Strategic Communication in Crisis Management: Lessons from the Airline Industry
by Sally Ray
Communicating successfully is crucial if an organization is to survive and recover from a crisis. Focusing on the airline industry and some of the most recent headline-making disasters, Dr. Ray looks at organizational crises, the communications strategies employed by organizations when responding to crises, and the factors that influence the effectiveness of this strategic communication. She maintains that our understanding of crisis and the implications for strategic crisis communications in all industries can be based on two valid assumptions. First, crises may be viewed in terms of phases. Second, they are best understood from a system perspective. This is particularly important when we realize that how stakeholders see crises and how professional communicators see them may be entirely different, and that their viewpoints will vary at various crisis stages.Dr. Ray begins with an introduction that reviews the U.S. airline industry’s safety system, followed by a chapter on organizational crises and crisis communications. The remaining chapters are divided into sections reflecting Dr. Ray’s simplified model of crisis stages: pre-crisis, crisis, and post-crisis. Here she explores conditions which lead to major aviation disasters and other crises, contingency planning, crisis management, crisis communication, and post-crisis investigation by the National Transportation Safety Board. Seven chapters provide case studies of major airline disasters, analyzed according to her three-stage model, and an illuminating of the major issues associated with airline disasters. The cases also examine, analyze, and evaluate communication strategies used by airlines when responding to these issues and give readers important lessons to ponder, which she synthesizes in a conclusion. Corporate communications specialists at all levels, in the public and private sectors both, as well as executives with other management responsibilities will find Dr. Ray’s book informative, useful, and fascinating reading.
GREAT BOOK -- GREAT SERVICE
THANK YOU. Upon cursory examination, I am thrilled with the book. You people are great. Now I don’t have to type out everything — and it is very readable. I am so glad I cancelled my other order — book was very costly — and was going to take 3 weeks to get. Yet here you are, and you gave it to me quickly, conveniently — “right now!” WOW. I will certainly remember you. Thank you so much.
It Does Really Work
I found this site and I was going to purchase the book when I saw the program to get it for free. I copy the link, email all my classmates on canvas, took a screen picture, and sent it to them, next morning I received the code and I applied to the cart and I got my pdf download. It’s real and the pdf is real and it works, all pages opened. Thank you so much!!!
I was skeptical because there were only 5 star reviews
But I got my textbook for $16 bucks. Put 4 stars so you could tell It was a real person making this lol.
Textbooks are a great and affordable price! Will definitely buy again.
LOVe the free textbook offer
I sent a link to my classmates and was able to get my textbook for free. I wasn’t sure at first but thankful and happy I tried. I got to download the book immediately .