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Managing Crisis Communication
in the Transportation Industry
By: Clarke, Tevia
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Format
TAC2
Summary Methodology Findings Conclusions
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The purpose of this study is to gather insight on the crisis communication process within the transportation sector Pre, during and post crisis
Crisis Communication is a critical and complex undertaking. As a result it can threaten a company’s financial or reputation health
This study focuses on two areas within the transportation industry: Air Rail
Summary
+Methodology In-Depth Interviews conducted via Google
Hangout and Phone Two Participants:
Interviews lasted for 30 min – 60 min
Interviews consisted of open-ended questions such as: After a crisis occurred, have you seen any changes as
to how a company operates within the transport industry?
Can you provide examples of best practices of effective crisis management in air or rail?
Name: Wayne KJob Title: Pilot – Boeing 747Company: XXXXMethod: Google Hangout
Name: Nikunj PJob Title: Software EngineerCompany: XXXXMethod: Telephone
+Findings Airplane Rail
Communication between Airlines and Air Traffic Controls stations during a crisis changed drastically after 9/11
Secondary Source of communication between air and ground changed to Primary Source
No changes have made to enhance technology
Communications strategies between employees should be constant
Railroad's communications strategy is focused on the general public, instead of specific stakeholder groups
The in-house communications team is not responsible for outreach to victims' families
+Conclusions Crisis's can cause internal communication shifts in an effort to strengthened communication infrastructure Always have secondary precautions ready in case of a crisis In future instances technological advances should be addressed to maintain the best crisis communication as possible
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