British Airways - Social Media [Steve Clark] FOJNP NY 2010
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Steve Clark, Senior Vice President, Customer Service Americas, British 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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British Airways - Social Media [Steve Clark] FOJNP NY 2010
- 2. Communicating in times of disruption – Cabin Crew strike Steve Clark SVP Customer Service, The Americas
- 5. ba.com - one destination for content
- 7. Twitter 12 Mar Willie Walsh comments on the cabin crew strike 22,207 19 Mar Willie Walsh talks about the latest contingency plans 23,562 20 Mar Operational update on first day of strike (Willie Walsh) 12,293 21 Mar Operational update on second day of the strike (Willie Walsh) 24,424 27 Mar A customer message from Willie Walsh 5,761 28 Mar Willie Walsh meets customers at Terminal 5 8,715 29 Mar A message from Gatwick airport (Willie Walsh) 14,825 20 May Response to Court of Appeal decision on the BA cabin crew strike (Willie Walsh) 37,533 25 May A customer update (Andrew Lord, Operations Director and Abigail Comber, Head of Brand & Insights) 29,318 3 Jun Operational update (various BA employees) 26,503 YouTube
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- Page No. Using ba.com as the hub We published messages on Twitter and directed customers back to ba.com On ba.com we have a banner to Follow us on Twitter YouTube video was embedded in ba.com and sent to journalists and media organisations We listened and communicated with people on Twitter and on Forums/blogs We spoke to our bloggers and gave them our side of the story We also used social media monitoring tool to listen to what people were talking about
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