Airlines Allocate Resources to Social Media

A SimpliFlying HOW AIRLINES ALLOCATE RESOURCES TO SOCIAL MEDIA THE NUMBER OF TWEETS AIRLINES RECEIVED INCREASED BY 60% FROM FEB TO MAR 2011* AIRLINES 101,400 RECEIVED 24,500 TWEETS IN MARCH 2011* AIRLINES REPLIES IN MARCH 2011* SENT HOW ARE THEY DOING THIS? : BY DEDICATING MORE RESOURCES TO SOCIAL MEDIA 40% ARE EXPANDING THEIR SOCIAL MEDIA TEAMS THESE TEAMS INCLUDE MEMBERS FROM DIFFERENT DEPARTMENTS 44% 30% 13% 9% 4% CORPORATE MARKETING E-COMMERCE INTERACTIVE COMMUNICATIONS CUSTOMER SERVICE ALLOCATION OF RESOURCES DEDICATED OR INTEGRATED MODEL MODEL STAFF ARE SOLELY DEDICATED TO SOCIAL MEDIA FUNCTION STAFF FROM DIFFERENT DEPARTMENTS ARE SOCIAL MEDIA-TRAINED HOW HAVE AIRLINES USING THE DEDICATED MODEL PERFORMED? IN TERMS OF TWITTER FOLLOWERS, FACEBOOK FANS & KLOUT * = THE NUMBER OF STAFF DEVOTED TO SOCIAL MEDIA #3 STAFF 2 STAFF TRUE REACH 75K 200,000 f 110,000 4 STAFF TRUE REACH 56K y 147,000 f 1,000,000 america 23 STAFF TRUE REACH 46K Air Asia y 125,000 f 200,000 STAFF TRUE REACH 25K y 70,000 f 55,000 KLM WESTJETZ HOW HAVE AIRLINES USING THE INTEGRATED MODEL PERFORMED? IN TERMS OF TWITTER FOLLOWERS, FACEBOOK FANS & KLOUT * THE NUMBER OF STAFF TRAINED IN SOCIAL MEDIA %D STAFF 34 STAFF TRUE REACH 588K y 1,620,000 f 475,000 4 STAFF TRUE REACH 429K y 1,100,000 f 1,390,000 jetBlue 19 STAFF TRUE REACH 64K SOUTHWEST AIRLINES 174,000 f 135,000 2 STAFF TRUE REACH 5K 15,000 f 59,000 A DELTA airBaltic * ROUNDED TO NEAREST '000 SimpliFlying Infographics In Partnership with Cezeer Download more airline infographics from http://bit.ly/sfinfographics BETA DATA SOURCES: THE MONTHLY AIRLINE TWITTER REPORT BY EEZEER & SIMPLIFYING, SURVEY BY SIMPLIFLYING FACEBOOK.COM & TWITTER.COM, ACCESSED MAY 2011 CREATED BY @HICAIS, @MAVECHAN, @SUGERINE & @TRIXIAYONG DESIGNED BY @TRIXIAYONG