>> i met the family in a dingy motel on the side of the freeway in hayward, california at about 11:00 o'clock in the morning, and they were all huddled inside this little room. to the le family, klaas was like the cavalry riding in. >> we were all in our pajamas, like disheveled. and we were all together on our laptops, trying to edit press releases, trying to organize all the interviews and -- reading the news, trying to talk to the police. >> and i looked around and i said, "the first thing you people need to do is get out of this room." >> dark and depressing? >> it was horrible. it was horrible. and they were so downtrodden. they had absolutely no idea of what to do or where to go. >> and he -- he sat down and gave us a list of what to do. we had to find a search center. we had to get volunteers. in ths