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

 

Inequality: Top 10% Of Housholds Have Half Of Total Net Worth

The average New Zealand household was worth $289,000 in the year to June 2015, Statistics New Zealand said today. However wealth was not evenly distributed, with the top 10 percent accounting for around half of total wealth. In contrast, the bottom 40 percent held 3 percent of total wealth. More>>

ALSO:

What Winter? Temperature Records Set For June 20-22

The days around the winter soltice produced a number of notably warm tempertaures. More>>

Conservation Deal: New Kākāpō Recovery Partnership Welcomed

Conservation Minister Maggie Barry says the new kakapo recovery partnership between DOC and Meridian Energy is great news for efforts to save one of New Zealand’s most beloved birds. More>>

ALSO:

Tech Sector Report: Joyce Warns Asian Tech Investors View NZ As Hobbits And Food

Speaking in Wellington at the launch of a report showcasing the value of the technology sector to the New Zealand economy, Joyce said more had to be done to tell the country's technology stories overseas. More>>

ALSO:

Mediaglommeration: APN Gets OIO Approval For Demerger Plan

APN News & Media has received Overseas Investment Office approval for its plan to split out its NZME unit ahead of a potential merger with rival Fairfax Media's New Zealand operations. More>>

New Paper: Ninety-Day Trial Period Has No Impact On Firms' Hiring

The introduction of a 90-day trial period has had no impact on hiring by New Zealand companies although they are now in widespread use, according to researchers at Motu Economic and Public Policy Research. More>>

ALSO:

Corrections: Serco Exits Equity Stake, Remains As Operator

Serco has sold its equity stake in the company that holds the contract to design, build and run Wiri Prison in South Auckland but continues as sub-contractor to operate the facility. More>>

GDP: NZ Economy Grows Faster-Than-Forecast 0.7%

New Zealand's economy grew at a faster pace than expected in the first quarter of 2016 as construction expanded at the quickest rate in two years. The kiwi dollar jumped after the data was released. More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news