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Jet blue airways role of social media in crisis communications [morgan johnston] fojnp ny 2010

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Morgan Johnston, Manager Corporate Communicatons, JetBlue Airways. ...

Morgan Johnston, Manager Corporate Communicatons, JetBlue Airways.

Presented at the Future of Jewish Nonprofit Summit, July 27, 2010 in New York, NY. http://fojnp.com

Part of panel: "Crisis Management: Lessons Learned from the Airline Industry."

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Transcript

  • 1. Role of Social Media in Crisis Communications Morgan Johnston Manager Corporate Communications JetBlue Airways
  • 2. You are being watched you are being watched
  • 3. Monitor for Crisis Comms US Airways flight 1549 on Twitter within 9 minutes
  • 4. February 14, 2007
  • 5. David
  • 6. Social Media = No Middle Man
  • 7. What we learned
    • Customers want to hear the explanation
    • Customers can sense authenticity
    • Interaction and transparency build engagement
    Build goodwill through daily engagement; cash it in when you need to.
  • 8.  
  • 9. Thank You Morgan Johnston twitter.com/MHJohnston