Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


US Airways Twitter Scandal: Whoops, sorry about that

Whoops, sorry about that
Jenny Rudd, Head of Content at MOSH, New Zealand's leading social media agency comments on the pressure to be perfect for social media community managers following the pornographic image posted on the US Airways Twitter feed.

This week everyone had a good laugh at the expense of US Airways. An opinionated customer had made their feelings known on the US Airways Twitter site in fairly unorthodox fashion by posting a picture of a naked woman with a US Airline model aircraft inserted into her vagina. The picture was captured and flagged as inappropriate. In response to a separate query, a US Airline employee then reposted the picture by accident and it remained on their Twitter feed for just under an hour. One can only imagine the scene as that employee returned from a tea break and had a quick flick through their social media sites to check on any activity only to see his or her horrifying error.

There are a number of amusing elements to it, not least the imaginative self expression of the naked lady. Her point is unclear but loudly stated. Whenever a large company has to apologise, everyone has a good old smug giggle but often these kind of errors are made by one person. That person isn't a fat cat whose pockets are lined with plump bonuses but rather someone just like you and me who has a normal wage, works hard and is sometimes under pressure to perform a number of tasks simultaneously and so doesn't have the time to thoroughly check each task. Running social media definitely sits in this category. There is a great deal of planning involved as well as reacting to activity on each platform employed. It is heartening to see that US Airways apologised and then made it clear the employee wouldn't be fired for the error.

Social media specialists are often employed by companies who have much less experience in this area than the new employee. As such, processes and guidelines don't exist and are learnt along the way. There is immense pressure to respond in exactly the right way on social media platforms, maintaining the integrity of the company whilst placating the customer all in full view of the public. Some enterprises have fantastic social media guidelines such as Dell who have five main principles: 1. Protect information, 2. Be transparent and disclose, 3. Follow the law, follow the code of conduct, 4. Be responsible, 5. Be nice, have fun and connect. Intel's guidelines are similar, including encouragement to own up to mistakes quickly and to be upfront about it.

Continued support for community managers is paramount to encourage these employees to feel confident in their roles and that the company will support them should their be a glaring gaffe such as the US Airways mistake.


ENDS

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Scoop Business: NZ Wool Exports Jump To The Highest In More Than A Decade

New Zealand wool exports jumped to their highest level in more than a decade in June, aided by a lower currency and strong demand from China, the nation’s largest market. More>>

ALSO:

Surreal Estate: Home Values Rise At Fastest Rate In Seven Years

The latest monthly QV House Price Index shows that nationwide residential property values for July have increased 10.1% over the past year which is the fastest annual rate since 2007... The Auckland market has increased 18.8% year on year. More>>

ALSO:

New Employment Laws: Talley’s AFFCO Workers To Strike

The decision comes after the Talley’s owned company walked away from mediation last week and applied to end bargaining under the government’s new employment laws - the first such application since the law came into effect. More>>

ALSO:

Private Action: Employer Pleads Guilty Over Forestry Death

The CTU has always known that the death of forestry worker Charles Finlay was due to the poor health and safety practices of his employer... "The CTU, with the support of Charles’s family, needed to take this ground breaking private prosecution." More>>

ICT Innovation: Six NZ Finalists In World Summit Awards

The awards are a global showcase of 40 projects, across eight categories, with a special emphasis on those which show the benefits of information and communication technology for the development of communities. New Zealand has finalists in six of the eight categories. More>>

ALSO:

Final Frontier: Rocket Lab And NASA Sign Commercial Space Launch Agreement

Rocket Lab has signed a Commercial Space Launch Act Agreement with the National Aeronautics and Space Administration (NASA). The agreement enables Rocket Lab to use NASA resources - including personnel, facilities and equipment - for launch and reentry efforts. More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news