Lecturer
University of Rhode Island
United States
Lisa Bergson is a lecturer of public relations at the University of Rhode Island. She has taught public relations for more than six years at four-year public universities. Prior to teaching, she served in various leadership roles in nonprofits for 23 years. As such, Bergson brings a wealth of practical experience to the classroom. Her research interests are crisis communication, corporate reputation, and social media.
Seconds Count: Southwest Airlines’ Crisis Response – A model for corporations
Instead of what not to do, this case study of Southwest Airlines’ crisis response to the death of one of its passengers showcases best practices for handling crises and demonstrates the need for corporations who are often “conservative” to employ immediacy in today’s digital age where seconds, not hours, count.