Enterprise 2.0

By Alyse O'Shea

Flying Social

Social networks are defined as groups of individuals who share a commonality. Their common bond of social networks may be the community in which members live, their religion, subdivision, career interest, social interests, common friends or shared beliefs.

In short, social networks can arise from nearly any commonality or even a desire to make friends among their individual members.

While strictly social when they began, social networks like Facebook and Twitter are being increasingly used for promoting every type of business from a small one-person business to mega corporations. The people that the business interact with are those that could potentially be your current or future customers.

Connection Matters

Let go of the ego, diminish the sell, stop thinking in numbers, and start talking with people, sharing with them and listening to what they are saying to you. The page can be fun and creative and certainly not always about the business. Find a balance between social and professional interactions and success will ensue.

 

Airports Integration of Social Media

In my last posts I have delved into how Airports can effectively connect with passengers via social media.

In a study titled Digital Report 2012, the organisation highlights how 77 per cent of European passengers are now using airports with some sort of Facebook or Twitter-based presence and that, in Central Europe especially, airport social media use has really taken off, with an 800 per cent increase recorded during the last year alone.

These Central European airports include Poland’s Warsaw Chopin, whose page on Twitter is now followed by over 11,000. Its Tweets are bilingual (English and Polish) and they inform passengers of the airport’s most recent updates, such as flight cancellations, new duty-free offers and general information about the city of Warsaw.

Brisbane Airport could strongly benefit from the integration of social media trends with a multi-cultural twist – it is essential for airports to stay up to date on passengers’ demands. Whether it is through Twitter feeds being displayed on big screens around the airport or wikis written by customers for customers – communicating with passengers to let them know:

• Flight information (delay, boarding, cancellation)
• Estimated que lengths (customs wait in line)
• Advertising and competition (meal deals, duty-free deals)

Although they could also delve into giving customers handy tips on traveling, on little ‘know-hows’ to getting around the airport. This is important to build relationships and ensure regular and positive visits. It is important to help a range of passengers asking a range of questions!

“The diverse ways that airports are engaging with passengers and developing joint-communications with airlines are a clear demonstration of how they are investing in tech to boost their competitive positions”, Jankovec added.

Adopt or Get Lost in the Shuffle

The change has happened. The way we communicate is no longer the same and this goes for businesses as well. You can not stand by and not take part in the new medium of Social Media; it will impair your business. You need to adapt and perform accordingly to be an effective part of this communication shift. You must take time to research, incorporate your employees, maintain your pages, and be genuine. If not, you will get lost within the shuffle.

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4 comments on “Flying Social

  1. 33mjb
    October 13, 2012

    Hi Alyse, I like your ideas on how BAC could better use social media, and your facts from Europe to back this up! Companies really need to adopt a strategy or get left behind as you pointed out. If Brisbane Airport adopted your strategy, how effective do you think it would be at improving customer satisfaction and the quality of service which they deliver?

    • Alyse O'Shea
      October 15, 2012

      Hey,

      I’ve been to the Brisbane Airport – both domestic and international – and it lacks the bit of something, it doesn’t have anything for customer (like myself) to connect with one another or even with the airport – as crazy as that sounds.

      All I could do was check-in on facebook! So I think it would be great for the airport to adopt more social media, I would enjoy the experience more and therefore be more satisfied.

      Thanks for the feedback
      Alyse

  2. Blake Thornton
    October 15, 2012

    Hey Alyse,

    I like all your ideas regarding Brisbane Airport. I have one question, how would you encourage customers to edit the wiki to share knowledge with others?

    It may sound selfish, but what incentive do they have to be doing this, would there be some kind of offer that might give them a free coffee at the airport or something similar?

    I’d like to hear your thoughts on this.

    Great post as usual.

    • Alyse O'Shea
      October 15, 2012

      Yeah that’s a good point – I guess having a good nature isn’t enough haha!

      Well offering free or cheap deals would be the best idea I think. Maybe by valuably contributing could put them in a competition to get a flight upgrade – I wouldn’t mind that!

      Thanks for the feedback
      Alyse

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This entry was posted on October 8, 2012 by in INB346 and tagged .

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