Communication Technology and New Media Commons^™

Is Care In The Air?: A Crisis Ethics Case Study Of American Airlines’ Communication During The Covid-19 Pandemic, Lily V. Hicks

Graduate Theses, Dissertations, and Problem Reports

This research proposes a qualitative case study of American Airlines’ communication during the first month of the COVID-19 global pandemic. Data from the airline’s press releases along with its tweets and a sample of organizational responses to those tweets are offered for proposed analysis using the lenses of Situational Crisis Communication Theory, the Applied Model of Care Considerations, and the body of crisis literature on audience coping and emotions during crises. This in-depth look at a unique communication phenomenon will be a fundamental step in examining how airline communication exhibits ethics or lack thereof and is related to people’s emotions …