Module 4 - Communications and Community Relations Flashcards
1
Q
Public Relations is sometimes called ___________, focuses on airport’s relationships and interactions with the internal and external public.
A
Community relations
2
Q
____________ typically centers on advertising a particular product or service associated with the airport or its stakeholders.
A
Airport marketing
3
Q
A spinoff of the PR function, a __________ informs the public about essential information to the airport and community stakeholders.
A
Public information officer (PIO)
4
Q
______________ is a niche within airport management that requires both marketing and PR skills to bring in new or growing commercial air service.
A
Air service development (ASD)
5
Q
The specific role of an Airport Executive largely depends on the ___________ or the primary entity responsible for the strategic direction.
A
Elected officials
6
Q
Most Airport Directors/Managers are ____________, meaning that they are on an employment contract and can be let go without cause.
A
Appointed
7
Q
List advantage and disadvantage of Airport Executives reporting to city/county or town.
A
+ layer of job security
- slower and more difficult with agreements, purchases, personnel issues
8
Q
List 3 areas that an Airport Executive must immediately investigate to determine their level of authority
A
- agreements
- purchasing
- personnel
9
Q
A ____________ is a written motion adopted by a vote of the governing authority (e.g., town or city council, county commissioners).
A
Resolution
10
Q
__________ are a bundle of items that are voted on, without discussion, as a package; do not need additional discussion.
A
Consent agendas
11
Q
The ____________ allows topics to be discussed in a public forum before the governing body votes on it.
A
Regular agenda
12
Q
What types of meetings often provide the Airport Executive the opportunity to explain an issue in detail, receive feedback, and answer questions?
A
Public discussion
13
Q
What types of meetings are confidential, closed/closed session, and may discuss litigation, employment contracts or personnel?
A
Executive session
14
Q
Executive sessions discuss ___________ under 49 CFR Part 1520 or protect proprietary information.
A
Sensitive Security Information (SSI)
15
Q
Another important role of the Airport Executive is that of ___________, clearly understand the limits of the information that can be commented on and commenting professionally.
A
Spokesperson
16
Q
At a commercial service airport, airlines commonly meet on a monthly basis at the ___________; passing along information, discussing issues, band building relationships.
A
Station managers’ meeting
17
Q
List 2 other air carrier meetings that Airport Executives should attend.
A
- Concessionaire
2. Security
18
Q
Many GA airports will have a periodic ___________, where tenants gather to discuss issues.
A
Tenant meeting
19
Q
Public participation should be focused on building __________ and increasing general willingness to accept the project.
A
Informed consent
20
Q
Describe objectives for public agency regarding citizen participation.
A
- legitimacy
- identify interests
- alternative solutions
- credibility of governing body
- de-polarize potentially-affected interests
21
Q
_____________ focuses on following legislation at the federal, state, or local level, and, in some cases, attempts to garner support for certain projects and programs.
A
Intergovernmental relations
22
Q
_____________ or role focuses on attending regional and economic development planning meetings, position papers, representing in forums, and preparing talking points/presentations.
A
Governmental affairs function
23
Q
An ____________, such as a lobbyist, is often helpful in providing insight into the details of legislation and the legislative process.
A
Attorney or legislative specialist
24
Q
Intergovernmental affairs personnel may help _________ programs such as PreCheck or GlobalEntry.
A
Promote
25
Intergovernmental relations personnel can also reduce _____________ by assessing legal blowback of decisions and conducting community, international and cultural outreach.
Airport legal fees
26
AAAE holds _______ domestic and international meetings each year with _______ attendees.
> 90
| 10,000
27
List the 2 largest AAAE meetings every year.
1. Russell Hoyt National Airports Conference
| 2. AAAE Annual Conference and Exposition
28
AAAE's ____________ provides strong and effective representation for America's airport system on Capitol Hill - go-to-source for Congress and Hill Staffers.
Airport Legislative Alliance (ALA)
29
List 3 services Airport Legislative Alliance provides.
1. Airport Alerts (pending legislation)
2. Hearing Reports
3. Washington Insider Update Videos
30
The ______________ team provides Security Policy Alerts and Notices and access to AAAE Security SmartBrief.
Transportation Security Policy
31
What is the designated aviation clearinghouse that answers to airports, processing workers background checks?
Transportation Security Clearinghouse
32
AAAE's ___________ department is focused on representing airports before key executive agencies, including the DOT, FAA, and EPA.
Regulatory Affairs
33
List 3 services Regulatory Affairs provides.
1. Regulatory Alerts
2. Airport Regulatory Issues
3. ACRP
34
List the 3-step process for the A.A.E. program.
Affiliate members who:
1. Pass C.M. exam
2. management research paper, case study, proctored essay exam, or proof of advanced degree
3. oral interview with active A.A.E.s
35
AAAE __________ cover all sectors in the airport industry, some include Academic Relations, Finance and Administration, Environmental Services, Diversity, and Operations.
Committees
36
Which AAAE Committee oversees the Accreditation and Certification program?
Board of Examiners
37
Committees provide the ____________ with vital information and guidance, an assist staff in developing new member services.
Board of Directors
38
AAAE offers _____________ certificate programs, including operations, airport security, safety management systems, trusted agent, and communications.
Airport Certified Employee (ACE)
39
AAAE’s ____________ builds on the experience of the original Interactive Employee Training system, currently used by 100 airports.
IET Learning Suite (IET-LS)
40
____________ video training system has been providing thousands of employees with on-demand video training on running an airport.
Airport News and Training Network (ANTN Digicast)
41
____________ is the premier location to explore, discuss, and launch innovation in airports.
Airport Innovation Accelerator
42
List 2 AAAE publications.
1. Airport Magazine
| 2. Airport Report Today
43
What is the AAAE Northeast Chapter's snow removal trophy called?
Balchen Post
44
List the 6 AAAE chapter organizations and 2 international chapters.
1. NE
2. SE
3. Great Lakes
4. South Central
5. SW
6. NW
IAAE Canada
IAAAE
45
List the Grant Assurances for Noise Abatement.
```
#5 #19 #26 #31
touches on #22 #21
```
46
The ____________ was the catalyst for public awareness and response to aircraft noise issues, requiring an assessment of noise effects for major projects.
National Environmental Policy Act of 1969 (NEPA
47
Which law was first to identify responsibilities of the FAA, air carriers, Airport Executives, and local communities in dealing with aircraft noise?
Aviation Noise Abatement Policy (ANAP)
48
Under the ANAP, __________ became responsible for the retirement, replacement, or retrofit of older jets that did not meet federal noise level standards.
Airlines
49
What federal regulation set effective perceived noise level (EPNL/EPNdB) for aircraft engines?
FAR Part 36
50
___________ engines are the loudest and ___________ engines are the quietest.
Stage 1
| Stage 4
51
Which law provided basis for noise abatement planning and Part 150 Land Use Compatibility Planning?
Airport Safety and Noise Abatement Act of 1979 (ASNA)
52
Which regulations developed Noise Exposure Maps (NEM) and Noise Compatibility Programs (NCP)?
Part 150
53
List 2 programs that influenced the design of Part 150 regulations.
1. Airport Noise Control and Land Use Compatibility (ANCLUC)
| 2. Department of Defense's Airport Installation Compatible Use Zone (AICUZ)
54
Which law phased-out noisier aircraft, placed limits on local user restrictions, and established non-restrictive noise abatement and land use actions?
Airport Noise and Capacity Act of 1990 (ANCA)
55
The Airport and Airway Safety, Capacity, Noise Improvement, and Intermodal Transportation Act required studying health effects of noise at the _______, ________, and ________ DNL areas.
65 dB
60 dB
55 dB
56
Define noise.
Any unwanted sound.
57
The ___________ provides some representative sounds that occur at the various levels shown on the logarithmic decibel scale; perceived loudness.
Sound Level Comparison Chart
58
Perceived loudness double for every increase of _________.
10 dB
59
___________ are based on extensive research developed to highly correlate with human response - people respond to total noise energy over time rather than single event.
Cumulative metrics
60
The FAA uses the _____________ method of calculation as the standard to be used for forecasting cumulative noise exposure under Part 150 studies; average annualized calculation.
Day/Night Average (DNL)
61
From the hours of __________ to __________, 10 dB of sound is added to the recorded DNL measurement to account for increased annoyance experienced by listeners.
10 pm
| 7 am
62
The ____________ has long been the standard airport noise prediction model used by airports and involves a complex and detailed procedure for determining the DNL noise contour area for a specific mix of aircraft.
Integrated Noise Model (INM)
63
What inputs does the Integrated Noise Model use?
- flight track information
- aircraft fleet mix
- aircraft profiles
- terrain
- flight schedules from Official Airline Guide (OAG)
- US census population data
64
The community noise equivalent level (CNEL) is used by some __________.
State agencies
65
What replaced the Integrated Noise Model, to model aircraft performance in space and time to estimate fuel consumption, noise, and emissions?
Aviation Environmental Design Tool (AEDT)
66
The FAA recommends that the airport own all property within the __________ contour.
75 DNL
67
Under the federal land-use guidelines included in Part 150, all land uses are considered to be compatible with noise levels __________.
< 65 DNL
68
List 2 tools that reveal noise-impacted areas to boards and planning commissions.
1. Airport Influence Area
| 2. Public Airport Disclosure Maps
69
Which tool replaced FAA's noise integrated routing system (NIRS)?
Aviation Environmental Screening Tool (AEDT 2a)
70
The Air Traffic Noise Screening (ATNS) is a computer program that determines whether change in air traffic procedure for arrivals and departures between 3,000 and 10,000-ft AGL will generate a _________ increase in noise to communities.
5 dB
71
Air traffic changes above 3,000' AGL are ___________ from further environmental documentation, new noise introduced over noise-sensitive areas may be controversial and the exclusion does not apply and is subject of determination of _____________, resulting in environmental action.
Categorically excluded
| Extraordinary circumstances
72
The _____________ is the principal law supporting federal efforts to identify and reduce noise issues involving land use around domestic airports and issued Part 150.
Aviation Safety and Noise Abatement Act of 1979 (ASNA)
73
Required by Part 150, the ___________ identifies an airport's present and future noise patterns (yearly DNL) and land uses; reference for noise-sensitive development in airport vicinity.
Noise exposure map (NEM)
74
ASNA states that ____________ is presumed if notice of NEM was published at least 3 times in a local newspaper or copies of NEM were furnished to person at time of property acquisition.
Constructive knowledge
75
An approved NCP makes the airport eligible for funding from the AIP noise Set-Aside, of the ___________. Only eligible items in the approved NCP can be funded.
Airport and Airway Improvement Program (AAIP)
76
List 4 conditions where Part 150 study is most appropriate.
1. significant incompatible land use
2. noise complaints
3. urban development pressure
4. major changes to facilities or operations
77
List 3 means for noise abatement.
1. reduction of noise at source
2. relocation of source in either space or time
3. acoustical changes to areas of noise exposure
78
List 5 objectives for any noise compatibility measure.
1. reducing non-compatible land uses
2. not derogate safety or affect airspace
3. not unjustly discriminate against user
4. not create undue burden on commerce
5. not adversely affect FAA Administrator
79
The most effective control measure for reducing noise impact is _____________.
Land acquisition
80
An ____________ allows for the passage of aircraft overhead and waives a homeowner’s right to any claim for damages from aircraft noise; FAA encourages to accompany soundproofing.
Avigation noise easement
81
Which regulations governs procedures if federal funds are used for land acquisition?
- CFR Part 24
| - Uniform Relocation and Real Property Acquisition Policies Act
82
What is a voluntary program in which airport/local govt agrees to acquire the property of residents who wish to relocate outside noise-affected area?
Purchase assurance programs
83
____________ tries to reduce aircraft noise levels inside residences, primarily through the replacement of existing windows and doors with acoustically rated products.
Soundproofing
84
____________ are erected to help attenuate ground level noise from airport operations; typically along airport property perimeter.
Noise barrier
85
____________ programs may be informal or formal, exclusively authority and responsibility of FAA (not for local regulation).
Preferential runway use
86
____________ considerations are of primary importance in a preferential runway use system.
Wind, weather, and airspace
87
For implementation of new____________, consideration is given to whether aircraft are capable of performing noise abatement flight maneuvers in a safe and efficient manner.
Flight procedures
88
Nighttime limits, noise contour limit, only stage 3 aircraft, noise-based operating fees, runway use, and operations limits are examples of ___________.
Airport use restrictions (voluntary)
89
List the 3 most common Airport Development Measures for noise mitigation.
1. runway extensions
2. new runways
3. taxiway development
90
____________, proposed as part of a 150 study, have been approved to facilitate preferential runway-use systems, preferred flight tracks, or noise compatibility measures.
Navigational aids
91
Zoning, local land-use planning, building codes, fair disclosure, and subdivision regulations are examples of ____________.
Off-Airport Land Use Plans and Controls
92
Noise advisory committees, publication of pamphlets and programs for residents and airport users, and capital improvement policies are ____________.
Administrative Measures and Studies
93
From the noise compatibility perspective, one of the explicit objectives of the Part 150 planning process is to ___________.
Improve Land-Use Planning
94
List what Airport operators may not regulate because these are federally preempted.
- runway assignments of aircraft
- air traffic management
- airspace use
95
It is normally recommended that the airport own all the property within the ___________, and sterile/free of buildings.
>= 75 DNL
96
What are advantages of conducting a Part 150 Study?
+ Public Relations
+ Intergovernmental Coordination
+ Airport Facilities Development
97
What are disadvantages of conducting Part 150 Studies?
- Heightened Controversy
- Unrealistic Expectations
- Uncooperative Participants
98
What applies noise restrictions to Stage 2 aircraft?
Part 161, Notice and Approval of Airport Noise Access Restrictions
99
List 4 access restrictions under Part 161.
1. limits on single event or cumulative noise exposure
2. direct or indirect limits on number of ops
3. limits on hours of operations
4. use charges
100
A __________ analysis must describe the proposed restriction, alternative restrictions, and non-restrictions that were considered, and the ____________ of the proposed restriction and alternatives.
Part 161
| Cost-benefit analysis
101
A commercial service airport may market to air carriers through a concept known as ___________, which is designed to expand existing services or to entice new air carriers to an airport.
Air service development,
102
A GA airport may actively market to __________ in an effort to increase fuel sales or to increase the number of based airport tenants.
Corporate operators
103
_____________ can be an excellent venue for advertising an airport - booth display with exhibit or sponsorship fees.
Seminar and trade shows
104
_____________ bring not only direct revenue to the airport, but also jobs and new cash flow into the community.
Aircraft manufacturers
105
Evaluation of marketing plans is important to the airport administrator when reviewing responses to ____________that administration routinely solicit from service providers.
Requests For Proposals (RFP)
106
The minimum presence for an airport on the Internet begins with the __________, for a commercial service airport must list the airlines that use the airport and for GA airports must list FBOs contact information.
Website
107
What social media account is used primarily for public information (promotional, real-time news and wait times at checkpoints)?
Twitter
108
Twitter is a form of ___________, allowing individuals to send or read messages of up to 140 characters.
Micro-blogging
109
__________ are used as a way to categorize tweets into one central area and to better enable airports to expand marketing message and brand.
Hashtags (#)
110
___________ is monitoring passenger issues and concerns in real time, as they are waiting in the airport, or if they’ve had a recent experience with the airport.
"Airport Twittering"
111
____________ aims to establish a significant and differentiated presence in the market that attracts and retains loyal customers -- becoming primary marketing strategy for airports.
Branding
112
____________ not only includes the attraction or expansion of existing air service, but also the ____________ of existing air service, adding new service destinations, lowering fares, improving service reliability, and upgrading aircraft.
Air Service Development
| Retention
113
Air carriers have come to expect ___________ and that the airport and community will accept some of the financial risk involved with new service.
Financial incentives
114
What are 2 key issues for air carriers before attracting air service?
1. runway length
| 2. available of adequately sized terminal facilities
115
Funding for projects to support air service development may be available through the _____________.
Capital Improvement Plan (CIP)
116
_____________ should be conducted to determine the current route deficiencies and if consumers are subject to artificially high airfares.
Market research
117
_____________ is a measure of when passengers choose to fly from another competing airport in the region.
Leakage
118
_____________ is a measure of passengers gained at an airport that could have selected another airport for their travel plans.
Reverse leakage
119
Who assess market size and forecast other elements such as demand from frequent flyers?
Route Planners
120
List the 2 important aspects related to passenger demand (for air carriers).
1. volume of passengers
| 2. revenue
121
What programs subsidizes air service to 141 communities in the US?
Essential Air Service (EAS)
122
What program provides grants to help small communities achieve sustainable air service?
Small Community Air Service Development Program (SCASDP)
123
What established the Essential Air Service?
1958 Federal Aviation Act
124
The ___________ authorizes air carriers to receive compensation when providing service to small communities that would not otherwise receive air service.
Essential Air Service (EAS)
125
__________ constitutes service to a medium or large-hub airport, with no more than 1 intermediate stop, in an aircraft having at least 15 passenger seats, and averaging more than 11 passenger enplanements a day.
Basic EAS
126
What type of EAS is scheduled air transportation of a quality and need greater than basic service?
Enhanced EAS
127
Describe challenges to small community ASD.
- proximity to legacy carrier hubs
| - physical limitations of airport (runway)
128
What is the max period for the use of Small Community Air Service Development (SCASD) grant funds for air carrier subsidy? (same for revenue guarantees, financial support)
3 years
129
Assessing the airport and the region’s existing air services, and determining both destinations and load factors is part of _____________.
Air Service Development
130
___________ represent the average number of seats filled with (paying) passengers on a nonstop flight.
Load factors
131
Geographic reach of the airport’s service area defines the airport’s____________; representing geographical area that market segments demand travel to.
Catchment area
132
The primary goal of any airport with commercial air service is to __________ its existing air service providers.
Retain
133
What incentive program for air service development do air carriers and communities like; and is the most successful incentive for new air service?
Minimum revenue guarantees
134
What are established to provide prepaid travel on airline - requiring strong business base in community?
Travel Banks
135
The ___________ is critically important in the proposal to the airlines, including proposed schedule, aircraft type, assumptions, forecast financials, and financial sensitivity analysis.
Detailed route forecast
136
List 4 ways ASD teams can learn about airline desires and opportunities.
1. AAAE Ntl Air Service Conference
2. ACI-NA Jumpstart Conference
3. Boyd Group Forecast Summit
4. ACI Airline Conference
137
The FAA will not support any incentive that results in ___________.
Less frequency of service
138
Does the FAA regulate air service incentives?
Yes - specific rules
139
___________ serve to add or increase commercial air service at an airport.
Air Carrier Incentive Programs
140
The FAA does not allow __________ incentives - must have pre-defined promotional period.
Open-ended
141
How long does FAA approve of airport incentives?
2 years
142
Do exceptions to the promotional (air service) period exist?
Yes - State can fund but not permissible if airport itself provided incentive
143
___________ are distinguished from “destination marketing programs", which serve to increase revenue to geographic area.
Air Carrier Incentive Programs
144
____________ may be used to cover the full costs of activities directed at promoting competition at an airport, raising public and industry awareness of airport, or providing new air service.
Airport revenue
145
A ___________ a direct payment of airport revenue to a carrier, or any provider of goods and services to that carrier, in exchange for additional service by the carrier.
Subsidy
146
A ___________ is any fee reduction, fee waiver, or use of airport revenue for acceptable promotional costs where the purpose is to encourage an air carrier to increase service at the airport.
Incentive
147
_____________ include subsidies and other subsidies such as providing aircraft parts, free fuel, interest-free loans, pay for service, or direct or indirect subsidy.
Unacceptable incentives
148
Airport revenue __________ be used for revenue guarantees.
Cannot
149
What are the following examples of?
1. Revenue guarantees
2. Pre-purchased ticket programs
3. Marketing and advertising support
4. Fee waivers
5. Start-up cost offsets
6. Airport-provided ground handling
7. Revenue sharing
8. Ongoing subsidies
Air Service Incentives
150
The FAA ____________ airports from providing subsidies for air service.
Strictly prohibits
151
Airlines typically measure airport cost on a per passenger basis, with the metric _____________.
Cost Per Enplanement (CPE)
152
The primary goal of having an ___________ is to achieve economic gain for the community through increased employment and the expansion of industry and commerce.
Industrial Park
153
What are disadvantage with airport industrial parks?
- significant capital cost of infrastructure
- operating and maintenance costs
- landlord risks
154
Predetermined lot sizes allow for long-range planning and reduce the possibility of having ___________ that are not usable because of access or location.
"Out parcels"
155
A ___________ is essentially a master-planned community centered around the airport - airport-centric development.
Aerotropolis
156
List 5 factors when pursuing airport-centric development.
1. Airport Development
2. Air and Surface Connectivity
3. Funding Sources
4. Regional Development
5. Stakeholder Collaboration
157
US _____________ program was established by Congress to stimulate international trade and to create jobs and investments in the US rather than abroad.
Foreign-Trade Zone (FTZ)
158
The purpose of establishing an _____________ is to provide economic benefit to an area through employment and commerce that would not otherwise locate in a community.
Foreign-Trade Zone (FTZ)
159
A ____________ is an FAA-approved launch site.
Spaceport
160
Which law created the commercial sector of US space industry and regulates launch sites?
Commercial Space Launch Act of 1984
161
The Office of ______________ is responsible for licensing, regulating, and promoting the private sector space industry.
Commercial Space Transportation (AST)
162
The US commercial space transportation industry generated nearly ____________ in economic activity.
$208.3 billion
163
On the near-horizon may be the return of ____________commercial aircraft, with new developments in aerodynamics to mitigate noise.
Supersonic
164
In the early 1970s, the nation began to build a series of STOLports (airports for with ____________ capabilities) due to perceived market for short passenger trips.
Short Take-Off and Landing (STOL)
165
Due to 9/11, recession, certification problems, ___________ as air-taxis was not embraced.
Very Light Jets (VLJ)
166
Large airport operators have had to make significant changes to their airports due to ____________, such as the A380.
Very Large Aircraft (VLA)
167
Additional technologies are being researched in field of ___________, possibly drastically reducing flight times.
Hypersonic flight
168
___________ are regional economic activities, employment, and payrolls that can be attributed, both directly and indirectly, to an airport.
Economic impacts
169
The main purpose of a _____________ is to attempt to quantify the amount of money contributed by the airport to a local community as a result of its presence and operation.
Economic Impact Study (EIS)
170
List the 3 components of Total Economic Impact of airport on community.
1. direct
2. indirect
3. induced
171
_____________ is the airport-related dollars that are generated directly as a result of airport employment and the operation of airport businesses.
Direct impact
172
_____________ measures the economic activity associated with the dollars spent in the community by airport patrons (hotels, restaurants, rental cars).
Indirect impact
173
What type of economic impact are Direct and Indirect benefits?
Primary
174
_____________ attempts to measure the multiplying effect of successive turnover of the dollars spent in the community.
Induced impact
175
The _____________ is an economic principle that recognizes that every dollar expended by an airport patron in the community is further recycled or channeled to generate additional income.
Multiplier effect
176
The ___________ model is a popular model for determining the multiplier, in the program through the Bureau of Economic Analysis.
RIMS II
177
The ____________, is the primary impact times the applicable multiplier; when added with primary impact gives total economic impact.
Induced impact
178
_____________ are the services that a community hopes to obtain by developing and maintaining an airport - less tangible in nature than economic impact.
Transportation benefit
179
_____________ is establishing relationships between an organization and its key stakeholders; helping to promote benefits of airport and instill public confidence.
Public relations (PR)
180
PR will enhance the ability of organizations and the public to accept and adapt to one another, according to ______________.
Public Relations Society of America
181
What is promoting products, services, or special activities?
Publicity
182
What is responding to a crisis, whether political or aircraft incident or accident?
Public information
183
To gain the attention of media outlets, you must provide reporters with a _____________ relevant to public's interests.
"Real news story"
184
____________ is the standard criteria for the elements that make up a story - conflict, controversy,happening now, affects significant number of people.
Newsworthy
185
Due to the widespread use of social media, many of the images and videos disseminated by media outlets are from _____________.
Citizen journalists
186
_____________, such as not-for-profit airport open houses, a charity activity, has the benefit of being a newsworthy event, and the media may provide additional free “advertising”.
Special events
187
Following a major aviation-related incident or accident, media outlets expect a ____________ summarizing key facts and perspectives, along with follow up information.
News release
188
For GA airports, the Aircraft Owner’s and Pilot’s Association (AOPA) encourages the development of _____________ to disseminate information in the interest of keeping public-use airports open and visible.
Airport Support Networks (ASN)
189
Natural disasters and airplane accidents or incidents that require an immediate response to protect lives and mitigate the emergency, are examples of ___________.
Sudden emergencies
190
Employee lawsuits and regulatory violations are examples of _____________.
Creeping crises
191
An upcoming airline labor strike or community protest are volatile policies are ______________.
Predictable crises
192
An airport employee or Sponsor who does not understand the complexity of a situation (overlaps with issues related to human factors) is an example of ____________.
Crises caused by improper decisions
193
Media attacks by bloggers and others using Internet to oppose airport, malicious attacks, or inadvertent IT issues are examples of _____________.
Cybercrime's (cyber crisis)
194
The first step in crisis management is to ____________ before the crisis occurs.
Be prepared
195
A _____________ includes the notification list of key personnel, their contact information, and the immediate steps in the event of a crisis.
Crisis communications plan
196
Who should be identified, that is not the Airport Executive or top elected official, to manage a crisis?
Airport spokesperson
197
____________should be accessible, willing to serve, coachable, and assertive.
Spokespeople
198
In cases of national concern, airport's PR may have to coordinate media relations under the ____________.
National Incident Management System (NIMS)
199
To coordinate the release of emergency information and other public affairs functions, a ____________ may be established under NIMS.
Joint Information Center (JIC)
200
What should airports have during a crisis, equipped with phones, computers, fax, wifi, and cabled internet?
"Media center"
201
_____________ of a reporter’s request is beneficial in developing a positive working relationship with the media.
Rapid acknowledgement
202
What type of media paints-a-picture in the reader's mind with words? Using comprehensive stories and analysis.
Print media reporters
203
Who looks for short, concise information, usually in the speaker's own words, often 10-15 second sound bites?
Radio reporters
204
Who wants video and photographs, and is best to establish a location in the field?
Broadcast media outlets
205
Who expects the same access and information as traditional media outlets but may have a political agenda?
Web-based journalists and citizen journalists
206
What are PIO's goals during a crisis?
Reducing public panic
- telling public actions they should take
- focus on doing rights things first
207
What is the first priority for PIO and members of crisis team?
Gather the facts
208
What is the second most important audience for a PIO?
2nd: elected or appointed officials
209
Who are the third, fourth, and fifth audiences for a PIO to address in crisis situation, respectively?
3rd: regulatory officials
4th: media
5th: public
210
____________ and _____________ are good options for airport operators who desire to disseminate real-time information on airport ops, flight delays, and airport closures.
- Twitter
| - Facebook
211
Should airports have policies prohibiting employees from posting information on personal social media relating to airport incident or crisis?
Yes!
212
List the "DO NOTS" for aircraft accident responses.
DO NOT
1. Talk "off the record"
2. "No comment"
3. Say anything, whether you believe the cameras or recorders are off or not, that you do not want repeated
4. Take questions personally or become offended
5. Assume an interview is a conversation
6. Fabricate answers
7. Go out in front of the press unprepared
213
What regulates the privacy of protected health information, restricting what government entities may release to the public?
Health Insurance Portability and Accountability Act (HIPPA)
214
Which NTSB office provides information to family members following an accident?
Office of Transportation Disaster Assistance (TDA)
215
The NTSB ____________ is the authorized spokesperson at the accident scene (once they have arrived and respect to NIMS procedures).
Investigator-in-Charge (IIC)
216
_____________ sets responsibilities of various entities to provide support for families of disaster victims, and sets responsibilities for air carrier to address passenger needs.
Aviation Disaster Family Assistance Act (ADFA)
217
List 2 ways to identify day-to-day issues that may emerge and develop into crises?
- Really Simple Syndication (RSS) (aggregates all conversations mentioning airport)
- Google Alerts (monitor what's being said about airport)
218
What is the central goal in managing evolving news coverage?
"one-day, local-only"
219
The idea of ___________ in conducting airport business and related PR is important to reducing issues and managing crises.
Transparency
