Horizon Air and Crisis Communications
Okay, I spent 3 hours last night following along the SeaTac Horizon Air Q400 incident on Twitter. I'd like to give insights on the event (but not directly about it).
1.) Twitter is relevant for these quickly developing incidents. If you are not trained on the use of Twitter or any social media, you need to NOW. If you have any desire to enter the emergency management, disaster preparedness or crisis communication field for your company, you need to be skilled in a general understanding of all things social media .
2.) Horizon Air's crisis management was ON TOP of it. In 2.5 hours after the incident started, the CEO was on with a message. That is the fastest I've ever seen crisis response. This event is a life safety and public risk and spread through social media like a wildfire. Make sure your business has a Crisis Communications plan. If you need one, contact me.
3.) A thorough investigation by federal agencies and an internal review will begin. As a company, if this happened to you BE HONEST. DO NOT HIDE ANYTHING. If you didn't know something, say it. Your company reputation is now on spotlight.
4.) Provide care and comfort to your employees at this time. This is an INCREDIBLY sad outcome for all employees. Go out of your way to bring in crisis and grief counselors if an event like this occurs.