A Digital Communication Specialist
Crisis Communication Management
In an increasingly global and interconnected world, there are a growing number of crises and issues that can challenge organisations.
United Airlines Crisis
I availed the opportunity to reinvent a previous crisis communication event that had not yielded the desired outcome. I was able to draw on United Airlines' case study and practical research from around the world to curate an effective communication plan, specifically:
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acquiring skills in identifying issues and risks,
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analysing stakeholders, and
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developing effective and ethical communication plans to engage with audiences during a crisis.
What is the Crisis?
On United Airlines Flight 3411 in 2017, a passenger named Dr. Dao was forcefully escorted out of the plane. The video of his violent removal from the flight by security personnel is shared on Twitter by another passenger onboard. The viewership is growing rapidly and the public is questioning United Airlines on social media.
I have devised an effective communication plan that addresses the public outrage and the impact of its social media virality on the brand.