Missing MH370: 3 crisis management tips

Missing MH370: 3 crisis management tips

ENSURE THAT INFORMATION FROM THE AUTHORITIES REACHES FAMILIES FIRST

Mr Rick Clements, who was head of communications for SIA for 13 years, said that there may be a misconception that airlines are in charge of the search-and-rescue process.

"It is the responsibility of emergency services at the location of the accident. In the MH370 case, where the plane is missing, authorities from different countries are involved.

"In their media releases, the airline may include information about the search and rescue but they do not have first-hand information."

THERE MUST BE A FACE TO THE COMPANY

Mr Clements said that it is important that the CEO of the company be visible in a crisis to show that the company is involved and "sincere and compassionate" to the plight of the victims and their families.

The CEO of Malaysia Airlines Ahmad Jauhari Yahya had earlier gone on TV and said that the company's "thoughts and prayers are with all affected passengers and crew and their family members."

HAVE A DARK SITE

A dark site is a website or series of web pages which is prepared by a company which can be published on the Internet quickly in the event of a crisis.

This aims to keep the public informed of an ongoing crisis.

Mr Clements noted that the Malaysia Airlines' website is "stripped of colour".

There is a sombre grey box in the middle of the main web page which links to their dark site and provides updates on the missing flight.


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