2aca519c0cf0bbbf343283f9faea301e TFG_AngladaGoeller_Aina_a2025.pdf 9b3e383f77e0cf7ba0e6d79daa97985921fcbc79 TFG_AngladaGoeller_Aina_a2025.pdf ccdde620f5173abd69262c2e2daba098f4a19e4fefe2b071fc8a8a3699ccf7fe TFG_AngladaGoeller_Aina_a2025.pdf Producer: iLovePDF ModDate: Fri May 30 23:34:40 2025 CEST Custom Metadata: no Metadata Stream: no Tagged: yes UserProperties: no Suspects: no Form: none JavaScript: no Pages: 87 Encrypted: no Page size: 595.32 x 841.92 pts (A4) Page rot: 0 File size: 7127064 bytes Optimized: no PDF version: 1.5 name type encoding emb sub uni object ID ------------------------------------ ----------------- ---------------- --- --- --- --------- ABCDEE+Calibri TrueType WinAnsi yes yes no 9 0 ArialMT TrueType WinAnsi no no no 13 0 ABCDEE+Arial-Black TrueType WinAnsi yes yes no 16 0 Arial-BoldMT TrueType WinAnsi no no no 20 0 ArialMT CID TrueType Identity-H yes no yes 23 0 TimesNewRomanPSMT TrueType WinAnsi no no no 227 0 AAAAAA+Horizon-Bold CID TrueType Identity-H yes yes yes 274 0 BAAAAA+Raleway-Bold CID TrueType Identity-H yes yes yes 280 0 AAAAAA+Arial-BoldMT CID TrueType Identity-H yes yes yes 377 0 BAAAAA+Arial-ItalicMT CID TrueType Identity-H yes yes yes 382 0 CAAAAA+Arial-BoldItalicMT CID TrueType Identity-H yes yes yes 387 0 DAAAAA+ArialMT CID TrueType Identity-H yes yes yes 392 0 DAAAAA+ArialMT CID TrueType Identity-H yes yes yes 437 0 AAAAAA+Arial-BoldMT CID TrueType Identity-H yes yes yes 442 0 AAAAAA+Arial-BoldMT CID TrueType Identity-H yes yes yes 1094 0 DAAAAA+ArialMT CID TrueType Identity-H yes yes yes 1422 0 AAAAAA+Arial-BoldMT CID TrueType Identity-H yes yes yes 1543 0 DAAAAA+ArialMT CID TrueType Identity-H yes yes yes 1612 0 EAAAAA+Roboto-Regular CID TrueType Identity-H yes yes yes 1702 0 FAAAAA+TimesNewRomanPSMT CID TrueType Identity-H yes yes yes 1788 0 GAAAAA+TimesNewRomanPS-ItalicMT CID TrueType Identity-H yes yes yes 1793 0 FAAAAA+TimesNewRomanPSMT CID TrueType Identity-H yes yes yes 1798 0 Jhove (Rel. 1.28.0, 2023-05-18) Date: 2026-02-10 03:51:41 CET RepresentationInformation: TFG_AngladaGoeller_Aina_a2025.pdf ReportingModule: PDF-hul, Rel. 1.12.4 (2023-03-16) LastModified: 2026-02-09 11:03:54 CET Size: 7127064 Format: PDF Version: 1.5 Status: Well-Formed and valid SignatureMatches: PDF-hul MIMEtype: application/pdf Profile: Tagged PDF PDFMetadata: Objects: 0 FreeObjects: 1 IncrementalUpdates: 0 DocumentCatalog: PageLayout: SinglePage PageMode: UseNone Language: es-ES Outlines: Item: Title: 1. Introducció Destination: 1 Children: Item: Title: 1.1. Objectius del treball Destination: 1 Item: Title: 1.2. Motivació Destination: 1 Item: Title: Destination: 1 Item: Title: 1.3. Metodologia Destination: 1 Item: Title: 2. Marc teòric Destination: 1 Children: Item: Title: 2.1. El concepte de crisis Destination: 1 Children: Item: Title: 2.1.1 Característiques d’una crisis Destination: 1 Item: Title: ​2.1.2 Tipologies de crisis Destination: 1 Item: Title: 2.1.3. Fases de les crisis Destination: 1 Item: Title: 2.1.4. Dimensió psicològica d’una crisi Destination: 1 Item: Title: 2.2. Gestió de crisis Destination: 1 Children: Item: Title: 2.2.1. El comitè de crisis Destination: 1 Item: Title: 2.2.2 Directori de crisis Destination: 1 Item: Title: 2.2.3. El manual de crisis Destination: 1 Item: Title: 2.2.4 Pla de comunicació de crisi Destination: 1 Item: Title: 2.3. Comunicació de crisis Destination: 1 Children: Item: Title: 2.3.1. Els stakeholders Destination: 1 Item: Title: 2.3.2. Missatges Destination: 1 Item: Title: 2.3.3. Portaveus Destination: 1 Item: Title: 2.4. Principis generals aplicats als accidents aeris Destination: 1 Children: Item: Title: 2.4.1. Els accidents aeris. Destination: 1 Item: Title: 2.4.2. Estratègies generals de comunicació en situacions de crisi Destination: 1 Item: Title: 2.4.3. Cronologia de la comunicació en la gestió d’una crisi aèria. Destination: 1 Children: Item: Title: 2.4.3.1. Protocol comunicatiu immediat, les primeres 24 hores Destination: 1 Item: Title: 2.4.3.2. Cronograma de comunicació institucional posterior a l’accident Destination: 1 Item: Title: 2.4.4. Errors habituals en la gestió comunicativa Destination: 1 Item: Title: 2.4.5. Espais digitals i fonts tècniques d’informació durant una crisi. Destination: 1 Item: Title: 2.4.6. L’ús de les xarxes socials durant una crisi Destination: 1 Item: Title: 2.5. Conseqüències de les crisis aèries Destination: 1 Children: Item: Title: 2.5.1. Repercussions econòmiques Destination: 1 Item: Title: 3. Estudi de cas del Vol 9525 de Germanwings Destination: 1 Children: Item: Title: 3.1. La companyia Germanwings Destination: 1 Item: Title: 3.2. Descripció de l’accident, el vol 9525 Destination: 1 Item: Title: Destination: 1 Item: Title: 3.3. Causes de l’accident: Vol 9525 Destination: 1 Item: Title: 3.4.Primeres conseqüències Destination: 1 Item: Title: 3.5. Gestió comunicativa de la crisi Destination: 1 Children: Item: Title: 3.5.1. Resposta comunicativa de l’aerolínia Destination: 1 Item: Title: 3.5.2. El paper del CEO Cartsen Spohr, el portaveu de la crisi Destination: 1 Item: Title: 3.5.3. Impacte en els familiars, el públic més important. Destination: 1 Item: Title: 3.5.4. Canals i estratègies de comunicació Destination: 1 Children: Item: Title: 3.5.4.1 Cobertura mediàtica Destination: 1 Item: Title: 3.5.4.2. Anàlisi de les xarxes socials Destination: 1 Item: Title: 3.5.4.3. Pàgina web Destination: 1 Item: Title: 3.5.4.4.Youtube Destination: 1 Item: Title: 3.6. Valoració crítica de la gestió de crisi Destination: 1 Item: Title: 4. Part pràctica Destination: 1 Children: Item: Title: 4.1. L’anàlisi comparativa de la gestió comunicativa en accidents aeris Destination: 1 Children: Item: Title: 4.1.1. Context Vol MH370 de Malaysia Airlines - 2014 Destination: 1 Children: Item: Title: 4.1.1.1 Anàlisis comunicatiu de la gestió de crisi Destination: 1 Item: Title: 4.1.2. Context Vol JK5022 de Spanair - 2008 Destination: 1 Children: Item: Title: 4.1.2.1 Anàlisis comunicatiu de la gestió de crisi Destination: 1 Item: Title: 4.1.3. Context Vol AF447 de Air France - 2009 Destination: 1 Children: Item: Title: 4.1.3.1 Anàlisis comunicatiu de la gestió de crisi Destination: 1 Item: Title: 4.2. Decàleg de bones pràctiques en comunicació de crisi Destination: 1 Item: Title: 5. Conclusions Destination: 1 Item: Title: Bibliografia Destination: 1 Filters: FilterPipeline: FlateDecode FilterPipeline: DCTDecode Images: Image: NisoImageMetadata: FormatName: image/png ImageWidth: 900 ImageHeight: 600 BitsPerSample: 8 BitsPerSampleUnit: integer Filter: FlateDecode Image: NisoImageMetadata: FormatName: image/png ImageWidth: 367 ImageHeight: 137 BitsPerSample: 8 BitsPerSampleUnit: integer Filter: FlateDecode Image: NisoImageMetadata: FormatName: image/png ImageWidth: 367 ImageHeight: 137 BitsPerSample: 8 BitsPerSampleUnit: integer Filter: FlateDecode Image: NisoImageMetadata: FormatName: image/png ImageWidth: 367 ImageHeight: 137 BitsPerSample: 8 BitsPerSampleUnit: integer Filter: FlateDecode Image: NisoImageMetadata: FormatName: image/png ImageWidth: 367 ImageHeight: 137 BitsPerSample: 8 BitsPerSampleUnit: integer Filter: FlateDecode Image: NisoImageMetadata: FormatName: image/png ImageWidth: 367 ImageHeight: 137 BitsPerSample: 8 BitsPerSampleUnit: integer Filter: 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