Browsing Tag: Social Media

Dang those planes get low. A Singapore Airlines Airbus A380 landing at LAX.

Singapore

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The Wall Mounted Screens of the new Southwest Airlines Listening Center

Wall-mounted screens in the new Southwest Airlines Listening Center

Airlines in the modern world seem to use social media one of two ways.  Either as an effective marketing tool with no ability to handle any customer service functions, or as a customer service tool with little-to-no ability to market effectively.  There are a rare few airlines that can do both of these things and one of them is Southwest.  Recently, they began operations in their new Listening Center, a kind of “social media command center” and I had a chance to see how it works.

A better look at the set up in the Listening Center

A better look at the set up in the Listening Center

Social media platforms like Facebook, Twitter, and Instagram have become so ingrained into many of our lives.  We have access to them on our phones, tablets, and computers – even on watches – that it becomes so overwhelming.

In some forms it is a great way of sharing things with others, like what you are doing or where you are going.  However, it is also a great tool in getting a message across or being able to get some things fixed.  As social media has grown over the years, it has become more and more apparent that businesses need to address these platforms as a separate communication tool and start to use them effectively.  The Listening Center at Southwest is the first of its kind and is staffed by up to nine people at a time.

How many photos of a Ethiopian 787s did you see on the story about a 767? Photo: Bernie Leighton

How many Ethiopian 787 photos did you see on the story about a 767? Photo: Bernie Leighton | AirlineReporter

The way people across the globe are able to get their breaking news is changing. I found it very interesting how the Ethiopian flight 702 story was broken and covered.

Personally, I had just wrapped up a great Aviation Geek Fest 2014 and was tired. I decided to head to a bar with Jason Rabinowitz and Ben Granucci (other AvGeeks and some who write for sites like Airchive.com and NYCAviation.com) to have a beer and write some emails. Then I got word from one of our writers, Bernie Leighton, that he thought an airliner had just been hijacked. Jason confirmed he was hearing some rumors as well. It was game time – I switched gears and tried to start confirming what we were seeing.

As Jason and Ben went running to their cars to grab their electronic devices, I started to coordinate with Bernie and our Associate Editor, Blaine Nickeson, via Google chat about who was going to do what with this story.