Session Number OpsTech Session 1 SESSION TITLE Airport Emergency Planning in the Social Media Age Moderator: Speakers: Moderator Speaker 1 Speaker 2 Speaker 3 Speaker 4 Chris Oswald Rose Agnew Tim O’Krongley Justin Meyer Title Title Title Title Title Senior VP, Safety & Principal Aviation Planning Deputy Director of Organization Organization Organization Organization Organization Regulatory Affairs Aviation Innovation LLC Director Aviation-Marketing & Air ACI-NA Garver LLC Service Development Kansas City Aviation Department
Emergencies, Disruptions, Irregular Operations: Disruptions – Intensity – Flexibility – Resiliency They’re Facts of Life in the Airport World 2
Social Media During Emergencies: Both Challenging... 3
…and Beneficial 4
Disruptions – Intensity – Flexibility – Resiliency Today’s Session—Building Bridges The Operations/Emergency Planning Perspective—Tim O’Krongley The Communications/Social Media Perspective—Justin Meyer Your Perspectives: A “Live Wire” Interactive Exercise— Rose Agnew ACRP Report 04-23, Social Media Guidebook for Emergency Management —Rose Agnew 5
An Operations/Emergency Planning Scenario Presented By: Tim O’Krongley Aviation Planning Director Garver LLC September 14, 2019 6 6
Setting the Stage Let’s Set the Stage • The Airport has two Air Carrier runways, one GA runway • One of the Air Carrier runways was closed for major repairs Incident (Saturday Morning) • A Hawker Beech 400A was departing on the active air carrier runway • Aborts takeoff due to due to problem with main gear • A fire starts on the main gears – both main hubs become fused, and tires are destroyed • Aircraft comes to rest in middle of runway, in front of Terminal (in full view of passengers) • Aircraft’s passengers and crew escape and are standing 100’ from aircraft #AIRPORTS19 7
Incident Progression Normal Incident response • ARFF, OPS and Police Arrive • Fire is extinguished • Aircraft’s passengers and crew are put in OPS vehicles • Runway is closed, FAA notified, EOC activated, aircraft removal prep begins New Injects to Response • Passengers in Terminal begin posting video and misinformation on Social Media (within minutes of incident) • Elected Officials began to respond on Social Media and misinformation • News reports cited Social Media – both passengers and the Airport PIO #AIRPORTS19 8
Incident Background Could not open second Air Carrier runway A/C weighed 16,500 lbs. and was fully fueled FAA would not release the plane until they arrived How to move the plane • The main tires destroyed, and the hubs were fused • Nose tire was flat/torn – could not “force tow” the A/C • Crane - timeline Air Carriers flights are delayed and diverted • Passengers begin to critique incident response and increase misinformation reporting • IC & PIO must address misinformation: in the terminal, with Elected Officials and the Media 9
Social Media Impacts Real-Time injects Long-term response to misinformation Operational explanations of response • “Just bulldoze the aircraft off the runway” • “People are just sitting around doing nothing” • “Just land on the GA runway” • “Why was the other runway closed, just reopen it” • “Divert the Airlines to the Military Airport” • “I could have had that airplane moved in 20 min” #AIRPORTS19 10
Social Media Interaction Response Response: Created a Social Media Task Force • Comprised of Staff Volunteers • Instant “Social Media” Team to Help PIOs • Could be dispatched to provide real-time information • Monitored other sites (Airlines, City, etc.) #AIRPORTS19 11
Crisis Communications Severe WX Event – May 28, 2019 Presented by: Justin Meyer Deputy Director of Aviation – Marketing & Air Service Development Kansas City Aviation Department September 14, 2019 12 12
Crisis Communications Severe Weather Event – May 28, 2019 Timeline Takeaways • Importance of planning in advance/knowing flow of communications from Ops to Comms • Social Media saves airport operators time *if* you lead from the beginning • Two cornerstones to effective communication during a crisis − Honesty − Pictures 13
Crisis Communications Severe Weather Event – May 28, 2019 5:23am 9:23am 1:57pm 14
Crisis Communications Severe Weather Event – May 28, 2019 5:58pm KMCI 15
Crisis Communications Severe Weather Event – May 28, 2019 6:09pm 6:41pm 6:53pm 16
Crisis Communications Severe Weather Event – May 28, 2019 7:02pm Photo from Passenger 17
Crisis Communications Severe Weather Event – May 28, 2019 7:45pm 8:07pm 9:02pm 18
Crisis Communications Severe Weather Event – May 28, 2019 10:08pm 10:20pm 11:23pm 19
Crisis Communications Severe Weather Event – May 28, 2019 Linwood Kansas 20
Crisis Communications Severe Weather Event – May 28, 2019 12:15am 12:41am 21
Crisis Communications Following Day(s) 9:14am 9:32am+1 22
Crisis Communications Following Day(s) 23
Crisis Communications Following Day(s) 24
Your Perspectives: A “Live Wire” Interactive Exercise Facilitated By: Rose Agnew Principal Aviation Innovation LLC 25 25
LIVE WIRE SESSION Share insights - tips on how integrated social media was integrated into emergency management and IROPS during events Hurricane Dorian will be the event of focus Especially looking for thoughts from airports that had to react • North Carolina • South Carolina • Georgia • Florida Also like to hear from other key stakeholders in the room 26
Airports Miami Palm Beach Daytona Beach Orlando Jacksonville Savannah Charleston Myrtle Beach Wilmington
04-23 Social Media Guidebook for Emergency Management 29
GUIDEBOOK OVERVIEW 04-23 30 RESEARCH TEAM PRESENTATION
RESEARCH OVERVIEW 04-23 What We Accomplished Legend COMPLETED ADDED EFFORT CHANGED APPROACH 31
04-23 AIRPORT VALIDATION TABLE-TOP SESSION What we plan to achieve 34
ACRP 04-23 Validation – Tabletop September 26 @ MSP BRD STC EAU MCW #AIRPORTS19 35
Session Number OpsTech Session 1 SESSION TITLE Airport Emergency Planning in the Social Media Age Moderator: Speakers: Moderator Speaker 1 Speaker 2 Speaker 3 Speaker 4 Chris Oswald Rose Agnew Tim O’Krongley Justin Meyer Title Title Title Title Title Senior VP, Safety & Principal Aviation Planning Deputy Director of Organization Organization Organization Organization Organization Regulatory Affairs Aviation Innovation LLC Director Aviation-Marketing & Air ACI-NA Garver LLC Service Development Kansas City Aviation Department
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