How United Airlines can meld action and social media to save its brand

Englander Knabe & Allen partner Eric Rose was quoted in a Computerworld article analyzing the impact of the United Airlines public relations disaster having hauled a customer off a plane forcibly:

“The optics are bad,” said Eric Rose, a partner and crisis management expert with Los Angeles-based Englander, Knabe & Allen. “It doesn’t look good to drag a person out through a cabin with the person screaming. They created the crisis and they’ve compounded that crisis by the way they handled it.”

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