United Airlines’ decision to solve its overbooked flight problem by dragging an older customer out of its airplane in full view of his horrified fellow passengers carried lessons. Aside from the basic lesson about treating humans decently and avoiding having law enforcement bloody a man in the process of removing him from a flight in order to resolve a problem that was the airline’s own doing in the first place, there were PR lessons about how to properly respond when your organization screws up on a grand scale and media lessons about news judgment and all sides to a story not being equal.
The decision, for example, to bring up Dr.
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