Based upon the statements and actions taken by United Continential Holdings Inc., the experts were asked to gauge how well they handled the crisis. “‘By the book,’ is how United Airlines said it conducted its investigation of former CEO Jeff Smisek, and by the book is how its board and new CEO have handled every communication regarding management changes. But there are times when ‘by the book’ is simply not enough to do the job, and this is one of them,” says Davia Temin. — The Wall Street Journal’s Risk and Compliance Journal […read more]