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Fox Home Services Crisis Communications Plan

December 13, 2014

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Table of Contents

Company Background Page 3

Stake Holders Page 4

Media List Page 5

Media Contact List Page 7

Communications Strategies Page 8

Media Costs Page 9

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About Fox Home Services

Fox Home Services is a house cleaning and home services company located in Ruckersville, VA.The company serves Ruckersville and the surrounding areas. Fox Home Services was establishedin June of 2009 Geneva Fox its sole owner. In the event of a crisis, Geneva Fox will be the spokesperson. All communications to the media will be created by Ms. Fox.

Communications Team

Spokesperson: Owner Geneva Fox. Ms. Fox will create messages for the press, social media, andclients. She will speak to the press.

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Stake Holders

The stakeholders within the Fox Home Services company include: residential clients, commercial clients, and employees. In the event of a crisis, each stake holder will be contacted via email, or phone call. Text messages will not be used as they would not support the depth required to clearly communicate the nature of a crisis and how it is being handled. The owner of Fox Home Services, Geneva Fox, will personally contact all stake holders in the event of a crisis.In all cases, the nature of the crisis and how it is being handled will be communicated.

Employees

Any individual who performs duties and is involved in the operations of Fox Home Services is an employee of the company. In the event of a crisis, Geneva Fox will notify each employee by telephone. She will communicate to each employee personally how the crisis is to be handled.

Residential Clients

Clients whom have their private homes cleaned by Fox Home Services are classified as residential clients. Residential clients will be notified via email in the event of a crisis. However, those residential clients whom only communicate with Fox Home Services via phone calls or for whom email communication fails will be notified by telephone. In the event that a residential client whom is contacted via telephone does not answer, a voice mail message asking the client to call as soon as possible will be left. The nature of the crisis must not be left on a voice mail message.

Commercial Clients

Clients whom have their office or place of business cleaned by Fox Home Services are classified

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Media List

Weather Emergency

Local: television networks, radio stations, daily newspapers. This message would also appear on the Facebook page

Fox Home Services will completely shut down all operations due to the severe weather. The house cleaning and home services company will resume business and reschedule clients after roads are cleared and power is restored to Charlottesville and surrounding areas.

CVille Weekly

Fox Home Services will shut down all operations this week due to the severe snow storm. The house cleaning and home services company will resume caring for client needs after the remainder of roads in Charlottesville and surrounding areas are cleared and power is completely restored.

Twitter

We have stopped all operations due to the weather.Will resume when rds r cleared & power is back on. #Virginia weather

Wide spread power outage

Local: television networks, radio stations, daily newspapers. This message would also appear on the Facebook page

Fox Home Services will not be able to provide any services for residential or commercial clients until all power is completely restored to Charlottesville and surrounding areas. As a result of the power outage the house cleaning and home services company may be unable to communicate with clients. Owner Geneva Fox will contact all clients and employees once power is restored.

CVille Weekly

Fox Home Services will resume operations once power is restored to Charlottesville and surrounding areas. The house cleaning and home services company will contact all clients and employees once power is restored.

Twitter

We r shut down until the power comes back on. No way to charge phone. No computer access. Will b n touch when power’s back on #Charlottesville power outage

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Security breach

Local: television networks, radio stations, daily newspapers. This message would also appear on the Facebook page

Fox Home Services owner Geneva Fox released a statement today saying that her house cleaning and home services company’s computer system had been hacked. Ms. Fox said: “In spite of tight security measures, the computer systems of Fox Home Services was hacked into yesterday. Due to our computer system being hacked sensitive client information such as addresses, phone numbers and email addresses have been compromised. Fortunately, client’s financial information was not kept on this system. I am working closely with Geek Squad and the Greene County police department to find the responsible parties and ensure the safety of our client information.”

CVille Weekly

In a statement on Monday, Fox Home Services owner Geneva Fox announced that her company’s computer system had been hacked compromising sensitive client information.

Ms. Fox said: “In spite of tight security measures, the computer systems of Fox Home Services was hacked into yesterday. Due to our computer system being hacked sensitive client information such as addresses, phone numbers and email addresses have been compromised. Fortunately, client’s financial information was not kept on this system. I am working closely with Geek Squad and the Greene County police department to find the responsible parties and ensure the safety of our client information.”

Twitter

Fox Home Services computer system hacked. Go to www.foxhomeservices.com for details. #Daily Progress

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Media Contact List

Monticello Media:

Melissa Neeley - News Director

Phone: 434-882-4209

mneeley@cvillestations.com

Mark Moses - News Anchor

Phone: 434-817-7621

mmoses@cvillestations.com

CVille Weekly

News Editor: Graelyn Brashear

Phone: 434.817.2749 ext 40

news @c-ville.com

Daily Progress

News Editor: Lee Wolverton

Phone: (434) 978-7283

lwolverton@dailyprogress.com

NBC 29

News Director: David Foky

Phone: (434) 220-2900

dfoky@nbc29.com

News Plex

News Director: Jay Barton

Phone: (434) 242-1919

jaybarton@newsplex.com

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Communications Strategies

Unintentional or intentional crisis that is external

Media Outlets

Radio: Monticello Media

Print: Daily Progress, CVille Weekly

Television: NBC 29, News Plex

Social Media: Facebook, Twitter, Fox Home Services blog and website

Clients will be notified through email or by phone if they cannot be reached through email.

Unintentional or intentional crisis that is internal

Employees will be notified by phone

Clients will be notified through email or by phone if they cannot be reached through email

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Media Costs