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dc.contributor.authorCullen, Thomas Robert
dc.date.accessioned2018-07-19T04:30:15Z
dc.date.available2018-07-19T04:30:15Z
dc.date.issued2018-05
dc.identifier.othercullen_thomas_r_201805_ma
dc.identifier.urihttp://purl.galileo.usg.edu/uga_etd/cullen_thomas_r_201805_ma
dc.identifier.urihttp://hdl.handle.net/10724/38308
dc.description.abstractThe purpose of this thesis was to understand whether the influence of traditional media hinders an organization in framing their own narrative following a crisis. United Express Flight 3411 served as a case study. In this episode, a Vietnamese immigrant was violently removed from Flight 3411 in favor of United Airlines employees. Following the incident, captured on video and shared on social media, United CEO Oscar Munoz gained widespread notoriety for his inconsistent and often ill-considered crisis management strategies. A qualitative analysis was conducted of United Airlines’ internal and external crisis messaging, in addition to the coverage from five major news outlets. It was found that United Airlines was unable to dictate the narrative of this crisis event, and that the news reporting was, in reality, often guided by the public sentiment as witnessed on social media. Consequently, this study provides guidelines and suggestions for both crisis practitioners and scholars.
dc.languageeng
dc.publisheruga
dc.rightspublic
dc.subjectcrisis management
dc.subjectcrisis
dc.subjectdeal
dc.subjectdenial
dc.subjectdiminish
dc.subjectimage repair theory
dc.subjectsituational crisis communication theory
dc.subjectUnited Express Flight 3411
dc.title(Don’t) Come Fly With Me: A Qualitative Examination of United Airlines’ Public Relations Crisis Following United Express Flight 3411
dc.typeThesis
dc.description.degreeMA
dc.description.departmentGrady College of Journalism and Mass Communication
dc.description.majorJournalism and Mass Communication
dc.description.advisorBryan Reber
dc.description.committeeBryan Reber
dc.description.committeeJeffrey Springston
dc.description.committeeCarolina Acosta-Alzuru


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