5 Steps to Successful Crisis Management for Airlines

5 steps to successful crisis management for airlines in the age of social media 1. Prepare radian Set up mitigation measures 1. Create a cross-functional Crisis Communication Team social media monitoring b. Create a dormant blog and a toll-free number to be activated Google and updated regularly during crisis Alerts c. Monitor - Conduct online monitoring 3. Respond pitchengine. Update and have conversations d. Cultivate - influencers and advocates a. Convene the crisis communication team salesforce.com 2. Identify pitchengine. b. Start immediate search for references to crisis situation Identify The type of crisis* Linked in C. Activate dormant blog and hotline 4. Promote a. Sudden - Expected, but not now d. Prepare statements of accurate information Integrate with traditional media to drive awareness b. Smoldering - ongoing, blowing up c. Bizarre - Unexpected, never thought of e. Address media and viral reports immediately a. Use key channels and influencers to target: Employees, Media, Customers, Influencers b. Don't try to control the message. Influence only. C. And be transparent, and eliminate rumors *Ashcloud was a mix of sudden and bizarre 5. Assess a. Evaluate, honestly b De-brief - internally, and with the d. Join forces with other airlines, airports and authorities to inform the public customers c. Prepare for future The chemical properties of an aviation crisis 1. Everything happens at lightning speed 2. People demand "hyper- transparency 3. Personal dialogue is as important as message delivery 4.Brand detractors have the same tools 5. Give love first. Then seek favors. Twitter StreamGraph for ashtag Neoformix @air_baltic I can stay @ myhotel one more night. can I get money back afterwards or should I go to St.Peter airport and get info there? FlyingBrussels We'll progressively start up operations as from 12h. Delays and cancellations may still occur however. We keep you updated on the situation. 125 home about 10 hours ago via HootSuite plane fly passengers flight about 9 hours ago via Tweetie in reply to air_baltic 6 Reply 3 Retweet FlyingBrussels Need a document of proof for employer, insurance company or school for a delayed/cancelled flight? Request it here: http://ow.ly/1ANE0 passengers sense airspace tranded Mr_Eduards Eduards Timofejevs flight plane prevails @Mr_Eduards You can stay in your hotel, we will cover one night stay. Please later provide payment about 5 hours ago via HootSuite Oyoondor fly keland keland #breakingnews Lufthansa_USA Love it! RT @mutle Back in düsseldorf with the first transatlantic flight. Thanks, @Lufthansa_USA! petehome Welcome Roetmehome ash confirmation to Customer Service. about 7 hours ago via CoTweet Welcae arrive about 8 hours ago via TweetDeck in reply to Mr_Eduards 6 Reply 13 Retweet common Lufthansa_USA We know phone lines still very busy. Extra staff added to call center and airports. Doing our best, appreciate patience! #ashtag #ash eHeathrowAirport Heathrow air_baltic airBaltic reopens arrive about 7 hours ago via CoTweet Apr 20 17:31 17:33 17:38 17:40 17:42 17:46 17:48 17:51 17:55 17:57 17:59 18:08 18:12 18:15 18:17 18:21 18:23 18:26 1 SimpliFlying www.SimpliFlying.com 5 steps to successful crisis management for airlines in the age of social media 1. Prepare radian Set up mitigation measures 1. Create a cross-functional Crisis Communication Team social media monitoring b. Create a dormant blog and a toll-free number to be activated Google and updated regularly during crisis Alerts c. Monitor - Conduct online monitoring 3. Respond pitchengine. Update and have conversations d. Cultivate - influencers and advocates a. Convene the crisis communication team salesforce.com 2. Identify pitchengine. b. Start immediate search for references to crisis situation Identify The type of crisis* Linked in C. Activate dormant blog and hotline 4. Promote a. Sudden - Expected, but not now d. Prepare statements of accurate information Integrate with traditional media to drive awareness b. Smoldering - ongoing, blowing up c. Bizarre - Unexpected, never thought of e. Address media and viral reports immediately a. Use key channels and influencers to target: Employees, Media, Customers, Influencers b. Don't try to control the message. Influence only. C. And be transparent, and eliminate rumors *Ashcloud was a mix of sudden and bizarre 5. Assess a. Evaluate, honestly b De-brief - internally, and with the d. Join forces with other airlines, airports and authorities to inform the public customers c. Prepare for future The chemical properties of an aviation crisis 1. Everything happens at lightning speed 2. Реople demand "hyper- transparency 3. Personal dialogue is as important as message delivery 4.Brand detractors have the same tools 5. Give love first. Then seek favors. Twitter StreamGraph for ashtag Neoformix @air_baltic I can stay @ myhotel one more night. can I get money back afterwards or should I go to St.Peter airport and get info there? FlyingBrussels We'll progressively start up operations as from 12h. Delays and cancellations may still occur however. We keep you updated on the situation. 125 home about 10 hours ago via HootSuite plane fly passengers flight about 9 hours ago via Tweetie in reply to air_baltic 6 Reply 3 Retweet FlyingBrussels Need a document of proof for employer, insurance company or school for a delayed/cancelled flight? Request it here: http://ow.ly/1ANE0 passengers sense airspace tranded Mr_Eduards Eduards Timofejevs flight plane prevails @Mr_Eduards You can stay in your hotel, we will cover one night stay. Please later provide payment about 5 hours ago via HootSuite Oyoondor fly keland keland #breakingnews Lufthansa_USA Love it! RT @mutle Back in düsseldorf with the first transatlantic flight. Thanks, @Lufthansa_USA! petehome Welcome Roetmehome ash confirmation to Customer Service. about 7 hours ago via CoTweet Welcae arrive about 8 hours ago via TweetDeck in reply to Mr_Eduards 6 Reply 13 Retweet common Lufthansa_USA We know phone lines still very busy. Extra staff added to call center and airports. Doing our best, appreciate patience! #ashtag #ash eHeathrowAirport Heathrow air_baltic airBaltic reopens arrive about 7 hours ago via CoTweet Apr 20 17:31 17:33 17:38 17:40 17:42 17:46 17:48 17:51 17:55 17:57 17:59 18:08 18:12 18:15 18:17 18:21 18:23 18:26 1 SimpliFlying www.SimpliFlying.com 5 steps to successful crisis management for airlines in the age of social media 1. Prepare radian Set up mitigation measures 1. Create a cross-functional Crisis Communication Team social media monitoring b. Create a dormant blog and a toll-free number to be activated Google and updated regularly during crisis Alerts c. Monitor - Conduct online monitoring 3. Respond pitchengine. Update and have conversations d. Cultivate - influencers and advocates a. Convene the crisis communication team salesforce.com 2. Identify pitchengine. b. Start immediate search for references to crisis situation Identify The type of crisis* Linked in C. Activate dormant blog and hotline 4. Promote a. Sudden - Expected, but not now d. Prepare statements of accurate information Integrate with traditional media to drive awareness b. Smoldering - ongoing, blowing up c. Bizarre - Unexpected, never thought of e. Address media and viral reports immediately a. Use key channels and influencers to target: Employees, Media, Customers, Influencers b. Don't try to control the message. Influence only. C. And be transparent, and eliminate rumors *Ashcloud was a mix of sudden and bizarre 5. Assess a. Evaluate, honestly b De-brief - internally, and with the d. Join forces with other airlines, airports and authorities to inform the public customers c. Prepare for future The chemical properties of an aviation crisis 1. Everything happens at lightning speed 2. Реople demand "hyper- transparency 3. Personal dialogue is as important as message delivery 4.Brand detractors have the same tools 5. Give love first. Then seek favors. Twitter StreamGraph for ashtag Neoformix @air_baltic I can stay @ myhotel one more night. can I get money back afterwards or should I go to St.Peter airport and get info there? FlyingBrussels We'll progressively start up operations as from 12h. Delays and cancellations may still occur however. We keep you updated on the situation. 125 home about 10 hours ago via HootSuite plane fly passengers flight about 9 hours ago via Tweetie in reply to air_baltic 6 Reply 3 Retweet FlyingBrussels Need a document of proof for employer, insurance company or school for a delayed/cancelled flight? Request it here: http://ow.ly/1ANE0 passengers sense airspace tranded Mr_Eduards Eduards Timofejevs flight plane prevails @Mr_Eduards You can stay in your hotel, we will cover one night stay. Please later provide payment about 5 hours ago via HootSuite Oyoondor fly keland keland #breakingnews Lufthansa_USA Love it! RT @mutle Back in düsseldorf with the first transatlantic flight. Thanks, @Lufthansa_USA! petehome Welcome Roetmehome ash confirmation to Customer Service. about 7 hours ago via CoTweet Welcae arrive about 8 hours ago via TweetDeck in reply to Mr_Eduards 6 Reply 13 Retweet common Lufthansa_USA We know phone lines still very busy. Extra staff added to call center and airports. Doing our best, appreciate patience! #ashtag #ash eHeathrowAirport Heathrow air_baltic airBaltic reopens arrive about 7 hours ago via CoTweet Apr 20 17:31 17:33 17:38 17:40 17:42 17:46 17:48 17:51 17:55 17:57 17:59 18:08 18:12 18:15 18:17 18:21 18:23 18:26 1 SimpliFlying www.SimpliFlying.com 5 steps to successful crisis management for airlines in the age of social media 1. Prepare radian Set up mitigation measures 1. Create a cross-functional Crisis Communication Team social media monitoring b. Create a dormant blog and a toll-free number to be activated Google and updated regularly during crisis Alerts c. Monitor - Conduct online monitoring 3. Respond pitchengine. Update and have conversations d. Cultivate - influencers and advocates a. Convene the crisis communication team salesforce.com 2. Identify pitchengine. b. Start immediate search for references to crisis situation Identify The type of crisis* Linked in C. Activate dormant blog and hotline 4. Promote a. Sudden - Expected, but not now d. Prepare statements of accurate information Integrate with traditional media to drive awareness b. Smoldering - ongoing, blowing up c. Bizarre - Unexpected, never thought of e. Address media and viral reports immediately a. Use key channels and influencers to target: Employees, Media, Customers, Influencers b. Don't try to control the message. Influence only. C. And be transparent, and eliminate rumors *Ashcloud was a mix of sudden and bizarre 5. Assess a. Evaluate, honestly b De-brief - internally, and with the d. Join forces with other airlines, airports and authorities to inform the public customers c. Prepare for future The chemical properties of an aviation crisis 1. Everything happens at lightning speed 2. Реople demand "hyper- transparency 3. Personal dialogue is as important as message delivery 4.Brand detractors have the same tools 5. Give love first. Then seek favors. Twitter StreamGraph for ashtag Neoformix @air_baltic I can stay @ myhotel one more night. can I get money back afterwards or should I go to St.Peter airport and get info there? FlyingBrussels We'll progressively start up operations as from 12h. Delays and cancellations may still occur however. We keep you updated on the situation. 125 home about 10 hours ago via HootSuite plane fly passengers flight about 9 hours ago via Tweetie in reply to air_baltic 6 Reply 3 Retweet FlyingBrussels Need a document of proof for employer, insurance company or school for a delayed/cancelled flight? Request it here: http://ow.ly/1ANE0 passengers sense airspace tranded Mr_Eduards Eduards Timofejevs flight plane prevails @Mr_Eduards You can stay in your hotel, we will cover one night stay. Please later provide payment about 5 hours ago via HootSuite Oyoondor fly keland keland #breakingnews Lufthansa_USA Love it! RT @mutle Back in düsseldorf with the first transatlantic flight. Thanks, @Lufthansa_USA! petehome Welcome Roetmehome ash confirmation to Customer Service. about 7 hours ago via CoTweet Welcae arrive about 8 hours ago via TweetDeck in reply to Mr_Eduards 6 Reply 13 Retweet common Lufthansa_USA We know phone lines still very busy. Extra staff added to call center and airports. Doing our best, appreciate patience! #ashtag #ash eHeathrowAirport Heathrow air_baltic airBaltic reopens arrive about 7 hours ago via CoTweet Apr 20 17:31 17:33 17:38 17:40 17:42 17:46 17:48 17:51 17:55 17:57 17:59 18:08 18:12 18:15 18:17 18:21 18:23 18:26 1 SimpliFlying www.SimpliFlying.com 5 steps to successful crisis management for airlines in the age of social media 1. Prepare radian Set up mitigation measures 1. Create a cross-functional Crisis Communication Team social media monitoring b. Create a dormant blog and a toll-free number to be activated Google and updated regularly during crisis Alerts c. Monitor - Conduct online monitoring 3. Respond pitchengine. Update and have conversations d. Cultivate - influencers and advocates a. Convene the crisis communication team salesforce.com 2. Identify pitchengine. b. Start immediate search for references to crisis situation Identify The type of crisis* Linked in C. Activate dormant blog and hotline 4. Promote a. Sudden - Expected, but not now d. Prepare statements of accurate information Integrate with traditional media to drive awareness b. Smoldering - ongoing, blowing up c. Bizarre - Unexpected, never thought of e. Address media and viral reports immediately a. Use key channels and influencers to target: Employees, Media, Customers, Influencers b. Don't try to control the message. Influence only. C. And be transparent, and eliminate rumors *Ashcloud was a mix of sudden and bizarre 5. Assess a. Evaluate, honestly b De-brief - internally, and with the d. Join forces with other airlines, airports and authorities to inform the public customers c. Prepare for future The chemical properties of an aviation crisis 1. Everything happens at lightning speed 2. Реople demand "hyper- transparency 3. Personal dialogue is as important as message delivery 4.Brand detractors have the same tools 5. Give love first. Then seek favors. Twitter StreamGraph for ashtag Neoformix @air_baltic I can stay @ myhotel one more night. can I get money back afterwards or should I go to St.Peter airport and get info there? FlyingBrussels We'll progressively start up operations as from 12h. Delays and cancellations may still occur however. We keep you updated on the situation. 125 home about 10 hours ago via HootSuite plane fly passengers flight about 9 hours ago via Tweetie in reply to air_baltic 6 Reply 3 Retweet FlyingBrussels Need a document of proof for employer, insurance company or school for a delayed/cancelled flight? Request it here: http://ow.ly/1ANE0 passengers sense airspace tranded Mr_Eduards Eduards Timofejevs flight plane prevails @Mr_Eduards You can stay in your hotel, we will cover one night stay. Please later provide payment about 5 hours ago via HootSuite Oyoondor fly keland keland #breakingnews Lufthansa_USA Love it! RT @mutle Back in düsseldorf with the first transatlantic flight. Thanks, @Lufthansa_USA! petehome Welcome Roetmehome ash confirmation to Customer Service. about 7 hours ago via CoTweet Welcae arrive about 8 hours ago via TweetDeck in reply to Mr_Eduards 6 Reply 13 Retweet common Lufthansa_USA We know phone lines still very busy. Extra staff added to call center and airports. Doing our best, appreciate patience! #ashtag #ash eHeathrowAirport Heathrow air_baltic airBaltic reopens arrive about 7 hours ago via CoTweet Apr 20 17:31 17:33 17:38 17:40 17:42 17:46 17:48 17:51 17:55 17:57 17:59 18:08 18:12 18:15 18:17 18:21 18:23 18:26 1 SimpliFlying www.SimpliFlying.com