Red Roo gone?

[marki]

When one looks at FaceBook often QANTAS will give the same pro forma response and not address the question that is being asked properly.

Yes I hate pro forma responses as they have the opposite effect on me as they intended to. (very irritating) unless it's an acknowledgement response. However with Qantas the real response may be a longtime coming.

 

[admin]

Unfortunately, I can confirm that our "Red Roo" has indeed left Qantas.

Like many of us I had the pleasure of meeting Red Roo on a few occasions - she was a great asset to Qantas and of course to our community. Will be sorely missed.

Evidently, the "Red Roo" AFF account will continue to be monitored by others in the Qantas social media team. So all is not lost!

 

[pagingjoan]

Unfortunately, I can confirm that our "Red Roo" has indeed left Qantas.

Like many of us I had the pleasure of meeting Red Roo on a few occasions - she was a great asset to Qantas and of course to our community. Will be sorely missed.

Evidently, the "Red Roo" AFF account will continue to be monitored by others in the Qantas social media team. So all is not lost!

Thanks for the update - if not particularly for the content.

 

[samh004]

Perhaps they should come back in a personal capacity as "Redundant Roo"

How do you know they haven't already registered?

 

[Steady]

Very disappointing news

 

[eastwest101]

Evidently, the "Red Roo" AFF account will continue to be monitored by others in the Qantas social media team. So all is not lost!

And proforma automated and/or outsourced responses will be issued to any questions.

From a marketing institute web site:

Is there anybody there?

If your social media is entirely or mostly automated, then your business is missing the entire point of having a social media presence in the first place.
Social media is a conversation. It takes two to be social, after all. Anything else is just broadcasting a prerecorded message, and no one ever described television or radio as a social medium.

It is frustrating enough to reply to an account — maybe asking a question about the link it just shared — only to be ignored. Fine, not everyone has time to reply to every tweet. But when I notice the account never replies, retweets or engages with anyone but merely shares its own content or brand messaging on an endless loop, I may conclude pretty quickly that there’s actually no one behind the curtain. Even the wise and wonderful Wizard of Oz stuck around to pull the levers behind his automated illusion, ready to intervene appropriately should the unexpected happen.

I can't see Qantas walking away from Facebook/Twitter etc completely as things can go viral and damage reputations very quickly. But will be interesting to see if the volume and quality of responses on Facebook and Twitter does change going forward. I rarely use either of them myself, Facebook is nice to catch up with friends and family but I wouldn't wish Twitter on my own worst enemy so Qantas aren't talking to me through either of those methods, I've always considered Twitter and Facebook to be the "nuclear" option when you have a problem with a company and can't won't get any resolution through normal service recovery channels.

Fairly predictable in my opinion as it seems "the other guys have almost given up on social media engagement/loyalty so we may as well give up too and save a few bucks". And they wonder why their customers are so cynical. :shock:

 

[marki]

LOL "redundant Roo" but still disappointing

How do you know they haven't already registered?

 

[Princess Fiona]

I will miss Red Roo. The person behind the account for the last few years was a true asset to QF and they are very big shoes to fill.
It's worth noting that there has been more than one individual acting in the Red Roo role throughout the years of engagement here and they have also been good ambassadors for QF.

Unlike some others I do value other areas of SM involvement via Twitter and Facebook. AA are brilliant at this and QF should follow their lead.

 

[njba]

Oh boy, I had a lot of kudos for QF for having Red Roo available to put up with us all. It seems a little short sighted to cut communication with a vocal minority of travellers.

Of course I am entirely confident that someone of her obviously intelligence, care and wit will be snapped up in a heartbeat.

 

[Hvr]

Very sad news indeed, Having met one iteration of Red Roo I was always impressed by her professionalism and willingness to assist as well as being a fine ambassador for Qantas.

 

[Sdtravel]

This is awful news.
Poor one out for one's hommy.

RedRoo was an asset and helped me on several occasions. I think its big mistake I guess qf don't think that second chance at fixing a service issue is important anymore.

 

[Colster]

So let's spam their Twitter and FB feeds with our disquiet

 

[straitman]

Very sad to see the current Red Roo gone (enhanced) as she certainly was an asset.

I/we was meant to meet with her on her last day at the launch of the Pilots new uniforms. Unfortunately due to some personal issues we never made the trip to Sydney and so sadly missed the opportunity to catch up.

Hopefully we will see her on here again as an individual with a lot of airline knowledge.

Like many here I find forums better as I don't find FB as anywhere useful when trying to follow through with issues. If QF and VA think that FB (and twitt??) is/are the best ways forward they will lose many people in the process. (They'll still fly but not be engaged)

 

[Isochronous]

Dumb decision from QF. Maybe that means they won't have anyone spying on us to spill the beans on good status runs now - which would be a positive.

 

[Mattg]

This is really sad news. Red Roo has been a real asset to Qantas, and her engagement on AFF has been a credit to the airline.

This is a very disappointing decision from Qantas. I am honestly very surprised that Qantas would be looking to downsize its social media engagement. Social media is only going to become more and more important in years to come as one of the most effective ways to reach customers, and be reached by customers. This is especially important when it can take hours to speak to someone at the call centre due to the recent staff cuts there as well. Not to mention, social media allows the company to gain an insight into valuable customer feedback that you simply can't get using traditional mediums.

Red Roo, I wish you all the best in your future career. You will be missed on AFF. I do hope you'll continue to contribute to AFF on a personal level!

 

[Archphoto]

I can only agree with everyone's sentiments 110% - RR assisted me on several occasions and will be sadly missed.

Couldn't be bothered with coughter or Foolsbook to bring the topics and problems we often encounter here on AFF; I see them (T&FB) as petty, schoolyard bickering vs. (AFF) an insightful chat over a beer.

Hopefully the SMT will see the error of their ways and Redundant Roo will be replaced by RR once again!! (Of course hell could also freeze over, but hey, El Ninio is in full swing these days, so it could just happen!! :mrgreen

 

[Colster]

I, for one, have expressed my displeasure in an area that is more open to public scrutiny then our forums. As much as you may not like coughter(sic), it is a almost guaranteed to get a response as media types and the greater GP follow them. The only way to get change is to complain in a way that gets visibility.

 

[trippin_the_rift]

I will miss Red Roo. The person behind the account for the last few years was a true asset to QF and they are very big shoes to fill.
It's worth noting that there has been more than one individual acting in the Red Roo role throughout the years of engagement here and they have also been good ambassadors for QF.

Unlike some others I do value other areas of SM involvement via Twitter and Facebook. AA are brilliant at this and QF should follow their lead.

100% agree with you and the general sentiment in the thread.

I find it hard to believe QF would let go of someone with such deep experience and knowledge, but I hope 'Redundant Roo' will pop back up again sooner than later.

 

[Aeolus]

Terrible news!
RR (triple R? ), if you are reading this, all the very best to you and thanks from the bottom of my heart for all your support and assistance to this community.

 

[Capricornus]

In the age when anyone with a social media account can become an instant spokesperson for the airline, it is difficult to believe that the management would leave these fronts exposed. Marketing 101 - perceptions matter. Most airlines are still in the dark ages when it comes to managing perceptions and building loyalty through social media, as many executives are still not quite sure what this social media beast is really about. I'd be really surprised (and disappointed) if Qantas took a step in the wrong direction...