No greater sacrifice: American airlines employee crisis response to the September 11 attack

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14 Scopus citations

Abstract

This case study reports the identification strategies and related tactics that American Airlines CEO Don Carty and his team of professional communicators used in their employee crisis response to the September 11 attack. Data analyzed in the study include 78 internal documents; 10 articles from the airline's corporate newspaper; and interviews with Timothy Doke, then American Airlines Vice President of Corporate Communications, and Andrea Rader, a senior member of Doke's team. The results of this study provide guidance to corporate communicators tasked with rebuilding employee morale after a malevolent-type crisis.

Original languageEnglish (US)
Pages (from-to)350-375
Number of pages26
JournalJournal of Applied Communication Research
Volume35
Issue number4
DOIs
StatePublished - Nov 2007

All Science Journal Classification (ASJC) codes

  • Communication
  • Language and Linguistics

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