Comments on: My unsolicited social-media advice for Continental Airlines

By: Dennis Schaal

Dennis Schaal — Tue, 01 Dec 2009 13:13:26 +0000

Mark: There is a great debate under way in some circles. How to respond to social media criticism. Or, should I say, whether to respond. For example, some hotels believe they have to respond to every comment, and others have chosen not to respond to anything. Tiger Woods chose, in essence, not to respond with any substance, and look where that has him at the moment.

By: uberVU - social comments

uberVU - social comments — Fri, 27 Nov 2009 02:43:11 +0000

Social comments and analytics for this post…

This post was mentioned on Twitter by kevinlukemay: Happy thanksgiving! My unsolicited social-media advice for Continental Airlines | Tnooz http://bit.ly/4DXVFH…

By: Mark Seall

Mark Seall — Thu, 26 Nov 2009 09:46:47 +0000

Great post Dennis, couldn’t agree more.

Increasingly I am struck by the way that many firms completely fail to grasp the appropriate use of social media, despite the increasing number of ’social media director etc’ positions out there..

By: Dennis Schaal

Dennis Schaal — Thu, 26 Nov 2009 00:44:34 +0000

William: And, another thing…That PowerPoint that you posted didn’t mention, in the United Airlines example, how much United Breaks Guitars cost the airline monetarily. The airline’s stock price fell pretty hard during that period, although Wall Street what it is, it was impossible to say whether the free-fall could be directly tied to the brand crisis. Still, it is safe to say that this brand damage, and United slow response, cost the airline some bucks.

By: Dennis Schaal

Dennis Schaal — Thu, 26 Nov 2009 00:34:05 +0000

William: The link you provided http://bit.ly/1KuGSo was an excellent read. At the PhoCusWright conference last week, about 4 contestants in the Travel Innovation Summit awards offered software solutions for social media monitoring. It is going to get big as companies realize they have to watch what people are saying about them. I wonder if Continental has such a Twitter/social media plan in place or a well-defined strategy. It isn’t all about crisis communications, though. It is also about fixing the root problems, no?

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Wed, 25 Nov 2009 20:53:59 +0000

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By: William Bakker

William Bakker — Wed, 25 Nov 2009 20:51:18 +0000

Some Airlines do learn. Check out this United Airlines Social Media Crisis Communications presentation. http://bit.ly/1KuGSo

Lessons learned from the “United broke my guitar” incident.