Crisis Communication Plan Response to Chemical Spill in Disney Parks Prepared by: Laura-Kaitlyn Boatright April 9th, 2014 Plan Test Date: September 1st, 2014 Response to a Chemical Spill in Disney Parks 2 Table of Contents A Message from our CEO ................................................................ 3 Acknowledgement ............................................................................ 4 Purpose & Objectives ...................................................................... 5 Internal Key Publics ..................................................................... 6-7 External Key Publics .................................................................... 8-9 Crisis Communications Team ..................................................... 10 Media Spokesperson ...................................................................... 11 Media Spokesperson - Trick Questions ..................................... 12 Experts .............................................................................................. 13 Emergency Personnel ................................................................... 14 Crisis Control Room - Equipment & Supplies ......................... 15 Crisis Control Room - Room Set Up ........................................... 16 Key Messages ................................................................................... 17 Dissemination of Key Messages .................................................. 18 Pre - Information ............................................................................ 19 Pre - Information - News Release ............................................... 20 Evaluation .................................................................................. 21-22 Closing Statement .......................................................................... 23 Response to a Chemical Spill in Disney Parks 3 A Message from our CEO The Walt Disney Company, founded in October of 1923, has been preeminent in the field of family entertainment. From humble beginnings as a cartoon studio to a global corporation, the Walt Disney Company continues to proudly provide quality entertainment for every member of the family, across America and around the world. Despite our commitment to a chemical-free environment, we could experience a chemical spill. We have seen this happen to other companies and we want to be prepared for this potential crisis situation. In the event of a chemical spill, the public perception of our company could become negative. We could have the potential of losing the trust and loyalty of our valued customers, which could cause decreases in sales, revenues, and investors. This would impact every area of our company significantly. We want to demonstrate that we are committed to integrity and transparency to gain our customers’ trust. This Crisis Communication Plan provides detailed instructions for you if you are faced with a crisis situation, specifically a chemical spill. In these situations, it is critical that the Disney Parks family work together to preserve our reputation and provide transparent communication. I ask that each of you become familiar with the Crisis Communication Plan and understand how to take action in a crisis situation. Thank you for upholding our values and making the Walt Disney Company one of the most respected and trustworthy companies in the world. Bob Iger Robert A. Iger Chairman & CEO Response to a Chemical Spill in Disney Parks 4 Acknowledgement By signing this statement, I verify that I have read this plan and I am prepared to put it into effect in the event it is needed. Chairman & CEO _________________________ ____________ Signature Date Executive VP & CFO _________________________ ____________ Signature Date President, Consumer Products _________________________ ____________ Signature Date Public Relations Director _________________________ ____________ Signature Date Chairman, Parks & Resorts _________________________ ____________ Signature Date Co-Chairman, Disney _________________________ ____________ Media Networks Group Signature Date Chief Human Resource Officer _________________________ ____________ Signature Date Executive VP & Chief _________________________ ____________ Communications Officer Signature Date Executive VP, Corporate _________________________ ____________ Strategy & Business Signature Date Development President, Global Security _________________________ ____________ Signature Date Response to a Chemical Spill in Disney Parks 5 Purpose & Objectives Purpose In the event of a chemical spill, Walt Disney Company and Disney Parks must react immediately with an open and honest transfer of information. It is crucial that we take action to inform our customers, stakeholders, and the media as soon as possible, as well as evacuate the area where the crisis has occurred. We will ensure our consumers that we are staunchly committed to keeping the public safe and the environment clean while upholding integrity by being completely transparent in our handling of the matter. We hope that our transparency will maintain faith in our company and its products, as well as prevent reports of misinformation. This plan will provide a clear direction, limit confusion, and deliver a quick route to a return to normality. Objectives Initiate the Crisis Communication Plan within two hours Assemble the Crisis Communication Team within three hours Inform all board members, president’s council members, shareholders, and other key publics Deliver a press release on our commitment to our consumers’ safety Provide the media with our sustainability process model and goals, sustainability report, mission statement, and core values Ensure media contact is conducted by designated media spokesperson and CEO only Address questions/needs of the public by phone, email, social media outlets, and publish updates on thewaltdisneycompany.com Maintain composure throughout the entire crisis Evaluate the Crisis Communication Plan and situation within one week – focus on areas that need improvement and things that worked well Return to normalcy as soon as possible Response to a Chemical Spill in Disney Parks 6 Internal Key Publics In the event of a crisis, our internal key publics will be alerted within two hours of the crisis. Our internal key publics are essential to our success and we are dedicated to providing them with the correct and timely updates during a crisis. The Board of Directors, Executive Management, and our legal representatives will be notified by phone. Staff, shareholders, and investors will be notified through email. I. Executive Management – Office of the Chairman Name Title Phone Email Robert A. Iger Chairman & CEO 515-219-0636 [email protected] Andy Bird Chairman, Walt Disney 515-238-9847 [email protected] International Bob Chapek President, Disney 515-219-2929 [email protected] Consumer Products Ronald L. Iden President, Global Security 515-220-5412 [email protected] Kevin Mayer Executive VP, Corporate 515-219-4420 [email protected] Strategy & Business Development Christine Executive VP, Corporate 515-220-9186 [email protected] McCarthy Real Estate, Alliances, & Treasurer Zenia Mucha Executive VP & Chief 515-220-4449 [email protected] Communications Officer John Skipper Co-Chairman, Disney 515-219-0074 [email protected] Media Networks Group Thomas Staggs Chairman, Walt Disney 515-238-4348 [email protected] Parks & Resorts Anne Sweeney Co-Chairman, Disney 515-238-2216 [email protected] Media Networks Jayne Parker Executive VP and Chief 515-220-6475 [email protected] Human Resources Officer Jay Rasulo Senior Executive VP & 515-219-1143 [email protected] Chief Financial Officer Response to a Chemical Spill in Disney Parks 7 II. Executive Management – President’s Council III. Board of Directors Name Title Phone Email Susan Arnold Director (since 2007) 515-219-1010 [email protected] John S. Chen Director (since 2004) 515-219-8876 [email protected] Jack Dorsey Director (since 2013) 515-219-9119 [email protected] Robert A. Iger Chairman & CEO 515-219-0636 [email protected] Fred H. Director (since 2005) 515-219-2250 [email protected] Langhammer Aylwin B. Lewis Director (since 2004) 515-219-2128 [email protected] Monica Lozano Director (since 2000) 515-219-6640 [email protected] Robert Matschullat Director (since 2002) 515-219-4432 [email protected] Sheryl Sandberg Director (since 2010) 515-219-1994 [email protected] Orin C. Smith Director (since 2006) 515-219-2012 [email protected] IV. Legal Representatives Name Phone Email Ernie Sellers 334-298-1667 [email protected] James Janousek 334-298-2001 [email protected] V. Staff VI. Shareholders VII. Investors Response to a Chemical Spill in Disney Parks 8 External Key Publics Upon notifying all internal publics, we will follow by notifying external publics within five hours of the crisis occurring. We will do our best to keep this group updated during the crisis. The media will be contacted by phone, the consumers by email and social media, and the industry members will receive an email. We must remain completely honest with the public. Our messages sent through the media will be a determining factor as to whether or not this crisis communication plan is a success. We want to tell the media the truth, but not give them information that could lead them to other questions or sources. Our customers will be looking to both us, and the media for information. A designated person will remain in constant contact with the