Real time stress test at Frankfurt Airport
Crisis simulation with Fraport
Challenge / Approach
Every two years the International Civil Aviation Organisation obliges airports to carry out emergency exercises. At Frankfurt Airport, it is not just the fire brigade, emergency services and authorities who are put to the test; the Fraport AG also scrutinises its processes, tools and team setup of corporate communications. In 2004 and 2006 Klenk & Hoursch supported them with extremely realistically simulations across all channels.
Based on the operation exercise, a comprehensive communications director's notebook was produced. It contained various levels of escalation and details: Where was the crisis initiated? What is driving the crisis? Where will it reach its climax? How and when can the team help?
Klenk & Hoursch organized the onsite control room and oversaw the communications training. The channels Facebook, Twitter and YouTube were simulated via a high secure platform [Link: http://www.klenkhoursch.de/social-media-crisis-training.html]. The team had to react to the individual developments of the crisis according to the corresponding situation. In cooperation with extras, radio and television stations (e.g. FFH, Rhein-Main TV and Hessischer Rundfunk), calls from journalists, emails and interviews were simulated. Moreover, Klenk & Hoursch representatives observed the whole process onsite.