1. Crisis Management NASHVILLE, TN MUSIC CITY Day 3 Friday, 3:00pm December 9, 2011 Meeting with NCVB Board Members

2. Crisis “The Nashville Nemesis”  Over the past week, six people were shot at three different locations around Nashville.  The shootings were on December 1 st, 4 th, and 7 th.  Five of the six victims have died.  The locations of these shootings are not confined to one part of Nashville.  The police know that there is someone targeting – what appears to be – random people around the city.  The city is now in full panic-mode…realizing they have a serial killer on the loose.  The local media has dubbed this killer “The Nashville Nemesis.”  The story breaks at 10pm on local news.

3. The Issue How this crisis applies to us, the Nashville Convention and Visitors’ Bureau:  Tourists in Nashville may be scared and wish to immediately leave the city.  Tourists booked to visit Nashville in the next few weeks may wish to cancel their visit.  Potential tourists hearing about the “Nashville Nemesis” are possibly forming a negative impression of Nashville city and will not wish to visit.  This situation could spell disaster for businesses in Nashville’s hospitality industry.

4. Break-down of Responsibility  Our (the NCVB) responsibility is to communicate with and assist visitors, both current and future.  The businesses/church where the shootings occurred are taking responsibility for the care of the surviving victim and the victims’ families.  The police and mayor’s office are jointly responsible for communicating with the citizens of Nashville.  The police are responsible for the safety of those in Nashville and for bringing the killer to justice.

5. Position and Mission We will:  Provide up-to-date information resources to all current, future, and potential Nashville visitors by:  Providing easy access to updates and direction to further information from police, the mayor’s office, and local businesses.  Provide reassurance and assistance to Nashville visitors.  Communicate and work with member businesses of the NCVB. Key Message: We care about our visitors, and we will assist them in any way possible.

6. Spokesperson  Nashville’s mayor, Karl F. Dean, is the official spokesperson for Nashville City.  Mayor since 2007.  Successfully led the city through “a 1,000 year flood” in May 2010. Mayor Karl Dean Police Chief Steve Anderson  All new information and official communications will be issued by either Mayor Dean or the chief of police, Steve Anderson.

7. The Plan  This plan is designed for the current situation of the perpetrator still being on the loose.  If the perpetrator strikes again or is apprehended, our plan will change accordingly.  Our mission remains the same regardless of the “what-if” scenarios.

8. Wednesday: Day 1 10:00pm: Local media broadcasts story of the “Nashville Nemesis”.  We realize that Nashville tourism has a problem.  Immediately contact police to be given as much information as is available.  Bring in extra security for the Convention and Visitors’ Bureau and both Visitor Centers.  Contact all members of our crisis management team (PR, tech, call center managers).

9. Wednesday: Day 1  Open call center and extend NCVB call center hours to 24/7 and post this along with phone number in prominent location on home page of our website.  Give notice to all Nashville hotels that the NCVB is available to help make arrangements for any guests who wish to leave Nashville early.  Notice also posted on our website.  Send out email to all Nashville NCVB staff that a mandatory meeting will be held at 8am Thursday morning.

10. Thursday: Day 2 6:00am: Meet again with crisis management team. 6:10am: News of the “Nashville Nemesis” breaks on the national morning news shows. 6:15am: Contact marketing staff located in Chicago, Atlanta, and Washington, D.C. offices and fill them in on the situation via email.

11. Thursday: Day 2 7:00am: Complete installation of links on our website to official press releases and information from the mayor’s office and police department.  Will be continually updated until either the killer is caught or the police cease releasing information. 8:00am: Meet with local NCVB staff at 5 th and Broadway Visitor Center. 11:00am: Meet with representatives of NCVB member businesses.  Continue to be in contact with the police and the mayor’s office.  Monitor media coverage of the “Nashville Nemesis”.

12. Friday: Day 3 9:00am: Contact mayor regarding video with message for visitors to post on website. 12:00pm (noon): Update website with the police alert of suspect description along with details on how to be alert and safe in Nashville. 3:00pm: Hold this meeting with the NCVB board members.

13.  Monitor and evaluate impact on hospitality industry businesses.  Possible hotel cancellations or early departures and the number of visitors to restaurants, museums, and other tourist attractions.  Continue to monitor media.  Continue to communicate with police and mayor’s office.  Periodically check that updates are properly appearing and that links are working on our website.  Check in with Chicago, Atlantic, and D.C. offices. Friday: Day 3

14. Saturday: Day 4 10:00am: Film video with mayor’s message to tourists; post online as soon as it is edited.  Work with Chamber of Commerce to establish a fund for victims’ families.  Communicate with those responsible for assisting the victims’ families – offer any necessary support.  Continue evaluation of impact on hospitality industry.  Continue monitoring media coverage.

15. Sunday: Day 5 Morning: Contact singer-celebrities from the Nashville area (start with Keith Urban, Alan Jackson, Brad Paisley) to create video for website. 2:00pm: Launch the online fund to accept donations for victims’ families.

16. Monday: Day 6  Work with the singer-celebrities available to create video that sends a positive, reassuring message to visitors.  Depending on their schedules, film video and add to website today or Tuesday.  Continue communication with mayor’s office and police.  Continue to monitor media and evaluate hospitality industry businesses.

17. Tuesday: Day 7  Try to have singer-celebrity video posted on website by today; be flexible based on their schedules.  Analyze call-log of calls regarding the “Nashville Nemesis” and evaluate if the 24/7 phone line is still necessary; if it is, evaluate on a weekly basis.  Evaluate how we at the NCVB are handling the crisis.  Continue to work with NCVB member businesses to evaluate how this crisis is affecting the hospitality industry in Nashville.  Continue to monitor media coverage.  Continue to communicate with mayor’s office and police department.

18. Continuing Goals  Keep in contact with mayor and police.  Continue to update information and links on website and respond to any calls.  Assist visitors in any way possible; encourage those who cancel to rebook.  Work with member businesses to offer incentives to rebook.  Reiterate our motto that “Music calls us home” and our promise of high-quality music entertainment.  Our response is to continue to do what we love and offer our music to the world. We do not know how long this crisis will continue. Our continued goals are as follows:

19. “This will be our reply to violence: To make music more intensely, more beautifully, more devotedly than ever before.” - Leonard Bernstein Music Calls Us Home