Greer, CF & Moreland, KD 2003, 'United Airlines’ and American Airlines’ online crisis communication following the September 11 terrorist attacks', Public Relations Review, vol. 29, no. 4, pp. 427‐41.
Despite the previous analysis of airline specific crisis communication by researchers such as Sturges and Coombs (Greer & Moreland 2003, p. 428) the aim of this specific study compares and analyses the specific use of web based communication by ‘United Airlines’ (Greer & Moreland 2003, p. 428) and American Airlines (Greer & Moreland 2003, p. 428) following the September 11 terrorist attacks in 2001. Particularly the conveyance of vital information to the public, via the airlines web pages in the immediate aftermath of the incident (Greer & Moreland 2003)
The structured data gathering techniques and primary research methodology show that the quantitative research technique is used to investigate the communication question. Greer & Moreland (2003) analyse data obtained through the periodical access of the airlines websites and the subsequent printing of webpages that were associated with information (Greer & Moreland 2003, p. 430.) Data was gathered at higher frequency intervals in the first week of the study, and decreased frequency during the last two weeks (Greer & Moreland 2003, p. 430.)
Academic research by Greer & Moreland (2003) observes similarities between the communication responses of both airlines websites following the 911 crisis and Sturges three crisis response phases (Greer & Moreland 2003, p. 436)
The first instructive communication phase was observed in the airlines web postings of facts, flight information, procedures and deviating airport protocol (Greer & Moreland 2003, p. 436.) The second adjusting communication phase (Greer & Moreland 2003, p. 436) was observed in the posting of condolence messages, links to relief organisations and responses from the CEO’s of both airlines (Greer & Moreland 2003, p. 436.) Greer & Moreland