APPENDIX I

One-Page Crisis-Response Playbook

Fill this in now, while you’re calm — because on the bad day, you won’t be. Keep it where you can find it in thirty seconds.

When something blows up, panic is the real danger — not the crisis itself. This page exists so that on your worst day, you follow the steps instead of your adrenaline. Fill in the blanks now, keep it somewhere fast to reach, and work it top to bottom if the moment ever comes.

The Five Moves

PAUSE — don’t post. Assess before you act. Write the angry reply if you must, then do not send it.

Ask: did I do something wrong? If YES → own it fast and sincerely (a clean, non-defensive apology). If NO → don’t feed it (go quiet and let it burn out).

Is the bar involved? If yes → call your owner BEFORE you post a single word.

Is it a real incident with people hurt? Stay silent publicly until you’ve talked to the owner and, if needed, a lawyer. Take care of the humans first. Call 911 for any immediate danger.

Lean on your real people, not the mob. Protect your head. Remember: it will pass, and faster than it feels.

Assess Before You Act — Gut Check

☐ How bad is this, really — honestly?

☐ Who’s actually upset — a real wave, or a loud few?

☐ Will it blow over on its own if I simply don’t feed it?

☐ Am I about to put this fire out — or fan it?

My Crisis Contacts

Owner / manager (name + number)

Trusted friend or coworker to call

Attorney (if I have one)

Immediate danger — 911

My Pre-Written Holding Line

A calm, honest line you can post to buy yourself time while you figure it out — write it now, before you need it. (Example: “I hear you. I’m looking into this and will follow up.”)

My holding line