OPERATIONS CENTER PLAYBOOK

Phone and Email Tips (Sample Conversation) 1

Key Messages and Discussion Starters 2

NORAD Tracks Santa History 3

How Does NORAD Track Santa? 4

Common Questions and Answers 5-8

List of 2012 Program Contributors 8

Country Tracking Sheet 9

If contacted by a media organization, refer them to the media center at: (719) 556-1910 or (719) 556-5128

Please do NOT conduct any interviews over these phone lines.

Also, please do NOT make outgoing phone calls from these phones.

**PHONE AND EMAIL TIPS**

Feel free to talk to the caller, embellish, and most of all, have a good time! Because of the high volume of calls we receive, please try to keep your conversations short.

Also, remember that you are representing the North American Aerospace Defense Command (NORAD) and the NORAD Tracks Santa program; therefore, please do not commit Santa to bringing any particular gift!

**SAMPLE CONVERSATION**

Please use the following script when answering the phone.

Hello, NORAD Tracks Santa! This is _____ [rank/name]. How may I help you?

Where is Santa?

According to our NORAD Radars and Satellites, Santa is currently located in ______. [look at map]. He should be in ______very soon!

When will Santa be at my house?

Only Santa knows when he will arrive at your house. We do, however, know from that it appears he arrives only when children are asleep! It seems Santa typically arrives between 9:00 p.m. and midnight. If children are still awake when Santa arrives, he moves on to other homes. He does return later…but only when children are asleep!

Can I track Santa online?

Yes! Check out the NORAD Tracks Santa website at www.noradsanta.org! You can also track Santa on Cesium (3D) and Bing Maps (2D), OnStar, Facebook, Google+, Twitter and on our official mobile apps. The apps are available for iPhones, Android phones, Windows Phones, and Windows 8 tablets. All apps are free!

(Other Questions: See Questions/Answers section)

Thanks for calling! All of us here at NORAD wish you Happy Holidays!

End of Call

Note: Don’t forget to ask the person where they’re contacting you from.

1

**KEY MESSAGES**

Our ultimate goal is to provide good will and cheer during the holiday season. Outreach should focus on NORAD’s role in helping Santa have a safe journey.

 NORAD conducts a special mission on Dec. 24 – tracking Santa across the globe. We strive to ensure Santa experiences safe travels during his yuletide journey.

 With our trusted partners, NORAD defends North America by: outpacing all threats, maintaining faith with our people, and supporting all during times of greatest need. WE HAVE THE WATCH, Santa!

**DISCUSSION STARTERS**

 NORAD has confirmed the vehicle being pulled by all nine reindeer is in fact Santa’s sleigh. The sleigh is extremely full!

 NORAD’s radars have a firm lock on the glowing object moving quickly across the skies and can confirm that it is Ruldolph’s bright red nose.

 Santa looks pretty chubby in his sleigh. He must really enjoy his snacks! Did you leave a snack for Santa? Do you know what reindeer eat? I heard they love carrots!

 We see plenty of toys and gifts in his sleigh! Were you good this year?

 Santa must be a great pilot! He has flown for centuries and, as far as we know, he has never run into anything.

 NORAD has special Santa Cams that are used only once a year during the holidays. These Santa Cams take videos of Santa as he flies around the world! If you want to see them, go to the web site, www.noradsanta.org and look at the map to see where he’s been spotted so far.

 Important notice to all kids around the world: After more than 50 years of tracking Santa, we do know that Santa only comes to homes where children are asleep. Maybe it is time to go to bed! NORAD will keep tracking Santa until he finishes his trip.

2

**NORAD TRACKS SANTA HISTORY**

On Dec. 24, 1955, a call was made to the Continental Air Defense Command (CONAD) Operations Center in Colorado Springs, Colo. However, this call was not from the President or a general, it was from a young child in Colorado Springs who was following the directions from a department store advertisement printed in the local newspaper – the youngster wanted to know the whereabouts of Santa Claus.

The ad said “Hey, Kiddies! Call me direct and be sure and dial the correct number.” However, the number was printed incorrectly in the advertisement and rang into the CONAD operations center.

On duty that night was Col. Harry Shoup, who has come to be known as the “Santa Colonel.” Col. Shoup received numerous calls that night, and rather than hanging up, he had his operators find the location of Santa Claus and reported it to every child who called in that night.

Thus began a tradition that rolled over to the North American Aerospace Defense Command (NORAD) when it was formed in 1958. Today, through satellite systems, high-powered radars and jet fighters - Canadians and Americans join communities worldwide to track Santa Claus as he makes his Yuletide journey around the world.

Thousands of volunteers man telephone hotlines and computers to answer calls and e- mails from children (and adults) from around the world every December 24th. Live updates are provided via the NORAD Tracks Santa Website (in eight languages), over telephone lines, and via e-mail to keep curious children and their families informed about where Santa really is and if it’s time to get to bed. Updates are also provided via social media on sites such as Facebook and Twitter.

In December 2011, the NORAD Tracks Santa Web Site clocked 16.8 million unique visitors (another term for unique computers) from hundreds of countries and territories around the world. Volunteers answered more than 102,000 phone calls and more than 7,000 e-mails from children around the globe. More than 1 million people tracked Santa via mobile app. Santa trackers answered questions and conversed with more than a million fans of NORAD Tracks Santa on Facebook and Twitter.

NORAD Tracks Santa has become a truly magical and global phenomenon, delighting generations of families everywhere.

3

**HOW DOES NORAD TRACK SANTA?**

Radar

It all starts with the NORAD radar system called the North Warning System. This powerful radar system has 47 installations strung across Canada's North and Alaska. NORAD makes a point of checking the radar closely for indications of Santa Claus leaving the North Pole every Christmas Eve. The moment our radar tells us that Santa has lifted off, we begin to use the same satellites that we use in providing warning of possible missile launches aimed at North America.

Satellites

These satellites are located in a geo-synchronous orbit (that’s a cool phrase meaning that the satellite is always fixed over the same spot on the Earth) at 22,300 miles above the Earth. The satellites have infrared sensors, meaning they can see heat. When a rocket or missile is launched, a tremendous amount of heat is produced - enough for the satellites to see them. Rudolph's nose gives off an infrared signature similar to a missile launch. The satellites detect Rudolph's bright red nose with no problem.

SantaCams

The third system we use is the Santa Cam. We began using them in 1997 - the year we put our Santa tracking program on the Internet. NORAD Santa Cams are ultra-cool, high-tech, high-speed digital cameras that are pre-positioned at many places around the world. NORAD only uses these cameras once a year – December 24. We turn the cameras on about one hour before Santa enters a country then switch them off after we capture images of him and the Reindeer. We immediately download the images onto our website for people around the world to see. Santa Cams produce both video and still images.

Jet Fighters

The last system we use is the NORAD jet fighter. Canadian NORAD fighter pilots, flying the CF-18, take off out of Bagotville, Quebec and welcome Santa to North America. Then, at numerous locations in Canada, other CF-18 fighter pilots escort Santa. While in the United States, American NORAD fighter pilots in either the F-15s, F16s or F-22s get the thrill of flying with Santa and the famous Reindeer - Dasher, Dancer, Prancer, Vixen, Comet, Cupid, Donner, Blitzen and Rudolph. Even though Santa flies faster than any jet fighter (Santa actually slows down for us to escort him), all of these systems together provide NORAD with a very good, continuous picture of his whereabouts.

4

**COMMON QUESTIONS AND ANSWERS **

Please use the Q’s/A’s below to address any questions you may receive. If you are ever in doubt about an answer, request help from a Public Affairs Officer on duty.

**NEW for 2012** Q: Why is does your map show Santa in a different location than he is on Google Earth? A: Santa moves quickly, and we’re confident that our data showing Santa’s location is correct. Through more than 50 years of Santa tracking, we’ve developed the military technology and expertise to pinpoint Santa’s exact location.

Note: NORAD is using Bing maps and Cesium technology to track Santa in 2D and 3D. Refer users to www.noradsanta.org to view the map of Santa’s journey.

Q.1 How long has NORAD been tracking Santa? A.1 NORAD’s predecessor, the Continental Air Defense Command (CONAD), began tracking Santa in 1955. NORAD replaced CONAD in 1958 and took over the mission of tracking Santa’s flight around the world every year! This is our 57th year of tracking Santa!

Q.2 Why does NORAD track Santa? A.2 Twenty four hours a day, 365 days a year, NORAD tracks airplanes, missiles, space launches and anything else that flies in or around the North American continent, among other very important missions. While the tradition of tracking Santa began purely by accident, NORAD continues to track Santa. We’re the only organization that has the technology, the qualifications, and the people to do it. And we love it! NORAD is honored to be Santa’s official tracker!

Q.3 When will Santa arrive at my house? A.3 NORAD tracks Santa, but only Santa knows his route, which means we cannot predict where and when he will arrive at your house. We do, however, know from history, that Santa arrives only when children are asleep! In most countries, it seems Santa visits homes between 9:00 p.m. and midnight on December 24th. If children are still awake when Santa arrives, he moves on to other houses. He returns later…but only when the children are asleep!

Q.4 What route does Santa travel? A.4 Santa usually starts at the International Date Line in the Pacific Ocean and travels west. So, historically, Santa visits the South Pacific first, then New Zealand and Australia. After that, he shoots up to Japan, over to Asia, across to Africa, then onto Western Europe, Canada, the United States, Mexico and Central and South America. But keep in mind, Santa’s route can be affected by weather, so it’s really unpredictable. NORAD coordinates with Santa’s Elf launch staff to confirm his launch time, but from that point on, Santa calls the shots. We just track him!

Q.5 Does Santa visit everyone (i.e. Afghanistan, Israel, non-Christian countries)? A.5 Indeed! Santa visits all homes where there are children who believe in him.

Q.6 How can Santa travel the world within 24 hours? A.6 NORAD intelligence reports indicate that Santa does not experience time the way we do. His trip seems to take 24 hours to us, but to Santa it might last days, weeks or even months. Santa would not want to rush the important job of delivering presents to children and spreading joy to everyone, so the only logical conclusion is that Santa somehow functions within his own time-space continuum.

Q.7 Is there a Santa Claus? A.7 Mountains of historical data and more than 50 years of NORAD tracking information lead us to believe that Santa Claus is alive and well in the hearts of people throughout the world.

Q.8 How old is Santa? A.8 It’s hard to know for sure, but NORAD intelligence indicates Santa is AT LEAST 16 centuries old.

Q.9 What does Santa look like? A.9 Based on flight profile data gathered from over 50 years of NORAD's radar and satellite tracking, NORAD concludes that Santa probably stands about 5 feet 7 inches tall and weighs approximately 260 pounds (before cookies). Based on fighter-aircraft photos, we know he has a generous girth (belly), rosy cheeks from sleigh riding in cold weather, and a flowing white beard.

Q.10 How does Santa get down chimneys? A.10 Although NORAD has different hypotheses and theories as to how Santa actually gets down the chimneys, we don’t have definitive information to explain the magical phenomenon.

Q.11 Do your planes ever intercept Santa? A.11 Over the past 50 years, our fighter jets (F-16s, F-15s, F-22s and CF-18s) have intercepted Santa many, many times. When the jets intercept Santa, they tip their wings to say, “Hello Santa! – NORAD is tracking you again this year!” Santa always waves. He loves to see the pilots!

Q.12 Does NORAD have any pictures of Santa taken from your planes? A.12 Our fighter pilots love to take photos of Santa. We also have NORAD Santa cams in space which take video of Santa as he flies round the world. These videos appear almost every hour on December 24th at www.noradsanta.org.

Q.13 Does NORAD have any statistics on Santa’s sleigh? A.13 NORAD can confirm that Santa’s sleigh is a versatile, all weather, multi-purpose, vertical short-take-off and landing vehicle. It is capable of traveling vast distances without refueling and is deployed, as far as we know, only on December 24th (and sometimes briefly for a test flight about a month before Christmas).

Sleigh Technical Data

Designer & Builder K. Kringle & Elves, Inc. Probable First Flight Dec. 24, 343 A.D. Home Base North Pole Length 75 cc (candy canes) / 150 lp (lollipops) Width 40 cc / 80 lp Height 55 cc / 110 lp Note: Length, width and height are without reindeer Weight at takeoff 75,000 gd (gumdrops) Passenger weight at takeoff Santa Claus 260 pounds Weight of gifts at takeoff 60,000 tons Weight at landing 80,000 gd (ice & snow accumulation) Passenger weight at landing 1,260 pounds Propulsion Nine (9) rp (reindeer power) Armament Antlers (purely defensive) Fuel Hay, oats and carrots (for reindeer) Emissions Classified Climbing speed One “T” (Twinkle of an eye) Max speed Faster than starlight

Q.14 I would rather talk to someone at NORAD to find out where Santa is located. Is there a number I can call? A.14 Sure! You can call 1 (877) HI-NORAD (1 (877) 446-6723) to talk to a live operator at the NORAD Tracks Santa Operations Center who will be able to tell you Santa’s exact location – call any time throughout the day!

Q.15 Can I send an email to NORAD to find out where Santa is located? A.15 Of Course! You can send an email to [email protected]. You can also track Santa on your mobile phone by downloading the official NORAD Tracks Santa app through iTunes, Google Play, and the Windows Marketplace.

Q.16 Has Santa ever crashed into anything when he was flying around the world? A.16 Santa has been flying for centuries without hitting anything. He must be a great pilot!

Q.17 Besides tracking Santa, what does NORAD normally do? A.17 NORAD stands the watch, protecting the skies of North America 365 days a year. NORAD is a bi-national U.S./Canadian military organization responsible for aerospace warning, aerospace control, and maritime warning in the defense of North America. NORAD provides warning of impending missile and air attacks, safeguards the air sovereignty of North America, and maintains airborne forces for defense against attack. However, on December 24th each year, NORAD has one additional mission: Tracking Santa around the world! To learn more about NORAD, go to www.norad.mil or follow us on Facebook at www.facebook.com/noradnorthcom.

Q.18 How many people support this effort, and are they active duty military personnel? A.18 It is the generosity of numerous government and non-government contributors, and the hard work of the more than 1,250 Canadian and American uniformed personnel, DOD civilians and their families who volunteer their time on December 24th that make this program possible.

**2012 PROGRAM CONTRIBUTORS**

21st Space Wing Newseum 21st Communications Squadron OnStar Acuity Scheduling PCI Broadband Air Canada Portable North Pole/ Ugroup Media Alaska NORAD Region (ANR) Pueblo Riverwalk America Forces Network (AFN) RadiantBlue Technologies, Inc. Analytical Graphics, Inc. Space Foundation Avaya The Pentagon Channel Bing® tw telecom ® Canadian NORAD Region (CANR) U.S. Air Force Academy Band The Citadel Mall U.S. Air Force Band of Liberty Chamber of Commerce U.S. Air Force Band of the Golden Colorado Springs School District 11 West Continental NORAD Region (CONR) U.S. Air Force Band of the West CradlePoint U.S. Air Force Band Defense Video & Imagery Distributions U.S. Air Force Heartland of America Systems (DVIDS) Band Federal Aviation Administration U.S. Army Ground Forces Band First Choice Awards and Gifts U.S. Coast Guard Band General Electric U.S. Department of State Family Globelink Foreign Language Center Liaison Office Hewlett Packard (HP) U.S. Merchant Marine Academy iLink-Systems U.S. Band of MidAmerica Kids.gov Watchstander Association Marine Toys for Tots Foundation Verizon Meshbox Visionbox Microsoft® West Point Band Naden Band of Maritime Forces Pacific Windows Azure National Tree Lighting Ceremony BeMerry! Santa Naturally Santa’s Inc. SriiusXM®

West Point BandRY TRACKER SH8

**COUNTRY TRACKER** Don’t forget to ask the person on the other end of the phone or computer where they’re contacting you from. Once you find out, place a tally mark next to the appropriate country or state to keep track of where calls or emails have been taken from this particular spot. Sao Tome Oman AFRICA and Principe Pakistan Algeria Senegal Philippines Angola Seychelles Qatar Benin Sierra Leone Russian Botswana Somalia Federation Burkina South Africa Saudi Arabia Burundi Sudan Singapore Cameroon Swaziland Sri Lanka Cape Verde Tanzania Syria Central African Togo Tajikistan Republic Tunisia Thailand Chad Uganda Turkey Comoros Zambia Turkmenistan Congo Zimbabwe United Arab Congo Emirates (Dem. Rep.) ASIA Uzbekistan Djibouti Afghanistan Vietnam Egypt Bahrain Yemen Equatorial Guinea Bangladesh Eritrea Bhutan EUROPE Ethiopia Brunei Albania Gabon Burma (Myanmar) Andorra Gambia Cambodia Armenia Ghana China Austria Guinea East Timor Azerbaijan Guinea-Bissau India Belarus Ivory Coast Indonesia Belgium Kenya Iran Bosnia Lesotho Iraq and Herzegovina Liberia Israel Bulgaria Libya Japan Croatia Madagascar Jordan Cyprus Malawi Kazakhstan Czech Republic Mali Korea (north) Denmark Mauritania Korea (south) Estonia Mauritius Kuwait Finland Morocco Kyrgyzstan France Mozambique Laos Georgia Namibia Lebanon Germany Niger Malaysia Greece Nigeria Maldives Hungary Rwanda Mongolia Iceland Nepal Ireland

Italy United States - Utah Latvia - Alabama - Vermont Liechtenstein - Alaska - Virginia Lithuania - American Samoa - Virgin Islands Luxembourg - Arizona - Washington Macedonia - Arkansas - West Virginia Malta - California - Wisconsin Moldova - Colorado - Wyoming Monaco - Connecticut Montenegro - Delaware OCEANIA Netherlands - District of Columbia Australia Norway - Florida Fiji Poland - Georgia Kiribati Portugal - Guam Marshall Islands Romania - Hawaii Micronesia San Marino - Idaho Nauru Serbia - Illinois New Zealand Slovakia - Indiana Palau Slovenia - Iowa Papua New Guinea Spain - Kansas Samoa Sweden - Kentucky Solomon Islands Switzerland - Louisiana Tonga Ukraine - Maine Tuvalu United Kingdom - Maryland Vanuatu Vatican City - Massachusetts - Michigan AMERICAS - Minnesota Antigua and Barbuda - Mississippi Bahamas - Missouri Barbados - Montana Belize - Nebraska Canada - Nevada Costa Rica - New Hampshire Cuba - New Jersey Dominica - New Mexico Dominican Rep. - New York El Salvador - North Carolina Grenada - North Dakota Guatemala - Northern Marianas Haiti Islands Honduras - Ohio Jamaica - Oklahoma Mexico - Oregon Nicaragua - Pennsylvania Panama - Puerto Rico St. Kitts & Nevis - Rhode Island St. Lucia - South Carolina St. Vincent & - South Dakota the Grenadines - Tennessee Trinidad & Tobago - Texas