Dallas/Fort Worth International AirportPublic Affairs

Briefing for U.S. State Department Communicators

Ken Capps, APRVice President of Public AffairsApril 2009

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Public Affairs Mission

Build credibility for Airport mission by promoting assets and successes

Fortify DFW’s industry-leading position by promoting thought leadership

Create local support and advocates through community outreach

Improve transparency through communications innovation

Protect DFW’s reputation through crisis and issues management

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DFW Public Affairs: How We Do It

Media Relations Interviews/Messaging Story Placement Press Releases Media Events

Community Relations Owner Cities Program (Signs/Banners) Scholarship Programs Educational Events Public Contact (Tours/Fairs)

Communications Annual Report/E-Newsletters Switchboard Daily Media Clips

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Why We're Successful

Long-standing credibility with news media – local to international Former journalists who understand deadlines Quick turn on stories, photos, facts 24/7 response

Strategic Thinking and Planning Anticipate stories and trends Collaborate and partner easily Prepare contingencies Big, bold programs that support strategy

Outreach to Community and Constituents Relationships with key business and community groups Focus on aviation and education initiatives Serve as epicenter of Dallas-Fort Worth joint efforts

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Our Mantra

Quick communication is essential

Be strategic in response

Be transparent

Protect sensitive details

Be consistent

Demonstrate empathy, customer care and Airport professionalism

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Our Key Rules

All media requests for information and interviews go through Public Affairs

DFW executives prepped by Public Affairs for all interviews

Public Affairs staff present at all interviews

All media releases and advisories sent by Public Affairs

No hiding behind “No Comment”

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Department Awards & Recognition

Public Affairs is honored by the South Central Regional Chapter of the International Association of Vehicle Theft Investigators for its support and dedication to their 2007 Conference

Ken Capps, Vice President of Public Affairs for DFW, is named to ‘Final Four’ of PR Week PR Professional of the Year 2008

The Airport’s 2007 DFW Annual Report ‘The Very Best for Our Passengers’ wins a Bronze award in the 2008 League of American Communications Professionals (LACP) Spotlight Awards’ “Print, Video and Web Communications” competition

DFW Public Affairs wins the 2008 LACP Magellan Award for Crisis Communications during the MD-80 grounding

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Strategic Communications Platform

International Focus

Regional Economic Benefit and Impact

Industry Thought Leadership

Support every DFW Department’s business efforts

“We are a business, not a bureaucracy.”DFW CEO Jeff Fegan; British Airways CEOWillie Walsh; and DFW EVP Joe Lopano at the Heathrow service announcement in London

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International Focus

U.S. - E.U. Open Skies Agreement

London Heathrow Service

KLM/Amsterdam Inaugural

Shanghai Airport Authority Relationship

Founders Plaza Grand Re-Opening

Shanghai Airport Authority announcement in China

DFW CEO Jeff Fegan and Olympic Medalist Carly Patterson and the Founders Plaza Grand Re-Opening

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Regional Economic Benefits and Impact

International Air Service and Cargo

DFW as “Airport City” – Commercial Development

Airport Business Opportunities – M/WBE

Sustainability/Environmental/Energy

Natural Gas ExplorationBill and Adelpha Callejo at the first Chesapeake Energy ‘spudding’

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Industry Thought Leadership

Editorial opportunities

Speeches

Presentations

Talking points and interview messaging

Support every Department’s business efforts

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Community Outreach

Owner Cities Sign/Banner Program

Welcome Home a Hero/R&R/USO

Friends of DFW – former Board members

Community Educational/Outreach Events

International Essay Contest

Holiday Helpers

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Communications Innovations

Use of blogs and website for reputation management Communicate directly to public

Expanded new media capabilities PAD website assets and capabilities –

podcasting Web releases for irregular operations –

communicate directly with passengers

DFW Communiqué Sent to targeted DFW CEO list

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Reputation Management

Weather delays

MD-80 inspections

Executive and Board travel

Executive compensation

Valet Parking controversy

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Public Affairs Deliverables

Annual Report – CD and Online

Quarterly “Dashboard” Reports to Board

Board Briefs

Weekly Activity Report to CEO

Business Diversity Development Department Annual Report

Annual Executive Media Books and Coverage Summary

Executive Communications

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“Other Duties As Assigned”

Media Assists Fallen heroes (police officer, firefighter, troops) Olympian Nastia Liukin Film production requests

Respond to passenger/general public communication Airport Switchboard Forward complaints for resolution Respond to web queries

Host high level, international government and business leaders Canadian Advanced Leadership Program delegation Singapore Air Force and Airport Operations team delegation Uruguayan Airport officials

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FY 2008 Highlights

More than 35 events held

Media Coverage Broadcast: 4891 Electronic: 4378 Magazine: 382 Newspaper: 5097 Other: 2512

TOTAL: 17,260

Other, 16%

Newspaper, 35%

Magazine, 3%Electronic, 24%

Broadcast, 22%

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Issues, Challenges, Opportunities

Highlight DFW success in tough economic times

Engage critical reporters Fight fire with facts Keep Board informed Keep advocates and

stakeholders informed

Focus messaging around new strategic plan

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What's Ahead

Delivery of DFW Annual Report – “Connecting the World”

Madrid Inaugural New service on American Airlines Departure ceremony Media events – DFW and Madrid

Host International Consul Corps for DFW business briefing

NBA All-Star Game and Super Bowl communication planning

Manage/mitigate continued media scrutiny of executive compensation

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Finals Thoughts

“Ken Capps and his staff at Dallas/Fort Worth International Airport… were always among my favorites to work with. Why? They were all former journalists and structured their operations in ways that warm the heart of a reporter wanting access and needing quick deadlines filled.” Benet Wilson, in her goodbye to the Aviation Week Towers & Tarmacs Blog. Wilson will be moving from her general aviation airports beat to the business aviation team at Aviation Week

“In response to [Texas Tech Coach Mike] Leach calling DFW a ‘confusing mess,’ the Airport sent an open invitation to the coach in what seems to be a bit of PR genius.” Chuck Carlton, blogger for Dallas Morning News College Sports Blog

“DFW officials are clearly focused on customer service. They take extra steps such as providing live entertainment during the busiest travel days and making the best of a bad situation when the inevitable massive delays hit (like providing cots to sleep on and things like diapers and baby formula for those who need them). Customer service is a never-ending task for DFW, just as it is for every business. Sometimes Mother Nature shakes things up with some bad storms. Sometimes other challenges arise.” Editorial, Fort Worth Star-Telegram