Crisis Communications in Social Networks: International and Russian Airlines' Examples

The focus of provided paper is crisis communications in social networks via international and russian airlines’ examples. Theoretical framework of this research was formed by Attribution theory, SCCT, Image Repair Discourse and Discourse of Renewal. The objective of present research was the clarifying of airlines crisis communications’ properties in social networks. In order to reach the proposed objective, such instruments as sociological poll and comparative case study were applied. The aviation branch-related crises types were used as the key criteria for relevant cases’ selection. Moreover, an experiment was conducted in order to evaluate and submit the comparative analysis’ data. As a result, key guidelines for Russian airlines’ were stated in favour of improvement of crisis communicational practice in social networks.