A contrast in responses to the unspeakable events of September 11: American Airlines vs. United Airlines

IEEE International Professional Communication Conference

Volumn , Issue , 2002, Pages 423-436

  Strother, Judith B ^a  

^a FLORIDA INSTITUTE OF TECHNOLOGY   (United States)

Author keywords

Airlines; Crisis communication; Public relations

Indexed keywords

AIR TRANSPORTATION; CHAOS THEORY; DECISION MAKING; FINANCE; LAW ENFORCEMENT;

CRISIS MANAGEMENT;

COMMUNICATION SYSTEMS;

EID: 0036444719     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (29)

1. Anderson, K. Turning a Public Crisis Around, Pertinent Information, Ltd,. Victoria, B.C. Canada. Available online at [pertinent.com/pertinfo/business/kareCom10.html], 2001.
2. Andriole, S.J. Corporate Crisis Management. Princeton, NJ: Petrocelli Books, 1985.
3. Anonymous. Set up a Proactive Crisis Management Program. HR Focus. 77(1): 13, Jan. 2000.
4. Anonymous. Thinking about the Unthinkable. Across the Board. 44-48, September 1996.
5. Barton, L. Crisis in Organizations: Managing and Communicating in the Heat of Chaos. Cincinnati: South-Western Publishing Company, 1993.
6. Barton, L. Responding to a Company Crisis: When Managers Find Themselves on the Defensive. Business Forum. 8-13, Winter 1991.
7. Battey, J. Saving a Shattered Image. InfoWorld. 22(47): 47-49, Nov. 20, 2000.
8. Berkley, S. How to Deliver Bad News: Top 5 Ways to Soften the Blow. LIMRA's MarketFacts, 19(3): 10, May/Jun 2000.
9. Canniffe, M. The Truth, the Whole Truth, and Nothing But the Truth. Accountancy Ireland. 31(3): 7-9, Jun 1999.
10. Caponigro, J.R. The Crisis Counselor: The Executive's Guide to Avoiding, Managing and Thriving on Crises that Occur in all Businesses. Southfield:MI: Barker Business Books, Inc., 1998.
11. Chaos in the Skies: Archival History of the Horror of the World Trade Center Disaster. available online [airtravel.about.com/library/chaos/blchaosintheskies.html], 2001.
12. Coombs, W.T. Choosing the Right Words: The Development of Guidelines for the Selection of the "Appropriate" Crisis-Response Strategies. Management Communication Quarterly. 8(4): 447-476, May 1995.
13. Coombs, W.T. Designing Post-Crisis Messages: Lessons for Crisis Response Strategies. Review of Business. 21(3/4): 37-41, Fall 2000.
14. Fink, S. Crisis Management: Planning for the Inevitable. NY: AMACOM (American Management Association), 1986.
15. th Annual Conference on Crisis Management. Las Vegas, August 8, 1996.
16. Kilicarslan, A; N. O'Connor, V. Place, A. Sharma, M. Stewart, and A. Reilly. Effective Crisis Management in the Airline Industry During Air Incidents or Disasters. PBI Media, LLC. Aviation Today, Feb. 8, 2000.
17. Lerbinger, O. The Crisis Manager: Facing Risk and Responsibility. Mahwah, NJ: Lawrence Erlbaum Associates, 1997.
18. Lovell, J. Blast off. Hospitals and Health Networks. 73-3: 32, Mar 1999.
19. Lukaszewski, J.E. Managing Bad News in the Era of Instant Communication. Executive Speeches. 16(1): 11-15, Aug/Sept 2001.
20. Lukaszewski, J.E. Understanding and Communicating with Confidence: Managing Bad News in the Era of Instant Communication. Vital Speeches of the Day. 67(23):717-721, Sept. 15, 2001.
21. Massey, J.E. Managing Organizational Legitimacy: Communication Strategies for Organizations in Crisis. Journal of Business Communication. 38(2): 153-182, Apr 2001.
22. Miller, L.,K. Caldwell, and L.C. Lawson. Managing Crises Before They Happen: What Every Executive and Manager Needs to Know About Crisis Management. HR Magazine. 246(2): 162, Feb. 2001.
23. Nathan, M. The Paradoxical Nature of Crisis. Review of Business. 21(3/4): 12-16, Fall 2000.
24. Pauchant, T.C. and I.I. Mitroff. Transforming the Crisis-Prone Organization. San Francisco: Jossey-Bass Publishers, 1992.
25. Plotkin, R. Hands On: The Crisis Manager. Business Mexico, 19-20, June 1993.
26. Reid, J. Communicating in a Crisis. Civil Engineering, 70(10): 68-69, Oct. 2000.
27. Shedlock, K. Earth-Shaking Advice. Hospitals and Health Networks. 73(4): 32, April 1999.
28. Toth, E.L. and Health, R.L. Rhetorical and Critical Approaches to Public Relations. Hillsdale, NJ: Lawrence Erlbaum Associates, Publishers, 1992.
29. Windahl, S., B.H. Signitzer, with J.T. Olson. Using Communication Theory: An Introduction to Planned Communication. Newbury Park: Sage Publications, 1992.