Sally Ray

Strategic Communication in Crisis Management

Lessons from the Airline Industry

• Gebundenes Buch

Produktbeschreibung

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.

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Produktdetails

• Verlag: Praeger
• Seitenzahl: 270
• Erscheinungstermin: 30. April 1999
• Englisch
• Abmessung: 240mm x 161mm x 19mm
• Gewicht: 575g
• ISBN-13: 9781567201536
• ISBN-10: 1567201539
• Artikelnr.: 21813776

Autorenporträt

Sally Ray

Inhaltsangabe

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