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