*Ashcloudwas a mixof suddenand bizarre

2. IdentifyIdentify The type of crisis*

a. Sudden – Expected, but not now

b. Smoldering – ongoing, blowing up

c. Bizarre – Unexpected, never thought of

5. Assessa. Evaluate, honestlyb De-brief – internally,

and with the customers

c. Prepare for future

1. PrepareSet up mitigation measures

1. Create a cross-functional Crisis Communication Team

b. Create a dormant blog and a toll-free number to be activated and updated regularly during crisis

c. Monitor – Conduct online monitoring

d. Cultivate – influencers and advocates

3. RespondUpdate and have conversations

a. Convene the crisis communication team

b. Start immediate search for references to crisis situation

c. Activate dormant blog and hotline

d. Prepare statements of accurate information

e. Address media and viral reports immediately

4. PromoteIntegrate with traditional media to drive awareness

a. Use key channels and influencers to target: Employees, Media, Customers, Influencers

b. Don’t try to control the message. Influence only.

c. And be transparent, and eliminate rumors

d. Join forces with other airlines, airports and authorities to inform the public

5 steps to successful crisis management for airlines

in the age of social media

1. Everything happens at lightning speed

2. People demand “hyper-transparency

3. Personal dialogue is as important as message delivery

5. Give love first. Then seek favors.

4.Brand detractors have the same tools

The chemicalproperties of an aviation crisis

www.SimpliFlying.com

c. Prepare for future