March 28, 2008
BA Own Goal - A Terminal Case Study
Writing about http://news.bbc.co.uk/1/hi/uk/7317909.stm
And http://www.independent.co.uk/news/uk/home-news/heathrows-big-day-is-terminal-embarrassment-801743.html
Wow! This is a management, PR & Internal Comms case study in the making. I can see this being on the CIPR course next year…
The thing that stood out most for me though was the amount of coverage pointing to underinformed and poorly trained staff - from issue with the [...]