1. United Airlines’ and American Airlines’ online crisis communication following the September 11 terrorist attacks Clark F. Greer, Kurt D. Moreland NAMESTUDENT ID TSE Pui Kwan 07410573 WAN Guiru09405496 WANG Yilin09420126 WANG Xiao Lu09423540 WONGARSA Kitt09420061

2. Crisis Communication Response Being prompt Being honest Being consistent Being open Being willing to disclose essentially complete, timely and accurate information Being genuine and compassionate to victims

3. What to Communicate during Different Stages of Crisis 1.Early part of the crisis (Instructing communication) Provide basic information Prepare the publics how to respond to a crisis Being sympathetic 2.When the immediate effects of the crisis wane (Adjusting communication) Help publics to cope with the crisis psychologically 3.Abatement stage of crisis (Internalizing information) Inform publics of the organization’s position on the crisis Create positive opinions about the organization

4. Web site is important for PR and organizaiotinoal communication Build relationship with public Supply varities of information and service Faster and easier communication Response critics and correct misinformation Lack of employee communicaiton Technologies limitaiton-lack interactivity, without audio and video Advantage Limitation Essential communicaiton tool Immediate response Provide information and supplyment the usual commication channel

5. Whether or not information posted on those company’s web site exhibited specific stages of crisis communicaiton in relation to those incidents? What’s the feature of aircraft’s web sites when they were used as a tool for crisis communicaiton? Two questions:

6. Method -analysis of incident-related page on UA and AA( including AMR) website -Data were gathered from Sep 11 2001-Oct 9 2001 -Accessing and Printing 2times (1pm,4pm)on 11 Sep 3times(9am,1-2pm,4pm)12-19Sep 1time(4pm)20Sep-9Oct In order to determine the daily and cumulative number of incident-related messages posted, the researchers conducted a post hoc analysis of the sites 'Contents which included in the analysis were additions and deletions of individual company generated messages (e.g., press releases, Fact Sheets, and CEO messages) and links to outside organizations. Changes to existing messages were not counted as a new message.

7. Day 1 Common responses: CEO message, Fact Sheets, press releases an links to outside organizations on the websites Differences: –The content of CEO message ( instructing/showing sympathy) –The amount of press releases – The frequency of updating information

8. Day 2 Common responses –Expression of sympathy through CEO message –Contact information with related organizations and government – Operational instructions and personal assistance for passengers involved –Different language version appeared Differences –The amount of press releases – Internal communication with employees

9. Day 3 Common response –Resumption information of flight operations and services –Update news releases showing sympathy Differences –External links by American airline like Care Program and employee hotline

10. Day 4 Common response: –Information about the updated airport situation and flight arrangement for travelers – Update more condolence messages Differences: –A new employee hotline added in American Airline

11. Day 5 Common response: –Condolences messages Differences: –Removal of toll free numbers and add new operational information by United Airlines –Service plan added by American Airline

12. Day 6 Common responses: –More normal operation information updates –Help the affected publics to adjust from the crisis, added external links to relief organizations –Provide channels for general public to donate

13. Day 7 Common response –Focus on the normal flight information and booking services Differences –United Airlines shapes its positive image through CEO’s visits, press releases on brave passengers stories and thanks message to different organizations