Utilising frames and key messages

Paper details:

This order would be part1 of my presentation paper, so it is more about list some key points which have to be related to readings and case study (United Express Flight 3411 incident) closely. I hope the writer can do as many research for the case study as he/she can. I did not set the number of references, but the writer still needs to do the references list if he/she did research.
Here is what specific content of key points should do:
What are the key contexts? What are the most important developments? Which are the key aspects of the issues/crisis?

What are the key mistakes and/or key successes with regards to communications strategy? WHY (how can you substantiate or support your analysis)? What would you recommend? What are your insights? How can you support your points with relevant facts, data, and/or theoretical frameworks?