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7/24/2019 The Tweeting Meeting - Chapter 7 Crisis Management & Technologies That Enable You to Save Your Event -Ruud Janssen

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93[\ Cd`ul c`hputgoi vs cd`ul c`hhutgoi2 tef s`cgjd hflgj RrXfv`dutg`o

9. [\ Cd`ul c`hputgoi vs cd`ul

c`hhutgoi2 tef s`cgjdhflgj RrXfv`dutg`o

Crgsgs Hjojifhfot & \fceo`d`igfs \ejt Fojkdf W`u \` Sjvf W`ur Fvfot

ky [uul Mjossfo, CHH

d Gotr`luctg`oI``l ofws trjvfds njst...kjl ofws fvfo njstfrEjvf y`u fxpfrgfocfl tejt s`hftghfs cd`ul c`hputgoi gs ifttgoi fjsgfr tejo cd`ul c`hhutgoi0 Go

tegs cejptfr y`u wgdd ejvf tef pp`rtuogty t` fxpd`rf jol kf tfhptfl t` tfst ofw wjys n c`ddjk`rjt-

goi jol c`hhuogcjtgoi wgte te`sf gov`dvfl go y`ur fvfot jol h`rf spfcgcjddy wefo y`ur fvfot gs

kfgoi lgsruptfl ky j crgsgs.

\fceo`d`iy gtsfdn cjo kf lgsruptgvf kut hjykf o`t t` tef sjhf fxtfot js j crgsgs. \egs cejptfr wgdd

pr`vglf gosgiets jol tgps n`r usgoi s`cgjd hflgj lurgoi fhfrifocgfs jol crgsgs. \ef c`otfot gs kjsfl

`o succfssnud Qdjo Ks n`r fhfrifocy sgtujtg`os jol fvfots wefo c`onr`otfl wgte j crgsgs.\egs cejptfr wgdd fojkdf y`u t` lgsc`vfr ofw c hhuogcjtg`o cejoofds jol tfceo`d`iy t``ds t` hjo-

jif y`ur uofxpfctfl fvfot gotfrruptg`os.

Yefo y`ur fvfot gs tr`ukdfl ky gotfrruptg`os `n joy bgol (v`dcjo` fruptg`os, p`wfr `utjif, strgbfs,

ftc.) bo`wgoi wejt tfceo`d`iy t` usf t` crfjtf kjcbup pdjos jol kfgoi prfpjrfl gs bfy. J crgsgs gs

cfrtjgody o`t tef tghf t` st`p jol stjrt jt tef kfigoogoi `n tef dfjrogoi curvf.

Jntfr rfjlgoi tegs cejptfr y`u wgdd kf jkdf t`=

Glfotgny tef wey, wejt jol e`w `n crgsgs c`hhuogcjtg`o

Bo`w e`w s`cgjd hflgj cjo bffp y`u gon`rhfl `n tef jctgvgtgfs jol d`cjtg`o `n y`ur julgfocf Lgsc`vfr e`w s`cgjd hflgj ejs jssgstfl go fxtrfhf fhfrifocgfs jol e`w tejt jppdgfs n`r fvfots jol

hfftgois.

d Yefo w`rdls c`ddglf2tef s`cgjd hflgj RrXfv`dutg`o

Fvfot lgsruptg`os2 o`t gn, kut wefo...

Yejt ejppfos wefo w`rdls c`ddglf0 \ef dfjst wf cjo c`ocdulf gs tejt uopjrjddfdfl strfjhs n fofriy

jrf nrffl. Igvgoi tejt fofriy tef rgiet cejoofds jol lgrfctg`o gs tef tjsb jt ejol n`r joy`of gov`dvfl

go j crgsgs sgtujtg`o. Hjoy ejvf fxpfrgfocfl lgsruptg`os jt tefgr fvfots. Kf gt tef v`dcjogc fruptg`os go

7/24/2019 The Tweeting Meeting - Chapter 7 Crisis Management & Technologies That Enable You to Save Your Event -Ruud Janssen

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\ef \wfftgoi Hfftgoi9

jkdf s`urcf `n vfrgcjtg`o `n c`otfxtujd gon`rhjtg`o. Qe`t` (wgte if`d`cjtg`o) gs ofxt, n`dd`wfl ky

julg`rfp`rts, jntfr gs if`d`cjtfl twffts jol ojddy tfxt hfssjigoi.

d C@OOFC\G^G\W\ef YE@H, hjbgoi y`ursfdn efjrl jol c`oofctgoi

J ;1:1 Jhfrgcjo [fl Cr`ss survfy (:6), rfdfjsfl jt tef Fhfrifocy S`cgjd Ljtj Suhhgt, se`ws hjoy

wfk usfrs w`udl turo t` s`cgjd hflgj t` sffb efdp n`r tefhsfdvfs `r `tefrs lurgoi fhfrifocgfs jol

tefy fxpfct rst rfsp`olfrs t` kf dgstfogoi.

Gt n`uol tejt gn tefy offlfl efdp jol c`udlot rfjce tef fhfrifocy pe`of ouhkfr 7-:-:, `of go vf

w`udl try t` c`otjct rfsp`olfrs ter`uie j lgigtjd hfjos suce js f-hjgd, wfksgtfs `r s`cgjd hflgj.

Gn wfk usfrs bofw `n s`hf`of fdsf we` offlfl efdp, 7 pfrcfot sjgl tejt fhfrifocy rfsp`olfrs se`udl kf h`ogt`rgoi

s`cgjd hflgj sgtfs go rlfr t` qugcbdy sfol efdp jol ofjrdy ejdn kfdgfvf j rfsp`osf jifocy gs pr`kjkdy

jdrfjly rfsp`olgoi t` joy urifot rfqufst tefy hgiet sff.

Jol tef survfy rfsp`olfots fxpfctfl qugcb rfsp`osf t` jo `odgof jppfjd n`r efdp= 9< pfrcfotfxpfctfl efdp t` c`hf dfss tejo jo e`ur jntfr tefgr twfft `r Njcfk``b p`st.

Jdh`st ejdn `n rfsp`olfots sjgl tefy w`udl usf s`cgjd hflgj t` tfdd d`vfl `ofs tefy jrf sjnf. @n

tefh, 5> pfrcfot w`udl usf Njcfk``b, wgte j shjddfr p`rtg`o turogoi t` \wgttfr jol `tefr t``ds. Gn

s`hf`of fdsf offlfl efdp,

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99[\ Cd`ul c`hputgoi vs cd`ul c`hhutgoi2 tef s`cgjd hflgj R rXfv`dutg`o

\jbgoi tef p`wfr `n jiirfijtgoi jol j hjppgoi jppdgcjtg`o t` y`ur d`cjd c`hhuogty jol hjbgoi

tef gon`rhjtg`o c`otfxtujd jol rfdfvjot go ofjr rfjd tghf ejs pr`vfo gts rfdfvjocf go hjoy `n tef

w`rdls crgsgs. \egs gocdulfs hjppgoi n tef swgof u utkrfjb t` sjvgoi dgvfs go tef Ejgtg fjrtequjbfs.

Gt jppdgfs terff kjsgc prgocgpdfs tejt hust kf jt tef c`rf `n joy jppdgcjtg`o lfpd`yfl go crgsgs c`h-

huogcjtg`o=

Fjsy t` usf (o` kjrrgfrs t` fotry `r usfr jl`ptg`o gssufs pr`vglfl y`u ejvf j lgigtjd ljtj c`oofctg`o)

Jccfssgkdf t` joy`of nr`h SHS, HHS `r rfp`rt sukhgttfl `odgof (\wgttfr, kd`i, if`-d`cjtg`o)

Lfpd`yjkdf w`rdlwglf jol scjdjkdf n`r hjoy t` efdp `ut (Jkgdgty t` tjbf tef c`rf jppdgcjtg`o jol

lfpd`y gt y`ursfdn t` sugt y`ur c`hhuogtgfs offls)

Ngiurf 9. Vsegejlg go jctg`o go Ejgtg crgsgs

\ef rfsudt gs crgtgcjd jol tghfdy gon`rhjtg`o `o j pdjtn`rh tejt jdh`st joy`of cjo usf. Jo`tefr bfyfdfhfot gs tejt gt jdd`ws tef c`hhuogty `n v`duotffrs t` efdp ky jctgvfdy c`otrgkutgoi t` gotfrprft-

goi gon`rhjtg`o jol vfrgnygoi gt. Go tef fxjhpdf `n Ejgtg (:>), djrif scjdf tfjhs `n if`irjpegcjddy lgs-

pfrsfl v`duotffrs jssgstfl go rfjlgoi, vfrgnygoi jol jdd`cjtgoi hfssjif urifocy, if`d`cjtg`o jol

cr`ss vfrgcjtg`o, wegce jdd`wfl n`r djrif jh`uots `n hfssjifs t` kf lgifstfl jol hjppfl wgte j

egiefr dfvfd `n jccurjcy t` gon`rh tef rfscuf n`rcfs `o tef ir`uol go tef tr`ukdfl jrfj. \ef c`rf `n

tef systfh gs j vgsujd tghfdgof go wegce fvfots/gocglfots/kjcbir`uol gon`rhjtg`o/vglf`s (dfts cjdd

jdd `n tefsf rfp`rts) jppfjr dgofjrdy jd`oi tef tghfdgof jt tef spfcgc h`hfot tefy jrf rfp`rtfl.

Fjce rfp`rt gs tefo lgstrgkutfl vfrtgcjddy jcr`ss rfdgjkgdgty djyfrs wgte sfctg`os dgbf njdsf, trustfl,

`r vfrgfl. N`r fxjhpdf, gts vfry ejrl t` njkrgcjtf j ifougof rg`t vglf` lurgoi j crgsgs, s` gt hjbfs

sfosf tejt jdd vglf`s jrf jt tef t`p.

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\ef \wfftgoi Hfftgoi95

Fjce rfp`rt gs jijgo jojdyzfl n`r cr`ss-rfnfrfocfs (twffts, rf-twffts, goc`hgoi dgobs, Njcfk``b hfo-

tg`os, ftc). \ef h`rf cr`ss-rfnfrfocfs j rfp`rt ejs, tef djrifr tef gc`o sgzf (s` y`u cjo ejvf j vfry

pr`hgofot njdsf ruh`r jol j p``rdy dgobfl trustfl s`urcf).

Jds`, fjce `n te`sf cr`ss-rfnfrfocfs gs tefo c`oofctfl t` tef s`urcf ky j dgof, s` n`r fxjhpdf, j

rftwfft cjo kf trjcfl kjcb t` tef `rgigojd twfft. \egs w`udl jv`gl gssufs `n kfdjtfl rftwffts jcr`ss

lgfifrfot tghf z`ofs. Ngojddy, wefo cdgcbfl, fjce rfp`rt gc`o fxpjols t` se`w fgtefr tef nudd rfp`rt

(n`r twffts) r j sogppft n tef rfp`rt (n`r wfksgtfs). J qugcb idjocf jt tegs systfh jdd`ws tef vgsgt`r t`

ghhflgjtfdy dtfr ky= jccurjcy, pr`hgofocf, tghf, c`oofctg`o, kjcbir`uol gon`rhjtg`o jol rfdjtfl

hjtfrgjd.

Sgocf tef crgsgs go Fiypt fruptfl, Gotfroft jccfss ejs kffo lgfficudt t` ol n`r pr`tfstfrs jol `tefrs

go tef c`uotry. S`cgjd oftw`rbgoi sfrvgcfs dgbf \wgttfr jol Njcfk``b ejvf kffo tef prghjry t``ds `n

c`hhuogcjtg`o.

(:>) S`urcf= Golfpfolfot Fvjdujtg`o n tef Vsejeglg Ejgtg Qr`mfct, ;1::

Ofw nuoctg`ojdgtgfs n c`hhuogcjtg`o jrf kfgoi lfvfd`pfl fvfry ljy jol eykrgl vfrsg`os n fxgstgoi

jppdgcjtg`os jrf crfjtfl t` kypjss trjlgtg`ojd kjrrgfrs. [fjd tghf sfjrce `n gon`rhjtg`o ejs kfc`hf

tef wjy wf wjot t` kf gon`rhfl. H`st rfcfot gs jo fxjhpdf n \wgttfr (rfjd tghf kut rjol`h), I``idf

(o`t s` rfjd tghf kut fxtrfhfdy sfjrcejkdf) jol SjyO`w, c`hkgogoi n`rcfs t` crfjtf Spfjb t` \wfft

go j rfsp`osf t` jssgst RrXrfv`dutg`ojrgfs t` ift tefgr w`rl `ut wefo gotfroft c`oofctgvgty jol s`cgjd

hflgj ejvf kffo kjoofl. \egs sfrvgcf jdd`ws pf`pdf t` lgjd j tfdfpe`of ouhkfr jol dfjvf j v`gcf-

hjgd. \ef v`gcfhjgd gs jut`hjtgcjddy trjosdjtfl got` j hfssjif tejt gs sfot `o \wgttfr usgoi tef glfo-

tgnygoi ejse tji #fiypt.

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97[\ Cd`ul c`hputgoi vs cd`ul c`hhutgoi2 tef s`cgjd hflgj R rXfv`dutg`o

Joy`of cjo twfft ky dfjvgoi j v`gcf hfssjif `o `of `n terff gotfrojtg`ojd pe`of ouhkfrs. Qf`-

pdf cjo jds` dgstfo t` tef hfssjifs ky cjddgoi tef dgstfl ouhkfrs jol ky cdgcbgoi `o tef \wgttfr dgobs

p`stfl t` Aspfjb;twfft.

\fceo`d`iy sffhs t` cejddfoif tef c`ovfotg`os n jut`crjtgc dfjlfrs d``bgoi t` c`otjgo tef v`gcf `n

tef pukdgc. \ef lfh`crjtgzjtg`o `n gon`rhjtg`o jol lgjd`iuf gs dfjvgoi j djstgoi ghprgot jcr`ss tef

id`kf jol dfjlgoi t` j ofw frj `n c`hhuogcjtg`o.

d \ry gt kfn`rf y`u ejvf t`@b s` y`u jrf up t` spffl o tef jppdgcjtg`o n s`cgjd hflgj go sfvfrf crgsgs sgtujtg`o jol tef kurogoi

pdjtn`rh ejs hjlf gt cdfjr tejt s`cgjd hflgj ejs jo gocrfjsgoi lfirff `n rfdfvjocf jol p`tfotgjd t`

sjvf dgvfs. Yejt l`fs tejt hfjo n`r tef jppdgcjtg`o `n s`cgjd hflgj jt y`ur ofxt fvfot0

Fhfrifocy prfpjrflofss wgdd hjbf y`u h`rf oghkdf jol rfjly t` lfpd`y wejt y`u ejvf fxpfrg-

focfl go o`o-crgsgs sgtujtg`os. W`u bo`w tejt j crgsgs gs tef tghf wefo tef pr`nfssg`ojds lgstgoiugse

tefhsfdvfs nr`h tef jhjtfurs. Kfgoi prfpjrfl hfjos y`u offl t` rfefjrsf, sghudjtf j crgsgs jol tfst

tef k`uoljrgfs `n y`ur ofw hflgj sbgdds jol, h`rf ghp`rtjotdy, te`sf `n y`ur tfjh.

Dfjrogoi j ofw djoiujif gs jdwjys lgfficudt jol c`sts vjst jh`uots `n fofriy jol wgdd p`wfr. Gn y`u

c`osglfr s`cgjd hflgj t``ds js j ofw djoiujif, y`u wgdd offl t` jppdy y`ursfdn jol i` ter`uie tef

dfjrogoi curvf `o j pfrs`ojd dfvfd jol wgte y`ur tfjh hfhkfrs.

Gn y`urf prfssfl n`r tghf, efrfs tef i``l ofws= j sghudjtg`o gs must js tghf prfssfl, jdd`wgoi n`r j rfjd

dgnf fojcthfot `n j crgsgs n`r y`u jol y`ur tfjh.

Go joy cjsf, tef sghudjtg`o wgdd jwjbfo y`u t` tef njct tejt s`cgjd hflgj t``ds jrf `ody tejt2 t``ds.

\ef rfjd fofriy, spgrgt jol p`wfr `n s`cgjd hflgj gs pf`pdf. Yf jrf s`cgjd hflgj.

d Go giet0 O`t c`oofctfl0Offl j cefcbdgst n`r djolgoi0Yey lglot y`u tegob `n tejt jt tjbf `fi0

Kfgoi c`oofctfl wefrfvfr y`u i` gs j kurlfo n`r of, j duxury n`r jo`tefr. Jt tef stjrt n ;1::, sfvfo

hjm`r jgrdgofs ijvf jwjy Njcfk``b jccfss `o tefgr Yg-Ng oftw`rbs `o tefgr jgrpdjofs. Nrff s`cgjd

hflgj sfrvgcf wgdd kf jvjgdjkdf `o O`rte Jhfrgcjo giets n`r ^grigo Jgrdgofs, Vogtfl Jgrdgofs, Jhfrg-

cjo Jgrdgofs, Lfdtj, Jgr\rjo, VS Jgrwjys jol Jdjsbj Jgrdgofs. Joy`of d``bgoi t` jccfss sgtfs `tefr tejo

Njcfk``b wgdd ejvf t` pjy j nff lfpfolgoi `o tef dfoite `n tef giet.

Js j hjm`r ofwspjpfr rfp`rts, Njcfk``b gs tef h`st-vgsgtfl sgtf `ok`jrl s`hf 3,511 giets j ljy

jol 6,111 prgvjtf pdjofs. E`wfvfr, rfsfjrce fstghjtfs tejt `ody 9% t` :1% `n pjssfoifrs `o Yg-Ng-

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\ef \wfftgoi Hfftgoi51

fqugppfl pdjofs usf tef sfrvgcf. Qr`vglgoi nrff jccfss t` tef s`cgjd oftw`rbgoi sgtf gs jo jttfhpt t`

sprfjl tef w`rl `n rfdjtgvfdy uousfl Yg-Ng sfrvgcf `ok`jrl go e`pfs t` ift pf`pdf gotfrfstfl jol

pjy n`r tef jccfss djtfr.

Kfgoi jkdf t` ift go t`uce wgte y`ur fvfots stjbfe`dlfrs jt joy tghf hjy kf j crgtgcjd succfss njct`r

go hjojigoi y`ur fvfots crgsgs. Ejvgoi j pdjo K gs ofcfssjry, hjojigoi jol hgtgijtgoi rgsb gs j pr`-

cgfocy tejt truf pr`nfssg`ojds ejvf go tefgr bo`wdflif sft `r fvfot tfjh. Yey o`t stjrt t`ljy jol

hjbf gt pjrt `n y`urs, kfn`rf y`u ejvf t`.

Kfd`w jrf j sft `n :: prjctgcjd tgps n`r usgoi s`cgjd hflgj n`r fhfrifocy c`hhuogcjtg`os js wfdd js j

stfppfl jppr`jce t` lfvfd`pgoi hfssjifs go 9 stfps usgoi j Hfssjif Hjp tfceogquf t` jdd`w n`r j

kfttfr prfpjrflofss `n uon`rfsffo sgtujtg`os. Yf ogse tegs cejptfr wgte j suiifstfl kdufprgot `n 5

\egois t` l` wefo tegois i` wr`oi go tef S`cgjd Hflgjspefrf.

d :: \gps n`r usgoi s`cgjd hflgjn`r fhfrifocy c`hhuogcjtg`os (:9)

:. Hjbf s`cgjd hflgj ffi rts hfssjif lrgvfo, o`t cejoofd lrgvfo. Fhkrjcf fvfry p`ssgkdf tfjcegoi

h`hfot s` tejt y`ur s`cgjd hflgj oftw`rbs cjo ir`w jol jrf lfpd`yfl kfn`rf y`u ejvf j crgsgs.

;. \jp got` jdd jvjgdjkdf rfs`urcfs. L` y`u ejvf j djrif cjlrf `n v`duotffrs0 C`osglfr trjgogoi tefh

js s`cgjd hflgj c`oofct`rs jol jhkjssjl`rs.3. Bffp hfssjifs krgfn jol pfrtgofot. Qf`pdf jrf o`t rfjddy rfjlgoi2 tefy jrf scjoogoi.

. Ejvf j Qdjo K. Supp`sf pe`of dgofs jrf mjhhfl jol/ r c`hputfrs jrf l`wo0

9. N`rif pjrtofrsegps n`r sejrgoi hfte`ls jol hfssjifs. \egob `n y`ur julgfocf jol e`w y`u cjo

rfjce tefh ter`uie c`hpdfhfotjry c`hhuogtgfs. Jds` tegob jk`ut e`w jute`rgtgfs, jss`cgj-

tg`os jol tef prgvjtf sfct`r cjo w`rb t`iftefr t` gon`rh jol syocer`ogzf tef hfssjif.

5. N`cus `o pf`pdf wefo n`rhudjtgoi y`ur c`hhuogcjtg`o pdjo. Oftw`rbs `n pf`pdf wgdd ift w`rbl`of, fvfo wefo tefrf gs o` fdfctrgcgty.

7. Jv`gl fdgtgsh `r tef kfdgfn tejt pf`pdf go cejrif bo`w h`rf. Kf trjospjrfot jol vfrgny c`hhuog-

cjtg`os kfn`rf jcbo`wdfligoi `r rftwfftgoi. [fhfhkfr y`u cjoo`t c`otr`d ofjr rfjd tghf c`h-

huogcjtg`o. Bffpgoi gon`rhjtg`o kfegol wgdd hjbf n`r j e`stgdf julgfocf tejt gs pr`of t` c`uotfr

y`u jol o`otrjospjrfot (hgs)kfejvg`r.

:1. Ofw tfceo`d`igfs jrf o`t sghpdy ofw typfs n hflgj wgte wegce t` l` tef sjhf dl tegois. \efsf

ofw hflgj sgiojd j segnt go tegobgoi jk`ut e`w wf c`hhuogcjtf wgte `ur julgfocfs jol e`w

efdpnud tefy jrf t` efdp y`u go tghfs `n crgsgs.

::. Jv`gl tef segoy ofw kmfct syolr`hf. Kfgoi qugcb t` jl`pt fvfry ofw s`cgjd hflgj js s``o js gt

fhfrifs wgte`ut bo`wgoi gts nudd ghpdgcjtg`os jol lyojhgcs go y`ur pdjo K.

(:9) S`urcf= Spfcgjd [fp`rt - Fxpfrt [`uol \jkdf `o S`cgjd Hflgj jol [gsb C`hhuogcjtg`o Lurgoi \ghfs `n Crgsgs (L`oyj Currgf, fls. \gh`tey \gobfr, K``z

Jddfo Ejhgdt`o & Ljvgl N`usf, JQEJ)

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5:[\ Cd`ul c`hputgoi vs cd`ul c`hhutgoi2 tef s`cgjd hflgj R rXfv`dutg`o

d 9 stfps t` Lfvfd`pgoi Hfssjif HjpsHfssjif Hjppgoi Stfps(:5)

Lfogtg`o

J hfssjif hjp pr`vglfs jo `rijogzfl, prg`rgtgzfl rfp`sgt`ry `n tef gon`rhjtg`o jvjgdjkdf t` c`ovfy

jol supp`rt tef hfssjifs tef pukdgc offls t` efjr, uolfrstjol jol rfhfhkfr. Hfssjif hjps jds`

structurf gon`rhjtg`o fssfotgjd n`r rfsp`olgoi t` pukdgc c`ocfros.

Lfvfd`pgoi Hfssjif Hjps

Lfvfd`pgoi tef hfssjifs tejt wgdd kf rfdfjsfl t` tef pukdgc gs vfry ghp`rtjot. Efrf jrf sfvfo stfps

t` n`dd`w wefo lfvfd`pgoi y`ur crgsgs hfssjif hjps=

Stfp :Glfotgny stjbfe`dlfrs= stjbfe`dlfrs jrf gotfrfstfl, jfifctfl r goufotgjd pjrtgfs tejt w`udl kf

`r jrf currfotdy jfifctfl ky tef sgtujtg`o.

Stfp ; Glfotgny c`ocfros= lfvfd`p j c hpdftf dgst n spfcgc c ocfros n`r fjce ghp`rtjot stjbfe`dlfr

ir`up.

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