Zaremba, A.J. (2014). Crisis Communication: Theory and Practice. London: Routledge
https://www.perfectapology.com/jetblue-apology.html
The idea of the Case Analysis is to examine a real-life crisis, show a clear understanding of what took place, and then critique the company/individual in terms of how the crisis was managed. You are to analyze what was done well and what perhaps could have been orchestrated better and why. I’m looking for your take on the crisis and your ideas about how it could have been handled better. You should focus on the steps that were taken and how this influenced the overall management of the crisis, positively and negatively.
Discuss issues raised by the case in a focused, thorough and organized manner
Be creative – use your own ideas, refer to class discussions and readings; don’t rehash case history
Look at all sides before you make decisions about how the crisis was managed; cite pros v. cons
Use your analysis to thoroughly support your decision and/or recommendations