Comments on: Paging Delta Air Lines, paging Delta Air Lines . . . http://www.hooversbiz.com/2007/11/26/paging-delta-air-lines-paging-delta-air-lines/ Individuals — Companies — Industries: How We Work Now. Wed, 17 Mar 2010 13:31:45 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Tim Walker http://www.hooversbiz.com/2007/11/26/paging-delta-air-lines-paging-delta-air-lines/comment-page-1/#comment-1305 Tim Walker Tue, 27 Nov 2007 00:26:04 +0000 http://www.hooversbiz.com/2007/11/26/paging-delta-air-lines-paging-delta-air-lines/#comment-1305 Jeremiah -- You're ridiculously visible and easy to reach for anyone paying attention (I mean that in the best possible way), but as Russ rightly notes, Delta simply isn't paying attention. What's painful to me is that so many "old-line" companies with a huge customer-facing business somehow choose not to engage with modern social media, as though blogs and everything else just don't exist. Your posting about Delta's bad service on your blog is not unlike putting that complaint on a sign for everyone to see outside the St. Louis airport. Yeah, it's not the very *biggest* airport in the country, but, uh, would Delta want a bunch of its customers to see that kind of complaint on a billboard? Without a rebuttal? Without an assertion of "Hang on a minute, it's clear we screwed up something here, but our heart's in the right place, let us fix it"? And yet, in this case, that's exactly what they're doing. Jeremiah — You’re ridiculously visible and easy to reach for anyone paying attention (I mean that in the best possible way), but as Russ rightly notes, Delta simply isn’t paying attention.

What’s painful to me is that so many “old-line” companies with a huge customer-facing business somehow choose not to engage with modern social media, as though blogs and everything else just don’t exist. Your posting about Delta’s bad service on your blog is not unlike putting that complaint on a sign for everyone to see outside the St. Louis airport. Yeah, it’s not the very *biggest* airport in the country, but, uh, would Delta want a bunch of its customers to see that kind of complaint on a billboard? Without a rebuttal? Without an assertion of “Hang on a minute, it’s clear we screwed up something here, but our heart’s in the right place, let us fix it”? And yet, in this case, that’s exactly what they’re doing.

]]> By: rsomers http://www.hooversbiz.com/2007/11/26/paging-delta-air-lines-paging-delta-air-lines/comment-page-1/#comment-1303 rsomers Mon, 26 Nov 2007 20:46:46 +0000 http://www.hooversbiz.com/2007/11/26/paging-delta-air-lines-paging-delta-air-lines/#comment-1303 I suspect the channels in which it has been publicized are channels that no one at Delta tracks. Tools and services designed for monitoring public opinion and traditional PR channnels do a poor job of monitoring blogs and social media. It may be that their PR staff and agency are strong in traditional media but oblivious to new media. If a company is lucky - and doesn't take the ridiculous step of locking down Internet access to avoid employees "wasting" time - a few employees will take the initiative to wade into the social media maelstrom and monitor it first-hand. (That sound is me and Tim patting ourselves on the back). Otherwise the company has a very big blind spot, and that's what is happening here. I suspect the channels in which it has been publicized are channels that no one at Delta tracks. Tools and services designed for monitoring public opinion and traditional PR channnels do a poor job of monitoring blogs and social media. It may be that their PR staff and agency are strong in traditional media but oblivious to new media.

If a company is lucky – and doesn’t take the ridiculous step of locking down Internet access to avoid employees “wasting” time – a few employees will take the initiative to wade into the social media maelstrom and monitor it first-hand. (That sound is me and Tim patting ourselves on the back). Otherwise the company has a very big blind spot, and that’s what is happening here.

]]> By: Jeremiah Owyang http://www.hooversbiz.com/2007/11/26/paging-delta-air-lines-paging-delta-air-lines/comment-page-1/#comment-1295 Jeremiah Owyang Mon, 26 Nov 2007 16:29:52 +0000 http://www.hooversbiz.com/2007/11/26/paging-delta-air-lines-paging-delta-air-lines/#comment-1295 Still haven't heard from them, comments or in email. I'm easy to find my email is jeremiah_owyang at yahoo.com Still haven’t heard from them, comments or in email.

I’m easy to find my email is jeremiah_owyang at yahoo.com

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