Make-A-Wish

Foundation
Crisis Communication Plan - Spring 2015
Colin Coyne, Raquel Ugalde, Drew Fernandez, Briana Reyes,
Caeli Vanderstuyf

TABLE OF CONTENTS

Introduction

Crisis Identification

Vulnerability Analysis

Crisis Management Team

Key Publics/Stakeholders

Crisis Preparation and Prevention Plan

Media Audit

Social Media Strategy

Third Party Potential Supporters

10

Immediate Response Checklist

11-13

Communication Channels Worksheet

14

Key Messages Worksheet

15-16

Press Release Template

17

Organizational Backgrounder

18

Media Log Sheet

19

Crisis Team Contact Sheet

20

Evaluation of Crisis Plan

21-23

Introduction
The Make-A-Wish foundation strives to make life better for kids with life
threatening medical conditions. This powerful belief in making a difference in
the lives of children drives our organization to uphold our mission and plays a
large and essential role in the integrity and success of our everyday work.

What is Crisis Communications?

Crisis communications plays a vital role in the prosperity of our non-profit
organization and is an essential part of public relations. A crisis situation can
occur at anytime and therefore cannot be left to chance. Although
organizational crisis is haphazard and often unforeseeable, they can be
anticipated and dealt with using efficient, professional communication.
The Make-A-Wish crisis communication team exists and works to confront any
situations that may cause harm to our organizations mission and communicate
effectively with the public.

3
1!

Crisis Identification
At the time of a crisis, it is critical that the Make-A-Wish Foundation Board and
the Crisis Communication Team are immediately contacted. Crisis
Communications Manager is to be contacted to determine how to
communicate the messages to key publics, stakeholders, families, etc. The
varieties of crises possess different characteristics.

Vulnerability Analysis
In the table below, there are various types of crises Make-A-Wish may encounter. The
general types of crises are listed with a potential crisis. Each potential crisis is given a
number. The number given under likelihood represents the chances that the crisis may
happen and the number given under impact represents the severity of the crisis and
the damage it may inflict on an organization.

KEY: 1 being the lowest and 10 being the highest.

Types of Crises

Potential Crises

Likelihood

Impact

Human-Error
Accidents

Employees contact the wrong company for

specific wish grants

Malevolence

Kidnapping of wish kids

10

Malevolence

Scams revolving wish kids and donation

money

Workplace Violence

Harassment of wish kids and wish kid families

10

Rumors

Media outlets state we do not use donation

money for organizational/wish kid needs

Organizational
Misdeeds

Management using donation funds for

inappropriate needs (money laundering,
personal use)

10

Unexpected loss of
key leadership

Death or illness of CEO

Crisis Management Team

Crisis Communications Team Leader Colin Coyne
!
!
!
!
!

Create and develop multiple Make-A-Wish communication responses,

Collaborate with Make-A-Wish office of Public Affairs
Final approval on all publicly distributed information
Schedules all team meetings
Provide necessary resources and documentation for team member
duties

Assistant CCT Coordinator Raquel Ugalde

! Assists team leader with responsibility delegation
! Handles public and private inquiries about Make-A-Wish Foundation
! In CCTL absence, Assistant CCT Coordinator satisfies all duties and
responsibilities
! Works closely with the family liaison and the spokesperson to ensure
messages are clear, concise, and accurate
! Assists with media relations

Legal counsel/Advisor Drew Fernandez

! Legal advice on communications strategies
! Legal advice on messaging to Wish Kids, family members, media,
etc.
! Approve messages before release

Spokesperson Briana Reyes

! Works with CCTL and Assistant CCT Coordinator to publicly issue
statements to media
! Serves as lead for Make-a-Wish representative at press conferences

Family Liaison Caeli Vanderstuyf

! Organizes and establishes contact with family members to notify them
of any updates or information. (NOTE: Family members are to be
notified first before any media outlets!
! Coordinates interest groups to assist family in any way possible

Identifying with Stakeholders & Key

Publics
Throughout the crisis, it is imperative for the Crisis Communications Team
communicates with all of Make-A-Wishs key publics.

Staff and Key Volunteers

It is critical that all Make A Wish staff and volunteers are to be informed of
a crisis situation prior to them hearing about it through the media. In
doing so, there has to be a set plan for reaching out in the timeliest
manner.
Constituent Parties
These parties consist of children and their families, Board of Directors,
volunteers, sponsors, fundraising advocates, corporate advocates, and
corporate donors. It is important to keep these groups updated on the
current crisis situations; these groups are capable of helping improve the
current situation.
Media
The public is very influential in which word spreads quicker than any other
communication method. It is important to immediately contact media
supporters such as ESPN, MARC USA, NBC UNIVERSAL, HTC, and Dropbox.

Make-A-Wish grants the wishes of children with life-threatening medical

conditions to enrich the human experience with hope, strength and joy.
Whether it be with our customers, employees, or board of directors it is our
goal to maintain a highly effective communication system throughout
and after a crisis. In granting wishes, we portray themes such as honesty,
openness and integrity to ultimately benefit our community in every way
possible.

Crisis Preparation and Prevention Plan

Purpose: Situations can arise at unknown times, putting the Make a Wish Foundation
and reputation at risk. The focus is to sense the crisis before it hits through proactive
environmental scanning and correction.

Types:
! Issues Management Managing an issue involves attempts to shape how the
issue is resolved.
! Reputation Management Efforts designed to influence stakeholder evaluations
of an organization.
! Risk Management Represents attempts to reduce the vulnerabilities faced by
an organization.

Identifying sources to scan (Environmental Scanning):

Issues and reputation management emphasize external threats. Environmental
scanning must be implemented in order to keep track of changes and trends in the
environment, as well as events, and emerging social, political, and health issues.
All members should use this information solely to guide organizational decision making
to plot future actions.

Major news source

New York Times, Huffington Post, ABC News, NBC UNIVERSAL

Industry news
DogoNews, thekidsnews

Distributers
Look up previous purchases to analyze trends in corporate donations.

Customers
Conduct a focus group to determine what will keep a donor loyal to The Make a
Wish Foundation

Employees
Provide focus group that determines trends with key media sponsors.

Monitor Coverage Keep track of the positive, negative, and neutral news about
the organization.

Media Audit
If a crisis occurs, the chart below displays the various media outlets that
would cover the crisis:
News
Outlet:

Medium:

E-mail:

Phone:

NY Times

Newspaper

advertising@nytimes.com

888-698-6397

Huffington
Post

Newspaper

scoop@huffingtonpost.com

800-974-0992

Chicago
Tribune

Newspaper

shaimurphy@chicagotribune.com

312-222-2315

LA Times

Newspaper

news@latimes.com

213-237-5000

Washington
Post

Newspaper

news@washingtonpost.com

202-334-6000

Fox News
Channel

Television

comments@foxnews.com

212-301-3000

ABC News

Television

netaudr@abc.com

212-456-7777

CNBC

Television

info@cnbc.com

201-585-2622

CNN

Television

news@cnn.com

404-827-1500

Healthy
Cells
Magazine

Magazine

dave@molleck.com

309-681-4418

Associated
Press

News
Organization

info@ap.org

212-621-1500

Social Media Strategies

Social media has become a very useful tool for solving crisis. In order to guarantee that
all inquiries are responded to, we will use several different types of Social Media.
We will create a highly trained social media team. Our social media outlets will include.
!
!
!
!

Wish.org
Facebook
Twitter
Instagram

Make-A-Wish Website: Make-A-Wish websites home page will advertise the

campaign Impact of a wish. In time of a crisis, the home page will feature numerous
photos of our Wish Kids standing along side our CEO. Along with unleashing our CEO
we will deliver our message on the websites front page in a timely manner. Those who
are devoted supporters of the Make-A-Wish Foundation will be provided with a direct
and reliable source of information.

Facebook: Make-A-Wish will not respond to each comment via Facebook. Instead,
our crisis communications team will actively post statuses in relation to the bigger
picture of the crisis. Our statuses will directly communicate with those who are loyal to
our organization and will therefore play a key role in updating our publics with the
matter at hand.

Twitter: On the official Make-A-Wish Twitter account we will be actively scanning

trends in the media that could cause harm or threat to our organization. Our crisis
communications team recognizes how powerful of a medium Twitter can be to the
public and therefore we will respond to any negative hashtags with a sense of urgency.
In order to prevent the dissemination of misleading information from having a snowball
effect over Twitter we will release a rival campaign with a hashtag of our own. Our
hashtag will also promote The Make-A-Wish Foundations mission and the core beliefs,
which founded our organization.

Third Party Supporters

Disney
10000 Lake Buena Vista
Orlando, FL 32830
!

(407) 824-2222

!
Macy's
7 West Seventh Street
Cincinnati, OH 45202

! Each Year Macy's celebrates

their "Believe" Campaign.
! This Campaign encourages
children to write letters to
Santa.
! For each letter Macy's
receives, they donate $1 to
the Make-A-Wish Foundation,
up to $1,000,00

(513) 579-7000

Chi Omega Sorority

3395 Players Club Parkway
Memphis, TN 38125

! In 2002, Chi Omega

established the Make-A-Wish
Foundation as their national
philanthropic charity.
! Since then Chi Omega raised
over 12.9 million dollars

(901) 748-8600

Allegiant Airlines
8360 South Durango Drive
Las Vegas, NV 89113

! Allegiant provides travel to

several wish kids and their
families.
! They provide wish kids with a
send off party before they
board the plane.
! A common wish is to meet a
famous athlete.
! ESPN helps this wish come
true and provides media
coverage of the wish.

(702) 851-7300
ESPN
500 South Buena Vista Street
Burbank CA 91521
(818) 560-1000

! One of the most common

wishes is to visit Disney World.
! Disney World gives special
accommodation and VIP like
treatment to wish children
while visiting Disney.
! Disney helps sick children and
their families momentarily
forget about their illnesses.

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Immediate Response Checklist

When presented with a crisis, organizations must keep constant communication
with internal and external publics. Having consistent communication with
employees as well as consumers, key stakeholders and community members
contributes to effective crisis management.
Another important factor is having a quick and timely response that can
facilitate backlash and prevent a crisis from spreading.
Make A Wish Foundations quick response plan will guide the organization
throughout a crisis from determining the type of crisis, strategic communication
messages, and who should respond. While no crisis is the same, this 5 step plan
acts as a guideline for all parties involved.

Identify

Notify

Develop

Release

Monitor

Immediate Response Steps:

1.
2.
3.
4.
5.

Identify the crisis at hand

Notify key communicators
Develop communication messages
Release messages to the publics
Monitor the crisis

Note: Steps 1-5 should be repeated throughout crisis response to ensue publics
receive the most current and factual information.

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Identify the Crisis

In order to have effective crisis management, the first step is to identify the crisis
and determine the essential elements of the situation which include who, what,
when, where, why, how. When identifying the crisis it is important to gather all of
the facts to the best of your knowledge so that you are aware of the situation at
hand.
What happened during the crisis and what actions need to be taken?
Where did the crisis occur?
When did the crisis take place?
Who is affected by the crisis and who needs to be involved in the
response?
How did the crisis start?
Why did the crisis evolve?

Notify Key Communicators

The next step is to notify key communicators. During a crisis the Crisis
Communication Team should be notified first so that they can help assess the
situation and evaluate appropriate responses. At this time in the crisis
employees should:
Contact the Crisis Communication Manager
Continue to keep appropriate staff up-to-date
Keep in consultation with appropriate government and legal authorities
Begin to inform internal stakeholders and audiences

Develop Communication Messages

After identifying the crisis and determining who needs to responds,
communication messages are developed to share information with the public.
All critical information should be communicated to both internal and external
publics. Response strategies should also be created and prepared if any
potential questions should arise.
Begin to create message that you could release to public in response to
their questions
Coordinate with responding agencies to coordinate release of
information
Have a designated media spokespersonRelease Messages to the Publics
After the Crisis Communication Manager has approved the messages to release
to the public, the team should address the crisis by providing the spokesperson
with a script of key messages to make available to media. While releasing

12

information to the media, it is important to keep in mind to monitor social media

site. The team should also follow up on the media while keeping public inquiries
in mind.

Monitor the Crisis

After messages are released from the Crisis Communication Team, they should
keep interaction and communication open beyond the crisis. It is also important
to monitor media mentions as well as public feedback to ensure crisis
management success.
Monitor media coverage
Continue to updating factual information to publics
Advise media employees and stakeholders of new developments
Evaluate effectiveness of plan

13

Communication Channels Worksheet

When communicating a message through a communications channel, it is
important to keep in mind which audience should be reached. When reaching
an audience, it is necessary to also evaluate which channel would be the most
effective and which channel would be the most time appropriate. The
communication channel may vary from crisis to crisis.

Communications Channel

Audience
General Public

! Effective: Press release

! Time Appropriate: Social media

Community Members

! Effective: Letter or Email

! Time Appropriate: Phone call

Local & National Media

! Effective: Press conference

! Time Appropriate: Press release

Donators

! Effective: Letter or phone call

! Time Appropriate: Email or
phone call

Internal Communications

! Effective: Email or letter

! Time Appropriate: Email or
phone call

Emergency Officials

! Effective: Phone call

! Time Appropriate: Phone call

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Key Messages Worksheet

This key message worksheet should be used to develop strong messages to deliver to
the publics in an effective way. It should include sturdy foundational facts that will help
communicate information during a time of crisis.
Important factors to be mindful about while writing key messages:
! The situation at hand
! The concern
! The public
Key Message 1:___________________________________________________________
________________________________________________________________________
! Support 1.1:________________________________________________________
_____________________________________________________________________
! Support 1.2:________________________________________________________
_____________________________________________________________________
! Support 1.3:________________________________________________________
_____________________________________________________________________

Key Message 2:___________________________________________________________

________________________________________________________________________
! Support 2.1:________________________________________________________
_____________________________________________________________________
! Support 2.2:________________________________________________________
_____________________________________________________________________
! Support 2.3:________________________________________________________
_____________________________________________________________________
Key Message 3:___________________________________________________________
________________________________________________________________________
! Support 3.1:________________________________________________________

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_____________________________________________________________________
v Support 3.2:________________________________________________________
_____________________________________________________________________
v Support 3.3:________________________________________________________
_____________________________________________________________________

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Press Release Template!

NOTE: All press releases should still be in proper press release format this is a guideline for what
information should be contained and how it should be written up.
This content example borrowed from the National Mining Association.
FOR IMMEDIATE RELEASE
Contact Name: ______________________________
Contact Phone Number: ______________________
Contact Email Address: _______________________
Headline
One sentence, 7-10 words, that describes the major point of the release:

City __________________________, (Date)

Message of Empathy/Caring (if appropriate):

Main Paragraph
Quickly answers the Who, What, Where, When and Why of the story:

Who is affected:
What is going on:
Where is this taking place:
When did this occur:
Why is this important:

(more)
Quote (key points can be made within quotes)
From a pre-determined spokesperson. Quote should say what actions we will be taking, telling
people what actions they should be taking, or voicing compassion and concern.

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!
Make'A'Wish!Foundation!
847!College!Ave!
Los!Angeles,!California!00000!
847'912'3940!
!

Backgrounder
FOR!IMMEDIATE!RELEASE! !
Apr.!25,!2015!!
!
!

!
!

!
!

FOR!MORE!INFORMATION,!CONTACT:!!!
!
!
!
Raquel!Ugalde!
Assistant!Crisis!Communications!Leader!
847'912'3940!
rugalde@makeawish.org!
!
Make'A'Wish!Foundation!
!
The!Make'A'Wish!Foundation!is!a!non'profit!organization!dedicated!to!providing!

individual,!special!experiences!to!children!battling!life'threatening!diseases.!!
!

Make'A'Wish!was!founded!in!1980.!!Currently,!the!Make'A'Wish!national!office!and!

founding!chapter!is!located!in!Phoenix,!Arizona.!There!are!61!chapters!located!throughout!
the!United!States!and!38!affiliate!offices!that!serve!in!operating!and!assisting!45!other!
countries.!!
!!!

There!are!specific!policies!and!guidelines!for!children!to!be!eligible!to!receive!a!

wish.!First,!the!child!must!be!referred!by!a!medical!professional!who!is!in!charge!of!treating!
the!child,!a!parent!or!legal!guardian,!or!by!the!potential!wish!child.!A!child!with!a!life'
threatening!medical!condition!who!is!between!the!age!of!2!!and!18!at!the!time!of!their!
referral!is!potentially!eligible!for!a!wish.!A!childs!physician!makes!the!ultimate!decision!on!
whether!or!not!the!child!is!medically!eligible!for!a!wish,!which!is!based!off!of!the!medical!
criteria!that!has!been!established.!!
!

Each!Make'A'Wish!chapter!follows!a!specific!protocol!when!granting!a!childs!wish!

while!working!closely!with!the!childs!physician!and!family.!!

###!

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Media Log Sheet

!
Crisis Situation
_____________________________________________________
Date___________________________
Make-A-Wish Event___________________________
Message for
_____________________________________________________________
Date/ time of call

Caller
_____________________________________________________________
Phone number(s)
_____________________________________________________________
Media Outlet/ Name
___________________________________________________________
Return Call by/ Deadline
_____________________________________________________________
_____________________________________________________________
____________________________________________

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Crisis Team Contact Information

Make-A-Wish America
4742 N. 24th St.
Suite 400
Phoenix, AZ 85016
Phone: 602-279-9474
Fax: 602-279-0855

Colin Coyne
Crisis Communications Team Leader
(708) 341-5167

Raquel Ugalde
Assistant Crisis Communications Team Leader
(847) 912 3940

Drew Fernandez
Legal Counsel/ Advisor
(847) 744-0040

Briana Reyes
Spokesperson
(847) 471-2936

Caeli Vanderstuyf
Family Liaison
(630) 995-5799

!
!

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Testing and Evaluation of Crisis Plan

In order to analyze the specific crisis, the crisis management team must
schedule a meeting and discuss the events and details. To properly test the
crisis, the crisis management team must undergo monthly trials of a false crisis to
properly execute the crisis plan.

To appropriately discuss the events and details of the crisis, the meeting follows
accordingly. The crisis management team leader and assistant crisis
management team leader give a brief overview of the current crisis. The crisis
management team leader and assistant will distribute the following forms to
ensure organization of details. The team lists stakeholders and companies
involved. The team must evaluate the crisis type, prior history and reputation
relationships with stakeholders or companies listed. Vulnerability analysis is
executed, giving the crisis management team a sense of likelihood and impact
of the certain crisis. The media must be contacted in order to efficiently
communicate and portray the accurate message Make-A-Wish is trying to get
across.

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Name:
Date:

Brief description of crisis:

Crisis type:
Likelihood Rating

Impact Rating

Stakeholders Involved in Crisis

(Please attach history with stakeholders, if applicable)
Stakeholders

Stakeholders Information

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Necessary Media to Contact

Media Outlets

Contact Information

What were your specific responsibilities for this crisis?

What was the time frame of crisis notification to execution of an effective crisis
management plan?

Were necessary actions taken?

What actions would you implement for future crises?

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TABLE&OF&CONTENTS!
PART II
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Crisis Type.....26
Crisis Response Strategy...27
Press Release on Crisis..........28
Key Messages..29
Social Media Strategy...30
References....31

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Crisis Type & Victim Cluster

This problem started off as an issue that eventually developed into a crisis.
The Community and Donor Relations Assistant wrote a fake memo to a
friend in which she detailed how she personally, wished they could pick
families. This started off as an issue because it was mostly internal and
remained within our organization. When the New York Times got ahold of
the memo it turned into a full-blown crisis.
The story titled Picking Wish Kids: Photogenic Parents Important,
headlined the Friday front page and has since gained negative attention
throughout the media. Specifically, the Twitter hashtag #toofatforawish
began trending as soon as the story was released. The story highlighted
false and unethical information about selection process when choosing
Wishing Kids. The story has affected the families of children with lifethreatening medical conditions; the faithful donors who believe in the
benefits of our organization; and most of all, the children who still have
hope.
!

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!
Crisis Response
!
In this crisis, Make-A-Wish should initiate multiple crisis response strategies. The
diminishment strategies, rebuilding strategies and bolstering strategies would be
the greatest response tactics. Diminshment strategies utilized could be excusing,
denying any intention to do harm and that the organization had no control over
the personal notes received between the assistant. Rebuilding strategies
improve the organizations reputation and a specific rebuiliding strategy MakeA-Wish should engage in is creating a national apology. It allows the
organization to accept responsibility for the crisis.

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FOR IMMEDIATE RELEASE

MAKE-A-WISH FOUNDATION
CONTACT NAME: Colin Coyne
MEDIA CONTACT: 800-629-3666
Colin.coyne@worldwish.org
CEO from Make-A-Wish Foundation Speaks About New York Times Article
The Make-A-Wish Foundation supports any child with a life-threatening disease and is in no way prejudice nor
judgmental when selecting Wish Kids

PHEONIX, June 5, 2015- The New York Times Friday headliner Picking Wish Kids: Photogenic
Parents Important is a detrimental misrepresentation of our organizational mission and inaccurately
describes our process of selecting Wish Kids. The article was written based off a private memo
exchanged between an employee and an outside source. Since the leaking of the memo, the article has
garnered extreme criticism and negative attention throughout media outlets nationwide.
Currently, we are conducting an internal investigation of the details surrounding the incident before we
take further action. Our organization is comprised of loyal employees who strive to promote strong
morals and values in order to instill hope in any child with a life-threatening medical condition. Any
Make-A-Wish foundation employee found related to the matter will be dealt with accordingly and
terminated. This decision has been made based upon a failure to uphold our organizations core beliefs
while causing major harm to our overall mission.
The Make-A-Wish Foundation is committed to connecting any child with a life-threatening medical
condition to their dreams. We do not assess our Wish Kids based upon looks, weight, or any other
personal characteristics. Since our formation as a non-profit organization in 1980 we have upheld the
same morals and values, which emphasize non-biased practices during our Wish Kids selection process.
Although there are qualifications a child must meet in order to receive benefits from our organization;
those qualifications are not based upon the appearance or characteristics of the individual.
To elaborate, in order to qualify for a Wish, a child must be between the ages of 3 and 17. Then, the
childs physician is given the power that ultimately decides whether or not the child is eligible. This
process is in no way prejudice or judgmental towards the traits of our Wish Kids or their guardians.
On behalf of The Make-A-Wish Foundation, I would like to apologize to any harm done to the families
and children who believe in our mission and the faithful donors who have supported consistently
supported us. During this time we ask the public to maintain the devoted support we have received since
our organization was founded. The loyalty of the public will continue to instill hope in the lives of
children with life-threatening medical conditions.
We will be working diligently until our internal investigation brings truth to the matter. For more
information on the Make-A-Wish Foundation please visit our website: http://wish.org

###

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Key Messages & Talking Points

1) We sincerely apologize for this unfortunate circumstance and assure you
that we have taken complete control of the situation. We dont have all
of the answers yet, but in our commitment to complete transparency, we
will keep you informed. Our internal procedures and protocol is being
reviewed to ensure this type of situation will not happen again. The
employee who wrote the fake memo is no longer employed at Make-AWish.
2) The reputation of the Make-A-Wish organization speaks for itself. Since its
inception in 1980; more than 254,000 wishes have been granted, making it
one of the worlds leading childrens charities. We are proud to partner
with corporations and organizations that exemplify leadership and the
support we receive from communities and individual donors is a clear
indication of our integrity.
3) We want to assure you that Make-A-Wish is committed to the vision of
granting the wish of every eligible child and that the eligibility
consideration process is the same for every child. We have never and
will never have any type of vetting process for selecting wish children.

4)

Make-A-Wish America is proud of the way it manages and safeguards

the generous contributions from individual donors, corporations and other
organizations. Our annual reports and audited financial statements are
viewable on our websiteyet another indication of our dedication to
complete transparency#

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Social Media Strategy

Specifically in the event of a harmful and viral trend, via twitter, our crisis
communication team will release a new hashtag to accommodate the publics
affected by this crisis. On the official Make-A-Wish Twitter account we will be
actively scanning trends in the media that could cause harm or threat to our
organization. Our crisis communications team recognizes how powerful of a
medium Twitter can be to the public and therefore we will respond to any
negative hashtags with a sense of urgency. In order to alleviate the damage
done from previous hashtags, Make-A-Wish has created a media campaign
called The Impact of a Wish. This campaign is intended to help the media
focus on how a wish can greatly impact the life of a child who is suffering from a
life-threatening illness and not on the physical appearance of the wish family
selected for media purposes.
The hashtag #impactofawish will be shared on each Make-A-Wish Social
media account to prevent dissemination of misleading information. Several wish
stories will be published and shared via social media including images of wish
parents. The images used would provide evidence that Make-A-Wish does not
focus on the physical appearance of a parent when choosing a family, but it
does focus on the overall impact that the wish had on the childs life. Our
hashtag will also promote The Make-A-Wish Foundations mission and the core
beliefs which founded our organization. While releasing information to the
media, we will also closely monitor the social media site while keeping public
inquiries in mind.

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References
Chicago Tribune contacts. (n.d.). Retrieved April 30, 2015, from
http://www.chicagotribune.com/about/chi-newspaperemail-htmlstory.html
Make-A-Wish America: Current Sponsors. (n.d.). Retrieved April 30, 2015, from
http://wish.org/ways-to-help/sponsorships/current-sponsors
Make-A-Wish America: Media Supporters. (n.d.). Retrieved April 30, 2015, from
http://wish.org/about-us/making-a-difference/supporters/media-supporters
New York News Media Contact List. (n.d.). Retrieved April 30, 2015, from
http://www.nytix.com/Links/TV/articles/newsmediacontacts.html
Coombs, W. (2015). Chapter 8: Crisis Response. In Ongoing Crisis
Communication: Planning, Managing, and Responding. Thousand Oaks,
California: Sage Publications.

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