Communication plays a very important role in the development of any organization. Through communication; commands and instructions are transmitted that guide people on how they should carry out their tasks. This is why it is important for companies to ensure that communication within the company is improved to easily share professional and time-sensitive information between employees and management. This paper will examine the case of American Airlines to determine how well the company has improved its communication and how effective its communication methods are. This section will also highlight the role of communication in customer service. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an Original Essay Social media is one of the most powerful communication tools that has created a platform for many businesses to reach their customers. American Airlines has also seized the opportunity presented by social media. Through various accounts on platforms such as Facebook and Twitter, American Airlines has been able to reach a larger customer base that it otherwise would not have reached (O'Rourke, 2014). There are millions of people who use social media daily, so if American Airlines was able to target just the right people, it would convert a portion of the people on social media into their customers. However, social media helped the company market its brand to people who were unfamiliar with it. American Airlines has been at the forefront of technology when it comes to communication (O'Rourke, 2014). They have developed new devices and apps for staff that allow them to communicate easily and efficiently. The devices also contain data from customers on board. Employees are encouraged by management to scan the data and identify passengers with birthdays so they can reward them. Through the devices, employees are able to ask questions and get quick answers which have helped the company improve its operations. Communication is the conclusion of any operation. Without communication, people cannot express their satisfaction or aggression. Communication helps to collect customer opinions regarding a particular service. The collected data is subsequently used to improve the relationship between employees and customers (Baskas, 2015). How employees communicate with customers also determines the level of satisfaction the customer gets. It is therefore important to employ professional communication skills to improve customer satisfaction. Please note: this is just an example. Get a custom paper from our expert writers now. Get a Custom Essay For a long time, American Airlines had used informal methods of leadership until 2007, when professional leadership became necessary. Since then, the company has adopted effective leadership strategies that have allowed it to not only thrive but also expand. American Airlines has used authoritative and paced leadership strategies that have aided the success of the airline (Systems, 2015). These strategies required a high commitment which in return produced extraordinary success that continues to this day. The main challenges that American Airlines leaders face are competition and a lack of adequately qualified personnel. Leaders must ensure that the company remains competitive, therefore they must provide a results-oriented workforce (Taneja & Echo, 2016). Competition from other airlines also has.