PowerPoint Presentation

CANCELLATION MANAGEMENT: Facing the Ultimate Crisis

PRESENTED BYSean Ryan, Race DirectorCellcom Green Bay Marathon

ASSISTED BYJohn Mory, Course DirectorToni Jaeckels, Registration Direction

THE NIGHTMARE IS ALWAYS THE SAMEMay 20, 2012 at 7:00 am

PROJECT ManagementMay 20, 2012 at 9:25 am

CRISIS ManagementMay 20, 2012 after NoonPUBLIC RELATIONS Management

A CHANGING INDUSTRY

Marathon RunningGoes Mainstream6SOURCE: Running USAs Annual Marathon Report (2012)U.S. MARATHON & HALF MARATHON FINISHERS7SOURCE: Running USAs Annual Marathon Report (2012)U.S. MARATHON & HALF MARATHON FINISHERS8THE WALLS OF INTIMIDATION HAVE CRUMBLED!

A SLOWING AUDIENCESOURCE: Running USAs Annual Marathon Report (2012)AVERAGE MARATHON FINISH TIMES (HRS:MINS)THE DOWNSIDEWhat do you call an audience that israpidly growingless experiencedless physically resilientmore pamperedentertainment-focusedbucket list-motivated

A House of Cards?MARATHON CANCELLATIONSHAVE BECOME MORE COMMON

2007 CHICAGO MARATHONTemperatures reached 88 degrees.Race was partially shut down after three and a half hours.10,934 people did not finish (many were called after the course closed early for safety).400 runners sought medical attention, over 30 were hospitalized, and one runner died. 12ABOUT THE EVENT WE DIRECT

CELLCOM GREEN BAY MARATHONOVERVIEWFounded in 2000Non-profit controlled by 15-member boardLed by 4-person staff, 50-person Operations CommitteePARTICIPANTS(10,000+)MARATHON STAFF(4)OPERATIONS COMMITTEE(50-60)VOLUNTEERS(2,000+)CELLCOM GREEN BAY MARATHONORGANIZATIONAL STRUCTURECELLCOM GREEN BAY MARATHONOVERVIEWFounded in 2000Non-profit controlled by 15-member boardLed by 4-person staff, 50-person Operations CommitteeTakes place mid-May each yearFive different races over two daysHas tripled in size in past 10 years

CELLCOM GREEN BAY MARATHONOVERVIEWFounded in 2000Non-profit controlled by 15-member boardLed by 4-person staff, 50-person Operations CommitteeTakes place mid-May each yearFive different races over two daysHas tripled in size in past 10 years$1 million budget; proceeds go to charity partners.WHAT ARE OURCONTINGENCYPLANS?HOW WE VIEW CONTINGENCY PLANNING

CONTINGENCYPLANNINGAddressing allforeseeable problems OUTSIDE OF your controlin advance

EVENTPLANNINGAddressing allforeseeable problems WITHIN your controlin advanceCRISISMANAGEMENTDealing witha significant problemwhich threatens the organizationwhen it occursCELLCOM GREEN BAY MARATHONCONTINGENCY PLANNINGJoint effort of staff and Public Safety Committee

RACE DIRECTORCOURSE DIRECTORCHAIRPOLICE/SHERIFFS DEPARTMENTSMEDICAL COORDINATOR & DIRECTORTRAFFIC ENGINEERS /PUBLIC WORKS DEPARTMENT REPSFIRE & EMS DEPARTMENTSCELLCOM GREEN BAY MARATHONPUBLIC SAFETY COMMITTEETypically addresses weather-related contingencies:Lightning and stormsHeat and humidityCELLCOM GREEN BAY MARATHONCONTINGENCY PLANNING

No industry standards exist.CELLCOM GREEN BAY MARATHONCONTINGENCY PLANNING

Communicationupward and downwardisa major focus of the planning.CELLCOM GREEN BAY MARATHONCONTINGENCY PLANNING

IF HEAT IS FORECASTED:MoreFluids and cupsIceImmersion tanksWheelchairsRunner advisoriesCELLCOM GREEN BAY MARATHONCONTINGENCY PLANNING

IF HEAT IS FORECASTED:MoreFluids and cupsIceImmersion tanksWheelchairsRunner advisoriesPublic appeal for sprinklersCELLCOM GREEN BAY MARATHONCONTINGENCY PLANNING

RACE MORNING PROTOCOL:Meeting at 6:00 am (one hour prior to start)Key personnelMedical Director has final say on Go or No GoDecision based on Wet Bulb Globe TempCELLCOM GREEN BAY MARATHONCONTINGENCY PLANNINGWHAT FORCED THE HALTINGOF THE RACE?The best laid plansof mice and menoften go awry. - Robert BurnsWHAT WE COULD CONTROLOpportunities for fluidsQuantity of fluids Additional supplies ice, sprinklersNumber of medical stations on the courseWHAT WE COULD NOT CONTROLWeatherConditioning and pace of the participantsHydration of the participantsMedical preparednessCRISIS TIMELINE6:00 amRace Director meets with Medical Team (60F)7:00 amRace starts (70F)8:12 amFirst report of runner down (80F)Next 45 minutesTen runners go down on the course9:06 amEMS Director declares 3 alarm fire statusAmbulances called in from 7 municipalities9:25 amMedical Director shuts down course9:35 amTiming of races ceases (85F)MEDICAL STATSFINISH LINE MEDICAL TENT120Runners treated 80Heat illness 5Transported via ambulance to hospitals

COURSE 47Runners treated 18Transported via ambulance

LESSONS LEARNEDLESSON #1: Protocols often are not as simple as they may seem.FROM THE OPERATIONS MANUALThe Cellcom Green Bay Marathonwill be cancelled if theWet Bulb Globe Temperature (WBGT)exceeds 20.5 degrees Celcius.

LESSON #2: Dont assume key partners are fully prepared.

LESSON #3: You cant stop a train.WORDS INMOST RUNNERS VOCABULARYDriveGritDeterminationPersevere

WORDS NOT INMOST RUNNERS VOCABULARYSurrenderBack downGive inSTOP

2012 START & FINISH STATS

2012 START & FINISH STATS

2012 START & FINISH STATS

2012 START & FINISH STATS

So whybother stoppingthe event?...LESSON #4: If they lack a script, your front line will make stuff up.

LESSON #5: Your audience may form conflicting constituencies.

From: Sent: Monday, May 21, 2012 10:03 AMTo: info@cellcomgreenbaymarathon.comSubject: Re: Letter to Participants

I cant believe you stopped the race just because it was hot and some runners didnt belong out there. I was fine! Everybody signed waivers. Theres no reason you couldnt have kept things going.From: Sent: Monday, May 21, 2012 11:31 AMTo: info@cellcomgreenbaymarathon.comSubject: Re: Letter to Participants

I applaud your decision and was relieved to take a shuttle off the course. I am bothered though that you kept the intersections staffed and the water stations functioning for those who ignored the cancellation!LESSON #6: Solving one problem can often create another.

LESSON #7: Doing the right thing may make you unpopular.

From: Sent: Monday, May 21, 2012To: info@cellcomgreenbaymarathonSubject:Re: Letter to Participants

WHY WONT YOU POST MY RESULTS? I KNOW YOU HAVE THEM BECAUSE MY SPOUSE GOT THEM ON MY SMARTPHONE!LESSON #8: If you cant be popular, at least try to be fair and consistent.

LESSON #9: Communicate, communicate, communicate!

IMMEDIATEEMAIL NEWSLETTER

MONITOR FACEBOOK

ACCEPT ALL RADIO AND TELEVISION INVITESFrom: info@cellcomgreeSent: Monday, May 21, To:Subject:Re: Letter to

Although we understand your frustration with the decision to cancel the race yesterday, its important to point out that we made this decision based on the well-being of the entireRESPOND TO EVERY PARTICIPANT EMAILLESSON #10: Form a crisis management and response team, and remember to GET SOME SLEEP!

LESSON #11: SAFETY TRUMPS SATISFACTION!

Dear Runners,Thank you for the numerous letters complaining about our decision to halt this years race.The fact that youre all still alive to send them confirms that we made the right decision!Sincerely,The Race StaffTHE LETTER WED LIKE TO SENDLESSON #12: MAINTAIN A SENSE OF HUMOR.

LESSON #13: ESTABLISH YOUR REFUNDPOLICY PRIOR TO HAVING A CANCELLATION.

QUESTION&ANSWER