Jill Watkins
Article: How Blogs & Social Media are Changing Crisis Communication
Over 2500 American Airline flights were cancelled the week of April 11, 2008 due to wiring problems on MD-80 airplanes. American Airlines posted a one page summary of the situation on their website, which the author of the article "How Blogs & Social Media are Changing Crisis Communications," thought was "not all that helpful."
However, the chairman of American Airlines posted a video on YouTube taking full responsiblity and apologizing for the crisis. The video had been viewed 20,000 times. The article says communication professionals have "a responsibility to encourage and facilitate a more open conversation in the market. This is even more important in difficult times."
After reading the article, check out the comments posted by readers at the bottom. They had some very interesting things to say about this topic.
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