CrisisCommunication

Plan

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Table Of Contents

Introduction & Acknowledgements................................2 Emergency Contacts......................................................3Employee Contacts........................................................4Media Contacts..............................................................5Spokesperson.................................................................6Key Statements & Publics.........................................7,8Example Press Release..................................................9Crisis Team Members..................................................10Crisis Control Center...................................................11First Aid ..................................................................12,13Aggressive Customer..................................................13 Fire...............................................................................14Severe Weather...........................................................15 Shoplifting..............................................................16,17Larceny........................................................................18 Suspicious Package......................................................19 Gas Leak......................................................................20Utility Failure................................................................21Author Contact Information........................................22Shoplifting Form..........................................................23

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Introduction & Acknowledgements

Jana and David Swain have always had deep ties to Stillwater, Okla. The couple met when they were attending Oklahoma State Univer-sity. David majored in Organizational Analysis through the Spears School of Business and Jana majored in Clothing, Textiles and Merchandising in the School of Home Economics. The Swains love working with people and fashion, so the Shoe Bank fits them perfectly! Jana enjoys working with customers and employees and David concentrates on the business side of things. Through their strong partnership they have achieved success at the Shoe Bank. They value the safety of their customers and employees, and meet the needs of their clientele while maintaining integrity, professionalism and outstanding customer service.

David Swain- OwnerPhone: (405) 880-6002

Jana Swain- OwnerPhone: (405) 880-3820

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Emergency Contacts

Call 911

•Remain calm.

•Explain emergency.

•Provide exact location.

•Do not hang up until instructed to do so.

Stillwater Police Department

723 S Lewis

1510 S Main

Stillwater, OK 74076

Mail: P.O. Box 1725

Stillwater, OK 74074

Phone: (405) 372.4171

Fax: (405) 742.8284

Stillwater Fire Department

1510 S Main

Stillwater, OK 74074

Phone: (405) 742.8308

Payne County Sherriff’s Department

County Administration Building

606 S Husband, Room 101

Stillwater, OK 74074

Phone: (405) 372.4522

Relevant third party contacts:

Bath & Body Works

605 N Perkins Rd

Stillwater, OK 74075

Phone: (405) 372.3267

Game Stop

533 N Perkins Rd

Stillwater, OK 74075

Phone: (405) 780.7016

City of Stillwater

723 S Lewis Street

Stillwater, OK 74076

Phone: (405) 372.0025

Poison Control

Phone: 1(800) 222.1222

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Employee Contacts

Shoe Bank (405) 377.5908

Fax: (405) 372.8047

Management

David Swain (405) 880.6002

Jana Swain (405) 880.3820

Carla Bridges (405) 377.9057

Susan Bailey (469) 826.5295

Sales Staff

Jordan Bardeau (469) 826.5295

Mariah Fredman (405) 308.3030

Amy Johnson (405) 368.4067

Jordan Henderson (918) 519.0462

Kassie McClung (918) 935.1044

Camden Means (405) 850.3089

Gina Stiles (405) 708.1381

Gabby Swain (918) 859.9954

Elizabeth Warren (972) 342.7688

Ryan Miller (580) 483.1859

Jamee Miller (918) 440.3546

Paige Rossi (918) 519.9885

Jasmine Walker (580) 280.9229

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Media Contacts & Spokesperson

Stillwater News PressPhone (405) 372.5000Fax: (405) 372.3112editor@stwnewspress.comwww.stwnewspress.com

In the event of a crisis, make sure spokesperson is trained and ready to relay information to the media and the public. David Swain will be the primary spokesperson for all situations.

David SwainOwner/Founder of The Shoe Bank603 N. Perkins RoadStillwater, OK 74075Phone: (405) 377-5908shoebank2@gmail.com

In the event that David Swain is unavailable, Jana Swain will take his place.

Jana SwainOwner/Founder of The Shoe Bank603 N. Perkins RoadStillwater, OK 74075Phone: (405) 377-5908shoebank2@gmail.com

The Daily O’CollegianPhone: (405) 744.7936editor@ocolly.comwww.ocolly.com

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Media Contacts & Spokesperson

Tips for the spokesperson:

•Be prepared.

o Know your key statements, and stick to them.

o Anticipate the reporter’s questions.

o Don’t say more than you have to say.

•Start with the most important information.

•Show empathy.

•Keep responses brief.

•Use simple vocabulary.

•Think before you speak.

•Make eye contact.

•Never say anything “off the record.”

•Never say “no comment.” If you are not ready to make a statement immediately say that you

just learned about the situation and are trying to find more information or that you are prepar-

ing a statement now to give in X amount of time.

•Tell the truth.

•Be confident. You’re the expert.

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Key Statements & PublicsKey Publics:• Suppliers to Shoe Bank• City of Stillwater• Surrounding Businesses• Customers of Shoe Bank

Key Messages:If a crisis occurs in which Shoe Bank is forced to close or if parties are injured, please communicate the following statements:Small Fire:1. A small fire occurred today at Shoe Bank in Stillwater, Okla.2. The fire was contained and extinguished, and (no one was hurt) / (unfortunately was [report injuries and injured parties.])3. We are investigating the cause and resolving the problem so that nothing like this will happen again.

Social Media Statements:• Twitter

o A small fire occurred today at Shoe Bank. (No one was hurt) / (unfortunately was [report injuries and injured parties]), and the fire was contained and extinguished. #ShoeBank #Stillwater

o We are working to make sure nothing like this happens again. Our customers’ safety comes first. #ShoeBank #Stillwater o Normal business hours will resume tomorrow. Thank you for your patience. #Shoe Bank #Stillwater• Facebook

o A small fire occurred today at Shoe Bank in Stillwater. (No one was hurt) / (unfortunately was [report injuries and injured parties]), and the fire was contained and extinguished. We are investigating the cause and resolving the problem so that nothing like this happens again. Our customers’ safety comes first.

o Normal business hours will resume tomorrow. Thank you for your patience.

Fire That is Out of Control:1. A large fire occurred today at Shoe Bank in Stillwater, Okla.2. The fire was eventually contained and extinguished with the help of the Stillwater Fire Department. (No one was hurt) / (unfortunately was [report injuries and injured parties])3. We are investigating the cause and resolving the problem so that nothing like this will happen again.

Social Media Statements:• Twitter

o A large fire occurred today at Shoe Bank in Stillwater. (No one was hurt) / (unfortunately was [report injuries and injured parties]), and the fire was contained and extinguished by the Stillwater FD.

o We are working to make sure nothing like this happens again. Our customers’ safety comes first. #ShoeBank #Stillwater o Normal business hours will resume on X date. Thank you for your patience. #ShoeBank #Stillwater• Facebook

o A large fire occurred today at Shoe Bank in Stillwater. (No one was hurt) / (unfortunately was [report injuries and injured parties]), and the fire was contained and extinguished. , and the fire was contained and extinguished by the Stillwater Fire Department. We are investigating the cause and resolving the problem so that nothing like this happens again. Our customers’ safety comes first.

o Normal business hours will resume on X date. Thank you for your patience.

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Key Statements & PublicsSevere Weather: Tornado, Flood, Ice, Snow:1. Shoe Bank was (intensity) affected by the/a (type of weather). Thankfully no one was injured. We will let you know when we will be reopening. 2. Shoe Bank was (intensity) affected by the/a (type of weather). Unfortunately, (report injuries and injured parties). We wish them steadfast recoveries and will let you know when we will be reopening.3. We at the Shoe Bank are thankful to have not been affected by the/a (type of weather). We wish a swift recovery for those who were.

Social Media Statements:• Twiter

o Shoe Bank was (intensity) affected by the/a (type of weather). Thankfully no one was injured. We will let you know when we will be reopening. #showback o Shoe Bank was (intensity) affected by the/a (type of weather). Unfortunately, (report injuries and injured parties). We wish them steadfast recoveries and will let you know when we will be reopening. #shoebank o We at the Shoe Bank are thankful to have not been affected by the/a (type of weather). We wish a swift recovery for those who were. #stillwater #community

• Facebook o The Shoe Bank was (intensity) affected by the/a (type of weather). Thankfully no one was injured. We will let you know when we will be reopening. o The Shoe Bank was (intensity) affected by the/a (type of weather). Unfortunately, (report injuries and injured parties). We wish them steadfast recoveries and will let you know when we will be reopening. o We at the Shoe Bank are thankful to have not been affected by the/a (type of weather). We wish a swift recovery for those who were.

Aggravated Customer

We are sorry your experince with Shoe Bank has been less than extraordinary. Please contact us so we can offer you assistance and resolve the situation.

Example Press Release

Response to Inquiries (you are authorized to give out the folllowing information)

Date:________ Time:____________ Approved By:__________________________

This is an evolving emergency and I know that, just like we do, you want as much information as possible right now. While we work to get your questions answered as quickly as possible, I want to tell you what we can confirm right now:

At approximatey, _________(time), a (brief description of what happened)___________________________________________________________________________________________________________________________________________________________________.At this point, we do not know the number of (persons ill, person exposed, injuries, death, etc.).

We have a system (plan, procedure, operation) in place for just such an emergency and we are being assisted by (police, FBI, EOC) as part of that plan.

The situation is (under)(not yet under) control, and we are working with (local, State, Federal) authorities to (e.g., contain this situation, determine how this happened, determine what actions may be needed by individuals and the community to prevent this from happening again).

We will continue to gather information and release it to you as soon as possible. I will be back to you within (amount of time, 2 hours or less) to give you an update. As soon as we have more confirmed information, it will be provided. We ask for your patience as we repsond to this emergency.

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Crisis Team MembersIn the event of a crisis, contact:

David Swain (405)880.6002Jana Swain (405) 880.3820

Carla Bridges (405) 377.9057

Jordan Bardeau (469) 826.5295 Mariah Fredman (405) 308.3030 Amy Johnson (405) 368.4067 Jordan Henderson (918) 519.0462 Kassie McClung (918) 935.1044 Camden Means (405) 850.3089 Gina Stiles (405) 708.1381

Susan Bailey (469) 826.5295

Gabby Swain (918) 859.9954 Elizabeth Warren (972) 342.7688 Ryan Miller (580) 483.1859 Jamee Miller (918 440.3546 Paige Rossi (918) 519.9885 Jasmine Walker (580) 280.9229

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Crisis Control Center

For all scenarios except for fire, gas leak and flooding, meet in the back room of Shoe Bank. *This room was selected because interior conditions would be safer than exterior conditions.

In instances involving fire, gas leak and flooding, or if the back room is unavailable, meet directly in front of Shoe Bank. *In these scenarios, evacuation is necessary. Remaining in the store could endanger customers and employees.

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First Aid

Choking:• Administer the Heimlich maneuver (diagram below.)• Employees not assisting the victim, dial 911.

2. Make a fist with one hand

1. Lean the person forward slightly and stand behind him or her.

3. Put your arms around the person and grasp your fist with your other hand near the top of the stomach, just below the center of the rib cage. 4. Make a quick, hard movement

inward and upward.Copyright @ 2005 McKesson Corporation and/or one of its subsidaries. All Rights Reserved

First AidSevere Bleeding• Dial 911 to seek medical attention.• Before working with the wound, put on latex gloves.• Apply direct pressure to wound with clean bandage.• If possible, elevate wound above heart level.• Continue applying pressure for 5-to-10 minutes.• Don’t repeatedly check to see if bleeding has stopped. This could cause further damage to injury.• Keep applying pressure until bleeding completely stops or until medical assistance arrives.Unconscious• Attempt to wake the victim by gently tapping his or her shoulder or asking for a verbal response.• If they do not respond, immediately dial 911.• Check for breathing and pulse. If you can’t find a pulse (and an employee is certified) begin CPR.• Place the victim on his or her side once the victim resumes breathing and has a pulse.• DO NOT move the victim if there is a possibility of a head or spinal injury.Seizure• Immediately dial 911.• Do not restrain person who is seizing or convulsing.• Do not attempt to put anything in the person’s air passage, ex: water, food, medication, et cetera.• Place the victim on his or her side once convulsions stop.• Be aware of your safety as well because body convulsions are uncontrollable.Heart Attack• Immediately dial 911.• Notify the dispatcher or medical personnel if the victim becomes unconscious.• Be prepared to administer CPR if instructed to do so.Shock• Immediately dial 911.• Place the victim on his or her back with feet elevated above the head.• Check for signs of breathing, coughing or movement.• Administer CPR if there are no signs of consciousness.• Keep victim comfortable: o Cover victim with a blanket to maintain body temperature. o Loosen belts and clothing. o DO NOT give anything to the victim, ex: water, food, et cetera.• Place the victim on his or her side to avoid choking if the victim begins to vomit.

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Aggravated CustomerIn the event that an aggravated customer becomes angry or unpredictable, staff members should notify management immediately. A member of management should then proceed to take control of the situation by following these steps:

**If no members of management are present, see page 10 for informationa about crisis team members. • Stay Calm

Regardless of the situation, remain calm. It is your responsibility to take control of the situation. In order to calm an irrational customer, it is most important that you have a level head and you don’t let the situation worsen. Be genuinely concerned with the customer’s satisfaction. If a customer is using aggressive language, respond using language that will calm them down, such as: “I’m trying to help you sir, but I need you to lower your voice.”“I understand that you’re upset, please let me assist you.”

• Assume the customer is rightAssume that the customer is upset for a reason. Try to fully understand the situation by actively listening to the customer’s complaint and asking questions when necessary.

• Analyze the situationAfter listening to the customer’s complaint and fully understanding the cause of the customer’s dissatisfaction, assess the administrative and technical aspects of the situation.

• Take control of the situationRegardless of what caused the customer’s aggravated behavior, you are responsible for making that customer believe that you understand and are genuinely concerned with their happiness. Reassure the customer that you are personally taking steps to solve their problem.

• Find a solution Determine the steps to solve the issue for the specific customer. Act with diligence to comply with the needs of the customer. Once the situation is resolved, evaluate the circumstances of the situation, and determine what can be done to prevent a similar situation in the future. Document and file the details of the event in their entirety in case of a lawsuit.

If it is determined by management that the aggravated customer can’t be calmed using internal strategies, an employee should contact the Stillwater Police Department.

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FireIn the event of a fire in the store, the manager or sales associate on duty should imme-diately activate the fire alarm system. Then the following steps should be taken:

If the fire is small enough to be controlled:1. If anyone is in immediate danger, evacuate the scene.2. Locate the nearest fire extinguisher.3. Put out the fire before it spreads.4. Dial 911 to alert the fire department.5. Check all persons present for injury or smoke inhalation.

If the fire is out of control:1. Sales staff should safely assist customers out of the store.2. Cover mouth and nose to avoid smoke inhalation, and remember to stay low.3. Before opening doors, check for heat with back of hand to avoid a fire that has spread.4. Evacuate the store as quickly and safely as possible, closing all doors behind you.5. Relocate to the crisis control center in front of the store.6. Dial 911 if emergency personnel have not already arrived on scene.

DO NOT:• Attempt to put out a fire that is too large or would put you or anyone else in danger.• Attempt to save any merchandise or files.• Panic.

In older buildings, the likelihood of fire due to faulty wiring or other complications is increased. In order to avoid preventable fires, have wiring checked regularly and keep building up to city of Stillwater fire codes. Tips• If customer were to get hurt/die, re-enforce that proper medical assistance was provided and that all attempts to help were executed.

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Severe WeatherSnow and/or Ice1. Manager should monitor weather and note incoming storm.2. If time and weather are allowing, send employees and customers safely home. 3. If weather is too severe, close store and encourage employees and customers to remain inside. 4. Make sure you have supplies in case the weather lasts an extended period of time. 5. Stay updated on the storm by tuning into local radio stations: KSPI-FM 93.7 MHz, KVRO-FM 91.8 MHz, KGFV-FM 105.5 MHz. 6. Make sure conditions are not hazardous before releasing employees and customers. 7. If the store remains open during the storm shovel and salt the sidewalk in front of the store. 8. If injury should occur, refer to the Emergency Contact List on page 3.Tornado1. Manager should inform employees and customers of possible tornado as soon as possible. 2. Shut down any electronics that could be affected by loss of electricity.3. Gather customers and employees in back of the store away from windows and doors. 4. Close and block all doors and windows to keep out debris. 5. Stay updated on the storm by tuning into local radio stations: KSPI-FM 93.7 MHz, KVRO-FM 91.8 MHz, KGFV-FM 105.5 MHz. 6. If injury should occur, refer to the Emergency Contact List on page 3. 7. Remain in safety until the storm has passed and an “all clear” is issued. Flood1. If a flood occurs, whether due to excessive rain or a pipe burst, immediately shut down all electronic devices. 2. If evacuation is necessary due to severe flooding have employees escort customers out of the store.3. Evacuate every one from the premises. 4. Contact 911 so that the flooding can be controlled. 5. If injury should occur, refer to the Emergency Contact List on page 3.

It is imperative to remain calm and alert in the event of severe weather. By following the crisis plan provided you will be able to provide safety for customers and employees. Once immediate danger has passed release statements to the proper media with information about closing, damages and juries.

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ShopliftingIf a customer is suspected of shoplifting, a manager should be notified immediately and the witnessing employee must follow all of these steps to prevent false arrest claims and establish probable cause for detaining a suspected shoplifter:**If no members of management are present, a staff member should assume the roll of manager and follow the same steps.

• You must see the shoplifter approach your merchandise or enter the store without any merchandise in their hand(s). This prevents the scenario of falsely detaining a customer who carried in an item to return of exchange. • You must see the customer select your merchandise. You must be able to say without a doubt that you saw the customer pick up the merchandise before concealing it, and again protect yourself from a false claim as in step one. • You must see the customer conceal, carry away or convert the merchandise in question. This includes hiding the merchandise in pockets, in bags, in strollers etc. • At this point, you should maintain full surveillance of the customer.• You must see the customer fail to pay for merchandise in question. The customer might walk directly out of the store after concealing the merchandise or they might buy other but not the concealed one. • You must see the shoplifter leave the store. An approach to the shoplifter should be outside the store to eliminate all arguments that the shoplifter intended to pay for the item(s).

If all of the following steps were witnessed, and you suspect shoplifting to have occurred at the store, follow these steps:

• Contact 911 immediately after the shoplifter exits the store. This lessens the amount of time the store has to control the situation and a possible unruly or violent detainee. • After a brief review of the situation, a present member of management or a member of management that has been notified via phone call should decide whether the shoplifter should be detained. • If the decision is to detain the shoplifter AT LEAST TWO staff members should perform the detention outside the store. • Approach shoplifter from the front.• DO NOT touch the shoplifter in anyway to avoid battery charge. • DO NOT speak in a loud enough voice that it would bring attention from bystanders to avoid a slander charge. • The approach conversation should be firm and to the point but polite. • Suggested script guidelines: “Sir/ma’am, I’m with Shoe Bank and I’ve been observing you. I might be mistaken, but is there an item in your purse/handbag/stroller that you didn’t pay for? Would you please accompany me back into the store so we can get this figured out?” • Alternative script guidelines: “Excuse me, I’m with Shoe Bank, could I speak to you about the merchandise in your coat/wallet/pocket? Will you please come back into the store with me?”

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The shoplifter will cooperate and go back into the store 95 percent of the time. If the shoplifter argues or denies the request, let them go, and continue studying the shoplifter as they leave the scene (clothes, physical features, license plate) for information to give to authority.

• When the cooperative shoplifter is in the store, BOTH EMPLOYEES should escort him/her to the back office. • There should be TWO EMPLOYEES present with the shoplifter at all times, until authorities arrive. One employee should be the same sex as the shoplifter. • Someone of the same sex as the suspect can chose to perform a “pat down” of the suspect. • ASK FOR A RETURN OF THE MERCHANDISE IN QUESTION• Ask for identification. • While waiting for authorities to arrive, begin creating a written documentation of details and observations. • Once authorities arrive, they are in charge and should be cooperated with by all management and staff members. All knowledge up to this point should be shared with them. • If an arrest is warranted, a picture should be taken of the shoplifter for internal report.

**Print and complete the report on page 24

Shoplifting

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Larceny

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Always keep in mind that the safety of you, your co-workers and your customers are of the upmost importance. The product or money can be replaced but lives cannot. Take no action that will jeopardize personal safety.

During Office Hours:

Remain Calm• Remember to breathe.• Keep an open mind.• Have clear communication.• Comply with demands to ensure safety.

Remember Details• Facial and physical appearance.• Clothing worn.• Scars, tattoos, or deformities.

After Robbery• Call the police immediately.• Contact Jana or David Swain immediately.• Clear the store of customers.• Lock all the doors until the police arrive.

Outside of Office Hours

Review Tape• Check for details about the suspect.• Details about what they took.• Report all findings to the authorities and owners.

Make Notes• How did they break in?• What can we do to avoid this type of break-in again?

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Suspicious Package

If a package or shipment received at the store appears threatening or suspicious in any way, take the following steps:

• If the package seems potentially dangerous or harmful, do not attempt to move or touch the package at all. • Contact 911 immediately and inform them of the suspicious package.• Evacuate the building. • Contact surrounding business, and notify them of the situation. See contact information on page 3.• Do not attempt to operate electronics in or around the building. • Do not operate the building’s fire or security alarm. • Keep the building clear.• Do not enter the building until proper personnel have resolved the situation and deemed it safe to enter. • Document and file the details of the event in their entirety.

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Gas Leak

Though natural gas is both colorless and odorless, there can be traces of the scent that will alert you of a possible leak. If anyone detects a scent similar to rotten eggs, authorities recommend that the building be evacuated immediately.

1. Manager or acting manager should cease all operations immediately.2. Blow out any

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Utility Failure• In the event of a power or water outage, the manager should contact the city of Stillwater at

(405) 372-3292 to inform them of the situation.• If utility failure is cause for evacuation, make sure that all employees and customers exit the

building safely.• If the store is to be closed due to maintenance, make sure it is properly locked up.• Inform employees and customers if there is to be any closings.

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Authors’ Contact Information

Laura Hadaway(918) 809.4737

laura.hadaway@okstate.edu

Camden Means(405) 850.3089

camden.means@okstate.edu

Chelsea Roth(972) 743.8159

chelsea.roth@okstate.edu

Shelby Sever(405) 519.3133

shelby.sever@okstate.edu

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Shoplifting Form

INTERNAL SHOPLIFTING LOSS CONTROL REPORTPlease print or type this formDate _____________Store address ______________________________________________ ______Police Report # _______________ Officer in charge _____________________Name of suspect __________________ Date of birth___________ Mm/dd/yyyyAddress of suspect ________________________________________________City, ST, & Zip Code ______________________________________________Social Security # __________________ Driver’s license # ________________Photo taken? Yes ____ no ____ Arrest made? Yes ____ no _____Written narrative of incident (include any pertinent statements made by the suspect during the processing) _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ (continue on back if necessary)Merchandise stolen? ________________ Retail value? $________ Merchandise stolen? ________________ Retail value? $________ Merchandise stolen?________________ Retail value? $________Recovered? Yes_____ No____ Where is it now? ____________________

Name of person filling out this report ______________________________________________