American Airlines' use of mediated employee channels after the 9/11 attacks

This study investigates American Airlines' employee response to the 9/11 attacks. Interviews with corporate communicators at the airline and analysis of electronic publications released internally within the airline reveal how mediated communication channels supported the supervisory communication efforts after the 9/11 attacks. An internal employee campaign called Good Words is used to illustrate how emerging technologies can support the emotional needs of employees after a crisis. The article concludes with lessons American Airlines learned from the terrorist attacks and implications for crisis communicators.