It’s been quite a week for United Airlines, and the company remains firmly on its heels. In addition to video of a passenger’s forcible removal going viral, United’s CEO used a term in his first public statement after the incident that was, frankly, mind-boggling: “I apologize for having to re-accommodate these customers.” Emphasis mine. There are a lot of lessons to be learned here, but the one we’re most interested in is the tension that exists between legal and communications departments in times of crisis. Please check out my full post for more.