Internal affairs: communicating during a tragedy

In the event of a tragedy, a company should have separate crisis communications plans for the media, the families of any deceased, those who are injured and their families, and the workforce as a whole. We hope sharing our experience will help others plan for the crises that can occur in our industry. We all have operational plans for addressing the tragedies of others. What we learned at Southwest is that it's equally important to have crisis communications plans to address those tragedies that hit much closer to home.