Dallas/Fort Worth International Airport Public Affairs

1. Dallas/Fort Worth International AirportPublic Affairs Briefing for U.S. State Department Communicators Ken Capps, APR Vice President of Public Affairs April 2009

2. Public Affairs Mission • Build credibility for Airport mission by promoting assets and successes • Fortify DFW’s industry-leading position by promoting thought leadership • Create local support and advocates through community outreach • Improve transparency through communications innovation • Protect DFW’s reputation through crisis and issues management

3. Media Relations Interviews/Messaging Story Placement Press Releases Media Events Community Relations Owner Cities Program (Signs/Banners) Scholarship Programs Educational Events Public Contact (Tours/Fairs) Communications Annual Report/E-Newsletters Switchboard Daily Media Clips DFW Public Affairs: How We Do It

4. Why We're Successful • Long-standing credibility with news media – local to international • Former journalists who understand deadlines • Quick turn on stories, photos, facts • 24/7 response • Strategic Thinking and Planning • Anticipate stories and trends • Collaborate and partner easily • Prepare contingencies • Big, bold programs that support strategy • Outreach to Community and Constituents • Relationships with key business and community groups • Focus on aviation and education initiatives • Serve as epicenter of Dallas-Fort Worth joint efforts

5. Our Mantra • Quick communication is essential • Be strategic in response • Be transparent • Protect sensitive details • Be consistent • Demonstrate empathy, customer care and Airport professionalism

6. Our Key Rules • All media requests for information and interviews go through Public Affairs • DFW executives prepped by Public Affairs for all interviews • Public Affairs staff present at all interviews • All media releases and advisories sent by Public Affairs • No hiding behind “No Comment”

7. Department Awards & Recognition • Public Affairs is honored by the South Central Regional Chapter of the International Association of Vehicle Theft Investigators for its support and dedication to their 2007 Conference • Ken Capps, Vice President of Public Affairs for DFW, is named to ‘Final Four’ of PR Week PR Professional of the Year 2008 • The Airport’s 2007 DFW Annual Report ‘The Very Best for Our Passengers’ wins a Bronze award in the 2008 League of American Communications Professionals (LACP) Spotlight Awards’ “Print, Video and Web Communications” competition • DFW Public Affairs wins the 2008 LACP Magellan Award for Crisis Communications during the MD-80 grounding

8. Strategic Communications Platform • International Focus • Regional Economic Benefit and Impact • Industry Thought Leadership • Support every DFW Department’s business efforts “We are a business, not a bureaucracy.” DFW CEO Jeff Fegan; British Airways CEO Willie Walsh; and DFW EVP Joe Lopano at the Heathrow service announcement in London

9. International Focus • U.S. - E.U. Open Skies Agreement • London Heathrow Service • KLM/Amsterdam Inaugural • Shanghai Airport Authority Relationship • Founders Plaza Grand Re-Opening Shanghai Airport Authority announcement in China DFW CEO Jeff Fegan and Olympic Medalist Carly Patterson and the Founders Plaza Grand Re-Opening

10. Regional Economic Benefits and Impact • International Air Service and Cargo • DFW as “Airport City” – Commercial Development • Airport Business Opportunities – M/WBE • Sustainability/Environmental/Energy • Natural Gas Exploration Bill and Adelpha Callejo at the first Chesapeake Energy ‘spudding’

11. Industry Thought Leadership • Editorial opportunities • Speeches • Presentations • Talking points and interview messaging • Support every Department’s business efforts

12. Community Outreach • Owner Cities Sign/Banner Program • Welcome Home a Hero/R&R/USO • Friends of DFW – former Board members • Community Educational/Outreach Events • International Essay Contest • Holiday Helpers

13. Communications Innovations • Use of blogs and website for reputation management • Communicate directly to public • Expanded new media capabilities • PAD website assets and capabilities – podcasting • Web releases for irregular operations – communicate directly with passengers • DFW Communiqué • Sent to targeted DFW CEO list

14. Reputation Management • Weather delays • MD-80 inspections • Executive and Board travel • Executive compensation • Valet Parking controversy

15. Public Affairs Deliverables • Annual Report – CD and Online • Quarterly “Dashboard” Reports to Board • Board Briefs • Weekly Activity Report to CEO • Business Diversity Development Department Annual Report • Annual Executive Media Books and Coverage Summary • Executive Communications

16. “Other Duties As Assigned” • Media Assists • Fallen heroes (police officer, firefighter, troops) • Olympian Nastia Liukin • Film production requests • Respond to passenger/general public communication • Airport Switchboard • Forward complaints for resolution • Respond to web queries • Host high level, international government and business leaders • Canadian Advanced Leadership Program delegation • Singapore Air Force and Airport Operations team delegation • Uruguayan Airport officials

17. FY 2008 Highlights • More than 35 events held • Media Coverage • Broadcast: 4891 • Electronic: 4378 • Magazine: 382 • Newspaper: 5097 • Other: 2512 TOTAL: 17,260

18. Issues, Challenges, Opportunities • Highlight DFW success in tough economic times • Engage critical reporters • Fight fire with facts • Keep Board informed • Keep advocates and stakeholders informed • Focus messaging around new strategic plan

19. What's Ahead • Delivery of DFW Annual Report – “Connecting the World” • Madrid Inaugural • New service on American Airlines • Departure ceremony • Media events – DFW and Madrid • Host International Consul Corps for DFW business briefing • NBA All-Star Game and Super Bowl communication planning • Manage/mitigate continued media scrutiny of executive compensation

20. Finals Thoughts • “Ken Capps and his staff at Dallas/Fort Worth International Airport… were always among my favorites to work with. Why? They were all former journalists and structured their operations in ways that warm the heart of a reporter wanting access and needing quick deadlines filled.” Benet Wilson, in her goodbye to the Aviation Week Towers & Tarmacs Blog. Wilson will be moving from her general aviation airports beat to the business aviation team at Aviation Week • “In response to [Texas Tech Coach Mike] Leach calling DFW a ‘confusing mess,’ the Airport sent an open invitation to the coach in what seems to be a bit of PR genius.” Chuck Carlton, blogger for Dallas Morning News College Sports Blog • “DFW officials are clearly focused on customer service. They take extra steps such as providing live entertainment during the busiest travel days and making the best of a bad situation when the inevitable massive delays hit (like providing cots to sleep on and things like diapers and baby formula for those who need them). Customer service is a never-ending task for DFW, just as it is for every business. Sometimes Mother Nature shakes things up with some bad storms. Sometimes other challenges arise.” Editorial, Fort Worth Star-Telegram