anything unusual or unfamiliar.

After incident -- l--Call immediate Supervisor and advise of situation who, in

turn, will take necessary actions.

2--Spotters will ascertain extent of injuries, damages or missing personnel and report to their superiors who, in turn, will advise further action.

ONLY THE GENERAL MANAGER AND DIRECTOR OF COMMUNICATIONS WILL INTERACT WITH NEWS MEDIA. NO EXCEPTIONS!

Under direction of General Manager, Director of Finance will implement necessary actions concerning any dead or injured.

BOMB THREATS

A bomb threat during normal operations is highly unlikely but not impossible. More likely is a threat during the Fair when there is a greater likelihood of publicity for the perpetrator. While most threats are empty, all calls should be treated seriously.

I--Keep caller on line as long as possible, keeping conversation light and sympathetic, while signalling co-worker of emergency situation who will inform supervisor.

2--0bserve and note things about caller's voice, inflections, accents, background sounds, state of mind. Ask leading questions which should prolong call and reveal more information about caller.

3--Supervisor will call police on another line and will maintain contact with authority to apprise of developments.

4--Receiver of call or anyone monitoring call should note stated location of bomb and initiate search of area for anything of suspicious nature. Should something be found, the area should be quietly evacuated if directed by executive on scene or other proper authority.

Evacuation Procedure

When duly notified, Spotter(s) or employees will follow this procedure:

When public is Present: l--Immediately stop work 2--Assist person in charge to quietly inform public in area to

move quickly to nearest exit and to clear area. 3--After public is evacuated, employee should follow, leaving

all doors open for inspection by authorities. 4--Spotter responsible for area is to account for all

employees in that area and report to Supervisor.

When Public is not involved, follow Steps 1, 3 and 4.

FIRE

Personal and public safety is the first concern in case of fire. Should a fire occur in one of the buildings, follow this procedure:

When public is involved: 1--Stop work immediately. 2--Guide public quietly and quickly out nearest exit. 3--Exi t, leaving doors open for inspection by Spotters and

officials. 4--If animals are involved, make an effort to evacuate them

WITHOUT jeopardizing self. 5--Cooperate with authorities for crowd control. 6--Report to Supervisor as soon as practical.

When public is not involved. Follow Steps 1, 3, 6.

BUILDING FLOOD

Personal and public safety is first priority in any emergency. It is also true in case of flood on grounds or in buildings. In case of flood in any building on Fairgrounds, follow this procedure: 1--Immediately stop work. Do not touch any electrical outlet. Do not attempt to remove items from building. 2--Guide public to exit and leave.

3--Report to Supervisor.

Spotter Responsibilities Make quick inspection of building, including offices and

other closed areas, to ascertain evacuation is complete.

Close office doors to signal "all clear."

POWER OUTAGE

Interruptions of electrical service come in all sizes and descriptions. It may be a momentary lapse with almost immediate restoration of power or it may be one of greater duration. On the Fairgrounds, it could be a general situation or localized. In every case premises can get dark very quickly.

Three factors are of immediate concern:

I--Public and personal safety

2--Protection of equipment 3--Security

l--Should the outage occur in location with large public attendance, use whatever means of communication is available to advise public to keep their seats or to remain where they are. At Tingley Coliseum, an emergency generator will restore lighting in a matter of seconds. In other buildings, there are emergency battery-powered lights.

2--If computers or office equipment are in use, turn them off. A sudden surge when power is restored can damage it.

3--Darkness is often an invitation to some to acquire items without benefit of purchase. When power is restored a quick visual inventory should be made. DO NOT ACCUSE ANYONE OF THIEVERY. That is a duty of law enforcement people.

Evacuation: Should it be necessary to evacuate premises, ask security officers to stand by exits and scan those leaving. Spotters should see that everyone has evacuated by inspecting closets, rest rooms, etc. Then close and lock doors if possible.

NATURAL DISASTERS

Earthquake

Albuquerque is located on a natural fault line and earthquakes are not only possible, but probable. Historically, they have been minor in nature but the possibility for a severe quake always exists.

Just as it is the sudden stop, not the fall, that hurts, so the danger of an earthquake is not the quake but what it dislodges. Therefore, it is prudent to move to an open area as quickly as possible.

More than one tremor is common with an earthquake, so often the first shake is lighter following ones. Should a quake occur at the Fair, follow this procedure:

l--Immediately move away from loose objects, glass windows, doors and cases. Stand in a doorway or crawl under a desk.

2--Evacuate building, leaving doors open for inspection.,

Spotter Responsibilities;

Expedite evacuation After ascertaining offices are unoccupied, close doors and leave.

Tornado

Tornados have occurred in every state in the country. One even hit Albuquerque during Fair time a few years ago. Tornado warnings are usually transmitted by the Weather Service but some twisters hit without warning so immediate local action is imperative.

Personal and public safety are Number 1 priority. Most permanent buildings on Fairgrounds are relatively safe but there are some exceptions. (See list)

There are no absolutes in tornados but there are general rules

that apply: l--Open doors and windows (This allows for rapid pressure

equalization) 2--Move away from glass doors, windows, pictures, dishes, etc. 3--Lie flat, preferably in depression. This is most important in open areas where debris is flying. 4--Avoid trees. They may shelter from rain but could attract lightning (both usually accompany a tornado) .

Should a tornado warning be sounded, procedures to be followed vary from location to location on Fairgrounds. (See addenda)

Tingley Coliseum

Special Instructions: Priori ty L is to minimize panic. Use p.a. system to advise and direct public on proper conduct. If announcer is on duty, a copy of his instructions should be at hand.

All personnel is to be pre-warned that people outside the building could enter for shelter. Keep them in lobby areas.

Earthquake l--Announcer asks everyone above aisles to remain seated and for those below aisles to evacuate to outside area. 2--After first quake, begin orderly evacuation of entire area. 3--After evacuation complete, secure building.

Spotter Duties I--Facilitate above. 2--Inspect for total evacuation, injuries and damage. 3--Check for building security, report to Supervisor.

Tornado 1--0pen doors and windows, especially those in higher

places. 2--Evacuate auditorium area to lobbies and underground tunnel. Direct everyone away from glass doors. 3--If no damage, resume program.

Spotter Duties I--Facilitate above. 2--Inspect premises for injuries and damage. 3--Report to supervisor.

Horse Arena

Dairy Barn

Earthquake l--Evacuate public into open areas as quickly as possible. 2--Check for evacuation, leaving doors open.

Tornado 1--0pen doors and windows.

2--Direct public to lower areas and to sit or lie along walls.

3--Inspect for injuries and damage. 4--Report to Supervisor.

Fine Arts, Hispanic Arts,

Natural Resources, Indian Arts Buildings

Earthquake

l--Direct public, as possible, to nearest exits and into open spaces.

2--Move others away from windows but along interior walls, under doorways, into closets, rest rooms, etc.

3--After building evacuated, secure doors.

Spotter Duties l--Assist in above. 2--Inspect all areas of building to ascertain extent of

injuries and/or damage. 3--Report to Supervisor.

Tornado 1--0pen doors and windows 2--Direct public to sit along walls

Spotter Duties l--Inspect all areas of building for injured, calling for aid

if necessary. 2--Report to Supervisor.

Leon Harms Youth Hall

Earthquake l--Direct public out of dining and kitchen areas into

courtyard. 2--Evacuate, as possible, dorm areas to outside. 3--Direct non-evacuees to sit along walls, under tales and in doorways, closets, away from glass windows, doors.

spotter Duties l--Assist in above. 2--Inspect building for injuries and/or damage. 3--Secure building. 4--Report to Supervisor.

Tornado l--Direct public out of dining area and into wings and ' kitchen and sit along walls and away from glass. 2--0pen windows and doors.

Spotter Duties l--Assist in above. 2--Inspect building for injuries and/or damage. 3--Call for assistance as needed. 4--Report to supervisor

Creative and Home Arts, Manuel Lujan Jr. Buildings

Earthquake

I--Direct public to exits leading to open areas but away from power lines.

2--Direct those remaining to get under tables, into doorways, small rooms and away from glass doors, windows, cases, etc.

spotter Duties l--Assist in above.

2--After quake, inspect all areas of building to determine extend of injuries and/or damage.

3--Secure building and report to Supervisor.

Tornadol--Open doors and windows.

2--Direct public to sit or lie along walls, away from glass and loose objects as possible.

spotter Duties l--Inspect all areas of building to ascertain extent of

injuries and/or damage. 2--Secure building. 3--Report to Supervisor

Administration Media center

Earthquake l--Evacuate or get under desks or into doorways. stay away

from glass. 2--When evacuating, leave doors open.

spotter Duties l--Check all offices for personnel, injured or otherwise. 2--Close doors to signal "all clear." 3--Check for damage or injuries and report to Supervisor.

Tornado 1--0pen doors and windows. 2--Sit or lie in corners of walls away from glass.

spotter Duties l--Inspect all areas for personnel injuries and damage. 2--Secure area as necessary and report to supervisor.

Bolack Agriculture Building

Earthquake l--Direct public into courtyard. 2--After evacuation, secure doors.

spotter Duties l--Assist in above. 2--Inspect all areas of building to ascertain extent of

injuries and/or building damage. 3--Secure building if necessary and report to Supervisor.

Tornado 1--0pen doors and windows. 2--Direct public to sit along walls and away from glass and

loose objects.

spotter Duties l--Assist in above. 2--Inspect building for injuries and/or damage. 3--Report to Superior.

Livestock Barns, Horse stalls, School/Flower, Small Permanent Buildings

Earthquake

l--Direct evacuation to open spaces. 2--Secure premises as possible.

spotter Duties l--Assist in above 2--Inspect for injuries and/or damage. 3--Secure premises as necessary. 4--Report to Supervisor.

Tornado l--Position everyone to sit or lie along walls.

spotter Duties l--Assist above. 2--Inspect for injuries, and/or damage. 3--Report to Supervisor.

Villa Hispana Indian Village western Heritage Square

Earthquake l--Move everyone to open area.

spotter Duties

l--Assist in above. 2--Inspect for injuries and/or damage. 3--Report to Supervisor.

Tornado l--Direct public to lie flat on ground or enter small

enclosures with open windows and doors.

spotter Duties l--Inspect for injuries, calling for assistance as needed.

\ 2--Inspect for damage. 3--Secure premises as necessary. 4--Report to Supervisor.

Special Orders for Evacuation

Panic is the single most danger in emergency situations. Be calm! Be authoritative! Be cheerfu1! Pub1ic responds better to smiled directions.

1--0verall direction: New Mexico state Police

2--Fair and Contract Security -- Chief Giron A--Parking lot attendants to hold all vehicle movement

until ordered by Officer in Charge. B--Pedestrian traffic to be given precedence. C--Grounds Security shall direct movement to proper Safe Areas.

3--Parking Personnel --Julie Leahy and/or Gerald Wright.

A--Lot attendants will remain at posts and will facilitate vehicle exit when so ordered.

B--Extra parking personnel will be dispatched to "hot spots" when practical.