Southwest Airlines has established a strong presence across multiple social media platforms including Twitter, Facebook, YouTube, Flickr, and their blog "Nuts About Southwest" to engage with customers and promote their brand. They use these channels to provide customer service, entertainment, discuss travel experiences and share deals. Southwest has over 1 million Facebook likes and their Twitter and blog are recognized as leaders in their industries. Their approach aims to create customer loyalty through an interactive experience across various media in a fun, casual tone that fits their culture.

1. Southwest Flies High in Area of Media Convergence Calli Babcock Michelle VanOsdol

2. Background Established in 1971 3,200 flights/day 35,000 employees 78% of SWA customers check in online/kiosk

3. Media Platforms Twitter Blog: Nuts About Southwest YouTube channel Flickr iPhone app/Ding Facebook

4. Twitter @xaviercc04 I'm sorry to hear about your experience. Please do send us a letter so we can get the full story. ^CM @texandrew5 We just closed our internship applications for Spring 2011. Stay tuned for Summer 2011 opportunities! ^CM We'll pick our fave reasons & bring the winners to Dallas to play in our annual #LUVClassic Golf Tournament! http://cot.ag/dAFewa Oh, and their golf clubs fly free! Grab your golf bag, it's on! #LUVClassic http://twitter.com/southwestair

5. Nuts About Southwest Polls, videos, podcasts, customer posts Hub for all other media platforms October 2009 Best Blog (PR News Platinum Awards) for 3rd year in a row http://www.blogsouthwest.com/

6. YouTube Channel Customer relations Entertainment http://www.youtube.com/user/NutsAboutSouthwest#p/a/u/1/nRGzTgqR9CU http://www.youtube.com/user/NutsAboutSouthwest#p/f/23/ZjikovLphCI

7. Flickr Discussion Plane Enthusiasts 1,000 Members Photos used on other platforms http://www.flickr.com/groups/southwestairlines/

8. iPhone app/Ding Insider deals & information Book flight – Check flight status – Check In – Car reservations Free application For iPhone or desktop http://www.southwest.com/cgi-bin/systray?action=download&refId=2006050000000051&ref=ding_info

9. Facebook Contests/Sweepstakes 1 million ‘Likes Bags fly free promotion http://www.facebook.com/Southwest?v=app_154958661185020

10. Effective or Not Effective? Effective Include various platforms for customers to interact with Helps create customer loyalty and building of a “culture” Fun and family-orientated theme

11. Our Suggestions Facebook customer concerns Monitoring criticisms/negative comments? Do you have any suggestions for Southwest and their use of media convergence?