Articles authored by Michael Smith for publication by Southwest Airlines.

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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 coffeecup withouthittinganotherstorefront
caffeinebistro, it was time for Southwestto wake up. Nonetheless, couldn't we
just stop by a corner caf6 and order a gazillionfilter packs deliveredweekly to
20 Provisioning tations. S
Enterthe Procurement Team,which revampedour snack selections last year
and neverstops searchingfor betterproductsat lower prices.This time around,
t h e d e l e g a t i o n f I n f l i g h t P r o v i s i o n i n g ,n d P u r c h a s i n g m p l o y e e s a s t o f i n d
o , a E w
a more popular coffee at the same or better price.
A f t e r e v a l u a t i n g1 5 d i f f e r e n ts u p p l i e r s( s a m p l i n g , n T e a m M e m b e r R o b i n
i
Schanbarger's words, "about 40 cups of coffee" in a sitting),the Procurement
Teamsettledon our new provider:MotherParker's, Canada'slargestcoffeecom-
pany,whose Ft. Worthfacilityis the newestand 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 everyday in the airport?AlthoughStarbucks, Seattle's Best,and
others have prosperedoverthe past decade servingstout, dark-roasted blends
nationwide, the fact is that moStAmerigansprefera lightertaste. (Furthermore,
the trend-setting retailerin this field has an exclusivemarketingagreementwith
anotherairline,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. MotherParker'scustomersincludeDunkin' Donuts,BrinkerInternational
(owner ol Chili's, Macaroni Grlll, Applebee's,and others), and numerous gro-
cery-storechains who put their own label on a Mother Parker'sblend tweaked
to fit regionaltastes.This particularsupplier accommodatedthe Procurement
Team'sneed for blind tastetests, and offered upwards of 100 differentblends
for us to choose from-plus the option of custom-blending unique taste, if we a
preferred.
A f t e r n i n e m o n t h s o f s t u d y , s a m p l i n g ,a n d n e g o t i a t i o n t h e P r o c u r e m e n t
,
Teamsettled on a Mother Parker'sblend that is:
. a mix of South Americanarabica beans
. medium roasted,darker than the common, canned coffeessold in grocery
stores
. packed 1/a tnotg per filter, for a fuller taste
oZ.
. sealed in a new foil wrapper (like our peanuts)that bars moistureand keeps
t h e g r o u n d sf r e s h e r
.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.
MotherParker's also sweetened new contractwith a locked-inprice,shielding
our
Southwestfrom weather-and demand-driven cost increases.(We also declined
one well-knowncompany's competitiveoffer because it included labeledcups
and other branding that would have detractedlrom our Customers' onboard
experience.)
The coffeewe selected will be onboardby February 2003.Sometimebetween
n o w a n d t h e n o u r s p e c i a l b l e n d w i l l g e t i t s o w n n a m e , t o b e a n n o u n c e di n
Onboard.
Will that be the end of caf6 de pulpwood? Our Customerswill judge that lor
us. In any event, even if few notice the improvement,a quarter-million dollars
a d d e d t o S o u t h w e s t ' s o t t o m l i n e s s o m e t h i n ga l l o f u s c a n s a v o r .
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5. onb@rd
Manual Anatomy Marketing Updates
(continued from page 3)
Southwest Airlines Group Booking Proce'
pages in your binder that are not listed in the LEP must be taken out. Dispose of any dures Ghange
security-related pages by shredding or turning in at your base for proper disposal. Etfective July 1, Group Customers may reserve
lf you have any "keepsake" pages not security-related, keep them anywhere but space on Southwest's published scheduled service
in the Flight Attendant Manual. only, which generally opens for reservations four
to six months prior to travel. This change will allow
Following these pages, there are 15 tabs and chapters: Southwest to continue providing safe, convenient,
ntroduction & Administration
I
and affordable air travel to our Group Customers.
FARs All Group bookings made prior to July 1 will be
Boeing 737 honored.
Leased Aircraft
Emergency Equipment & Procedures Southwest Hits Radio Waves
The last page in this chapter must be a periwinkle (light purple) fold-out sheet The Advertising Team has been working hard
called
,'Planned Emergency checklist." No other color belongs in this section. behind the scenes to educate our Customers
Security & Hazmat about Southwest. Here's the latest on some of
First Aid our newest ads:
Here's another color foldout called "MedLlnk Radio Patch Checklist." lt's You've probably seen TV outdoor boards, and
goldenrod (dark yellow). Make sure that's the only colored page in the First posters pushing our nonstop service. We entered
Aid chapter. the world of radio earlier this summer with a spot
CPR-Rescue Breathing-Helmlich Maneuver titled "Soap Opera," featuring two men trying to
Your Flight Beginning to End watch a soap opera's turning point without suc-
lnf light Seruice Procedures cess. ln typical Southwest humor, the commercial
Customer Care reminds Customers that stops are not always a
Appearance Standards good thing, especially when traveling. So when
Work & Conduct Rules you're driving, keep an ear out for this entertaining
Scheduling commercial.
lndex
southwest.com Gets a Boost
Starling with Revision 66, we indexed the Flight Attendant Manual for the We're excited to introduce a new product that
first time. we are now up to Revision 69 with the lndex. And, thanks to feedback will make life for travelers a whole lot easier. With
from Flight Attendants and Supervisors, our lndex keeps getting more precise Southwest Shortcut, Customers can view numer-
and useful with every revision. Send your suggestions/concerns to inflight_ ous dates at a glance (a whole monthl) for our
publications@wnco.com to help us make the lndex work for you. lowest fare available without wasting time search-
A while back, we issued a tabless divider to function as the very last sheet in ing other web sites. We launched Southwest Short-
your manual. This is not required for an FM inspection; it iust helps to keep the cut in early August with a nationwide multimedia ad
rearmost pages from getting grubby. campaign including print, radio, posters, and TV.
That's alll Again, anything other than what's listed here (and, in excruciat- All advertising focuses on saving our Customers
ing detail, in the salmon-colored LEP) does not belong in the Fllght Attendant time while searching for a fare online.
Manual.
you have questions, please contact your Supervisor. Any unresolved ques-
lf Multicultural Ads Add Flair
tions can be directed to inf light_publications@wnco.com. ln 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
Flight Attendants of the culturally relevant to the Hispanic community and
Month for August 2OO3 Southwest Culture.
BWI Katherine Rilley We have also created a newTV spot in support
DAL John Pancerzewski of our continuing partnership with radio personality
SWA HOU Tonia Johnson
MCO Crystal Pace
Tom Joyner and the African American community.
"Happy Listeners" reminds everyone who drives to
Honors MDW Debra Pulido
OAK Michelle Baker
work with Tom Joyner that they're not getting out of
their car without a belly full of laughs. Watch for this
PHX Gloria James spot on the BET network and Southwest-sponsored
sports events through the remainder of the year.

6. onbgbrd
@rhe waffiHl,g:""H
Revision 66 was a big one. But, would you believe' the stack of
documents supporting it was more than eight times as thick?
Rwisirg the FlQhtAttendant
Manual (FAM) is much more
than rearranging words and
printing new pages. In fact, the
bulk of revisingis in the discus-
sion and study that take place
beforehand. Then there is fol-
lowupto ensurethat manual our
agrees with what everyoneelse
at Southwestis doing.
All this is importantbecauseonce a manualrevisionis issued,it can't be ignored
or retracted.Here'sa look at the manualrevisionprocessfrom startto finish.
We startwith input:Whatneedsto be changed,deleted,or amended?Thiscan come
from manydirections, includingInflight, Provisioning, FlightOperations, Maintenance,
GroundOperations, Boeing,FAA,TSA,and DOT.
Beforethe three-member lnflightPublications staffchangesa singleword in the
manualin responseto this input,we collectall the information can. This requires
we
meetings,phone calls,and e-mails-which add up to a lot of stafftime. In fact,this
is the singlemost time-consuming part of the revisionprocess.
Once we finalizethe changes,we rewritethe affectedpages, add illustrations,
photographs, and cross-references needed,then examineeverything
as carefully to
makesurethe manual'sinformation flow remainsintact.Thenwe re-create the Tables
of Contents (affectedchapter), List of EffectivePages,and Index.
When all the pages are ready,about'10 staff membersproof the revision, each one
lookingfor a specific type of problem. Somecheckeach page numberwith the Table
of Contents,Index,and List of Effective Pages;othersensureaccuracyof spelling,
content,or grammar.
At this point, we also take a moment to give advance notice of the revisionto
otherSouthwest Departments whoseEmployees may be affected, suchas FlightOps,
Ground Ops, and Provisioning.That gives them time to changetheir own manuals
or procedures, necessary.
if
Oncetherevision proofed,
is cor-
rected,and complete,we upload it
Manual Quick Gheck instantly our printingcompany's
to
web site. The printer then gener-
atesfour copiesof a proof,or actual
With Revision66, your Flight AttendantManual should
contain the following in the order listed:
sample,of the revision. Severalof
us "test insert"these copies into
Regiffiirn Pagp 9l23lo2 n our own manualsto make sure the
Revbion Rsd Signed through
instructions upfront and Listof Effec-
n
Revision66 tive Pagesare accurate. lf an error
BulletinRffidshed 9l23l12 X is discovered, is corrected-then
it
f.igof Efrcli,€ Pag€s gl2gl}2 proofedagain!
!
Finally, after everyone has
15bbbed ct|apbrs Contents verifi€d T-'l
(ndexsfpullbehstl) against LEP u signed off, the printer's presses
roll. Or, more accurately, green
the
Are you up-to-date?
(continued on page l2l

7. onb0brci
MakingaRevisio
Happ€h t'om 4l
t"o,,nnrod P.eo
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
shippingto the most distantFlightAttendant
Basesfirst.
To keep costs under control, we print
one revisionfor each FlightAttendanton the
payrolland distribute them to FlightAttendant
Bases using current enrollmentnumbers.
Since New Hires get a complete manual
beforethey leave InitialTraining,everyone's
needs ought to be satisfied,right?
Yes ... but when a FlightAttendant from
one base picks up a revision at another
base, the supply line startsto unravel. One
base's supply falls short, another's goes
into surplus,and Base Coordinators haveto
call other Base Coordinatorsto locate and
acquirespares. This uses up time the Coor-
dinators could havespenthelpingindividual
Flight Attendants with other business. Since
it's impossible guess wheredemand will
to
be, and printingextraswould come right off
our ProfitSharing, the best solution is for
Flight Attendantsto pick up their own revi-
sion from their own base.
Once the revisionbecomes official,
InflightTraininglooks for consistencyin its
instructor guides,training videos,workbooks,
candidate (trainee) packets, homestudy,
classroompresentations, charts,exams,
flip
Briefing Book,and J.O.E.
Finally,before the next InitialTraining
class begins, Publicationscollatesthe revi-
sion intothe new manualswe supplyto Initial
Training candidates.This, in turn, must be
proofedto ensureall candidateshave a cor-
rect manualon their first day of training.
The PublicationsDepartmentactually
works one revisionahead ol the manual.
For example,even before Revision66 went
to print,we createda filecalled"Revision 67."
Into that file will go every e-mail,phone-call
log, and suggestionsent to us from all over
the Company and from our federal over-
seers.
Then, when it is time to decide on the
scope of Revision67, we will open the file
for discussion.
Oops, that file is alreadyopen. Stand
by-lnflight Publicationss getting busy
i
again!

8. onb@rd
Weather Quick Facts I Terminolory Child Restraint Devices
Flight Attendants should have a working knowledge of obseruable weather patterns and
The reasoning behind the backless
booster ban for all phases of flight
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 The CivilAerospace Medical lnstitute (CAMI)
consistently shows that each year a commercial jet aircraft is extensively damaged due has extensively studied various types of child
to the effects of turbulence. lt is the leading cause of injury in non-fatal accidents to flight restraint devices to determine their protection
attendants and occurs mostfrequently duringthe cruise phase of flight (when flight atten- to the child in emergency situations. Accord-
dants are usually up and working). ing to the CAMI study, backless booster seats
would not hold a child in place securely in an
Jet stream: a narrow shallow, meandering river of strong winds which usually extends aircraft crash and may actually cause harm
around the temperate zone of the earth. lt follows a wavelike pattern as a part of the to the child in an impact situation. Seatback
design which
general wind f low and is located in regions where there are large horizontal differences in breakover
- the aircraft seat
allows the back of the seat to rotate forward
temperature between warm and cold air maSSeS. A jet stream exists whenever winds of
sitting in a backless
50 knots or stronger are concentrated in a band at least 300 nautical miles long. - couldseat to bechild from the second
booster
cause a
crushed
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. impact of an adult seated directly behind him.
Light chop: turbulence that causes slight, rapid, and somewhat rhythmic bumpiness These seats also present a threat of abdominal
without appreciable changes in altitude/attitude. injury, since they cause seatbelts to sit higher
Moderate chop: rapid bumps or jolts without changes in aircraft altitude or attitude. on the child's lap than intended. Additionally,
Ceiling: the height above the surface of the lowest layer of clouds or obscuring phenom- the study found that backless booster seats
ena. lt is reported as broken or overcast. The ceiling is unlimited if the sky is cloudless. did not prevent head iniuries.
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.
Inflight Automation
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 Inf light Automation and SWA Teehnol.
motion with as many as ten waves existing. lt can exist without clouds, is normally less ogy are pleased to bring you NetMail
intenseover isolated peaks, and is importantto keep in mindwhenflyingtotheWestCoast, WebAccess, an enhanced version of
Denver, or even the mountainous regions of North Carolina, Virginia, and Tennessee. e-mail on Crew Portal.
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- This easy-to-use, web-based messaging
ticularly noticeable over land adjacentto water. During the day, the air over land becomes system offers a wide range of powerful com-
heated and mixes with the cooler air that exists over the water. This causes the bumpiness munication capabilities, including sending
experienced in flight at low altitudes in warmer weather. This condition also occurs in the and receiving mail messages, appointments,
desert When the sun sets, the cooler night air mixes with the heated day air and causes tasks, notes, and attached files. Additionally,
bumpiness in flight. Keep in mind when flying to l-AS and PBl. you can keep track of your schedule with the
Orographic thunderstorms: develop when the wind forces moist, unstable air up moun- calendar, search for times when participants
tain slopes. Common in high mountains such as the Rockies, they frequently occur in the will be available for a meeting, and manage
afternoon and early evening and can be violent. folders.
Nocturnalthunderstorms: a peculiartype of air-massthunderstorm found in the Midwest. You should have received a help file regard-
Among the most severe in the country they occur at night or early morning in the Central ing these new enhancements at your Crew
Plains area during late spring and summer. Portal e-mail address. lf you did not, please
Lightning: probably the least understood phenomenon encountered by aircrews. lt is e-mail inflight.automation@wnco.com and
estimated that some 1 ,800 thunderstorms are in progress over the earth's surface at any we will get one to you.
given moment and that lightning strikes the earth 100 times per second.

9. a monthty publication for the People of Southwest lnflight December 2003
Exit Seating: Revision 71
Enhancements
on every flight you work, you have the opportunity to significantly
increasi 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)
w -t
jrt I
&
I
)4
@
),8
The
exit-
seat o"tt'lii
g
briefing I
is an
impor'
tant step
,r"*fi,
J
in ensuring
compliance.

10. onb@rd
Exit Seating: Revision 71
Enhancements
(continued from Pagel)
steps are worthy of more discussion: the opening PA, the monitoring and
briefing
ofOWWEoccupantsduringboarding,andthepre-arrivalverificationof
OWWE occupants.
The Opening PA
Your 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-
of the
sible. This PA is one of several required steps toward informing our customers
criteria for occupying an exit seat.
The Exit-Seat Briefing
Flight Attendant, with the help of "B" when necessary, is to remain at the owwE
,,c,,
pe;form the
to ensure exit seat occupants appear to meet the criteria and are able to
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. '10, I wanted to remind you that you're
For those of you seated in rows 9 and
count on
seated in an emergency exit row. ln an emergency evacuation, we would
you to open this exit and assist with the evacuation. lf you would take a moment
and the
to review the safety-information card, you'll find exit-seating requirements
wish to be
instructions for the 737-5OO window exit. lf you have any questions or
reseated, just let me know, okay? Thanks'"
Pre-arrival Verification
securing the cabin
Exit-seat requirements are in effect during all phases of flight. when
eligible' Anyone
for arrival, "c" will verify that everyone occupying the owwE remains
the criteria and
who moved into those seats after takeoff must be evaluated based on
required functions, and briefed just like the others'
procedures,
when it comes to evacuations, you are the expert. Byfollowing these simple
tools they
you share a piece of your expertise with our customers and give them the
need to help others in the event of an emergency'
_=:=

11. a
,
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'.
.:,?:.4:r,tu:?7e ..r: 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
.....?>.<..j.+ .,?
issue ortt of a t(),that is so urtlealistic llo ()1leu'oulcl urist:rke it for a
,eaP()1l.
:a?€!a.-.
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
2
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. Itt
Revision 75 is long on paper but not so long on new procedures or policies.
clari{i ing that ntasks :rt'e nrade {br- people, tlc aren't lriting sen'ice
Mo$ changes address the retirement of -200 aircraft and these terminology shifts:
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 supplcmental
oxvgelr. 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
As proceclures go, you're ah'ead,v practicing rnost ol them. Tlter'
bv Febnrarr' 18, 2005. Please tnake sul'e :ou''e initialetl and clatecl
appeared in the Briefing Book and br.rlletins 69-70 (expir ecl tvith vour Revisiotr Recorcl, irtrd signetl 'ottr onlv remaittilttl pink page-
this levision). the nerv Bulletin Recot-d Sheet. ,Ie lole to hear that itn onboard
Some notable nervs is tl-re B/D ph:tse-ottt atrd the likelihoocl
Ii,A inspection l'ent off l'ithor.rt a hitch!
that vor-r'w,or-r't see lnan) nlole boarclilg-pass rcceipts. (ilouncl Ops
is 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 gilt
bar 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 tlie
girt taut. So'ne eliminatecl that in the instructions. Ittstead, break
the mooring lir-re using zr 1,ellou, decoupler (marked rr rr.) or :r knife
blade 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 fronr
inside 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 :,: ,, REG1STfiAI|$!{ PfiGE:: SlPIl*l8,EEi'.2?i?0fi2 . :::
-I
knou,, rve carried one EIIK fcrr 1'ears. hen u'e replaced it l'itli tllrr
:.:|
larger kits callecl EENIKs. l'or the transition periocl, Southl'est and .
other airlines used the tern-r Ell{K to distinguisl.r the nov kit. The
FARs gor,erning ernerfJel]cy meclical kits, holvever, made no such SlxLfl/llrx{q. firlr;LY,.,rEBfi 8AnYt8'&fii'',"":':
distinction; thet, just expandecl the contents and kcpt the narnc.
a3
So, nor'r'that Sorithu'est is all up to speedu'ith the Illl{K, there's no "',*I:hilfjEfr.'t*f;l11g':':e0liTrHTtYE*,'80*GrtlHSl
need for the extra "E." . |,EP; IHfEX!H06LV, 8E LII5I'
=
O
o Another FAR term rve'r'e zrdopting is "exit se:rt." The F-ARs
N
E r-epeatecll), re{br to t}re "exit seat," lrot exit rol', rvhich rt'as a conve-
o
L lient l,ay fbr Sotttltu,est to think about exit seats l'hen rve orlll' had
o
E one ro' of seats fitting that description. Horvever, nor 'c hitve one
"ror," on one side and filo "rou's" on the other that inclucle cxit

12. onb@rd
Behind:r, the Scenes
lnflight Publications Tells All
lnflight Publications-the Team responsible
for coordinating and delivering communica-
tions to the lnflight Department-is a group of
four: Manager of Regulatory, Procedures, and
Publications Heidi Giles, Publication Special-
ists Michael G. Smith and Melissa Overby, and
Administrative Coordinator Linda Russell.
While each member of the Team has his
or her specialty, we work jointly to ensure
lnflight's main publications, including
Onboard, 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. Upon
joining 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 those
pertaining 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
Restraints
takes a brief conversation with her to see that her desire to continually learn makes We are tracking the use of wrist restraints to
this well-rounded Maryland native such an asset to the Company. Before joining keep our supply under control. To avoid a
Southwest in January 2002, Heidi worked for another airline for 16 years. Her varied situation in which you need them but don't
experiences-including service as a ticket agent, an initial and RT training instructor, have them onboard, verify their presence
curriculum developer, pilot ground school instructor, writer, producer, and editor- have in an orange pouch inside the red cabin
given her extensive knowledge of the industry. As lnflight's Manager of Regulatory, clean-up bag during preflight checks.
Procedures, and Publications, part of Heidi's job is to oversee all operations regard- The 'A' Flight Attendant must report any
ing printed material. As the Managing Editor of Onboard, she ensures each issue is missing equipment to the Captain imme-
focused and on target. Her regulatory knowledge appears each month in FAActs, and diately.
she frequently writes additional articles for the publication as well. Use of restraints is a mandatory repod-
Now that you know who we are, let us know if we can help! ing event.