Executive Summary

This document provides critical information necessary for effective crisis management. It outlines the Crisis Communications Team, consisting of key internal contacts. Additionally, it identifies Public Groups and Stakeholders, including external entities such as media, law enforcement, government agencies, and clients. Finally, it details a Facilities and Survival Kit plan, encompassing both facility operations and essential supplies. This document should be securely stored and easily accessible to all relevant personnel in the event of a crisis.

Crisis Communications Team

Southern Timeless Candles has designated a Crisis Response Team consisting of three individuals: Stefaun, Charles, and Tara. In the event of a crisis, Tara will serve as the primary point of contact, handling client relations, social media, news communications, and maintaining overall calm. Charles will assume responsibility for emergency response and operational contingencies.

Public Groups and Stakeholders

Effective crisis management requires timely communication with key external stakeholders. This includes Local Government agencies such as Police, Fire Departments, Hospitals, and Wildlife Resource Officers. Additionally, Other Government Agencies like Poison Control Centers and Burn Center Hotlines may be essential contacts. The Company's Stakeholders, primarily Clients, are also crucial. Other Optional Stakeholders include Newspaper Resources and National News Outlets. The information for these contacts can be seen in the tables below.

Facilities and Survival Kit

In the case of a crisis, a designated meeting location will be determined since flooding is frequently a possibility, and plans will need to be adjusted based on road conditions. The main designated location is the Fire Department in Gatlinburg. In the event of a crisis in the store, please check the Survival Kit for supplies.

Employee Media Policy

In the event of a crisis at Southern Timeless Candles, we ask that all employees refrain from speaking with the media. Should the situation come up where media is unavoidable, the employee is asked to kindly state that the media should discuss things with the proper department. This is just to protect everyone’s privacy and keep everyone from experiencing bad journalism. During a crisis, we also ask employees to refrain from mentioning the situation on any social media pages, as this is a private matter that needs full disclosure until all details are ready to be released. Employees will be trained on different scenarios of crisis situations so they know how to handle the situation and what is expected of them. Examples of scenarios that may be encountered are as listed:

• Fire- Inside & Outside of Store
• Weather- Such as floods, snow, ice, hurricane, etc
• Bears
• Medical Emergencies
• Exposures to harmful substances

Messages to the Public

In the event of a crisis, a holding statement will be issued promptly to inform and update stakeholders. This policy aims to protect the company and its associates by fostering transparency during challenging times. All information regarding the crisis must be verified and disclosed in a clear, concise, and timely manner to prevent confusion and misinformation. A holding statement should include a brief overview of the crisis, the potential impact on the company and its stakeholders, the immediate actions being taken to address the situation, and relevant contact information for further inquiries. A sample holding statement is provided on the next page as a guide for effective crisis communication. While the specific messaging will vary based on the unique circumstances of each crisis and the specific audience, this template can serve as a starting point for crafting appropriate communications.

For Immediate Release- Holding Statement

Incident at Southern Timeless Candles

Location: Southern Timeless Candles [Location, City, State]

Date: {date]

Time: Approximately [time] [Please replace with the specific time of the incident]

Incident: There was an incident at Southern Timeless Candles that is currently under investigation.

We are working to determine the extent of the damage and if there were any injuries.

At this time, there is no confirmed information available.

The safety and well-being of our employees, customers, and neighbors is our top priority.

We will be providing updates as more information becomes available through our website and our Facebook page, [www.southerntimelesscandles.com][www.facebook.com/southerntimelesscandles], and regular media briefings.

Note for Media: Media briefings will be held at [Location] [Time - specific time, or general, i.e., every hour on the hour, etc.].

Please replace the bracketed information with specifics for the crisis.

Social Media

In the event of a crisis, updates will be made on the Facebook page. Southern Timeless Candles maintains an active presence on multiple social media platforms, including Instagram, TikTok, LinkedIn, and Facebook. However, Facebook will serve as the primary channel for disseminating critical updates, alongside the company's official webpage.

The USAF has implemented a robust monitoring plan designed to proactively address and mitigate negative feedback(Scott,2008). This strategic approach, which exemplifies best practices for crisis management, underscores the importance of timely response to any negative sentiment. Southern Timeless Candles has designated Tara Griffin as the dedicated Social Media and Website Manager, responsible for overseeing all online activity and promptly addressing any issues that may arise.

Conclusion

Proactive crisis preparation is essential for effective response. Southern Timeless Candles has established a Crisis Communications Team led by owners Tara and Charles Griffin. This team will serve as the primary internal point of contact. External stakeholders, including local media, local government, other government agencies, clients, and national news outlets, are key to effective crisis communication.

Given the potential for weather-related incidents, particularly floods and fires, alternative locations and emergency supply kits are crucial. The survival kit will include essential items and a copy of this plan with important contact information. By implementing these strategies, Southern Timeless Candles is prepared to mitigate the impact of potential crises.