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

Apr

2012

Demystifying social media

"As the marketing power of social media grows, it no longer makes sense to treat it as an experiment. Here’s how senior leaders can harness social media to shape consumer decision making in predictable ways."

www.mckinseyquarterly.com/...Demystifying_social_media_2958

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In short, today’s chief executive can no longer treat social media as a side activity run solely by managers in marketing or public relations. It’s much more than simply another form of paid marketing, and it demands more too: a clear framework to help CEOs and other top executives evaluate investments in it, a plan for building support infrastructure, and performance-management systems to help leaders smartly scale their social presence
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- The fact that social media can influence customers at every stage of the journey doesn’t mean that it should. Depending on the company and industry, some touch points are more important to competitive advantage than others.

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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