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Managing Crisis Communication

in the Transportation Industry

By: Clarke, Tevia

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Format

TAC2

Summary Methodology Findings Conclusions

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The purpose of this study is to gather insight on the crisis communication process within the transportation sector Pre, during and post crisis

Crisis Communication is a critical and complex undertaking. As a result it can threaten a company’s financial or reputation health

This study focuses on two areas within the transportation industry: Air Rail

Summary

+Methodology In-Depth Interviews conducted via Google

Hangout and Phone Two Participants:

Interviews lasted for 30 min – 60 min

Interviews consisted of open-ended questions such as: After a crisis occurred, have you seen any changes as

to how a company operates within the transport industry?

Can you provide examples of best practices of effective crisis management in air or rail?

Name: Wayne KJob Title: Pilot – Boeing 747Company: XXXXMethod: Google Hangout

Name: Nikunj PJob Title: Software EngineerCompany: XXXXMethod: Telephone

+Findings Airplane Rail

Communication between Airlines and Air Traffic Controls stations during a crisis changed drastically after 9/11

Secondary Source of communication between air and ground changed to Primary Source

No changes have made to enhance technology

Communications strategies between employees should be constant

Railroad's communications strategy is focused on the general public, instead of specific stakeholder groups

The in-house communications team is not responsible for outreach to victims' families

+Conclusions Crisis's can cause internal communication shifts in an effort to strengthened communication infrastructure Always have secondary precautions ready in case of a crisis In future instances technological advances should be addressed to maintain the best crisis communication as possible