Communication Issue

Read the case Planes, Trains and Social Media by Kapil Tuli, Christopher Dula, Sheetal Mittal from Harvard Business.
Advise on the two types of issues that the organization in the case has to address:
a. The negative issues
b. The positive issues
What should they do with each? How? Over what period of time – in other words, explain what the priority of issues are and the suggested schedule for activities and dealing with the major communications issues surrounding what has occurred.
Please remember to focus on the COMMUNICATIONS issues of the case – NOT the operational issues.
However, you may describe what you believe the impact of the new communications strategies and tactics will be on operations.