Rapid crisis response key in social media world

Twitter has been used to break stories on crises way before most companies get a chance to release a statement. Paula Berg, manager of emerging media at Southwest Airlines, explains how having a presence in social media can help your company jump in and handle a crisis in real time.

paula, berg, southwest, airlines, social, media, twitter, crisis, communications

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Comment

Video comment:

Wednesday, July 15, 2009 4:10:49 PM by Jeff Dodd

"Crisis's"?

Wednesday, August 19, 2009 6:24:46 PM by Anonymous

It would be interesting to hear more of the speakers views/experience on how the best way to use these channels during a crisis

Thursday, August 20, 2009 5:59:44 PM by Betsy Pasley

OK, am I the only one who wonders why many of these are shot in front of moving CNN video that's much more compelling to watch than the person being featured? I kept wanting to know how the Dow was doing and what is "today's hot story" while trying to also listen to Paula. (Reminiscent of the Palin Thanksgiving message/turkey slaughter debacle.)
Sorry Ragan, you are usually great about using approriate media for messages - and you rock in print - but I'm holding you to a higher standard, and it seems you're ping the ball on this one.
Keep bringing these thought leaders to us, though I love hearing from these folks.

Thursday, August 20, 2009 6:00:49 PM by Betsy Pasley

(that was "ping the ball" - not "ping!" Dropped some letters there.)

Wednesday, August 26, 2009 4:11:51 PM by Jay Hamilton

The TV is very distracting. She shouldn't have been interviewed at that location.

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