Expanding victim-centred postcrisis communication through memorials: A case study of Lufthansa's communication efforts following the 2015 Germanwings plane crash

Abstract

Most of the existing literature on crisis communication focuses on the crisis response immediately following a crisis. There is a dearth of research examining postcrisis communication efforts. Postcrisis communication is especially important in the context of tragic crises, which leave stakeholders deeply affected and traumatized. This paper examines the multifaceted nature of memorials and their significance in postcrisis communication. Using the 2015 Germanwings crash as an illustrative case study, the paper highlights how memorials serve as artifacts of grief, remembrance and celebration of life. Postcrisis communication that centres on victim needs is a keystone to better crisis management. Moreover, I argue that postcrisis communication should facilitate healing by serving the needs of victims, which supersede those of organizations. The paper examines the notions of victim-centred crisis communication and ethics of care by looking at memorials as artefacts of postcrisis communication.