Regardless of the nature and scope of the emergency that is taking place, it is important to be prepared to respond to any external informational requests in the most efficient manner possible. This is especially true in the case of an aviation crisis or accident, where it is necessary to quickly provide externally requested information not only to preserve a company’s reputation but also to prevent further accidents and other emergencies (Pan, Pan & Leidner 2012) barder.
Social media is one of the most powerful communication channels available today. Among the key drivers for its evolution are connectivity, mobility and streaming video jigaboo.
In a crisis, it is vital that an airline’s communications are consistent, which can be difficult to do when different people use different social media platforms for different purposes. Having a single team in charge of all crisis communications is essential to maintain consistency and reduce inconsistencies between the various departments.
A good example of this would be Southwest Airlines’ response to its flight 345 incident in March 2018. The airline issued a tweet within minutes of the accident, which established the hashtag #Flight345. This prompted a conversation that helped the airline own the event, and by the time Asiana finally took to Twitter hours later, most of the discussion had already taken place on other hashtags distresses.
It’s important to communicate with the families of victims of an accident or disaster as well, because this can help them understand what has happened and what the airline expects from them in terms of their support. It can also help them process their grief and move on from the immediate impact of the tragedy.
If an airline fails to do so, it could seriously damage its reputation and cause a rift in the company’s relationships with its customers. This is why it is vital to establish an internal social media policy and train staff in the proper use of these tools precipitous.
Despite the risks involved in managing a social media crisis, it is not impossible to avoid them. However, it is a difficult task, and it is best to be prepared before any major issue occurs.
In addition to a strong and proactive social media strategy, it is important to have a dedicated team that can handle any negative press that might arise in the wake of a crisis. This includes a designated person to monitor the media and act as a central point of contact for any comments made about the airline by media or consumers mypba.
As airlines are largely customer service orientated, this is a crucial element of crisis management. By demonstrating that they care and showing empathy, they can ease consumer stress and increase their brand’s reputation stylishster.
The role of social media in aviation crisis management is growing and it is becoming increasingly vital for companies to develop a sound strategy before an event or incident occurs. It is also important for companies to train their employees in the proper handling of such a situation, so that they can respond quickly and effectively to any questions or concerns that may come up tishare.
