Lessons In Damage Control Reaped from United Airlines PR Disaster
Updated: Dec 25, 2018
The gravity of a crisis is directly related to the public’s perception of it. Today, everybody owns a social media channel and a mob delivers swift, unforgiving justice without considering facts and without a presumption of innocence until proven guilty. No business, institution or public figure is immune, and few are prepared for the online onslaught.
Crisis communication in the court of public opinion can break a company’s bottom line, something United Airlines learned the hard way when it responded to why a passenger was dragged off of a flight bleeding.
Renu Bakshi wrote a column in Business in Vancouver newspaper on lessons in damage control and crisis management: Lessons in Damage Control
Renu Bakshi (firstname.lastname@example.org) is a communications strategist who specializes in crisis management and media training.