Social media is fast being recognised as one of the best methods to share information quickly and effectively during periods of crisis. This certainly proved to be the case for Qantas during the 16-day period where hundreds of flights were disrupted due to a volcanic ash cloud affecting airspace. At a time where traditional customer contact channels were proving inadequate, the use of Twitter, Facebook and YouTube to communicate and engage with customers proved invaluable. This case study outlines the strategy, statistics and success of Qantas’ social media activity during this time.

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