Read the United Airlines—Navigating a Social Media Storm (attached – page 20). Then, answer the following:
- Did these incidents impact the firm’s corporate identity or corporate image, or both, as described in the chapter?
- Did United Airlines engage in effective crisis management, and why or why not?
- If you were the public relations manager at United Airlines, what steps would you have recommended the company take when these incidents occurred?
- What should the company do now to regain its customers’ trust?
