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S&T Live Recap: For Southwest Airlines, a Complex Crisis Required a ‘Thoughtful Communication Plan’

PRSay

“Whenever we get into any crisis moment, the guiding principles for us are compassion and action,” said Linda Rutherford, chief administration and communications officer for Southwest Airlines. Who are the involved audiences, what’s going on with them and how can we show movement?”

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Give corporate communicators a break- failure starts and ends with leadership

Mark My Words

The mother of all has been the United Airlines fiasco which saw a passenger “re-accommodated” in a “de-planed situation” after he refused to be “auto-volunteered” off an overbooked flight. Few who have flown with the cost-cutting airline would dispute this. Cometh the PR crisis, cometh the troll. The buck stops with the boss.

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Communications is not Optional – Especially Now

Landis PR

Yet it can erode in a moment, such as it has for the airline Southwest – previously known for great customer service – cancelled 15,000 flights over Christmas. Align internal and external communications. Public trust is perhaps your business’s most valuable commodity. It takes time to build, and it takes effort to maintain.

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3 ways to impress execs with social media metrics

PRSay

No audience affects your job security more than your own leadership team. It’s also a skill the communications team at Southwest Airlines has mastered. Set up meeting with colleagues and internal stakeholders to talk about the dashboard. Make the data real for real people,” she says.

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ICON 2021 Recap: Inside Delta Air Lines’ Crisis Response to COVID-19

PRSay

Internal messages repurposed for news media. There were very few communications items that we produced that did not have an internal component as well as an external,” Shea said. Internal communications had to be vetted swiftly, since those messages could end up in news headlines and affect stock prices, among other consequences.

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What Disney Songs Remind Us About Public Relations

PRSay

Gen Z — the current generation of interns and young professionals born after 1996 — craves authenticity. He is the immediate past-chair of the PRSA Southwest District, a three-time ICON speaker, a proud husband and father of two sons, an airline dork and a long-suffering Kansas City Royals fan. Hakuna Matata? Yeah, it’s our motto!

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Using PR To Help Brands Build Trust

ImPRessions - Crenshaw Communications

Other brands, like United Airlines, have worked to repair a loss of trust. Encourage internal authenticity first. What we want to stress is the importance of starting internally. Companies like Yum! Brands keep finding ways to do well by doing good. A well-designed PR campaign can play a role here.

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