ABSTRACT
This chapter explores the importance of crisis communications, how to undertake it as best practice and what communications are appropriate for the various groups that are impacted by the airline accident, such as families and the staff of the airline. It describes how crisis communications use social media to push information out to the public but also how it pulls in information from those impacted. The chapter goes on to review the challenges and issues of crisis communications through using a dark site. Finally, the chapter offers templates and examples that can be adapted by organisations for their plans.
