Crisis communication

The purpose of this dissertation is to prove the importance of crisis communication and to evaluate the performance of the selected airline company on Facebook in relation to the benchmark of the industry. The theoretical component of the dissertation divulges in the definition of communication and its related processes, while emphasizing mass communication and its changes in regards to the development of new technologies. Furthermore, the study also describes crisis communication, its various uses and principles. The practical component gives a brief overview of social media platforms - with a particular focus on Facebook - within which the recommendations of how to manage crisis situations on the aforementioned platform are listed. By following those recommendations, commendable management of crisis communication will be shown with the example of the given airline