Publicly Traded Company Uses Social Media for Crisis Management
I have heard from a number of PR professionals that social media is a threatening place for companies, especially publicly traded companies.
However, Jet Blue - a publicly traded company that is known for its customer service - decided to use YouTube to issue a public apology directly to the people.
I have maintained that Jet Blue is a good company and will rebound from this crisis stronger than ever. It is certainly a case study in crisis management, though, and to see social media used in this manner is refreshing to see.
Hat tip to Church of the Customer for this video.
February 22nd, 2007 at 9:05 am
As you mentioned on my blog, we could not agree more. It surprises me a little that folks are so tepid when it comes to social media. Now I can relate to a sense of fear when entering into the free-for-all of blogging, but posting a video to YouTube is about as simple as it get. The key, and this is where I fear more corporations getting involved, is not using social media with an air of authenticity and sincereness. JetBlue did this well, the video was obviously sincere and it led people to interact with each other over their ‘Bill of Rights’.
Enjoy the blog!
/kff