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How Airlines dedicate resources to Social Media


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Everybody agrees that social media is here to stay. Most airlines by now have an active social media presence – Facebook pages, Twitter accounts and even check-in locations for location-based apps. While it is rather simple to set up such accounts, it takes considerable effort to actually get in fans and followers and start conversations that are meaningful and benefit both the airline as well as the customers. Moreover, while some airlines have more than 1 million fans on Facebook, some have around 10,000.
So how are airlines managing their social media presence? What plans do they have for managing their teams in the future? How large or small are these teams? Do greater follower numbers imply greater effort?

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How Airlines dedicate resources to Social Media

  2. METHODOLOGYSimpliFlying collected data from about 25 major airlines across the world.We asked airlines three simple questions: How many people are managing social media efforts presently? Which and how many departments are involved? Do the airlines have any plans of hiring more people for social media efforts?Data was also collected from Klout and EezerDataLabs
  3. FACEBOOK & TWITTER Twitter followers Facebook fans JetBlue Southwest AirAsia KLM Delta Virgin America Air New Zealand airBaltic WestJet Qantas LAN SAS Scandinavian 0 300,000 600,000 900,000 1,200,000 1,500,000 1,800,
  4. RESOURCES IN SOCIAL MEDIA Current size Hiring plans JetBlue KLM Delta airBaltic Southwest Qantas Turkish Airlines Air New Zealand Emirates Virgin America AirAsia LAN WestJet SAS Scandinavian 0 5 10 15 20 25 30
  8. FANS PER STAFF MEMBER Dedicated model Integrated model Southwest AirAsia Virgin America WestJet JetBlue Delta KLM airBaltic 0 175,000 350,000 525,000 700,
  9. DEPARTMENTS INVOLVED Corporate Communications Marketing 9% Customer Service 11% E-Commerce Interactive 38% 12%
  10. NUMBER OF COLLABORATING DEPARTMENTS (WITHIN EACH AIRLINE) 0 1 2 3 4 JetBlue Southwest Qantas KLM Delta Virgin America SAS Scandinavian Air New Zealand WestJet Air Baltic
  11. FUTURE PLANS Hiring Not hiring Not committed 25% 57%
  12. NUMBER OF FANS FOR EVERY PASSENGER JetBlue Virgin America AirAsia airBaltic Southwest Air New Zealand KLM Delta WestJet LAN Qantas 0 0.014 0.029 0.043 0.057 0.071 0.086
  13. NUMBER OF COLLABORATING DEPARTMENTS 4 3 2 1 0 LAN JetBlue Qantas Delta SAS Scandinavian
  15. We just changed the game. Again. 1. 2. 3. 4. Challenge yourself Learn how other Share and challenge Ask us how we can with one question each airlines are driving your team to incorporate help, anytime you hit aweek about your airlines business goals through an idea in your strategy. roadblock social media strategy. social media innovation. Click to The SimpliFlying iPhone App. download Download now from the App Store.