OperationOperationYellowYellowRibbonRibbon

Strategy Case Study

Case LayoutCase Layout

•Discussion Image (Gander Airport, Sept 11, 2001)Discussion Image (Gander Airport, Sept 11, 2001)

•Crisis Case OverviewCrisis Case Overview

•Crisis Management Team AssignmentCrisis Management Team Assignment

•**In Class Group Work****In Class Group Work**

•Common Mistakes/Discussion TopicsCommon Mistakes/Discussion Topics

•Task Review & Learning OutcomesTask Review & Learning Outcomes

Gander International Airport

September 11, 10am

What is Gander:• Gander International Airport• first North American airport on the trans-Atlantic route• “Trans-Atlantic Refuelling Stop”• Small location for emergency use.

What happened on 9/11:• US Airspace indefinitely closed.• Took in 39 wide-body aircraft, mostly heading for U.S. destinations. • The total number of passengers and crew accommodated at Gander was about

7,600.• The total population of Gander is fewer than 7,000 people (approx 1800 under the

age of 12)

Comment:• Effort in accommodating all of these unexpected guests was monumental.• Gander Prime Minister Jean Chrétien said that there were more people at the airport

than in the town.

Crisis Management Team

• Your group is in charge of formulating and implementing an immediate (3hr), short (24hr) and medium term strategy (72hr).

• There are 4 hotels (capacity approx 800)• There are 3 schools (capacity 2000)• There is one main shopping mall.•Gander is isolated, so no

immediate help is coming, or can be called for.

•Isolated until US Airspace opens again

•Gander to Quebec is an 18hr journey by road.

What do you do?

Group Work• In groups, as the Mayor of Gander and Head of

the Crisis Management team you must put in place plans for dealing with the influx of people.

• Areas of consideration include but should not be limited to:– Processing of passengers off and on to planes– Accommodation– Health & Safety– Food and Water.– Communication & Information– Resource Organisation (Volunteers, Public Workers)

ConsiderationsConsiderations•This is an “external event”

• `you cant change, only react’•Crisis Management Teams should have distance / objectivity and not allow emotion to cloud their judgement. •Teams should strive to have a clear policy on leadership/management•Strategy for unknown•Action (step by step... Consequences)•Evaluation / follow up / review•All actions have issues/consequences that must be considered… for example ‘we’ll put everyone in the schools (action), but all the schools are full of children at 10am (issue/consequence).

ConsiderationsConsiderations•This is an “external event”

• `you cant change, only react’•Crisis Management Teams should have distance / objectivity and not allow emotion to cloud their judgement. •Teams should strive to have a clear policy on leadership/management•Strategy for unknown•Action (step by step... Consequences)•Evaluation / follow up / review•All actions have issues/consequences that must be considered… for example ‘we’ll put everyone in the schools (action), but all the schools are full of children at 10am (issue/consequence).

Management Style/DesignManagement Style/Design

•Management Style: Autocratic/Democratic/Laissez-Management Style: Autocratic/Democratic/Laissez-

Faire.Faire.

•Group think per topic, or individual assigned to different Group think per topic, or individual assigned to different

areas?areas?

•One manager delegating roles? Or standardised One manager delegating roles? Or standardised

classroom group approach?classroom group approach?

•Why have you designed your team the way you have?Why have you designed your team the way you have?

Management Style/DesignManagement Style/Design

•Management Style: Autocratic/Democratic/Laissez-Management Style: Autocratic/Democratic/Laissez-

Faire.Faire.

•Group think per topic, or individual assigned to different Group think per topic, or individual assigned to different

areas?areas?

•One manager delegating roles? Or standardised One manager delegating roles? Or standardised

classroom group approach?classroom group approach?

•Why have you designed your team the way you have?Why have you designed your team the way you have?

Processing passengersProcessing passengers

•Gander is a small airport, familiar with deplaning one Gander is a small airport, familiar with deplaning one

plane at a time. Consider this, should you decided to plane at a time. Consider this, should you decided to

deplane, ID, and document every passenger, and you deplane, ID, and document every passenger, and you

manage to do it at an impressive speed of one manage to do it at an impressive speed of one

passenger per minute, that is 7,600 minutes, or passenger per minute, that is 7,600 minutes, or

126hrs, or just over 126hrs, or just over 55 days. This is not practical. days. This is not practical.

•How will you empty the planes, and record/monitor all How will you empty the planes, and record/monitor all

passengers at a time of heightened security fears?passengers at a time of heightened security fears?

Processing passengersProcessing passengers

•Gander is a small airport, familiar with deplaning one Gander is a small airport, familiar with deplaning one

plane at a time. Consider this, should you decided to plane at a time. Consider this, should you decided to

deplane, ID, and document every passenger, and you deplane, ID, and document every passenger, and you

manage to do it at an impressive speed of one manage to do it at an impressive speed of one

passenger per minute, that is 7,600 minutes, or passenger per minute, that is 7,600 minutes, or

126hrs, or just over 126hrs, or just over 55 days. This is not practical. days. This is not practical.

•How will you empty the planes, and record/monitor all How will you empty the planes, and record/monitor all

passengers at a time of heightened security fears?passengers at a time of heightened security fears?

AccommodationAccommodation

•““Put people in hotels!!”Put people in hotels!!” – – but what about the people but what about the people

already in the hotels? Existing customers?already in the hotels? Existing customers?

•““Put people in the schools!” Put people in the schools!” – – but it’s a normal school day but it’s a normal school day

at 10am, the schools are full of children. What’s your plan for at 10am, the schools are full of children. What’s your plan for

the children?the children?

•TransportTransport – – how are you getting 7,600 people around the how are you getting 7,600 people around the

island?island?

•““Women and children” Women and children” – – not families and the elderly?not families and the elderly?

•There is often an effort from students to accommodate There is often an effort from students to accommodate

people in luxury. This is a CRISIS. 2/3 families per hotel people in luxury. This is a CRISIS. 2/3 families per hotel

room is a legitimate answer. Makeshift beds in a school room is a legitimate answer. Makeshift beds in a school

gymnasium is a legitimate answergymnasium is a legitimate answer

AccommodationAccommodation

•““Put people in hotels!!”Put people in hotels!!” – – but what about the people but what about the people

already in the hotels? Existing customers?already in the hotels? Existing customers?

•““Put people in the schools!” Put people in the schools!” – – but it’s a normal school day but it’s a normal school day

at 10am, the schools are full of children. What’s your plan for at 10am, the schools are full of children. What’s your plan for

the children?the children?

•TransportTransport – – how are you getting 7,600 people around the how are you getting 7,600 people around the

island?island?

•““Women and children” Women and children” – – not families and the elderly?not families and the elderly?

•There is often an effort from students to accommodate There is often an effort from students to accommodate

people in luxury. This is a CRISIS. 2/3 families per hotel people in luxury. This is a CRISIS. 2/3 families per hotel

room is a legitimate answer. Makeshift beds in a school room is a legitimate answer. Makeshift beds in a school

gymnasium is a legitimate answergymnasium is a legitimate answer

Health and SafetyHealth and Safety

•Interestingly, students seem very concerned with Interestingly, students seem very concerned with

health and safety. What are the reasons for this? health and safety. What are the reasons for this?

Often, students forget that everyone on the flights has Often, students forget that everyone on the flights has

willingly embarked on a Trans-Atlantic Flight. willingly embarked on a Trans-Atlantic Flight.

Health and SafetyHealth and Safety

•Interestingly, students seem very concerned with Interestingly, students seem very concerned with

health and safety. What are the reasons for this? health and safety. What are the reasons for this?

Often, students forget that everyone on the flights has Often, students forget that everyone on the flights has

willingly embarked on a Trans-Atlantic Flight. willingly embarked on a Trans-Atlantic Flight.

Food & WaterFood & Water

•For such a small island, feeding an effective 100% For such a small island, feeding an effective 100%

increase in population is very challenging. Note that increase in population is very challenging. Note that

the island can no longer be accessed by air, so the island can no longer be accessed by air, so

additional supplies will not be forthcoming. How can additional supplies will not be forthcoming. How can

you deal with this.you deal with this.

•In the TV Movie of this event (Diverted, 2009) there is In the TV Movie of this event (Diverted, 2009) there is

a very good scene when the crisis is being announced a very good scene when the crisis is being announced

via public radio, of the volunteerism and goodwill via public radio, of the volunteerism and goodwill

shown by the people of Gander to make sandwiches, shown by the people of Gander to make sandwiches,

hot meals, soup, etc. hot meals, soup, etc.

Food & WaterFood & Water

•For such a small island, feeding an effective 100% For such a small island, feeding an effective 100%

increase in population is very challenging. Note that increase in population is very challenging. Note that

the island can no longer be accessed by air, so the island can no longer be accessed by air, so

additional supplies will not be forthcoming. How can additional supplies will not be forthcoming. How can

you deal with this.you deal with this.

•In the TV Movie of this event (Diverted, 2009) there is In the TV Movie of this event (Diverted, 2009) there is

a very good scene when the crisis is being announced a very good scene when the crisis is being announced

via public radio, of the volunteerism and goodwill via public radio, of the volunteerism and goodwill

shown by the people of Gander to make sandwiches, shown by the people of Gander to make sandwiches,

hot meals, soup, etc. hot meals, soup, etc.

CommunicationCommunication•Communication and access to information is key. At times of Communication and access to information is key. At times of

uncertainty people crave information. How will you uncertainty people crave information. How will you

communicate to volunteers? To passengers?communicate to volunteers? To passengers?

•Do you inform passengers of events in New York? Why/why Do you inform passengers of events in New York? Why/why

not?not?

•How often do you grant access to information? An important How often do you grant access to information? An important

decision taken in the real life event was to issue an address decision taken in the real life event was to issue an address

via TV & Radio every hour, on the hour with information via TV & Radio every hour, on the hour with information

updates, even if the update was “There are no new updates updates, even if the update was “There are no new updates

at this time.” Why was this important?at this time.” Why was this important?

•One mistake that is common is the assumption that all One mistake that is common is the assumption that all

passengers speak English, in one instance, a plane from the passengers speak English, in one instance, a plane from the

Middle East had no English speaking passengers – how do Middle East had no English speaking passengers – how do

you deal with this?you deal with this?

CommunicationCommunication•Communication and access to information is key. At times of Communication and access to information is key. At times of

uncertainty people crave information. How will you uncertainty people crave information. How will you

communicate to volunteers? To passengers?communicate to volunteers? To passengers?

•Do you inform passengers of events in New York? Why/why Do you inform passengers of events in New York? Why/why

not?not?

•How often do you grant access to information? An important How often do you grant access to information? An important

decision taken in the real life event was to issue an address decision taken in the real life event was to issue an address

via TV & Radio every hour, on the hour with information via TV & Radio every hour, on the hour with information

updates, even if the update was “There are no new updates updates, even if the update was “There are no new updates

at this time.” Why was this important?at this time.” Why was this important?

•One mistake that is common is the assumption that all One mistake that is common is the assumption that all

passengers speak English, in one instance, a plane from the passengers speak English, in one instance, a plane from the

Middle East had no English speaking passengers – how do Middle East had no English speaking passengers – how do

you deal with this?you deal with this?

Common ‘Mistakes’Common ‘Mistakes’•““Send people by boat to mainland”Send people by boat to mainland”

•Why might this be a problem?Why might this be a problem?

•Where do you send them? Who pays?Where do you send them? Who pays?

•How do you monitor/record this?How do you monitor/record this?

•Who gets to go, who stays?Who gets to go, who stays?

•Quebec 18hrs away by car.Quebec 18hrs away by car.

•““Contact hotels regarding rooms”Contact hotels regarding rooms”

•This is too broad, and lacks conviction.This is too broad, and lacks conviction.

•““Inform hotels that they have been temporarily designated as Inform hotels that they have been temporarily designated as

shelters for 72 hours, you apologise for any inconvenience and shelters for 72 hours, you apologise for any inconvenience and

would appreciate all assistance.”would appreciate all assistance.”

•““get volunteers to do…”get volunteers to do…”

•Who are these volunteers? How are they organised? Over a Who are these volunteers? How are they organised? Over a

72 hour period if they ALL work at the start, presumably they’ll 72 hour period if they ALL work at the start, presumably they’ll

be tired very soon. Time delegation is importantbe tired very soon. Time delegation is important

Common ‘Mistakes’Common ‘Mistakes’•““Send people by boat to mainland”Send people by boat to mainland”

•Why might this be a problem?Why might this be a problem?

•Where do you send them? Who pays?Where do you send them? Who pays?

•How do you monitor/record this?How do you monitor/record this?

•Who gets to go, who stays?Who gets to go, who stays?

•Quebec 18hrs away by car.Quebec 18hrs away by car.

•““Contact hotels regarding rooms”Contact hotels regarding rooms”

•This is too broad, and lacks conviction.This is too broad, and lacks conviction.

•““Inform hotels that they have been temporarily designated as Inform hotels that they have been temporarily designated as

shelters for 72 hours, you apologise for any inconvenience and shelters for 72 hours, you apologise for any inconvenience and

would appreciate all assistance.”would appreciate all assistance.”

•““get volunteers to do…”get volunteers to do…”

•Who are these volunteers? How are they organised? Over a Who are these volunteers? How are they organised? Over a

72 hour period if they ALL work at the start, presumably they’ll 72 hour period if they ALL work at the start, presumably they’ll

be tired very soon. Time delegation is importantbe tired very soon. Time delegation is important

Learning OutcomesLearning Outcomes

•In times of crisis COMMUNICATION is key.In times of crisis COMMUNICATION is key.

•Time limits should be placed on groups to replicate Time limits should be placed on groups to replicate

time pressures associated with crisis management.time pressures associated with crisis management.

•For variety, fictitious ‘FACTS’ can be introduced For variety, fictitious ‘FACTS’ can be introduced

midway through group work to see how groups react, midway through group work to see how groups react,

for example: 1) Airspace has re-opened after all for example: 1) Airspace has re-opened after all

passengers have been deplaned. 2) An additional 10 passengers have been deplaned. 2) An additional 10

planes will arrive in 3hrs time, carrying 2,000 planes will arrive in 3hrs time, carrying 2,000

passengers. passengers.

•One key issue is the groups management style One key issue is the groups management style

selection. For a crisis of this nature there is a strong selection. For a crisis of this nature there is a strong

case for an autocratic leadership style. case for an autocratic leadership style.

Learning OutcomesLearning Outcomes

•In times of crisis COMMUNICATION is key.In times of crisis COMMUNICATION is key.

•Time limits should be placed on groups to replicate Time limits should be placed on groups to replicate

time pressures associated with crisis management.time pressures associated with crisis management.

•For variety, fictitious ‘FACTS’ can be introduced For variety, fictitious ‘FACTS’ can be introduced

midway through group work to see how groups react, midway through group work to see how groups react,

for example: 1) Airspace has re-opened after all for example: 1) Airspace has re-opened after all

passengers have been deplaned. 2) An additional 10 passengers have been deplaned. 2) An additional 10

planes will arrive in 3hrs time, carrying 2,000 planes will arrive in 3hrs time, carrying 2,000

passengers. passengers.

•One key issue is the groups management style One key issue is the groups management style

selection. For a crisis of this nature there is a strong selection. For a crisis of this nature there is a strong

case for an autocratic leadership style. case for an autocratic leadership style.

The Unpopular Decision?The Unpopular Decision?•An interesting discussion topic is whether there is merit to An interesting discussion topic is whether there is merit to NOTNOT

deplaning the passengers, rather keeping them all on board the planes deplaning the passengers, rather keeping them all on board the planes

indefinitely.indefinitely.

•While this would less than enjoyable for the passengers, it may make While this would less than enjoyable for the passengers, it may make

sense from a crisis operation perspective.sense from a crisis operation perspective.

•The airplanes become glorified hotels.The airplanes become glorified hotels.

•Communication is made easier. Communication is made easier.

•There is no need to record/document passengers.There is no need to record/document passengers.

•The town/island remains undisrupted. The town/island remains undisrupted.

•There is likely a decent quantity of food on board the planes.There is likely a decent quantity of food on board the planes.

•Schools and hotels are unaffected. Schools and hotels are unaffected.

•Resources can be brought to one focal point, the airport.Resources can be brought to one focal point, the airport.

•If you opt for this approach, what if airspace remains closed If you opt for this approach, what if airspace remains closed

longer than 72 hours? Remember, at the outset, you do not know longer than 72 hours? Remember, at the outset, you do not know

how long this crisis will last.how long this crisis will last.

The Unpopular Decision?The Unpopular Decision?•An interesting discussion topic is whether there is merit to An interesting discussion topic is whether there is merit to NOTNOT

deplaning the passengers, rather keeping them all on board the planes deplaning the passengers, rather keeping them all on board the planes

indefinitely.indefinitely.

•While this would less than enjoyable for the passengers, it may make While this would less than enjoyable for the passengers, it may make

sense from a crisis operation perspective.sense from a crisis operation perspective.

•The airplanes become glorified hotels.The airplanes become glorified hotels.

•Communication is made easier. Communication is made easier.

•There is no need to record/document passengers.There is no need to record/document passengers.

•The town/island remains undisrupted. The town/island remains undisrupted.

•There is likely a decent quantity of food on board the planes.There is likely a decent quantity of food on board the planes.

•Schools and hotels are unaffected. Schools and hotels are unaffected.

•Resources can be brought to one focal point, the airport.Resources can be brought to one focal point, the airport.

•If you opt for this approach, what if airspace remains closed If you opt for this approach, what if airspace remains closed

longer than 72 hours? Remember, at the outset, you do not know longer than 72 hours? Remember, at the outset, you do not know

how long this crisis will last.how long this crisis will last.

Useful LinksUseful Links

http://en.wikipedia.org/wiki/DivertedFilm about the Operation Yellow Ribbon.

http://en.wikipedia.org/wiki/Operation_Yellow_RibbonWikipedia Article

http://www.ganderairport.com/911.htm

Gander Airport Website

http://transgriot.blogspot.ie/2011/09/operation-yellow-ribbon-thank-you.html

Synopsis and President Barack Obama thanks Gander 10 years on.

Useful LinksUseful Links

http://en.wikipedia.org/wiki/DivertedFilm about the Operation Yellow Ribbon.

http://en.wikipedia.org/wiki/Operation_Yellow_RibbonWikipedia Article

http://www.ganderairport.com/911.htm

Gander Airport Website

http://transgriot.blogspot.ie/2011/09/operation-yellow-ribbon-thank-you.html

Synopsis and President Barack Obama thanks Gander 10 years on.

case study author: Jeff Tayloremail: jeff@jefftaylor.iewebsite: www.jefftaylor.ielinkedin: http://www.linkedin.com/pub/jeff-taylor/41/993/635contact via email for guest lectures and academic seminars some facts and figures within the case have been altered for illustrative purposes