Gordon Campbell | Parliament TV | Parliament Today | News Video | Crime | Employers | Housing | Immigration | Legal | Local Govt. | Maori | Welfare | Unions | Youth | Search

 


Malaysia Airlines on communication breakfast radar

Malaysia Airlines on communication breakfast radar

Reputational damage to Malaysia Airlines in the wake of its handling of the missing flight MH370 comes under the scrutiny of journalists and communication
specialists at a breakfast workshop in Auckland tomorrow.

School of Communication, Journalism and Marketing senior lecturer Dr Chris Galloway, who specialises in researching organisational reputation, management
and crisis, is among guest speakers at the breakfast organised by Wright Communications.

New Zealand Herald journalist Lincoln Tan, who covered the story of the missing airliner from Malaysia, will also be among speakers at the event, which Dr Galloway says emphasises the importance of reputation and crisis management- particularly with unprecedented challenges like the enormity of the scale of the search for the plane.

“You don’t have to be an airline to consider how handling a crisis in your industry sector could involve multiple internal and external parties and how you’d handle that.”

A key focus of Dr Galloway’s presentation addressing the confusion that surrounded Malaysia Airlines’ communication response will be to convey the importance of circulating timely information to concerned parties including media and families of the missing.

“Every crisis is a crisis of information,” he says.

“Decisions need to be made with incomplete data. An incomplete picture is not a reason to not act.”

His presentation compares and contrasts Malaysia Airlines with how competitors have communicated to affected parties in the aftermath of their own crisis.

“Malaysia Airlines is a very good airline but key messages and brand values were lost in the midst of confusing and contradictory statements.”

Dr Galloway’s talk will also address cultural differences that exacerbated tensions between the airline, media and family and friends of the missing passengers.

“Western people believe it is the speaker’s responsibility to communicate clearly. Eastern people see that it is up to the speaker to understand what is being said,” Dr Galloway says.


Judging by responses by Malaysia’s human resources minister the Government was trying to take on board some of the lessons from its communication of the airliner disappearance, he says.

“Learn how to show empathy to victims and families. Learn how to handle the requests of the media who hunger for answers,” the Minister said as the search for the missing plane continues.

Managing director of Wright Communications, Nikki Wright, who organised Tuesday’s workshop, said it promises to highlight some essential necessities of the communications sector and shortcomings in the airline’s response to this incident.

“We must continually strive to improve trust between our client or organisation and its stakeholders and unfortunately in this case there were multiple shortcomings resulting ultimately in erosion of trust and reputation damage as we will learn on Tuesday.”

Ends

© Scoop Media

 
 
 
 
 
Parliament Headlines | Politics Headlines | Regional Headlines

 

Gordon Campbell: The PM’s Hair-Pulling Power Trip

There have been striking differences between (a) the account of the waitress involved in the hair-pulling incidents, and (b) the account being given by Prime Minister John Key. The version by the waitress is available here and is recommended to anyone yet to read it. By her account, there were multiple instances of hair-pulling and these persisted and persisted long after she had made her annoyance clear to Key – who had also been advised by his wife, and by other café staff that the behavior was evidently not being welcomed. More>>

ALSO:

War: What’s To Commemorate?

Gordon Campbell in Werewolf: Is there anything that can be validly commemorated on this 100th anniversary of Gallipoli? Beyond, that is, a fleeting sense of empathy with the thousands of soldiers killed or wounded on April 25 1915 and in the months thereafter, until the whole thing was finally called off in December 1915. More>>

MORE IN WEREWOLF:

ALSO:

Peter Ellis Case: Minister Declines Request For Commission Of Inquiry

Justice Minister Amy Adams has declined a request from supporters of Peter Ellis for a Commission of Inquiry on the basis that an inquiry cannot be used to determine the liability of any person. More>>

Quakes: New Process For Red Zone Crown Offers

Canterbury Earthquake Recovery Minister Gerry Brownlee has announced a process to give everyone a say on the Crown offers to owners of vacant, commercial/industrial and uninsured properties in the Residential Red Zone. More>>

ALSO:

Gordon Campbell: On The Battle Obama Is Waging Over The TPP

For the past two and a half years, this column has been arguing that the fate of the Trans Pacific Partnership (TPP) deal will hinge on whether US President Barack Obama can win Trade Promotion Authority (TPA) from Congress... Last week, the White House finally, finally unveiled a draft TPA Bill. More>>

ALSO:

Greens: Govt Breaks Free Doctors Visit Promise To Kids

Documents obtained by the Green Party show that the Government decided to fund only 90 percent of doctors’ visits for children suffering from an injury in an attempt trim the cost of the so-called “free” visits. More>>

ALSO:

Other Wars: Extension Of NZDF Commitment In Afghanistan

The New Zealand Defence Force’s commitment of mentors and support staff to the Afghan National Army Officer Academy in Afghanistan has been extended out to December 2016, Defence Minister Gerry Brownlee says. More>>

PM's Press Conference: Auckland Property Prices Increasing "Too Rapidly"

John Key accepted that Auckland property prices 'are going up too rapidly” in a press conference held today in Wellington, however he said that this is not anything new. More>>

ALSO:

Press Conference: ANZAC PMs Concerned About ISIL Bringing The War Home

Prime Minister Key and Prime Minister Abbott spoke of the bond formed between Australia and New Zealand in the “baptism of fire” of Gallipoli. Abbott stated that New Zealand and Australia’s values and interests are linked, and this is reflected in the joint operation in Iraq which will begin shortly. More>>

ALSO:

Get More From Scoop

 

LATEST HEADLINES

 
 
 
 
 
 
 
 
 
Politics
Search Scoop  
 
 
Powered by Vodafone
NZ independent news