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Crisis Management and Emergency Plan for TD Garden

Nick Lanciani
01 November 2015
COM 357 001

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I.

About TD Garden

TD Garden is the home of the Boston Bruins and the Boston Celtics, located at 100
Legends Way, Boston, M.A. Constructed from 1993 to 1995, the TD Garden opened on
September 30, 1995 and received a $70 million renovation during the summers of 2014 and
2015. The Garden, as locals refer to it, is owned and operated by Delaware North, which
employs over 55,000 people. Nearly 500 employees work at the TD Garden (TD Garden on
LinkedIn, 2015). The arena serves Bruins fans and Celtics fans, as well as host numerous worldrenowned concerts, family shows, wrestling, and more. It is also home to the Massachusetts Bay
Transportation Authoritys (MBTA) North Station, serving thousands of commuters daily. The
TD Garden serves over 3.5 million patrons annually and can seat a maximum of 17,565 hockey
fans, 18,624 basketball fans, 19,028 wrestling fans, and 19,600 concertgoers depending on the
stadium layout (TD Garden Facts, 2015).

II.

Purpose and Goals

A crisis can cause significant damage to the credibility and/or reputation of an

organization. As such, this plan is being written to guide all members of the organization through
the process of communicating with members of the internal and external publics in the event of a
crisis or emergency situation. A crisis is defined as any situation or event that risks the potential
to damage a sport organizations financial stability, public image, and/or credibility with internal
and/or external publics (Stoldt, Dittmore, & Branvold, 2012). The goal of the organization is to
manage communication in an effective way throughout the process of a crisis, such that all

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necessary details are disclosed to the necessary publics- informing publics and ensuring safety in
potential situations- and providing the organization the opportunity to evaluate and learn from
the overall experience with an emphasis on crisis management improvement before the next
crisis.
III.

Vulnerabilities
Crises and Emergencies Defined
The following situations qualify as potential crises or emergencies:

Natural Disasters- such as a hurricane, flooding, tornado, blizzard, or any State of Emergency

causing weather related activity

Terrorism and other security threats
Construction problems
Event-related incidents- such as competitor death or catastrophic injury, fan death or injury,

and/or on-field or in-stand violence

Family crises- after hours or offseason incidents, including legal infractions
Corporate crises- such as financial failure, layoffs, policy compliance issues, and/or actions

detrimental to the organization resulting in political protest(s)

Crises related to player personnel- such as trading or releasing prominent players or coaches (this
is more detailed in Boston Bruins and Boston Celtics policies, however, TD Garden employees
should be aware of Bruins and Celtics policies in dealing with player or coach transactions, press

IV.

conferences, and handling media requests)

Crisis Management Team

In the event of a crisis or an emergency, the Crisis Management Team (CMT) will assemble and
be in charge of all decisions surrounding the actions to be taken by the organization and the
proper steps that need to be taken. The CMT will consist of personnel from the TD Garden as

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well as its partners, the Boston Bruins, the Boston Celtics, and City of Boston personnel, as
necessary, and as follows:

Owner & Governor, Boston Bruins Chairman, Delaware North Chairman- Jeremy Jacobs
Co-Chief Executive Officers of Delaware North- Jerry Jacobs and Lou Jacobs
Chief Executive Officer of Boston Holdings (Delaware North) and Chief Executive Officer

(Boston Bruins)- Charlie Jacobs

Boston Basketball, LLC. Managing Board members Wyc Grousbeck, H. Irving Grousbeck, Steve

Pagliuca, and Robert Epstein

President (Boston Bruins)- Cam Neely
Senior Advisor to the Owner (Boston Bruins)- Harry Sinden
President of Basketball Operations (Boston Celtics)- Danny Ainge
Executive Assistant (Boston Celtics)- Wendy Cooper
Communications Coordinator (Boston Celtics)- Taylor Klepinski-Rogers
Senior VP, Communications (Boston Celtics)- Christian Megliola
Senior Director of Public Relations (Boston Celtics)- Heather Walker
Director of Legal Affairs for Hockey Operations (Boston Bruins)- Evan Gold
Vice President, Communications & Content (Boston Bruins)- Matthew Chmura
Director, City of Boston Emergency Management Department- Rene Fielding
All members of the CMT will be informed of the nature and/or extent of the crisis/emergency
and will react accordingly. Regardless of when the crisis/emergency occurs, all Delaware North
and TD Garden personnel will be informed, as well as the City of Boston Emergency
Management Department Director, Rene Fielding, will be briefed of the situation (City of
Boston, 2015). Fielding will determine any additional necessary decisions, regarding
communication with and/or actions involving the City of Boston EMTs, Fire Department, and/or
Police Department, if not already requested by TD Garden personnel or TD Garden patrons.
If the crisis/emergency occurs during a Boston Bruins game, then all Delaware North, TD
Garden, and Boston Bruins personnel listed above will be immediately informed of the nature of
the situation and will be in charge of making decisions accordingly (Boston Bruins, 2015).
Likewise, if the crisis/emergency occurs during a Boston Celtics game, all Delaware North, TD

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Garden, and Boston Celtics personnel listed above will be immediately informed of the nature of
the situation and will be in charge of making decisions accordingly (Boston Celtics, 2015).
All CMT members will be informed, regardless of what group was utilizing the TD Garden
at the time, after the priority CMT members are contacted. Immediate decision-making
responsibility lies within the priority CMT members. Subsequent decisions made thereafter, are
to be explored by all members of the CMT who are available to report in person or by phone.
Priority CMT members are defined as personnel listed as part of the CMT who were involved
with the event in occurrence at the time of the crisis/emergency situation.
All CMT members listed above will follow the chain of communication outlined below,
regarding informing key publics, internal and external.
V.

Communications
In most cases, the President for the Boston Bruins or the President of Basketball
Operations for the Boston Celtics will act as the spokesperson for the TD Garden and/or Boston
Bruins or Boston Celtics in crisis or emergency management situations. If it is not feasible for
either President to fulfill the spokesperson role or duties, then the teams respective Senior VP or
VP of Communications shall perform the task of spokesperson. City of Boston Emergency
Management Department Director, Rene Fielding, will notify and update the local police,
firefighters, and/or EMTs of any life-threatening situations as communicated from the Senior
Director of Public Relations.
Fielding will refer TD Garden officials, Boston Bruins personnel, and/or Boston Celtics
personnel to the necessary Deputies, Chiefs, or heads of City of Boston Emergency personnel in
regards to assisting the CMT with decisions regarding buildings, utilities, and evacuation
methods, not already put in action or above the capacity of TD Garden personnel or resources. In

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any case, the Communications Coordinator, or equivalent, is responsible for ensuring all CMT
members are informed of the crisis/emergency situation.
Key Internal Publics for the TD Garden are as follows:
Owner & Governor, Boston Bruins Chairman, Delaware North Chairman- Jeremy Jacobs
Phone: (617) 123-4567 Fax: (617) 098-7654 E-Mail: jeremy.jacobs@bruins.nhl.com
Co-Chief Executive Officers of Delaware North- Jerry Jacobs and Lou Jacobs
Phone (Jerry Jacobs): (123) 456-7890 Fax: (098) 765-4321
E-Mail: jerry.jacobs@delawarenorth.com
Phone (Lou Jacobs): (123) 444-5353 Fax: (098) 777-4321
E-Mail: lou.jacobs@delawarenorth.com
Chief Executive Officer of Boston Holdings (Delaware North) and Chief Executive Officer
(Boston Bruins)- Charlie Jacobs
Phone: (617) 444-5353 Fax: (617) 553-4343 E-Mail: charlie.jacobs@bruins.nhl.com
Boston Basketball, LLC. Managing Board members Wyc Grousbeck, H. Irving Grousbeck,
Steve Pagliuca, and Robert Epstein
Phone (Wyc Grousbeck): (617) 224-1986 Fax: (617) 424-2008
E-Mail: grousbeckw@celtics.nba.com
Phone (H. Irving Grousbeck): (617) 224-1957 Fax: (617) 344-2008
E-Mail: grousbeckhi@celtics.nba.com
Phone (Steve Pagliuca): (617) 123-2024 Fax: (617) 001-2024
E-Mail: pagliucas@celtics.nba.com
Phone (Robert Epstein): (617) 624-1986 Fax: (617) 033-1230
E-Mail: epsteinr@celtics.nba.com

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President (Boston Bruins)- Cam Neely
Phone: (617) 624-1924 Fax: (617) 888-8888 E-Mail: cam.neely@bruins.nhl.com
Senior Advisor to the Owner (Boston Bruins)- Harry Sinden
Phone: (617) 624-2011 Fax: (617) 664-1979 E-Mail: harry.sinden@bruins.nhl.com
President of Basketball Operations (Boston Celtics)- Danny Ainge
Phone: (617) 333-2008 Fax: (617) 333-3333 E-Mail: ainged@celtics.nba.com
Executive Assistant (Boston Celtics)- Wendy Cooper
Phone: (617) 224-2014 Fax: (617) 010-2003 E-Mail: cooperw@celtics.nba.com
Communications Coordinator (Boston Celtics)- Taylor Klepinski-Rogers
Phone: (617) 024-2408 Fax: (617) 011-2003 E-Mail: klepinskirogerst@celtics.nba.com
Senior VP, Communications (Boston Celtics)- Christian Megliola
Phone: (617) 864-8686 Fax: (617) 086-1986 E-Mail: megliolac@celtics.nba.com
Senior Director of Public Relations (Boston Celtics)- Heather Walker
Phone: (617) 017-1717 Fax: (617) 170-1720 E-Mail: walker@celtics.nba.com
Director of Legal Affairs for Hockey Operations (Boston Bruins)- Evan Gold
Phone: (617) 024-1970 Fax: (617) 011-1972 E-Mail: evan.gold@bruins.nhl.com
Vice President, Communications & Content (Boston Bruins)- Matthew Chmura
Phone: (617) 192-4011 Fax: (617) 234-5789 E-Mail: matthew.chmura@bruins.nhl.com
Director, City of Boston Emergency Management Department- Rene Fielding
Phone: (617) 635-1400 Fax: (617) 415-2013 E-Mail: OEM@cityofboston.gov
Key External Publics for the TD Garden are as follows:
Boston Fire Department- Commissioner Joseph Finn
Phone: (617) 343-3415 Fax: (617) 444-4444 E-Mail: BFD@cityofboston.gov

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Boston Police Department- Commissioner William B. Evans
Phone: (617) 343-4500 Fax: (617) 222-2222 E-Mail: BPD@cityofboston.gov
Massachusetts Bay Transportation Authority- General Manager (see MassDOT)
Phone: (617) 222-3200 Fax: (617) 564-5273 E-Mail: frank.depaola@MassDOT.gov
Massachusetts Department of Transportation- General Manager, Frank DePaola
Phone: (617) 273-8200 Fax: (617) 040-7131 E-Mail: frank.depaola@MassDOT.gov
WBZ-TV (CBS Boston, Channel 4)
Phone: (617) 787-7000 Fax: (617) 787-7390 E-Mail: WBZnewsroom@cbsboston.com
WHDH-Boston (NBC Affiliate, Channel 7)
Phone: 1-800-280-TIPS Fax: (617) 777-7777 E-Mail: newstips@whdh.com
WCVB-Channel 5 (ABC Affiliate)
Phone: (617) 555-5555 Fax: (617) 555-5500 E-Mail: WCVBChannel5@wcvbboston.com
FOX 25 News (FOX affiliate)
Phone: (617) 695-2945 Fax: (617) 585-2525 E-Mail: FOX25Boston@FOX25News.com
Notes: Be sure to send all Press Releases to WBZ-TV, WHDH, WCVB, and FOX 25, A.S.A.P.
before taking any calls on media availability during crisis situations. Ensure that the external
publics are properly informed and are on the same page before considering televised statements,
such that they can be held in an efficient and timely manner, as needed.
VI.

Evaluation
After a crisis situation has been resolved the CMT shall meet in order to evaluate the teams
response to the situation. First, the priority CMT members shall recap and explain what
happened in detail and each step they took along the way. Next, all CMT members will address
the following questions, as outlined by Stoldt, Dittmore, & Branvold (2012), assessing the

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CMTs response on a pass/fail scale for each question- more than 3 failures shall result in a
performance review of the entire CMT, as well as a third-party review of this Crisis Management
and Emergency Plan and subsequent amendment as required.
Questions for the CMT to consider, as outlined by Stoldt, Dittmore, & Branvold (2012):
-

Was the plan activated in a timely and efficient manner?

Were initial communication procedures executed as assigned?
Were initial communication procedures adequate given the situation?
How quickly was the CMT able to assess the situation and select a crisis response strategy?
In retrospect, was the crisis response strategy appropriate?
Were all important publics identified and served effectively?
How effective were the key messages specified by the CMT?
How effective were the channels of communication used to carry those key messages?
How effective was the organizations spokesperson in dealing with those key publics?
How well did the PR staff prepare the organizations spokesperson in dealing with those key

publics?
Was the organization able to position itself as the best source of information regarding the crisis?
Were all important services needed by members of the media or other key publics provided?
How well did the plan perform in protecting the reputation of the organization?
Most important, how can the plan be improved before the next crisis that the organization may

VII.

face?
Other Helpful Information
Other Important Media Members
The Boston Globe
Phone: (617) 624-6464 Fax: (617) 919-2345 E-Mail: smithers@bostonglobe.com
The Boston Herald
Phone: (617) 464-6426 Fax: (617) 543-2919 E-Mail: azerty@bostonherald.com
98.5 The Sports Hub
Phone: (617) 619-0985 Fax: (617) 555-0985 E-Mail: joe.qwertyPR@98.5thesportshub.com
WBZ-Radio 1030
Phone: (617) 619-1030 Fax: (617) 555-1030 E-Mail: joe.smithPR@wbzradio.com

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NESN (New England Sports Network)
Phone: (617) 477-1984 Fax: (617) 536-5360 E-Mail: john.doePR@nesn.com
WEEI
Phone: (617) 939-3939 Fax: (617) 210-0737 E-Mail: jane.doePR@weei.com
Note: Direct any media requests to respective TD Garden personnel; Public Relations,
Communications, or Facility Managers.
TD Garden Employees with First-Aid Training
All TD Garden Security Personnel, including
Guest Relations Officers, including
TD Garden Ushers, including
Front Office and Box Office Personnel, including
Crisis Management and Emergency Plan Coordinator Contact Information
Contact: Nick Lanciani
Phone (617) 333-5353 Fax: (617) 508-3333 E-Mail: nick.lanciani@tdgarden.com

*This plan is subject to amendment at anytime as reviewed and agreed upon by the CMT
members listed herein or the Crisis Management and Emergency Plan Coordinator.

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References
Boston Bruins executive & hockey operations. (2015). Retrieved November 1, 2015.
Boston Celtics front office. (2015). Retrieved November 1, 2015.
Contact- city of Boston emergency management. (2015). Retrieved November 1, 2015.
Stoldt, G., Dittmore, S., & Branvold, S. (2012). Sport public relations: Managing stakeholder
communication (2nd ed.). Champaign, Illinois: Human Kinetics.
TD Garden facts. (2015). Retrieved November 1, 2015.
TD Garden on LinkedIn. (2015). Retrieved November 1, 2015.