Catastrophic air accidents are getting rarer by the year. But when crises do occur, the traditional media focus is ever more intensive as we have seen in the succession of crises over recent years. Social media is completely changing the expectations for responsiveness from companies and is among the factors reshaping the trust that people have in institutions and their leaders.

What is the role of the CEO in this new environment? How can he meet expectations of the public for instant information, families for support, governments for cooperation, and shareholders for protecting the value of the corporate reputation while driving the crisis response?

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