Teaching note for product 9B03C027.

WestJet is a regional airline service. During the early afternoon of September 11, 2001, the director of customer service is on her way to an emergency meeting. For the first time ever, all civilian airline flights across North American airspace are suspended. WestJet guests and employees are stranded across the country without any indication as to when flights will resume. In addition, there are grounded employees that are dealing with a tremendous .....more

At WestJet, a regional airline service, the director of public relations and communications is wondering how best to manage journalist inquiries in the aftermath of the September 11 terrorist attacks. In the past, journalists were used to candid communication from WestJet and are expecting the same treatment this time around. Should the extraordinary circumstances presented necessitate a change in communications strategy?

Teaching note for product 9B03C011.

A black Canadian woman is hired as vice-president of marketing and brand positioning for an Amsterdam-based computer software company. Shortly after joining the firm she encounters a number of cross-cultural and equality issues. She must decide whether or not to renew her contract with the company. The supplement case, Julie Dempster (B), product 9B03C012 outlines her decision.

This is a supplement to Julie Dempster (A), product 9B03C011. A newly hired vice-president of brand positioning must decide whether to renew her contract after experiencing cross-cultural and equality issues.

In the early 2000s, crisis management is a growth industry. Scarcely a month passes without news of organizational crises. Instantaneous media exposure worldwide raises the stakes for even modest size domestic businesses. Once-local ventures, when faced with crisis, may confront worldwide exposure. Whether challenged by hostile takeovers, plant explosions, equipment sabotage, product contamination, violence or some other threat to the viability of .....more