It is clear at the point that social media isn’t going anywhere soon. With that said, it is more important than ever to have a plan in place in regards to how you will deal with social media. I found the article about Singapore Airlines a little humorous because I cannot imagine a major airline simply not being in anyway engaged in social media. They were even unaware that they DID have a Twitter account and Facebook page, both of which had quite a few followers. Because the accounts were run by some guy who just happened to be a fan, lots of questions, comments and complaints that where aired on the sites went unanswered and unaddressed.
In the end, everything seemed to have worked out for Singapore Airlines. The original creator of the accounts turned them over to Singapore Airlines without hesitation so that the airline didn’t have to start over since they had already accrued a large amount of fans and followers. The pages were reworked to fit more to the image of the airline and posts now get answered. Now, they have a plan in place to address any social media issues.
Singapore Airlines was lucky. The outcome could have been much different if there was ever any kind of emergency or the original creator of the pages was ill intentioned, since the pages were believed to be the official accounts. People and organizations need to have a plan in place and be vigilant of what is going around social media about themselves.
http://adage.com/article/global-news/singapore-airlines-finally-discovers-facebook-twitter/229625/
Thats pretty bizarre that a major company such as Singapore Airlines did not have any social media presence. I'm surprised the airlines did not take any legal action against that guy, although he meant well. How long was he running their social media before they took notice?
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