Guidelines - Crisis Communications & Social Media
These free guidelines and best practices are meant to support the communications departments of airlines, airports and manufacturers in dealing with the news media after an aviation accident in the age of social media.
Aviation accidents often attract overwhelming public interest, particularly if they involve fatalities. With social media, the news can be flashed around the world before the airline, possibly the manufacturer, airport, air navigation service provider are fully aware of the event.
Delay or hesitation in response may seriously damage an organization's reputation and business. That's why companies must be prepared to engage proactively with the news media and with other audiences on social media to show they handle the accident in the right way.
Effective crisis communication to protect reputation
These guidelines are intended to help airlines, manufacturers, airports, investigating bodies and other involved parties to communicate effectively after an aircraft accident or major incident, to protect their own reputation and the reputation of the industry itself.
Download the Crisis Communications & Social Media Guidelines (pdf)
Emergency response planning
These guidelines cover communication processes only. The actual accident preparedness should be an operational procedure exercised on a routine basis, usually incorporated in an organization's Emergency Response Planning (ERP).