“2004.11·21”是个充满悲剧色彩的日子,在凌晨那惊魂40秒中55条无辜生灵转瞬消失,接下来的近一个月里成百位亲属饱受精神煎熬和丧亲之痛。东航尽管也是这场天灾人祸的受害者之一,但同时也要充当危机事件决策者和解决者的角色。 “2004.11 · 21” is full of tragedy. In the early morning, in the first 40 seconds, 55 innocent creatures disappear in a flash. In the next month or so, hundreds of relatives are suffering from mental suffering and bereavement. Although China Eastern is also one of the victims of natural disasters and man-made disasters, it also needs to act as a policymaker and solution provider for crisis events.