Mr D tweeted a very interesting link to me yesterday evening which shows just how seriously corporations are starting to take Twitter and monitoring what people say.
The link in question was to a blog post by Lesley. She writes:
[W]hile we were sitting on the carpet in the departure lounge in Bordeaux on the first of our long waits, I twittered “Plane delayed by 2 hours. Damn you easyJet” or words to that effect. Within a couple of minutes someone from easyJet had twittered back something about hoping they were keeping us informed. People are obviously being employed to palm disgruntled twitterers off with false concern.
Of course, not everyone will respond with the same (understandable) cynicism as Lesley; however, the thing to note here is that bland platitudes are simply not enough when it comes to corporate crisis management. You’ve really got to connect with your audience and bring them something meaningful. In this case, Easyjet’s twitterer could perhaps have given Lesley a clearer idea of just how long she would have to wait. Or a discount on the inflight shopping!
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