Comunicação de crise em época de pandemia

: estudo de caso da TAAG

Abstract

This thesis intends to analyze how the Angolan national Air carrier, better known as TAAG Linhas Aéreas de Angola, managed public relations and how the company communicated the crisis caused by the global Coronavirus pandemic, resulting in the cancellation of flights and closure of Angolan airspace during the first wave of the pandemic, in the second quarter 2020. This work intends to show the importance of crisis communication in companies, during a pandemic period, and a particular case was chosen for the study. In view of this objective, in the theoretical part, the importance of crisis communication was based, explaining what organizational communication consists of, audiences, reputation, crisis communication, communication plan and identifying the various strategies used by institutions to help resolve crises. The methodology used in this work is qualitative and consists of interviews with TAAG's communication director, clients and analysis of its Facebook content. The data gathered allowed us to analyze how communication was developed by TAAG, and presented to the public, during the period from March to July 2020, and it was possible to understand the perception of the public in relation to this communication. The conclusion shows that, although in theory, TAAG has an exhaustive communication policy with the public during a crisis, this was not verified in practice, and customers were dissatisfied with the communication developed during the analyzed period.

Date of Award	21 Mar 2022
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Maria Romba (Supervisor)