A comprehensive understanding of the factors that affect successful communication in crisis situations.
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
SALLY J. RAY is Associate Professor in the Department of Communication and Broadcasting, Western Kentucky University, Bowling Green./e She is the author of various journal articles, a contributor to several books, and has spoken before public and private organizations on topics related to the airline industry and strategic communication in general.
"A must read for anyone who deals with crisis on a corporate scale.
Dr. Ray has created the definitive pre-crisis reference on the
knowledge and skills needed to survive a crisis, and continue as a
viable business. I strongly recommend her work as required reading
for Corporate Communications and Safety personnel."-Gene Pellecchia
Staff Vice President, Aviation Safety Aloha Airlines
?[s]ucceeds in providing some new insights by taking readers
through the crisis management process of the airline industry and
how that process is used to learn lessons and to improve crisis
management. The detailed case studies alone are enough to peak the
interest of any student of crisis management.?-Jounral of
Contingencies and Crisis Management
"�s�ucceeds in providing some new insights by taking readers
through the crisis management process of the airline industry and
how that process is used to learn lessons and to improve crisis
management. The detailed case studies alone are enough to peak the
interest of any student of crisis management."-Jounral of
Contingencies and Crisis Management
"[s]ucceeds in providing some new insights by taking readers
through the crisis management process of the airline industry and
how that process is used to learn lessons and to improve crisis
management. The detailed case studies alone are enough to peak the
interest of any student of crisis management."-Jounral of
Contingencies and Crisis Management
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