What should airport staff avoid doing on social media during an incident?

In the context of an incident at an airport, it's crucial for staff to manage communication carefully to maintain accurate information flow and ensure public safety. Posting updates and information on social media can lead to miscommunication or the spread of misinformation, especially if the staff does not have all the facts or if the situation is still developing.

Engaging with the public during such a sensitive time can also be problematic, as it may divert attention from official channels and can result in unverified information being shared. Instead, airport staff should follow official guidelines that typically recommend consistent messaging through designated spokespersons or official accounts, which helps to maintain clarity and control over the narrative regarding the incident.

Using private accounts can be appropriate in certain contexts, but during an incident, reliance on personal channels could blur the line between personal opinion and official information, leading to confusion. Therefore, the best practice is to refrain from posting on social media about the incident altogether unless directed by the appropriate authorities, to ensure that all communication is controlled and reliable.