Bertrand Duperrin's Library tagged crisiscommunication → View Popular, Search in Google

Dec

2010

Stranded Travelers Find Relief in Twitter

"Some travelers stranded by the great snowstorm of 2010 discovered a new lifeline for help. When all else fails, Twitter might be the best way to book a seat home. "

www.nytimes.com/...30airlines.html

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airlines socialmedia twitter crisis crisiscommunication crisismanagement deltaairlines jetblue facebook

Since Monday, nine Delta Air Lines agents with special Twitter training have been rotating shifts to help travelers wired enough to know how to “dm,” or send a direct message. Many other airlines are doing the same as a way to help travelers cut through the confusion of a storm that has grounded thousands of flights this week.
People who could not send a Twitter message if their life depended on it found themselves with that familiar feeling that often comes with air travel — being left out of yet another inside track to get the best information.
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- she remembered that a friend had rebooked her flight almost immediately by sending a Twitter message to the airline.
- “This is still the domain of elite activist customers,” Mr. Rainie said.
- Delta officials readily admit that they cannot solve everyone’s problems through Twitter or Facebook.
- Sometimes, just connecting with someone at an airline can calm angry passengers.
- He also said that stranded families were using their gadgets in a team approach to getting answers.
  “Mom would be on Twitter, Dad on Facebook, Junior would be searching sites and whoever hit pay dirt first is the way the family would figure out what to do next,” he said.
- “With Twitter, you have people who were reaching out looking for something, for a community of people stuck in the same situation,” Mr. Devinney said.
- And many of the people monitoring Twitter sites for airlines are not ticket agents nor do they have a secret stash of seats.
- A casual Facebook user, Ms. Moffat said, it never occurred to her that traditional methods of communicating might not be good enough anymore.
  “My question is, in order to book an airline reservation am I going to have to be friends with a company?” she said. “What about a phone call?”
  Still, she realizes that might be a very old-school option. “It’s like trying to talk to my kids on e-mail,” she said.

Oct

2010

» [Infographic] Five steps to successful crisis management for airlines, in the age of social media

"At SimpliFlying, we saw a paradigm shift in the way airlines handle crises management, in the age of social media. Instead of writing an article on it, we put together an info-graphic, that details the five key steps for managing crises, in the wake of the volcanic eruption. Both a PDF version, and a PPT version are available for download and printing. An Apple Keynote version will be available soon."

simpliflying.com/...nes-in-the-age-of-social-media

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socialmedia airlines crisis crisiscommunication crisismanagement

May

2010

De l’usage des médias sociaux dans les environnements business to business : Entreprise Globale

www.entrepriseglobale.biz/...ronnement-business-to-business

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socialmedia B2B marketing communication innovation crisiscommunication

Apr

2010

How Airlines Handled the Ash Cloud on Facebook and Twitter - Social Media Engagement Checkup

"It’s been a week since an ash cloud from Iceland’s volcano silenced the skies over Europe, stranding passengers and paralyzing the airline industry. As planes finally begin to take off, we examine how brands are using Twitter and Facebook to inform, reassure, and engage their customers.

sparksheet.com/e-ash-cloud-engagement-checkup

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engagement airlines crisis crisiscommunication socialmedia

Inform

In tense, time-sensitive circumstances travellers turn to social media for information. The most effective tweets and status updates read like newspaper headlines: clear, concise and timely.
Reassure

Between news updates, some airlines are reassuring customers that there is a light at the end of the tunnel
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- Engage
  
  Some airlines are going a step further by responding to customers personally. KLM’s Twitter feed is littered with @replys (individual responses to customer questions, comments and concerns) in both English and Dutch.

Sep

2009

7 enseignements sur le community management, par Chris Preuss, VP de General Motors

"Chris Preuss a le titre de VP GM Global Communications. Il a participé la semaine dernière à un tchat sur le blog bien connu Fastlane. Interrogé sur la stratégie digitale du groupe GM, il nous livre plusieurs réflexions enrichissantes.Si les billets sont légions autour du thème "les 10 commandements d'une bonne stratégie sur les médias sociaux""

www.pr2peer.net/...ommunication-de-general-m.html

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socialmedia GM innovation clients customers crisiscommunication

une présence sur les médias sociaux fait partie de la stratégie globale
A cela s'ajoute un élément évidemment décisif : l'appui mais surtout l'implication de la direction : "we've gotten huge support from leadership.". En effet, lorsqu'on observe les nombreux invités qui participent aux discussions sur le blog, on voit que le management n'hésite pas à mouiller la chemise : "Fritz is spending several hours a week answering his blog weekly", confirme CP.
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- Une fois que vous y êtes, difficile de faire machine arrière. Pour autant, si 70 % des entreprises aujourd'hui ont "fait quelque chose" sur les réseaux/médias sociaux, peu d'entre elles ont une approche sur le long terme.
- GM multiplie les dispositifs pour permettre à ces clients d'interroger, suggérer, interpeller l'entreprise. Pour ma part, je trouve le site Tell Fritz, permettant de s'adresser directement au top management, simple et efficace. The Lab est une initiative intéressante dans un secteur aussi concurrentiel que l'automobile. Ce type d'outil permet, sinon d'innover, au moins de sentir les nouvelles tendances, de défricher, ... ce qui n'est déjà pas si mal !