Crisis Management

NASHVILLE, TN

MUSIC CITY

Day 3Friday, 3:00pm

December 9, 2011Meeting with NCVB

Board Members

Crisis“The Nashville Nemesis”

Over the past week, six people were shot at three diff erent locations around Nashville. The shootings were on December 1 st, 4th, and 7 th.

Five of the six victims have died. The locations of these shootings are not confi ned

to one part of Nashville. The police know that there is someone targeting –

what appears to be – random people around the city. 

The city is now in full panic-mode…realizing they have a serial killer on the loose.

The local media has dubbed this killer “The Nashville Nemesis.”

The story breaks at 10pm on local news.

The IssueHow this crisis applies

to us, the Nashville Convention and Visitors’

Bureau: Tourists in Nashville may be scared and wish to

immediately leave the city. Tourists booked to visit Nashville in the next

few weeks may wish to cancel their visit. Potential tourists hearing about the “Nashville

Nemesis” are possibly forming a negative impression of Nashville city and will not wish to visit.

This situation could spell disaster for businesses in Nashville’s hospitality industry.

Break-down of

Responsibility Our (the NCVB) responsibility is to communicate with and assist visitors, both current and future.

The businesses/church where the shootings occurred are taking responsibility for the care of the surviving victim and the victims’ families.

The police and mayor’s office are jointly responsible for communicating with the citizens of Nashville. The police are responsible for the safety of

those in Nashville and for bringing the killer to justice.

Position and

Mission

We will: Provide up-to-date information resources to

all current, future, and potential Nashville visitors by: Providing easy access to updates and

direction to further information from police, the mayor’s office, and local businesses.

Provide reassurance and assistance to Nashville visitors.

Communicate and work with member businesses of the NCVB.

Key Message: We care about our visitors, and we will assist them in any way possible.

Spokesper

son Nashville’s mayor, Karl F. Dean, is the official spokesperson for Nashville City. Mayor since 2007. Successfully led the city

through “a 1,000 year flood” in May 2010.

Mayor Karl Dean

Police Chief Steve

Anderson

All new information and official communications will be issued by either Mayor Dean or the chief of police, Steve Anderson.

The

Plan This plan is designed for the current

situation of the perpetrator still being on the loose.

If the perpetrator strikes again or is apprehended, our plan will change accordingly. Our mission remains the same

regardless of the “what-if” scenarios.

Wednesday

:Day 110:00pm: Local media broadcasts story of

the “Nashville Nemesis”. We realize that Nashville tourism has a

problem. Immediately contact police to be given

as much information as is available. Bring in extra security for the

Convention and Visitors’ Bureau and both Visitor Centers.

Contact all members of our crisis management team (PR, tech, call center managers).

Wednesday

:Day 1 Open call center and extend NCVB call

center hours to 24/7 and post this along with phone number in prominent location on home page of our website.

Give notice to all Nashville hotels that the NCVB is available to help make arrangements for any guests who wish to leave Nashville early. Notice also posted on our website.

Send out email to all Nashville NCVB staff that a mandatory meeting will be held at 8am Thursday morning.

Thursday:

Day 2

6:00am: Meet again with crisis management team.6:10am: News of the “Nashville Nemesis” breaks on the national morning news shows.6:15am: Contact marketing staff located in Chicago, Atlanta, and Washington, D.C. offices and fill them in on the situation via email.

Thursday:

Day 27:00am: Complete installation of links on our website to official press releases and information from the mayor’s office and police department. Will be continually updated until either the

killer is caught or the police cease releasing information.

8:00am: Meet with local NCVB staff at 5th and Broadway Visitor Center.

11:00am: Meet with representatives of NCVB member businesses. Continue to be in contact with the police and

the mayor’s office. Monitor media coverage of the “Nashville

Nemesis”.

Friday:

Day 3

9:00am: Contact mayor regarding video with message for visitors to post on website.12:00pm (noon): Update website with the police alert of suspect description along with details on how to be alert and safe in Nashville.3:00pm: Hold this meeting with the NCVB board members.

Monitor and evaluate impact on hospitality industry businesses. Possible hotel cancellations or early departures

and the number of visitors to restaurants, museums, and other tourist attractions.

Continue to monitor media. Continue to communicate with police

and mayor’s offi ce. Periodically check that updates are

properly appearing and that links are working on our website.

Check in with Chicago, Atlantic, and D.C. offi ces.

Friday:

Day 3

Saturday:

Day 4

10:00am: Film video with mayor’s message to tourists; post online as soon as it is edited. Work with Chamber of Commerce to

establish a fund for victims’ families. Communicate with those responsible

for assisting the victims’ families – offer any necessary support.

Continue evaluation of impact on hospitality industry.

Continue monitoring media coverage.

Sunday:

Day 5

Morning: Contact singer-celebrities from the Nashville area (start with Keith Urban, Alan Jackson, Brad Paisley) to create video for website.

2:00pm: Launch the online fund to accept donations for victims’ families.

Monday:

Day 6

Work with the singer-celebrities available to create video that sends a positive, reassuring message to visitors. Depending on their schedules, film video

and add to website today or Tuesday. Continue communication with mayor’s

offi ce and police. Continue to monitor media and evaluate

hospitality industry businesses.

Tuesday:

Day 7

Try to have singer-celebrity video posted on website by today; be flexible based on their schedules.

Analyze call-log of calls regarding the “Nashville Nemesis” and evaluate if the 24/7 phone line is still necessary; if it is, evaluate on a weekly basis.

Evaluate how we at the NCVB are handling the crisis.

Continue to work with NCVB member businesses to evaluate how this crisis is aff ecting the hospitality industry in Nashville.

Continue to monitor media coverage. Continue to communicate with mayor’s offi ce

and police department.

Continuing

Goals

Keep in contact with mayor and police. Continue to update information and links on

website and respond to any calls. Assist visitors in any way possible; encourage

those who cancel to rebook. Work with member businesses to offer incentives to

rebook.

Reiterate our motto that “Music calls us home” and our promise of high-quality music entertainment. Our response is to continue to do what we love and

offer our music to the world.

We do not know how long this crisis will continue. Our continued goals are as follows:

“This will be our reply to violence: To make music more intensely,

more beautifully, more devotedly than ever before.”

- Leonard Bernstein

Music Calls Us Home