Crisis communication to ADT customers
Don Carty 9/11 letter
I wrote the following letter from American Airlines Chairman and CEO Don Carty in the days following the events of 9/11. The letter appeared on the AA.com home page, was sent to AAdvantage program members via mail or email, and was run as a full-page newspaper ad.
Client email follow-up to server outage
This email was sent to clients following an outage that took down their online scheduling capabilities. The purpose was to share the details of our investigation into the cause of the outage, as well as the resolution and our plan for preventing a similar incident going forward. Immediately below this email is a positive client response, which was shared with the company by our COO.
Email from our COO, with the client response to the above:
