Lost in space: A critique of NASA's crisis communications in the Columbia disaster

The explosion of space shuttle Columbia on 1 February 2003 shocked the nation and threatened to destroy the image and confidence NASA had labored years to restore in the wake of its poor handling of the Challenger disaster. This paper examines NASA's crisis communications regarding Columbia's explosion. It argues that the space agency did most things right in responding to the crisis, but it made errors that reflect serious and long-standing problems with its organizational culture. The paper concludes that NASA's handling of the crisis ultimately helped the agency to maintain good will with Congress, the media, and the American public. It proposes that the space agency must fix flaws with its organizational culture, or it may be forced into the unenviable position of relying on crisis communications to protect its image and reputation.