Cover -- Half Title -- Title -- Copyright -- Dedication -- Contents -- List of illustrations -- Foreword -- Acknowledgments -- Introduction -- 1 Introduction to aviation communication - it's more than you think! -- Three points to communication -- Potential parties to an event -- Audience analysis -- Empowerment statement -- Cultural differences in communication -- Chapter summary -- 2 Aviation terminology and communication techniques: the basic building blocks and connective tissue -- Terminology and lingo -- Techniques -- Source of support points - development of a technical data sheet -- Chapter summary -- 3 The 4-point formula - your absolute safety net -- Background -- The 4-point formula -- Rationale for the 4-point formula -- Case studies - uses of the 4-point formula -- Why reinvent the wheel? -- Dealing with various audiences -- Conclusion -- Chapter summary -- 4 The accident investigation process and associated scenarios: who is really in charge? -- Background -- Contracting states -- Standards and Recommended Practices -- Investigation board formats -- Rationale for communication -- Levels of communication -- Variables for reality -- Three common threads -- The CEO and their communication styles -- Case study -- Chapter summary -- 5 Strategy and messages: establishing the foundation for success or failure - the meat and the bones -- Strategy for who speaks -- An organization's objective for who communicates in an accident or incident -- Reality decides who communicates -- Messages for potential audiences in an accident or incident -- Messages by subject -- Chapter summary -- 6 Controversial questions and answers - situational awareness - dos and don'ts: help to back out of that corner! -- Leaving a situation -- Don't know the answer -- Don't know the answer but would like to respond -- Know the answer, but don't want to respond.

Realize you are in trouble and want to get out of it -- Sometimes there is no winning - realize it! -- Law enforcement vs aviation -- Personnel event -- Ethics situation -- Insurance question -- Humanizing vs apologizing -- The causes -- Confidentiality -- Questions in an accident -- Potential controversial questions -- Dos and don'ts -- English as a second language -- Chapter summary -- 7 Communication response worksheets - learning to plan it all before something happens -- Communication response worksheet template - how to fill it out -- Template 1 - accident with deaths and/or injuries -- Template 2 - incident, part 1 -- Template 3 - safety -- Template 4 - ethics, part 1 -- Template 5 - commercial, part 1 -- Template 6 - finance -- Template 7 - workplace -- Template 8 - technical -- Chapter summary -- 8 Sample press statements: the accident and beyond with the how and the why -- Statement/release #1 - event with deaths/injuries external -- Statement/release #2 - event with deaths/injuries internal -- Statement/release #3 - incident with no deaths or injuries -- Statement/release #4 - security scrutiny -- Statement/release #5 - regulatory event -- Statement/release #6 - regulatory fine -- Statement/release #7 - security/terrorism concern -- Statement/release #8 - safety issue -- Statement/release #9 - workplace event -- Statement/release #10 - loss of aircraft component -- Statement/release #11 - inaccurate or speculative statement/political posturing by outside party ("Witness has said" or "Sources have told us") -- Statement/release #12 - environmental event (non-living) -- Statement/release #13 - environmental event (living) -- Statement/release #14 - something happened, and it was your fault -- Statement/release #15 - ethics scenario -- Statement/release #16 - whistle-blower -- Statement/release #17 - financial troubles.

Statement/release #18 - defense of a regulator (if a regulator is in a Category 2 status) -- Statement/release #19 - misperception that our industry is "third world" -- How to educate -- Conclusion -- Chapter summary -- 9 Social media and aviation communication: when and when not? -- Forms of social media -- Case studies -- Conclusion -- Chapter summary -- 10 Case study - Allegiant Air, the FAA, and 60 Minutes -- Allegiant Air -- The 60 Minutes interview and the FAA -- Potential impact on Allegiant Air -- Chapter summary -- 11 Summary of mistakes and countermeasures -- Chapter 1: Introduction to aviation communication - it's more than you think! -- Chapter 3: The 4-point formula and extra - your absolute safety net -- Chapter 4: The accident investigation process and associated scenarios: who is really in charge? -- Chapter 7: Communication response worksheets - learning to plan it all before something happens -- Chapter 9: Social media and aviation communication: when and when not? -- Chapter 10: Case study - Allegiant Air, the FAA, and 60 Minutes -- Index.