turkish airlines social trippin event - dealing with negativity in social media
DESCRIPTION
How can travel companies prepare for and understand the challenges social media creates with negative feedback and crises?TRANSCRIPT
Negative Chatter via Social Media#BrandReputationManagement
THE OLD WAY Word of mouth
THE OLD WAY MSM Review
THE OLD WAY Self Destruction
THE NEW WAY Ranting/Issues
THE NEW WAY Crisis management
BASICS One-off problems
CASE STUDIES Individual issues
CASE STUDIES United Breaks Guitars
CASE STUDIES Kevin Smith
CASE STUDIES Ash Cloud
CASE STUDIES Arizona
CASE STUDIES Athens Riots
CASE STUDIES Eurostar
CASE STUDIES Ryanair
GUIDELINES Check List
1 – Awareness
2 – Decision Making
3 – Reacting
4 – Engaging
5 – Monitoring
