QF and their learning's from social media after QF32

[markis10]

Qantas chief executive Alan Joyce said the company had missed the “whole social media end of communication” during the QF32 incident.
The airline has since boosted its investment in social media engagement.
‘THERE ARE 70,000 SETS OF EYEBALLS, WAITING IN AIRPORT LOUNGES’

Ms Wirth has a marketing team that is dedicated to managing social media content that engages in conversations with users on various platforms – and the broader Qantas workforce can also be involved.
“We have a group of people who love social media who we call the young Qantas Angels,” Ms Wirth said.
“There are about 250 of them. They have gone through social media training. If there is a crisis and we need more people on social media, we bring them in and they join the room with our social media team.”
Citizen journalists are also being asked to play a role.
“Getting a story out is usually done through relationships with journalists and this is getting more difficult because there are fewer journalists, fewer specialists,” Ms Wirth said.
The evolution of media meant it was now a space where anyone could be a content provider, Ms Wirth said.

http://www.afr.com/p/business/companies/why_qantas_wants_you_for_its_media_e5uAwPECylzhKXqqreQQzM

 

[MelUser]

I thought QF came out really well after this considering what could have happened.

The captain's book was a fascinating read and I still can't believe he failed his test that day!

 

[cove]

When a plane goes out of service and passengers become would be passengers I see the twitter world fire up. The recent Los Angeles issue of a QF plane showed me how powerful this is. My two sons make comments and many people see this where we would tend to just suck it up and hope for a better day tomorrow.