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Effective crisis communication to protect reputation
These guidelines are intended to help the communications departments of 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.
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The updated guidelines explore some of the changes in the communication landscape since the previous edition was released in 2018. It also considers what remains unchanged: in particular, the legal and moral imperative for airlines, and other involved parties, to respond to the needs of people directly affected by an accident or major incident, and to be ready to communicate that response quickly and effectively to all internal and external stakeholders. It is intended to be used by aviation industry communication professionals as a guide to crisis communication planning.
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.
Download the Crisis Communications and Reputation Management Post-COVID guidelines (pdf) - 2024 Edition.
Integrated Risk & Resilience Management Manual
This manual is a step-by-step guide on how to implement Integrated Risk and Resilience Management and Emergency Response, and is designed with a focus on the aviation industry. However, even non-aviation entities may consider the model and processes presented.
More on Integrated Risk and Resilience Management Manual (IRRM)
Airlines magazine
Take the time to listen (Oct 2023)