Metrolink: Managing Crisis Communication.

On April 23rd, 2002 Metrolink Commuter Rail System in Southern California experienced a crisis when a Burlington Northern Sante-Fe freight train collided into a Metrolink train that was carrying upwards of 300 passengers. Two passengers were killed and 260 passengers were injured. This manuscript examines the crisis management efforts of Metrolink to maintain its organizational reputation. Relevant literatures from crisis management and crisis communication develop a theory-based case study of this crisis. Findings from the investigation demonstrate that Metrolink was successful in their crisis management and crisis communication efforts. These findings provide prescriptions for organizations experiencing crisis, and expand the growing body of theory and research in crisis management into the field of organizational communication. [ABSTRACT FROM AUTHOR]