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v This Month: The Goffee Conundrum
Did you see the March 13'2AO2, Waff Strcet Journal article taking
Southwest Airlines to task over the taste of our coffee? Even Herb,
pressed for his opinion, dubbed our grounds "sawdust."
In an age when one can't throw a coffee cup without hitt ing another storefront
caffeine bistro, it was time for Southwest to wake up. Nonetheless, we couldn'tjust stop by a corner caf6 and order a gazil l ion fi l ter packs delivered weekly to
20 Provis ioning Stat ions.Enter the Procurement Team, which revamped our snack selections last year
and never stops searching for better products at lower prices. This time around,
the delegat ion of In f l ight , Provis ioning, and Purchasing Employees was to f ind
a more popular coffee at the same or better price.
Af ter evaluat ing 15 d i f ferent suppl iers (sampl ing, in Team Member Robin
Schanbarger's words, "about 40 cups of coffee" in a sitt ing), the Procurement
Team settled on our new provider: Mother Parker's, Canada's largest coffee com-
pany, whose Ft. Worth facil i ty is the newest and most technologically advanced
roaster in North America.But why didn't we go with one of the many coffee companies we and our
Customers pass every day in the airport? Although Starbucks, Seattle's Best, and
others have prospered overthe past decade serving stout, dark-roasted blends
nationwide, the fact is that moSt Amerigans prefer a l ighter taste. (Furthermore,
the trend-setting retailer in this field has an exclusive marketing agreement with
another airl ine, and wouldn't even return our phone calls!)
You may have never heard of Mother Parker's because it's a roaster, not a
retailer. Mother Parker's customers include Dunkin' Donuts, Brinker International(owner ol Chil i 's, Macaroni Grll l , Applebee's, and others), and numerous gro-
cery-store chains who put their own label on a Mother Parker's blend tweaked
to fit regional tastes. This particular supplier accommodated the ProcurementTeam's need for blind tastetests, and offered upwards of 100 different blendsfor us to choose from-plus the option of custom-blending a unique taste, if wepreferred.
Af ter n ine months of s tudy, sampl ing, and negot iat ion, the ProcurementTeam settled on a Mother Parker's blend that is:. a mix of South American arabica beans. medium roasted, darker than the common, canned coffees sold in grocery
stores. packed 1/a oZ. tnotg per filter, for a fuller taste. sealed in a new foil wrapper (l ike our peanuts) that bars moisture and keeps
the grounds f resher.priced $250,000/year lower than our current blend
That last point looms even larger when you consider that onboard java
is a pure perk-we can't recoup the cost as we do with alcoholic beverages.Mother Parker's also sweetened our new contract with a locked-in price, shieldingSouthwest from weather- and demand-driven cost increases. (We also declinedone well-known company's competit ive offer because it included labeled cupsand other branding that would have detracted lrom our Customers' onboardexper ience.)
The coffee we selected wil l be onboard by February 2003. Sometime betweennow and then our specia l b lend wi l l get i ts own name, to be announced inOnboard.
Will that be the end of caf6 de pulpwood? Our Customers wil l judge that lorus. In any event, even if few notice the improvement, a quarter-mill ion dollarsadded to Southwest 's bot toml ine is something a l l o f us can savor .
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onb@rd
Manual Anatomy(continued from page 3)
pages in your binder that are not listed in the LEP must be taken out. Dispose of any
security-related pages by shredding or turning in at your base for proper disposal.
lf you have any "keepsake" pages not security-related, keep them anywhere but
in the Flight Attendant Manual.
Following these pages, there are 15 tabs and chapters:
I ntroduction & Administration
FARs
Boeing 737
Leased Aircraft
Emergency Equipment & Procedures
The last page in this chapter must be a periwinkle (light purple) fold-out sheet
called ,'Planned Emergency checklist." No other color belongs in this section.
Security & Hazmat
First Aid
Here's another color foldout called "MedLlnk Radio Patch Checklist." lt's
goldenrod (dark yellow). Make sure that's the only colored page in the First
Aid chapter.
CPR-Rescue Breathing-Helmlich Maneuver
Your Flight Beginning to End
lnf light Seruice Procedures
Customer Care
Appearance Standards
Work & Conduct Rules
Schedulinglndex
Starling with Revision 66, we indexed the Flight Attendant Manual for the
first time. we are now up to Revision 69 with the lndex. And, thanks to feedback
from Flight Attendants and Supervisors, our lndex keeps getting more precise
and useful with every revision. Send your suggestions/concerns to inflight_
[email protected] to help us make the lndex work for you.
A while back, we issued a tabless divider to function as the very last sheet in
your manual. This is not required for an FM inspection; it iust helps to keep the
rearmost pages from getting grubby.
That's alll Again, anything other than what's listed here (and, in excruciat-
ing detail, in the salmon-colored LEP) does not belong in the Fllght Attendant
Manual.
lf you have questions, please contact your Supervisor. Any unresolved ques-
tions can be directed to inf [email protected].
SWA
Flight Attendants of theMonth for August 2OO3
BWI Katherine RilleyDAL John PancerzewskiHOU Tonia JohnsonMCO Crystal PaceMDW Debra PulidoOAK Michelle BakerPHX Gloria James
Marketing UpdatesSouthwest Airlines Group Booking Proce'dures GhangeEtfective July 1, Group Customers may reserve
space on Southwest's published scheduled service
only, which generally opens for reservations four
to six months prior to travel. This change will allow
Southwest to continue providing safe, convenient,
and affordable air travel to our Group Customers.
All Group bookings made prior to July 1 will be
honored.
Southwest Hits Radio WavesThe Advertising Team has been working hard
behind the scenes to educate our Customersabout Southwest. Here's the latest on some of
our newest ads:You've probably seen TV outdoor boards, and
posters pushing our nonstop service. We entered
the world of radio earlier this summer with a spot
titled "Soap Opera," featuring two men trying to
watch a soap opera's turning point without suc-
cess. ln typical Southwest humor, the commercial
reminds Customers that stops are not always a
good thing, especially when traveling. So when
you're driving, keep an ear out for this entertaining
commercial.
southwest.com Gets a BoostWe're excited to introduce a new product thatwill make life for travelers a whole lot easier. With
Southwest Shortcut, Customers can view numer-
ous dates at a glance (a whole monthl) for our
lowest fare available without wasting time search-
ing other web sites. We launched Southwest Short-
cut in early August with a nationwide multimedia ad
campaign including print, radio, posters, and TV.
All advertising focuses on saving our Customers
time while searching for a fare online.
Multicultural Ads Add Flairln July, we launched a new Hispanic TV and radio
campaign to create awareness of Southwest's ded-
icated Spanish reservation line (800-VAMONOS).
By playing off the meaning o{ "v6monos" (let's go)
and instilling the idea of Southwest as the real thing,
we have created spots that are exciting, FUN, and
culturally relevant to the Hispanic community and
Southwest Culture.We have also created a newTV spot in support
of our continuing partnership with radio personality
Tom Joyner and the African American community."Happy Listeners" reminds everyone who drives to
work with Tom Joyner that they're not getting out of
their car without a belly full of laughs. Watch for this
spot on the BET network and Southwest-sponsored
sports events through the remainder of the year.
Honors
onbgbrd
@rhe waffiHl,g:""HgkRevision 66 was a big one. But, would you believe' the stack ofdocuments supporting it was more than eight times as thick?
Rwisirg the FlQht AttendantManual (FAM) is much morethan rearranging words andprinting new pages. In fact, thebulk of revising is in the discus-sion and study that take place
beforehand. Then there is fol-lowup to ensurethat our manualagrees with what everyone elseat Southwest is doing.
All this is important because once a manual revision is issued, it can't be ignored
or retracted. Here's a look at the manual revision process from start to finish.
We start with input: What needs to be changed, deleted, or amended? This can come
from many directions, including Inflight, Provisioning, Flight Operations, Maintenance,
Ground Operations, Boeing, FAA, TSA, and DOT.Before the three-member lnflight Publications staff changes a single word in the
manual in response to this input, we collect all the information we can. This requires
meetings, phone calls, and e-mails-which add up to a lot of staff time. In fact, this
is the single most time-consuming part of the revision process.
Once we finalize the changes, we rewrite the affected pages, add illustrations,photographs, and cross-references as needed, then examine everything carefully to
make sure the manual's information flow remains intact. Then we re-create the Tables
of Contents (affected chapter), List of Effective Pages, and Index.When all the pages are ready, about'10 staff members proof the revision, each one
looking for a specific type of problem. Some check each page number with the Table
of Contents, Index, and List of Effective Pages; others ensure accuracy of spelling,
content, or grammar.At this point, we also take a moment to give advance notice of the revision to
other Southwest Departments whose Employees may be affected, such as Flight Ops,
Ground Ops, and Provisioning. That gives them time to change their own manuals
or procedures, if necessary.Oncethe revision is proofed, cor-
rected, and complete, we upload itinstantly to our printing company'sweb site. The printer then gener-
ates four copies of a proof, or actualsample, of the revision. Several ofus "test insert" these copies intoour own manuals to make sure theinstructions upfront and List of Effec-tive Pages are accurate. lf an erroris discovered, it is corrected-thenproofed again!
Final ly , a f ter everyone hassigned off, the printer's presses
roll. Or, more accurately, the green
Manual Quick Gheck
With Revision 66, your Flight Attendant Manual shouldcontain the following in the order listed:
Regiffiirn Pagp 9l23lo2 n
Revbion Rsd Signed through nRevision 66
BulletinRffidshed 9l23l12 X
f.igof Efrcli\,€ Pag€s gl2gl}2 !
15 bbbed ct|apbrs Contents verifi€d T-'l(ndexsfpullbehstl) against LEP u
Are you up-to-date?(continued on page l2l
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MakingaRevisionHapp€h t"o,,nnrod t'om P.eo 4l
lights hum: The FAM is printed on an enor-
mous version of an office copier called a
Docutech, to save on costs. Then each fin-
ished copy is shrink-wrapped, boxed, and
delivered to Southwest Airlines Cargo for
shipping to the most distant Flight Attendant
Bases first.To keep costs under control, we print
one revision for each Flight Attendant on thepayroll and distribute them to Flight Attendant
Bases using current enrollment numbers.
Since New Hires get a complete manual
before they leave Initial Training, everyone's
needs ought to be satisfied, right?
Yes ... but when a Flight Attendant from
one base picks up a revision at another
base, the supply line starts to unravel. One
base's supply falls short, another's goes
into surplus, and Base Coordinators have to
call other Base Coordinators to locate and
acquire spares. This uses up time the Coor-
dinators could have spent helping individual
Flight Attendants with other business. Since
it 's impossible to guess where demand wil l
be, and printing extras would come right off
our ProfitSharing, the best solution is for
Flight Attendants to pick up their own revi-
sion from their own base.Once the rev is ion becomes of f ic ia l ,
Inflight Training looks for consistency in its
instructor guides, training videos, workbooks,
candidate (trainee) packets, homestudy,
classroom presentations, flip charts, exams,
Briefing Book, and J.O.E.Finally, before the next Init ial Training
class begins, Publications collates the revi-
sion into the new manuals we supply to Initial
Training candidates. This, in turn, must beproofed to ensure all candidates have a cor-
rect manual on their first day of training.The Publications Department actually
works one revision ahead ol the manual.
For example, even before Revision 66 went
to print, we created a file called "Revision 67."
Into that file will go every e-mail, phone-call
log, and suggestion sent to us from all over
the Company and from our federal over-
seers.Then, when it is t ime to decide on the
scope of Revision 67, we will open the file
for discussion.Oops, that f i le is already open. Stand
by- lnf l ight Publ icat ions is get t ing busy
again!
onb@rd
Weather Quick Facts I Terminolory Child Restraint Devices
Flight Attendants should have a working knowledge of obseruable weather patterns and
f terminologyforseveral reasons:tofacilitateCrewcommunication,toanswerquestionsfrom
Customers, and to determine if changes in weather conditions will affect cabin safety.
Weather proloundly affects ourworking environment. A reviewof jetaircraftaccidents
consistently shows that each year a commercial jet aircraft is extensively damaged due
to the effects of turbulence. lt is the leading cause of injury in non-fatal accidents to flight
attendants and occurs mostfrequently duringthe cruise phase of flight (when flight atten-
dants are usually up and working).
Jet stream: a narrow shallow, meandering river of strong winds which usually extends
around the temperate zone of the earth. lt follows a wavelike pattern as a part of the
general wind f low and is located in regions where there are large horizontal differences in
temperature between warm and cold air maSSeS. A jet stream exists whenever winds of
50 knots or stronger are concentrated in a band at least 300 nautical miles long.
Gusts: irregular, random, sudden, and brief turbulent air movements. The degree of
turbulence experienced is related to the number of such abrupt changes in the air.
Light chop: turbulence that causes slight, rapid, and somewhat rhythmic bumpiness
without appreciable changes in altitude/attitude.
Moderate chop: rapid bumps or jolts without changes in aircraft altitude or attitude.
Ceiling: the height above the surface of the lowest layer of clouds or obscuring phenom-
ena. lt is reported as broken or overcast. The ceiling is unlimited if the sky is cloudless.
Msibility: the greatest horizontaldistanceatwhich prominentobjects can be distinguished
with the naked eye. Like cloud cover, it's given in the hourly weather repofts that pilots
recerve.
Cumulus clouds: (as in accumulation) cloudsformed byvertical currents carrying moist
air upward. They appear lumpy and billowy.
Stratus clouds: (meaning spread out) clouds that look like fog and lay in sheets.
.lf a cloud produces precipitation, the word "nimbus" (meaning rain) is added.
"Nimbo-stratus" is an example..lf clouds are ragged, the word "fracto" (meaning broken) is added' For exam-
ple, "alto-fracto-stratus" designates broken clouds at intermediate heights, usually
appearing between 5,000 and 20,000 feet. Cirro (meaning curly) describes
clouds formed in the upper levels of the troposphere (between 20,000 and
50,000 fee!. They are composed of ice crystals and generally have a delicate,
curly appearance.
Mountain waves: the air current, after crossing a mountain, descends sharply and then
rises to a crest a few miles downwind. The air may continue to sink and ascend in wave
motion with as many as ten waves existing. lt can exist without clouds, is normally less
intenseover isolated peaks, and is importantto keep in mindwhenflyingtotheWestCoast,
Denver, or even the mountainous regions of North Carolina, Virginia, and Tennessee.
Convection currents: plowed ground, sand, rocks, and barren ground tend to absorb
and retain heat, and this uneven heating of the air causes small, local currents. lt is par-
ticularly noticeable over land adjacentto water. During the day, the air over land becomes
heated and mixes with the cooler air that exists over the water. This causes the bumpiness
experienced in flight at low altitudes in warmer weather. This condition also occurs in the
desert When the sun sets, the cooler night air mixes with the heated day air and causes
bumpiness in flight. Keep in mind when flying to l-AS and PBl.
Orographic thunderstorms: develop when the wind forces moist, unstable air up moun-
tain slopes. Common in high mountains such as the Rockies, they frequently occur in the
afternoon and early evening and can be violent.
Nocturnalthunderstorms: a peculiartype of air-massthunderstorm found in the Midwest.
Among the most severe in the country they occur at night or early morning in the Central
Plains area during late spring and summer.
Lightning: probably the least understood phenomenon encountered by aircrews. lt is
estimated that some 1 ,800 thunderstorms are in progress over the earth's surface at any
given moment and that lightning strikes the earth 100 times per second.
The reasoning behind the backlessbooster ban for all phases of flight
The CivilAerospace Medical lnstitute (CAMI)
has extensively studied various types of childrestraint devices to determine their protection
to the child in emergency situations. Accord-ing to the CAMI study, backless booster seats
would not hold a child in place securely in an
aircraft crash and may actually cause harm
to the child in an impact situation. Seatback
breakover - the aircraft seat design which
allows the back of the seat to rotate forward
- could cause a child sitting in a backless
booster seat to be crushed from the second
impact of an adult seated directly behind him.
These seats also present a threat of abdominal
injury, since they cause seatbelts to sit higher
on the child's lap than intended. Additionally,the study found that backless booster seats
did not prevent head iniuries.
Inflight Automation
Inf light Automation and SWA Teehnol.ogy are pleased to bring you NetMailWebAccess, an enhanced version ofe-mail on Crew Portal.
This easy-to-use, web-based messagingsystem offers a wide range of powerful com-munication capabilities, including sendingand receiving mail messages, appointments,tasks, notes, and attached files. Additionally,you can keep track of your schedule with the
calendar, search for times when participantswill be available for a meeting, and manage
folders.You should have received a help file regard-
ing these new enhancements at your Crew
Portal e-mail address. lf you did not, please
e-mail [email protected] and
we will get one to you.
a monthty publication for the People of Southwest lnflight December 2003
Exit Seating: Revision 71
Enhancementson every flight you work, you have the opportunity to significantlyincreasi survival rates during aircraft evacuations' Your commit'ment to following routine safety preeautions eould make the dif'ference in an emergency.
Since the late 1980s, the Civil Aeromedical lnstitute (CAMI) and the NTSB have recom-
mended that those who have direct access to emergency exits be physically able and
personally willing to assist with an evacuation. The FAA crafted these recommendations into
FAR 121 .5g5-Exit seating. The FAR requires the carrier to establish specific procedures
to ensure that each occupant of an exit seat meets certain criteria and is physically able
to perform the functions necessary to conduct an evacuation from that exit.
At Southwest Airlines, the responsibility for ensuring exit-seat occupancy compliance
lies with the Flight Attendants. Revision 71 of the Flight Attendant Manual includes an
expanded reference section on our exit-seat program and it assigns specific steps to
the cabin Crew that must be accomplished before the boarding door is closed' Please
review the details of each step and understand your responsibilities. Three important
(continued on Page 3)
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Exit Seating: Revision 71
Enhancements(continued from Pagel)
steps are worthy of more discussion: the opening PA, the monitoring and briefing
ofOWWEoccupantsduringboarding,andthepre-arrivalverificationofOWWE occupants.
The Opening PAYour reputation for flawless and often funny announgements is unmatched in the
industry. lf you choose to add your personal touch to the opening PA (or any PA,
really), please be sure you include all of the information on exit seating-it's the law!,A' should make the opening PA after all customers have boarded, whenever pos-
sible. This PA is one of several required steps toward informing our customers of the
criteria for occupying an exit seat.
The Exit-Seat Briefing,,c,, Flight Attendant, with the help of "B" when necessary, is to remain at the owwE
to ensure exit seat occupants appear to meet the criteria and are able to pe;form the
required functions. once most or all of the exit seats are occupied, "c" will deliver the,,3R" briefing: Remind, Refer, Reseat. Here',s an example of an appropriate briefing:
displaying a safety-information card, or pointing to the location of the
,,Hello. For those of you seated in rows 9 and '10, I wanted to remind you that you're
seated in an emergency exit row. ln an emergency evacuation, we would count on
you to open this exit and assist with the evacuation. lf you would take a moment
to review the safety-information card, you'll find exit-seating requirements and the
instructions for the 737-5OO window exit. lf you have any questions or wish to be
reseated, just let me know, okay? Thanks'"
Pre-arrival VerificationExit-seat requirements are in effect during all phases of flight. when securing the cabin
for arrival, "c" will verify that everyone occupying the owwE remains eligible' Anyone
who moved into those seats after takeoff must be evaluated based on the criteria and
required functions, and briefed just like the others'
when it comes to evacuations, you are the expert. Byfollowing these simple procedures,
you share a piece of your expertise with our customers and give them the tools they
need to help others in the event of an emergency'
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Revision 75 is long on paper but not so long on new procedures or policies.
Mo$ changes address the retirement of -200 aircraft and these terminology shifts:
As proceclures go, you're ah'ead,v practicing rnost ol them. Tlter'
appeared in the Briefing Book and br.rlletins 69-70 (expir ecl tviththis levision).
Some notable nervs is tl-re B\/D ph:tse-ottt atrd the likelihooclthat vor-r'w,or-r't see lnan) nlole boarclilg-pass rcceipts. (ilouncl Opsis lorkin{r on technoloqr' to pt'int a m:ruifest insteacl, ancl tve'll kceP
you up-to-date as that gcts closer to realitl'.After evacuating a ditchetl piane, r,e'r'e all'ays instmcted that
the slide can be separ:rtecl liom the fuselagc b1'releasing the giltbar fror-n its brackets. Nlaintenance tel1s us this is ven,uulikelv on
-300, -500, ar-rcl -700 ait'craft becartse the infl:rted slide holds tliegirt taut. So'ne eliminatecl that in the instructions. Ittstead, breakthe mooring lir-re using zr 1,ellou, decoupler (marked rr rr.) or :r knifeblade concealecl under a {lap on the slicle itself. (Note: the razot'-
like bladc is fi';rnted b1,a hook-shapcd piece of plastic and nould be
ver-r'' difficult to use as a \{eapon, even il it coulcl be rernovecl fronrinside the packed slide bustle.) Bottomline: Your slide rtill have
eithel a blade or a decoupler for the moorittg lir-re, anrl both are
eas,Y to locate.L-r First Aicl, lr,hy the IINIIIEEIIK reversal? As tlany o1 1'ott
knou,, rve carried one EIIK fcrr 1'ears. -I hen u'e replaced it l'itli tllrr
larger kits callecl EENIKs. l'or the transition periocl, Southl'est andother airlines used the tern-r Ell\{K to distinguisl.r the nov kit. TheFARs gor,erning ernerfJel]cy meclical kits, holvever, made no such
distinction; thet, just expandecl the contents and kcpt the narnc.
So, nor'r'that Sorithu'est is all up to speedu'ith the Illl\{K, there's no
need for the extra "E."Another FAR term rve'r'e zrdopting is "exit se:rt." The F-ARs
r-epeatecll), re{br to t}re "exit seat," lrot exit rol', rvhich rt'as a conve-
lient l,ay fbr Sotttltu,est to think about exit seats l'hen rve orlll' had
one ro\\' of seats fitting that description. Horvever, no\r \\'c hitve one
"ro\r," on one side and filo "rou's" on the other that inclucle cxit
seats. 'l-his cottlcl confuse clisorssiort. So rve'll.iust u'ol'k tol':rt'rl thc
temr "exit scat(s)" to clcscr-ibe thc eiuht seats Per plane rt'ith speci{ic
critelia a (lustomer must [leet to occrtP\'.
In Seculitv & IIazrnat, l'e aclcietl thel-orcl "r'e:rlistic" to the line
aborrt tor' \\'eapolrs lrot :rllowecl onbo:rrcl. Thc gist ol it is, if a t<lv
doesn't look realistic. it can't be a tht'eat. TSA errlirt'ces this ;rtrrt rve
sl'roulcln't be too cotrcertted abotrt it. \Ve.jtrst clorl't l':ult to nr:rke itl-t
issue ortt of a t()\,that is so urtlealistic llo ()1leu'oulcl urist:rke it for a
\\,eaP()1l.
Rei:etttlr'\\'e got l'eP(n'ts oi soutlitr'cst chal.tct' Custotrle|s' beirlSt
l-rancle<l (ol letliei'ine) theil rneals in the.ietbriclge. \\'hile sottre
other aillines think it's pellecth' acceptzrble to hand out pack:reec1
fbod institutional-stt'le, rve do not. I(eep nre:rl boxes iti thc OHBs
rrrrtil .ctr ite litrtc. 1>leatc..-\ note :rbout sen'ice anim:rls atrd ox1'gen ulasks: l'he rnasks
alc designecl to fit the ltttttr:tt't [irce ancl rt'ill rlot leach floor-level. Ittclari{i ing that ntasks :rt'e nrade {br- people, tlc aren't lriting sen'ice
aninrals otf in the evcrrt of a clccotnpression. lL:rthet-, ottr procecttlres
call for using tlie ntasks as il]tencled lfithout tllll.lecessall' rr>nfusioll.
I.'ollorr,ing a ileconrltressiorr, the I'ikrts l'ill rnake evelY ellort to get
belol' 10.0(X) feet as quicklv as possible. At that poitrt rlost Orts-
tolnels shotrlcl be able to breathe l'ithottt tlre aid of supplcmentaloxvgelr. Sen'ice auimals should, too.
You'r-c ah'ea<ly seen all the couttnurtication abortt the tle'u' :tnd
letil'ed uni[irrur iterns. Thc lte\\'l)e\\'s fol line Iilight Atterlclarlts is,
flat-fi'ont pants c:rnnot bc hemmed tti sltorts length.
-{ll 266 pages oi'Revision 75 should h:rle been itr 1'6r,t' mattrtal
bv Febnrarr' 18, 2005. Please tnake sul'e \:ou'\'e initialetl and clatecl
vour Revisiotr Recorcl, irtrd signetl \'ottr onlv remaittilttl pink page-the nerv Bulletin Recot-d Sheet. \,\Ie lole to hear that itn onboardIi,\A inspection l'ent off l'ithor.rt a hitch!
:,: ,, REG1STfiAI|$!{ PfiGE:: SlPIl*l8,EEi'.2?i?0fi2 . :::
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Behind:r, the Sceneslnflight Publications Tells All
lnflight Publications-the Team responsiblefor coordinating and delivering communica-tions to the lnflight Department-is a group offour: Manager of Regulatory, Procedures, and
Publications Heidi Giles, Publication Special-ists Michael G. Smith and Melissa Overby, andAdministrative Coordinator Linda Russell.
While each member of the Team has his
or her specialty, we work jointly to ensurelnflight's main publications, includingOnboard, Flight Attendant Manual revisions,
Read Before Fly memos, and the RT Homestudy, are error-free when they reach your
hands.
Melissa Overby took a chance she'd get hired by Southwest in November 2002,
moving to Dallas with all her worldly possessions even before her first interview. Uponjoining the Publications Team, she promptly stepped into her role in ramping-up Onboard
newsletter into a monthly publication, while sharing various writing and proofing respon-
sibilities with other Team members."My goal is to make each Onboard better than the last," Melissa said of her part in
collecting, editing, and creating articles and photos for the newsletter. She coordinates
the newsletter's layout with Employee Communications and ensures that its message
is consistent with that desired by lnflight and other Departments that communicate
through Onboard.Linda, our Administrative Coordinator, has done it all. During Southwest's first 25
years, she was busy progressing from a full-time mom and part-time custom wedding
designer to owning a Mexican restaurant and a cookie and praline shop. "l thought I
had retired when I came to Southwest as a temp at the beginning of our magical Silver
Anniversary Year. Before long, I was hooked by the SPIRIT and FUN," Linda says. Little
did she know that her varied background was preparing her to handle all the publications
challenges that come her way. ln addition to proofreading, her Onboard responsibilities
include coordinatlng the ordering, shipping, and distribution of each issue.
Michael G., as he's affectionately called by his Coworkers, is the man behind the
manual. His passion for words, focused intensity, and thorough research abilities
ensure the information you find in your manual is comprehensive and concise. A quote
from novelist Peter DeVries sums up his writing philosophy: "When I see a paragraph
shrinking under my eyes like a strip of bacon, I know l'm on the right track." His writing
skills show up in Onboard, too, as he regularly contributes articles, especially thosepertaining to the manual. Additionally, he proofreads each issue at least twice in its
various stages."l've never been bored a day in my life," Heidi has been heard to say. lt only
takes a brief conversation with her to see that her desire to continually learn makes
this well-rounded Maryland native such an asset to the Company. Before joining
Southwest in January 2002, Heidi worked for another airline for 16 years. Her varied
experiences-including service as a ticket agent, an initial and RT training instructor,
curriculum developer, pilot ground school instructor, writer, producer, and editor- have
given her extensive knowledge of the industry. As lnflight's Manager of Regulatory,
Procedures, and Publications, part of Heidi's job is to oversee all operations regard-
ing printed material. As the Managing Editor of Onboard, she ensures each issue is
focused and on target. Her regulatory knowledge appears each month in FAActs, and
she frequently writes additional articles for the publication as well.
Now that you know who we are, let us know if we can help!
RestraintsWe are tracking the use of wrist restraints to
keep our supply under control. To avoid a
situation in which you need them but don'thave them onboard, verify their presence
in an orange pouch inside the red cabin
clean-up bag during preflight checks.The 'A' Flight Attendant must report any
missing equipment to the Captain imme-
diately.
Use of restraints is a mandatory repod-
ing event.