Strategic Communication in Crisis Management: Lessons from the Airline Industry

Introduction Context for Crisis: The Airline Industry Organizational Crisis and Communication Existing in a Perpetual Pre-Crisis Phase Preparing for the Worst: Contingency Planning Northwest Airlines Flight 255 American Airlines Flight 191 Disaster Strikes! Confronting Crisis Delta Airlines Flight 191 Trans World Airlines Flight 800 Post-Crisis Investigation: The National Transportation Safety Board Pan American World Airways Flight 103 USAir Flight 427 ValuJet Flight 592 Lessons from the Airline Industry Selected Bibliography Index