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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. ...

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 Social Media Best Practices for the Airline Industry Presentation Transcript

    • Social Media Best Practices Airports / Airlines By Kristie Wells @kristiewells President, Founder | Social Media ClubWednesday, June 22, 2011
    • via simpliflying.comWednesday, June 22, 2011
    • Social Media is NOT *just* Facebook or TwitterWednesday, June 22, 2011
    • But these two ‘channels’ are the heavily used by travelers <right now>Wednesday, June 22, 2011
    • Key is to find what works best for you, and is the best ‘channel’ to communicate with your customers.Wednesday, June 22, 2011
    • Now, get ready for the money quote. This is revolutionary stuff people...Wednesday, June 22, 2011
    • “Help people.”Wednesday, June 22, 2011
    • Provide Information. •Weather delays •Parking / Transportation •Food Courts •Services (Massage Anyone?)Wednesday, June 22, 2011
    • 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
    • Highlight Local Flavor. •Food •Weather •Culture •Items of Interest •Discounts to AttractionsWednesday, June 22, 2011
    • Recommendation: Be Consistent. •Define Commercial Voice. •Review Online Presence. •Time Commitment.Wednesday, June 22, 2011
    • Voice. Online Presence.Wednesday, June 22, 2011
    • Voice. Online Presence.Wednesday, June 22, 2011
    • Consider Foursquare and You Tube Experiment a little.Wednesday, June 22, 2011
    • Checking Into Locations.Wednesday, June 22, 2011
    • Like Terminal/Gates.Wednesday, June 22, 2011
    • Entertain us.Wednesday, June 22, 2011
    • Inform us.Wednesday, June 22, 2011
    • Don’t try to be my friend. Be my info source.Wednesday, June 22, 2011
    • Time Commitment. #socialmedia is not so much about the time commitment as it is the commitment over time. via @chrisheuerWednesday, June 22, 2011
    • Listen.Wednesday, June 22, 2011
    • Key word searches: Airport name. City. Airlines. Restaurants. Vendors. C-Suite.Wednesday, June 22, 2011
    • What Changes Can You Make? https://twitter.com/#!/BeachPeanuts/status/82556352781762561 https://twitter.com/#!/PRFrenchy/status/80380412433678336Wednesday, June 22, 2011
    • Always keep in mind...Wednesday, June 22, 2011
    • The internet lives forever.Wednesday, June 22, 2011
    • Is this how you want to be known?Wednesday, June 22, 2011
    • 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
    • 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
    • It is how you deal with them that matters.Wednesday, June 22, 2011
    • Know what this is? $2,800.00Wednesday, June 22, 2011
    • Delta changes baggage policy within 24 hours following military bag incident.Wednesday, June 22, 2011
    • Be Open. Be Honest. Be Human. Be Aware. Be Respectful.Wednesday, June 22, 2011
    • @KristieWells 001.415.577.9022 kristie@socialmediaclub.org http://socialmediaclub.org/Wednesday, June 22, 2011