Airline Crisis Communication: MH370 Case Study
Airline Crisis Communication
Airline crisis communication is very important in saving the reputation of an airline company. The purpose of this presentation is to evaluate the reason why some airline loss their reputations and then make successful strategies in an airline crisis communication
In this presentation, the definition of airline crisis communication will be given from two aspects, the aspect of practical way and the knowledge of the scholars. Then an example of an unsuccessful case about MH370 is chosen to describe the measures they did after a crisis case happened and the analysis of the negative effects and loss following it will be described in details. After that, the problem of this case will be evaluated and reasons will be explained. Finally, four best strategies based on crisis communication theory and successful examples will be introduced to assist airline take successful strategies in the future.
Then it comes to the conclusion that best strategies are effective in a crisis communication.
Key words:
Crisis communication: the perception of an unpredictable event that threatens important expectancies of stakeholders and can seriously impact an organization's performance and generate negative outcomes.
Reputation: the opinion that people have about an airline someone or something because if what has happened in the past.
Negative effect: harmful, unpleasant, or not wanted way in a crisis.
Problem: a situation that causes difficulties in facing a crisis.
Strategy: a plan series of action for achieving something in a crisis communication.
Barrera, Andria. ‘When Public Scrutiny Requires Crisis Communications’. Gutenberg Communications, Retrieved 28 February 2014.
Bryson, JM 2004, ‘What to do when stakeholders matter: Stakeholder identification analysis techniques’, Public Management Review, vol.10, no.3, pp. 21-53.
Coombs W T. Ongoing crisis communication: Planning, managing, and responding[M]. Sage Publications, 2011.
Airline crisis communication is very important in saving the reputation of an airline company. The purpose of this presentation is to evaluate the reason why some airline loss their reputations and then make successful strategies in an airline crisis communication
In this presentation, the definition of airline crisis communication will be given from two aspects, the aspect of practical way and the knowledge of the scholars. Then an example of an unsuccessful case about MH370 is chosen to describe the measures they did after a crisis case happened and the analysis of the negative effects and loss following it will be described in details. After that, the problem of this case will be evaluated and reasons will be explained. Finally, four best strategies based on crisis communication theory and successful examples will be introduced to assist airline take successful strategies in the future.
Then it comes to the conclusion that best strategies are effective in a crisis communication.
Key words:
Crisis communication: the perception of an unpredictable event that threatens important expectancies of stakeholders and can seriously impact an organization's performance and generate negative outcomes.
Reputation: the opinion that people have about an airline someone or something because if what has happened in the past.
Negative effect: harmful, unpleasant, or not wanted way in a crisis.
Problem: a situation that causes difficulties in facing a crisis.
Strategy: a plan series of action for achieving something in a crisis communication.
Barrera, Andria. ‘When Public Scrutiny Requires Crisis Communications’. Gutenberg Communications, Retrieved 28 February 2014.
Bryson, JM 2004, ‘What to do when stakeholders matter: Stakeholder identification analysis techniques’, Public Management Review, vol.10, no.3, pp. 21-53.
Coombs W T. Ongoing crisis communication: Planning, managing, and responding[M]. Sage Publications, 2011.