Social Media Best Practices for the Airline Industry

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Airlines, Airports and related partners have great opportunities to use social media to educate, inform and connect travelers. This presentation provides recommendations, best practices and insights. It was given on June 21, 2011 at the Airports Council International event in Cleveland, OH. http://www.aci-na.org/marcomm11/welcome.html

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Social Media Best Practices for the Airline Industry

  1. 1. Social Media Best Practices Airports / Airlines By Kristie Wells @kristiewells President, Founder | Social Media ClubWednesday, June 22, 2011
  2. 2. via simpliflying.comWednesday, June 22, 2011
  3. 3. Social Media is NOT *just* Facebook or TwitterWednesday, June 22, 2011
  4. 4. But these two ‘channels’ are the heavily used by travelers <right now>Wednesday, June 22, 2011
  5. 5. Key is to find what works best for you, and is the best ‘channel’ to communicate with your customers.Wednesday, June 22, 2011
  6. 6. Now, get ready for the money quote. This is revolutionary stuff people...Wednesday, June 22, 2011
  7. 7. “Help people.”Wednesday, June 22, 2011
  8. 8. Provide Information. •Weather delays •Parking / Transportation •Food Courts •Services (Massage Anyone?)Wednesday, June 22, 2011
  9. 9. Connect Travelers. •‘Nerds’ unite around power, add tips to find outlets •Highlight ‘hot spots’ in airport via LBS, blogs, photos, videos and more.Wednesday, June 22, 2011
  10. 10. Highlight Local Flavor. •Food •Weather •Culture •Items of Interest •Discounts to AttractionsWednesday, June 22, 2011
  11. 11. Recommendation: Be Consistent. •Define Commercial Voice. •Review Online Presence. •Time Commitment.Wednesday, June 22, 2011
  12. 12. Voice. Online Presence.Wednesday, June 22, 2011
  13. 13. Voice. Online Presence.Wednesday, June 22, 2011
  14. 14. Consider Foursquare and You Tube Experiment a little.Wednesday, June 22, 2011
  15. 15. Checking Into Locations.Wednesday, June 22, 2011
  16. 16. Like Terminal/Gates.Wednesday, June 22, 2011
  17. 17. Entertain us.Wednesday, June 22, 2011
  18. 18. Inform us.Wednesday, June 22, 2011
  19. 19. Don’t try to be my friend. Be my info source.Wednesday, June 22, 2011
  20. 20. Time Commitment. #socialmedia is not so much about the time commitment as it is the commitment over time. via @chrisheuerWednesday, June 22, 2011
  21. 21. Listen.Wednesday, June 22, 2011
  22. 22. Key word searches: Airport name. City. Airlines. Restaurants. Vendors. C-Suite.Wednesday, June 22, 2011
  23. 23. What Changes Can You Make? https://twitter.com/#!/BeachPeanuts/status/82556352781762561 https://twitter.com/#!/PRFrenchy/status/80380412433678336Wednesday, June 22, 2011
  24. 24. Always keep in mind...Wednesday, June 22, 2011
  25. 25. The internet lives forever.Wednesday, June 22, 2011
  26. 26. Is this how you want to be known?Wednesday, June 22, 2011
  27. 27. Or This? "Millions are in uproar in #Cairo. Rumour is they heard our new spring collection is now available online at http://bit.ly/KCairo -KC." via Kenneth ColeWednesday, June 22, 2011
  28. 28. Mistakes Happen "I find it ironic that Detroit is known as the #motorcity and yet no one here knows how to f***ing drive" via @ChryslerAutosWednesday, June 22, 2011
  29. 29. It is how you deal with them that matters.Wednesday, June 22, 2011
  30. 30. Know what this is? $2,800.00Wednesday, June 22, 2011
  31. 31. Delta changes baggage policy within 24 hours following military bag incident.Wednesday, June 22, 2011
  32. 32. Be Open. Be Honest. Be Human. Be Aware. Be Respectful.Wednesday, June 22, 2011
  33. 33. @KristieWells 001.415.577.9022 kristie@socialmediaclub.org http://socialmediaclub.org/Wednesday, June 22, 2011

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