flying through crisis
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Lessons in Crisis CommunicationsTRANSCRIPT
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FLYING THROUGH CRISISMH370: LESSONS IN CRISIS COMMUNICATIONS
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“Balanced, vivid, eyewitness analysis of crisis cases”DAVID KIRKHAM;KRISHNAMOORTHY MUTHALY
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• Malaysia Airlines suffered a double disaster. MH370 lost and Flight MH17 shot down. Pg VIII What was your
reaction?
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How Your Attitude Shows In Your Behaviour?
Are you passionate enough?
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Book addresses what remains one of the 21st Century’s greatest mysteries with the loss of MH370 on 8th March 2014. Pg VIII
The future of Malaysia Airlines was placed in greater jeopardy by the second aircraft loss and so the chapter reviewing the crisis impacts has been updated. Pg VIII
Flying Through Crisis
MH370: Lessons In Crisis
Communications
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• The book is an extended case study in public and media communications during a crisis. Pg VIII
“That makes it a
double tragedy. They feel there was nothing
they could have
done.”
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What it does do is provide sound and entirely
practical advice on how to handle communications in
a complex and long-running crisis. Pg VIII
The book emphasises learning from the crisis by
concentrating both on those things which went well and those which did
not. Pg VIII
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The book addresses media relations, press conferences, written statements, interactions between media and families, social media use, training spokespeople, media agendas, angles and politics and delivering key messages.
• Pg VIII
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Learning is a journey Pg x
• Najib Tun Razak commented, “But we didn’t get everything right. In the first few days after the plane disappeared, we were so focused on trying to find the aircraft that we did not prioritise our communications.” Pg x1
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KRISHNAMOORTHY MUTHALYMEDIA EXPERT
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Why is internal communication so important to get right?
CEOs and employees need to voice their opinions for the improvement of an organization
Flying Through Crisis is written in all humility about how Malaysia, propelled onto the world stage, handled the crisis communications. Pg x
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Humble leaders and workers must seek
views from others to ensure they have all the
facts in making decisions that are in the
best interest of the team.
The reputation of Malaysia Airlines and
the government is influenced by
perceptions created by the media Pg xi
“Don’t write anything that will hurt our
leaders, the Government or the
airlines” Pg xii
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A cover-up is an attempt,
whether successful or
not, to conceal evidence of wrongdoing,
error or incompetence.
From learning comes
understanding and
knowledge. Knowledge
sets us free, for it is
ignorance that keeps people fearful. Pg xii
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No country has performed to perfection
in any crisis and Malaysia is no
exception. Nevertheless, lessons
have to be learned, with nothing swept under
the carpet. Pg 1
Sometimes, organisations are
unprepared for the communications side of a disaster even though they are well-prepared
for an operational response.
Plan, prepare and practice
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If your operational response is good and communication is poor, the public will perceive that you have failed on both accounts. If you don't prepare, you will incur more damage and costs.
There are no secrets to success. It is the result of preparation, hard work, and learning from failure.
Success depends upon previous preparation, and without such preparation there is sure to be failure.
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As the media continues
playing up a crisis,
especially the negative
aspects about the
response…Pg 2
“Stop letting people who do so little for you to control so much of your mind, feelings and emotions” – Will Smith
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While attending the press conferences, it was obvious
that some, but certainly not all, of the
spokespeople were neither well trained nor properly advised about managing
the media.• Pg 2
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Expectations of Effective Communications• In a crisis, the expectations placed on
government and company officials are at their most demanding. So what went wrong with communications surrounding the disappearance of Malaysian Airlines flight MH370 and how could this have been done better? Pg 2
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