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

 

Balance Of Trade: NZ Posts Trade Deficit In October On Falling Dairy Exports

New Zealand’s posted its largest monthly trade deficit for October in six years, while narrowing the shortfall from September, led by a fall in dairy exports to China while all main imports into the country rose. More>>

ALSO:

Gigatown Winner: Plenty Of Positives For Dunedin

Although the city has taken the Gigatown title, along with new ultrafast 1Gbps broadband and funding for $700,000 worth of UFB-related initiatives across the community, Mr Cull says Dunedin has gained so much more through its involvement. More>>

ALSO:

R18: The Warehouse Group Praised For Removing Games

The decision by New Zealand’s largest retailer The Warehouse Group (TW Group), to withdraw stocks of the latest version of Grand Theft Auto V (GTA V) and other R18 games, has been praised by advocacy group Stop Demand Foundation. More>>

ALSO:

Air NZ Wine Awards: Victory For Villa Maria As Pinot Noir Thrills

It was a night to remember as Villa Maria Estate picked up one of the highest accolades of the evening, the O-I New Zealand Reserve Wine of the Show Trophy, at the 28th Air New Zealand Wine Awards. The Villa Maria Single Vineyard Southern Clays Marlborough ... More>>

ALSO:

Future Brighter Money: RBNZ Releases New Bank Note Designs

New Zealand’s banknotes are getting brighter and better, with the Reserve Bank today unveiling more vibrant and secure banknote designs which will progressively enter circulation later next year. More>>

ALSO:

Get More From Scoop

 
 
Standards New Zealand

Standards New Zealand
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news