Like all airlines, Delta Air Lines Inc. has a formal plan for
media and public communication in the event of an air disaster.
First: Families, Authorities
In the event of an air disaster, communications with family,
friends and associates of passengers become the first priority, said
Bill Berry, director of external communications.
A toll-free telephone number is established immediately to allow
these individuals to call for information. News media are alerted to
this number so that they can mention it in their reports.
Staff Communication
Via e-mail and voice communication, Delta's system focuses on
keeping company staff up-to-date, providing them with the same
information that is released externally. "This keeps the total
communications process together," said Berry, and allows employees in
contact with customers to answer questions and address concerns.
Information also is sent by e-mail to Delta reservation agents.
Updates on a crash would appear on a "Delta Statements" page, which is
reserved for breaking news.
Readiness: Drills, Pagers
At least once a year, Delta's PR staff holds a formal crisis
drill. In these, the various teams (e.g. crash site, family
communication, etc.) review their roles in the event of a disaster.
Always in place is a system so that media can reach a Delta public
relations staffer 24 hours a day. At least one staffer always carries
a pager to allow contact when staffers are not in the office.