American Airlines' use of mediated employee channels after the 9/11 attacks

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16 Scopus citations


This study investigates American Airlines' employee response to the 9/11 attacks. Interviews with corporate communicators at the airline and analysis of electronic publications released internally within the airline reveal how mediated communication channels supported the supervisory communication efforts after the 9/11 attacks. An internal employee campaign called Good Words is used to illustrate how emerging technologies can support the emotional needs of employees after a crisis. The article concludes with lessons American Airlines learned from the terrorist attacks and implications for crisis communicators.

Original languageEnglish (US)
Pages (from-to)37-48
Number of pages12
JournalPublic Relations Review
Issue number1
StatePublished - Mar 1 2004

All Science Journal Classification (ASJC) codes

  • Communication
  • Organizational Behavior and Human Resource Management
  • Marketing


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