Communication in a crisis situation
Communication in a crisis situation
How a digital platform can provide consistency, speed, and crowd control.
Most Airports have state of the art protocols to handle a crisis situation but in terms of digital communication there is room for improvement. In a situation like the Corona crisis, everybody is looking at the airport’s digital channels for information. Usually the crisis team has no defined mechanism and finds ad-hoc solutions to communicate. In worse cases, people learn details and see photos through Facebook, Instagram, and Twitter before airports issue official statements—often well before reliable facts and information are available. In this paper, we give a blueprint for more direct communication to all channels. Both consistent and segmented, so that the right message gets to the right audience in a time when information is critical.