2014 NTSOC Playbook

8/18/2019 2014 NTSOC Playbook

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OPERATIONS CENTER

PLAYBOOKPhone and Email Tips (Sample Conversation) 2

Key Messages and Discussion Starters 3

NORAD Tracks Santa History 4

How NORAD Tracks Santa 5

Common Questions and Answers 6

2014 Program Contributors 10

Country Tracking Sheet 11

“ Gems” Tracking Sheet 13

If contacted by a media organization, refer them to the media center at:(719) 556-1910 or (719) 556-5128

Please do NOT conduct any interviews over these phone lines.

Please do NOT make outgoing phone calls from these phones.

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**PHONE AND EMAIL TIPS**

Feel free to talk to the caller, embellish, and most of all, have a good time! Because ofthe high volume of calls we receive, please try to keep your conversations short.

Also, remember that you are representing the North American Aerospace DefenseCommand (NORAD) and the NORAD Tracks Santa program; therefore, please do not commit Santa to bringing any particular gift!

**SAMPLE CONVERSATION**

Please use the following script when answering the phone.

Hello, NORAD Tracks Santa! This is _____ [rank/name]. How may I help you?

Where is Santa?

According to our NORAD Radars and Satellites, Santa is currently located in _______.[look at map]. He should be in ___________ very soon!

When wi ll Santa be at my house?

Only Santa knows when he will arrive at your house. We do, however, know Santaarrives only when children are asleep! It seems Santa typically arrives between 9 p.m.and midnight. If children are still awake when Santa arrives, he moves on to otherhomes. He does return later…but only when children are asleep!

Can I track Santa online?

Yes! Check out the NORAD Tracks Santa website at www.noradsanta.org! You canalso track Santa on Cesium (3D) and Bing Maps (2D), OnStar, Facebook, Google+,Twitter and on our official mobile apps.

• The apps are available for iPhones, Android phones, Windows Phones, andWindows 8 tablets.

• All apps are free!

(Other Questions: See Questions/Answers section)

Thanks for calling! All of us here at NORAD wish you Happy Holidays!

End of Call

Note: Don’t forget to ask the person where they’re contacting you from. And write downany “Gems” you hear from callers – anything funny, heartfelt or interesting!

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**KEY MESSAGES**

Our ultimate goal is to provide good will and cheer during the holiday season. Outreachshould focus on NORAD’s role in helping Santa have a safe journey.

NORAD conducts a special mission on Dec. 24 – tracking Santa across the globe.We strive to ensure Santa experiences safe travels during his yuletide journey.

With our trusted partners, NORAD defends North America by: outpacing all threats,maintaining faith with our people, and supporting all during times of greatest need.

WE HAVE THE WATCH, Santa!

**DISCUSSION STARTERS**

NORAD has confirmed the vehicle being pulled by all nine reindeer is in fact Santa’s

sleigh. The sleigh is extremely full!

NORAD’s radars have a firm lock on the glowing object moving quickly across theskies and can confirm that it is Rudolph’s bright red nose.

Santa looks pretty chubby in his sleigh. He must really enjoy his snacks! Did youleave a snack for Santa? Do you know what reindeer eat? I heard they love carrots!

We see plenty of toys and gifts in his sleigh! Were you good this year?

Santa must be a great pilot! He has flown for centuries and, as far as we know, hehas never run into anything.

NORAD has special Santa Cams that are used only once a year during the holidays.These Santa Cams take videos of Santa as he flies around the world! If you want tosee them, go to the web site, www.noradsanta.org and look at the map to see wherehe’s been spotted so far.

Important notice to all kids around the world: After nearly 60 years of trackingSanta, we do know Santa only comes to homes where children are asleep. Maybe itis time to go to bed! NORAD will keep tracking Santa until he finishes his trip.

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**NORAD TRACKS SANTA HISTORY**

On December 24, 1955, a call was made to the Continental Air Defense Command(CONAD) Operations Center in Colorado Springs, Colo. However, this call was not fromthe President or a general, it was from a young child in Colorado Springs, Colo., who

was following the directions from a department store advertisement printed in the localnewspaper – the youngster wanted to know the whereabouts of Santa Claus.

The ad said, “Hey, Kiddies! Call me direct and be sureand dial the correct number.” However, the number wasprinted incorrectly in the advertisement and rang into theCONAD operations center.

On duty that night was Col Harry Shoup, who has cometo be known as the ―Santa Colonel. Col Shoup receivednumerous calls that night and rather than hanging up, he

had his operators find the location of Santa Claus andreported it to every child who phoned in that night.

Thus began a tradition that rolled over to the North American Aerospace Defense Command (NORAD) whenit was formed in 1958. Today through satellite systems,

high-powered radars and jet fighters - Canadians and Americans track Santa Claus ashe makes his Yuletide journey around the world.

Hundreds of volunteers man telephone hotlines and computers to answer calls and e-mails from children (and adults) from around the world every December 24th. Liveupdates are provided via the NORAD Tracks Santa Web Site (in eight languages), overtelephone lines, and via e-mail to keep curious children and their families informedabout where Santa really is and if it‘s time to get to bed.

NORAD Tracks Santa has become a truly, magical and global phenomenon, delightinggenerations of families everywhere.

To track Santa with NORAD, log onto the Website at www.noradsanta.org.

Colonel Harry Shoup passed away March 14, 2009.

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**HOW NORAD TRACKS SANTA**

Radar

It all starts with the NORAD radar system called the North Warning System. This

powerful radar system has 47 installations strung across Canada's North and Alaska.NORAD makes a point of checking the radar closely for indications of Santa Clausleaving the North Pole every December 24. The moment our radar tells us that Santahas lifted off, we begin to use the same satellites that we use in providing warning ofpossible missile launches aimed at North America.

Satellites

These satellites are located in a geo-synchronous orbit (that’s a cool phrase meaningthat the satellite is always fixed over the same spot on the Earth) at 22,300 miles abovethe Earth. The satellites have infrared sensors, meaning they can see heat. When a

rocket or missile is launched, a tremendous amount of heat is produced - enough for thesatellites to see them. Rudolph's nose gives off an infrared signature similar to a missilelaunch. The satellites detect Rudolph's bright red nose with no problem.

SantaCams

The third system we use is the Santa Cam. We began using them in 1997 - the year weput our Santa tracking program on the Internet. NORAD Santa Cams are ultra-cool,high-tech, high-speed digital cameras that are pre-positioned at many places around theworld. NORAD only uses these cameras once a year – December 24. We turn thecameras on about one hour before Santa enters a country then switch them off after wecapture images of him and the Reindeer. We immediately download the images ontoour website for people around the world to see. Santa Cams produce both video andstill images.

Jet Fighters

The last system we use is the NORAD jet fighter. Canadian NORAD fighter pilots, flyingthe CF-18, take off out of Bagotville, Quebec and welcome Santa to North America.Then, at numerous locations in Canada, other CF-18 fighter pilots escort Santa. Whilein the United States, American NORAD fighter pilots in either the F-15s, F16s or F-22sget the thrill of flying with Santa and the famous Reindeer - Dasher, Dancer, Prancer,Vixen, Comet, Cupid, Donner, Blitzen and Rudolph. Even though Santa flies faster thanany jet fighter (Santa actually slows down for us to escort him), all of these systemstogether provide NORAD with a very good, continuous picture of his whereabouts.

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**COMMON QUESTIONS AND ANSWERS**

Please use the Q’s/A’s below to address any questions you may receive. If you areever in doubt about an answer, request help from a Public Affairs Officer on duty.

**NEW for 2014**Q1. Are NORAD and Google in competi tion for Tracking Santa?

A1. Imitation is the greatest form of flattery. NORAD has been tracking Santa since1955 using our military radars, satellites and jets. NORAD is only concerned withproviding the very best possible, fun, family friendly experience for our Santa Trackers.

Q2. Why is does your map show Santa in a different location than he is onGoogle Earth?

A2. Santa moves quickly, and we’re confident that our data showing Santa’s location iscorrect. Through nearly 60 years of Santa tracking, we’ve developed the militarytechnology and expertise to pinpoint Santa’s exact location.

Note: NORAD is using Bing maps and Cesium technology to track Santa in 2D and3D. Refer users to www.noradsanta.org to view the map of Santa’s journey.

Q3. Why is NORAD using fighter aircraft to escort and track Santa? A3. NORAD has been tracking Santa since 1955 and we have always used our militaryfighters jets, radars and satellites. This is not new to the program. NORAD is a U.S. andCanada bi-national command with the mission of homeland defense for North America.

Q4. Did Santa get permission to f ly through China and Korea? A4. As a goodwill Ambassador, Santa flies all over the world without any issues.

Q5. Will Santa get shot down i f he flies over the Ukraine? A5. As a goodwill Ambassador, Santa flies all over the world without any issues.

Q.1 How long has NORAD been tracking Santa? A.1 NORAD’s predecessor, the Continental Air Defense Command (CONAD), begantracking Santa in 1955. NORAD replaced CONAD in 1958 and took over the mission oftracking Santa’s flight around the world every year! This is our 59

th year of tracking

Santa!

Q.2 Why does NORAD track Santa?

A.2 Twenty four hours a day, 365 days a year, NORAD tracks airplanes, missiles,space launches and anything else that flies in or around the North American continent,among other very important missions. While the tradition of tracking Santa began purelyby accident, NORAD continues to track Santa. We’re the only organization that has thetechnology, the qualifications, and the people to do it. And we love it! NORAD ishonored to be Santa’s official tracker!

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Q.3 When wil l Santa arrive at my house? A.3 NORAD tracks Santa, but only Santa knows his route, which means we cannotpredict where and when he will arrive at your house. We do, however, know fromhistory, that Santa arrives only when children are asleep! In most countries, it seemsSanta visits homes between 9 p.m. and midnight on December 24. If children are still

awake when Santa arrives, he moves on to other houses. He returns later…but onlywhen the children are asleep!

Q.4 What route does Santa travel? A.4 Santa usually starts at the International Date Line in the Pacific Ocean and travelswest. So, historically, Santa visits the South Pacific first, then New Zealand and

Australia. After that, he shoots up to Japan, over to Asia, across to Africa, then ontoWestern Europe, Canada, the United States, Mexico and Central and South America.But keep in mind, Santa’s route can be affected by weather, so it’s really unpredictable.NORAD coordinates with Santa’s Elf launch staff to confirm his launch time, but fromthat point on, Santa calls the shots. We just track him!

Q.5 Does Santa visit everyone (i.e. Afghanistan, Israel, non-Christian countr ies)? A.5 Indeed! Santa visits all homes where there are children who believe in him.

Q.6 How can Santa travel the world within 24 hours? A.6 NORAD intelligence reports indicate that Santa does not experience time the waywe do. His trip seems to take 24 hours to us, but to Santa it might last days, weeks oreven months. Santa would not want to rush the important job of delivering presents tochildren and spreading joy to everyone, so the only logical conclusion is that Santasomehow functions within his own time-space continuum.

Q.7 Is there a Santa Claus? A.7 Historical data and nearly 60 years of NORAD tracking information lead us tobelieve Santa Claus is alive and well in the hearts of people throughout the world.

Q.8 How old is Santa? A.8 It’s hard to know for sure, but NORAD intelligence indicates Santa is AT LEAST 16centuries old.

Q.9 What does Santa look like? A.9 Based on flight profile data gathered from nearly 60 years of NORAD's radar andsatellite tracking, NORAD concludes that Santa probably stands about 5 feet 7 inchestall and weighs approximately 260 pounds (before cookies). Based on fighter-aircraftphotos, we know he has a generous girth (belly), rosy cheeks from sleigh riding in coldweather, and a flowing white beard.

Q.10 How does Santa get down chimneys? A.10 Although NORAD has different hypotheses and theories as to how Santa actuallygets down the chimneys, we don’t have definitive information to explain the magicalphenomenon.

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Q.11 Do your planes ever intercept Santa? A.11 In nearly 60 years, our fighter jets (F-16s, F-15s, F-22s and CF-18s) haveintercepted Santa many, many times. When the jets intercept Santa, they tip their wingsto say, “Hello Santa! – NORAD is tracking you again this year!” Santa always waves. Heloves to see the pilots!

Q.12 Does NORAD have any pictures of Santa taken from your planes? A.12 Our fighter pilots love to take photos of Santa. We also have NORAD Santa camsin space which take video of Santa as he flies around the world. These videos appearalmost every hour on December 24 at www.noradsanta.org.

Q.13 Does NORAD have any statist ics on Santa’s sleigh? A.13 NORAD can confirm that Santa’s sleigh is a versatile, all weather, multi-purpose,vertical short-take-off and landing vehicle. It is capable of traveling vast distanceswithout refueling and is deployed, as far as we know, only on December 24 (andsometimes briefly for a test flight about a month before Christmas).

Sleigh Technical Data

Designer & Builder K. Kringle & Elves, Inc.

Probable First Flight Dec. 24, 343 A.D.

Home Base North Pole

Length 75 cc (candy canes) / 150 lp (lollipops)

Width 40 cc / 80 lp

Height 55 cc / 110 lp

Note: Length, width and height are without reindeer

Weight at takeoff 75,000 gd (gumdrops)

Passenger weight at takeoff Santa Claus 260 pounds

Weight of gifts at takeoff 60,000 tons

Weight at landing 80,000 gd (ice & snow accumulation)

Passenger weight at landing 1,260 pounds

Propulsion Nine (9) rp (reindeer power)

Armament Antlers (purely defensive)

Fuel Hay, oats and carrots (for reindeer)

Emissions Classified

Climbing speed One “T” (Twinkle of an eye)

Max speed Faster than starlight

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Q.14 I would rather talk to someone at NORAD to find out where Santa is located.Is there a number I can call?

A.14 Sure! You can call 1 (877) HI-NORAD (1 (877) 446-6723) to talk to a liveoperator at the NORAD Tracks Santa Operations Center who will be able to tell youSanta’s exact location – call any time throughout the day!

Q.15 Can I send an email to NORAD to find out where Santa is located? A.15 Of Course! You can send an email to [email protected]. You canalso track Santa on your mobile phone by downloading the official NORAD TracksSanta app through iTunes, the Android Store, and the Windows Marketplace.

Q.16 Has Santa ever crashed into anything when he was flying around the world? A.16 Santa has been flying for centuries without hitting anything. He is a great pilot!

Q.17 Besides tracking Santa, what does NORAD normally do? A.17 NORAD stands the watch, protecting the skies of North America 365 days a year.

NORAD is a bi-national U.S./Canadian military organization responsible for aerospace warning, aerospace control, and maritime warning in the defense of North America. NORAD provides warning of impending missile and air attacks, safeguards the airsovereignty of North America, and maintains airborne forces for defense against attack.However, on December 24 each year, NORAD has one additional mission: TrackingSanta around the world! To learn more about NORAD, go to www.norad.mil or followus on Facebook at www.facebook.com/noradnorthcom.

Q.18 How many people suppor t this effor t, and are they active duty mil itarypersonnel?

A.18 It is the generosity of numerous government and non-government contributors,and the hard work of the more than 1,500 Canadian and American uniformedpersonnel, DOD civilians and their families who volunteer their time on December 24that make this program possible.

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mailto:[email protected]:[email protected]:[email protected]://www.norad.mil/http://www.norad.mil/http://www.facebook.com/noradnorthcomhttp://www.facebook.com/noradnorthcomhttp://www.norad.mil/mailto:[email protected].


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**2014 PROGRAM CONTRIBUTORS**

21st Space Wing21st Communications Squadron21

st Civil Engineering

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Security Forces Acuity Scheduling Alaska NORAD Region (ANR) America Forces Network (AFN) Analytical Graphics, Inc. AvayaBeMerry! Santa / Noerr ProgramBing®Canadian NORAD Region (CANR)The Citadel MallColorado Springs Regional Business

AllianceContinental NORAD Region (CONR)CradlePointDefense Video & Imagery DistributionsSystems (DVIDS)

DoD NewsExelisFederal Aviation AdministrationGeneral ElectricGlobelink Foreign Language CenterHarrisHewlett Packard (HP)iLink-SystemsKids.govLevel 3 CommunicationsMarine Toys for Tots FoundationMeshboxMicrosoft®Naden Band of Maritime Forces PacificNational Tree Lighting CeremonyNaturally Santa’s Inc.

NewseumOnStarPCI Broadband

Peterson AFB Outdoor RecreationPortable North Pole/ Ugroup MediaPueblo RiverwalkRadiantBlue Technologies, Inc.Ronald McDonald House Charities ofSouthern Colorado

Save the ChildrenSpace FoundationSpil GamesSiriusXM®Strategic Air & Space Museum

UnityU.S. AllegianceU.S. Air Force Academy BandU.S. Air Force Band of LibertyU.S. Air Force Band of the Golden WestU.S. Air Force Band of the WestU.S. Air Force BandU.S. Air Force Heartland of AmericaBand

U.S. Army Ground Forces BandU.S. Coast Guard BandU.S. Department of State Family LiaisonOffice

U.S. Merchant Marine AcademyU.S. Band of MidAmericaVerizonVisionboxWest Point BandWindows AzureXtomic

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**COUNTRY TRACKER**

Don’t forget to ask the person on the other end of the phone or computer wherethey’re contacting you from. Once you find out, place a tally mark next to theappropriate country or state to keep track of where calls or emails have been taken from

this particular spot.

AFRICA Algeria AngolaBeninBotswanaBurkinaBurundiCameroonCape Verde

Central AfricanRepublicChadComorosCongoCongo(Dem. Rep.)DjiboutiEgyptEquatorial GuineaEritreaEthiopiaGabonGambiaGhanaGuineaGuinea-BissauIvory CoastKenyaLesothoLiberiaLibyaMadagascarMalawiMaliMauritaniaMauritiusMoroccoMozambiqueNamibiaNiger

NigeriaRwandaSao Tomeand PrincipeSenegalSeychellesSierra LeoneSomaliaSouth Africa

SudanSwazilandTanzaniaTogoTunisiaUgandaZambiaZimbabwe

ASIA AfghanistanBahrainBangladeshBhutanBruneiBurma (Myanmar)CambodiaChinaEast TimorIndiaIndonesiaIranIraqIsraelJapanJordanKazakhstanKorea (north)Korea (south)KuwaitKyrgyzstan

LaosLebanonMalaysiaMaldivesMongoliaNepalOmanPakistanPhilippines

QatarRussianFederationSaudi ArabiaSingaporeSri LankaSyriaTajikistanThailandTurkeyTurkmenistanUnited ArabEmiratesUzbekistanVietnamYemen

EUROPE Albania Andorra Armenia Austria AzerbaijanBelarusBelgiumBosniaand HerzegovinaBulgariaCroatiaCyprusCzech Republic

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DenmarkEstoniaFinlandFranceGeorgia

GermanyGreeceHungaryIcelandIrelandItalyLatviaLiechtensteinLithuaniaLuxembourgMacedonia

MaltaMoldovaMonacoMontenegroNetherlandsNorwayPolandPortugalRomaniaSan MarinoSerbiaSlovakiaSloveniaSpainSwedenSwitzerlandUkraineUnited KingdomVatican City

AMERICAS Antigua and BarbudaBahamasBarbadosBelizeCanadaCosta RicaCubaDominica

Dominican Rep.El SalvadorGrenadaGuatemalaHaiti

HondurasJamaicaMexicoNicaraguaPanamaSt. Kitts & NevisSt. LuciaSt. Vincent &the GrenadinesTrinidad & TobagoUnited States

- Alabama- Alaska- American Samoa- Arizona- Arkansas- California- Colorado- Connecticut- Delaware- District of Columbia- Florida- Georgia- Guam- Hawaii- Idaho- Illinois- Indiana- Iowa- Kansas- Kentucky- Louisiana- Maine- Maryland- Massachusetts- Michigan- Minnesota- Mississippi- Missouri- Montana

- Nebraska- Nevada- New Hampshire- New Jersey- New Mexico

- New York- North Carolina- North Dakota- Northern MarianasIslands- Ohio- Oklahoma- Oregon- Pennsylvania- Puerto Rico- Rhode Island

- South Carolina- South Dakota- Tennessee- Texas- Utah- Vermont- Virginia- Virgin Islands- Washington- West Virginia- Wisconsin- Wyoming

OCEANIA AustraliaFijiKiribatiMarshall IslandsMicronesiaNauruNew ZealandPalauPapua New GuineaSamoaSolomon IslandsTongaTuvaluVanuatu

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**GEMS**

While taking calls, did a caller tell you something funny, heartfelt, or interesting?Tell us about it! Write it down below!

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**GEMS**

While taking calls, did a caller tell you something funny, heartfelt, or interesting?Tell us about it! Write it down below!

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Documents

2014 NTSOC Playbook