Page 15 - DB Crisis Management Guide

As a general rule, we should make every attempt to contain the information flow to a limited number of
individuals who need to know about a potential emergency or a real crisis. The Crisis Team will decide WHO
needs to be contacted, WHAT the message should be, WHEN that should happen and HOW the
communication/notification should happen.

AUDIENCE COMMUNICATION PLANNING
WHO: DETERMINE OUR PRIMARY AUDIENCES

 Team Members: As a rule, we should attempt to limit contact to the smallest number of Team Members
who need to know about a crisis. However, if a major crisis occurs causing rumors and speculation among
Team Members, we will provide enough information to maintain containment. We also want to ensure this
audience hears from Management before learning about the situation via the news or social media. In
addition, it’s critical to maintain Team Member morale and productivity during a crisis because Team
Members can serve as important ambassadors for Dave & Buster’s.

 Guests: Providing Guests accurate and timely information is important during a crisis. Depending upon the
seriousness of the situation, this may be through advertising, the media, direct contact through an 800
hotline number or a message posted on our website.

WHO: DETERMINE WHO SHOULD COMMUNICATE WITH TEAM MEMBERS
In most cases, news of a crisis is best received from a representative with whom the Team Members are
familiar and comfortable. When possible, the ROD/ROM or GM should convey necessary crisis information to
respective Team Members so they feel comfortable asking questions or obtaining solutions. When the Crisis
Team determines that a high-level company representative should convey the information, Managers should
be available for further discussion with their respective Team Members.

WHAT: DETERMINE KEY MESSAGES
Key messages are the few critical points we need to make about a situation. Audience-specific talking points
will be prepared by the Crisis Team based on these key messages, which will vary according to the specifics
of each situation and the audience to whom we are communicating.

WHEN: DETERMINE WHEN TEAM MEMBERS SHOULD BE CONTACTED
Selected Team Members should be contacted as soon as the Crisis Team has analyzed the seriousness of the
situation and has sufficient information. Notify this group before public disclosure.

HOW: DETERMINE HOW TEAM MEMBERS SHOULD BE CONTACTED
Depending on the severity of the crisis and availability of communication methods, Team Members may be
contacted by a personal visit, email to the Staff or phone call. The Team Members’ feelings and morale should
be carefully considered.

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