American Airlines using podcasts to reach staff—and the public

The company is blurring the lines between internal and external communication, and it’s embracing the risks that come with honest, open, conversational messaging.

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Every week, it seems, brings viral news of the latest terrifying, zany or cringeworthy incident in the sky. Commercial air travel has become perhaps the most fraught industry of all, which makes controlling the message of utmost importance.

American Airlines has adopted podcasting to communicate with its 122,000-plus employees, as well as with the public. It’s an engaging medium that lends itself to explaining policy changes, navigating turbulent topics and providing a glimpse into strategic direction, but are American’s audio efforts taking off?

CNBC published a story this week delving into the airline’s “Tell Me Why” podcast, which is knocking down walls between the traditionally siloed worlds of internal and external communication.

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