Social media in crisis communication: Germanwings flight 4U9525

Abstract

Negative events test the resilience and leadership of a company in order to amend mistakes and adapt to changes required by crisis and disasters. Effective crisis management and communication help reduce damages and uncertainty and contribute to a quick recovery. This paper analyses the early reactions regarding the Germanwings air crash in March 2015. We motorised and analysed online information to check whether the communication management is performed effectively.