Melissa Agnes

AUGUST 28, 2014

The other day I had a conversation with someone who made a statement about the healthcare industry not needing to be on social media because no one cares about the nurses’ birthdays and little useless memes (I’m SOOO paraphrasing here!). What’s the point of social media for healthcare?

Healthcare 238

Healthcare Social Media Media Case Study 238

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

Social media has become a favorite medium for customer service complaints, but is there a way to transform such complaints into good PR for your company? Customer service and public relations are growing closer, and engaging complainers on social media — the right way — is an opportunity to turn critics into fans.

Social Media 159

Social Media Media Airlines Customer Service 159

Cision

OCTOBER 8, 2015

We arrived at a topic that appeals to every marketer active in social media. In Social Business Journal Volume 4, we showcase five unique brands from diverse industries and customer segments, showcasing how they are succeeding with social media marketing. How many social media accounts does your brand manage?

Social Media 120

Social Media Branding Brand Airlines 120

Cision

JULY 26, 2017

Since the inception of social media platforms, one of the biggest challenges has been how to properly reach your desired audience. Travel -> (Airline, Business travel, Frequent flyers, Hotel, Personal travel destinations, Travel and Entertainment, Travel services).

Social Media 233

Social Media How To Insurance Insurance 233

Cision

JUNE 8, 2015

Within minutes, the airline acknowledged the situation on Twitter and Facebook. The airline continued to communicate via social media throughout the ordeal and was universally lauded for its social media response to this crisis. Social media adds an overwhelming complexity to crisis communication.

Crisis Communications 120

Crisis Communications Social Media Crisis Communications 120

Communications Conversations

MARCH 19, 2015

Last week, I did what marketers like us WANT consumers to do on social media: I asked my friends and family for a recommendation. I mean, we’ve seen negative comments about airlines before, but NOTHING like this (outside of maybe Comcast in the past). Spirit is actively asking customers why they hate airlines like Spirit.

Airlines 60

Airlines Reputation Branding Brand 60

Barokas

MAY 3, 2017

PR crisis, with the most viral ones coming from Pepsi and everyone’s least favorite airline, United. But had Pepsi and United simply listened (via social media) both companies could have better responded to their respective audiences. This didn’t do United any favors, as many thought the CEO underestimated the situation.

Social Media 60

Social Media Airlines Media Viral 60

Sword and the Script

MAY 5, 2015

For a mere eighty-eight additional dollars, the airline was kind enough to reassign us in a row together. The airlines are counting on it, indeed, I’d contend airlines, including Delta, prey on such emotions to separate a few more dollars from the consumer wallet. Other Airlines Prey on Parent Emotions Too.

Airlines 60

Airlines Travel Customer Service Crisis 60

Melissa Agnes

MARCH 13, 2014

By now, we’ve all heard of the terrible crisis Malaysia Airlines is facing with flight MH370 appearing to have vanished out of thin air with over 200 passengers and crew members aboard. It’s an unthinkable situation, though one that every airline needs to be prepared to properly manage at any given time.

Crisis Communications 279

Crisis Communications Crisis Airlines Communications 279

Melissa Agnes

APRIL 10, 2014

Almost everyone has some sort of digital device – a smart phone, a social media page such as Facebook or Twitter, etc. Think Malaysia Airlines. The post The Use of the Word Transparency in the World of Social Media appeared first on Agnes + Day. Enter the digital age. All types of information is up for grabs.

Social Media 248

Social Media Crisis Crisis Communications Media 248

Melissa Agnes

APRIL 15, 2014

Although some may say this is good publicity, I can bet that senior management over at the airline is in entire disagreement – as are TONS of their customers. Why is it so often that we find airlines at the heart of published gaffes and thoughtless (with major repercussions) posts to social media?

Airlines 243

Airlines Case Study Policies Reputation 243

PR for Anyone

OCTOBER 25, 2023

When asked which gig was her favorite, Diane simply proclaimed that, “each gig is awesome in its own way” because each unique gig, such as working on a Delta Airlines commercial, brought its own set of joys and challenges. Her style and presence on social media have also made her a standout. Wisdom and confidence comes with age.

Storytelling 130

Storytelling Airlines Film Energy 130

ImPRessions - Crenshaw Communications

APRIL 10, 2017

As of midday Monday, the airline had issued the following statement. According to other passengers on the flight, the airline said it needed four seats to fly its own employees to Louisville. But airlines typically negotiate for volunteers before the flight is boarded, not after they’re seated on the plane.

Airlines 159

Airlines Hotels Crisis Reputation 159

Presspage

MAY 11, 2017

Among the many communication tools that can be used during a crisis, social media is one of the most important ones because it offers the opportunity for an immediate, concise, and far-reaching response. But if misused, things on social media can take a turn for the worse. The thin line between positive and negative.

Social Media 79

Social Media Crisis Media Airlines 79

ImPRessions - Crenshaw Communications

MAY 15, 2019

With the release of audio from a tense November 2018 meeting between the American Airlines pilots’ union and Boeing executives – after the Lion Air crash but before the Ethiopian Airlines accident – the scope of the company’s miscalculation is apparent. The narrative has moved from tragedy to scandal.

Reputation 245

Reputation Airlines Automotive Software 245

Cision

NOVEMBER 1, 2017

In the second episode of Earned Media Rising , Southwest Airlines’ Linda Rutherford and Frito-Lay North America’s Chris Kuechenmeister discuss how brands have effectively evolved how they use storytelling to drive authenticity; the importance of transparency in today’s market; how can organizations be the guardians of their brand, especially in the (..)

Airlines 168

Airlines Media Storytelling Social Media 168

MaccaPR

SEPTEMBER 7, 2017

“We don’t want brands talking at us as if we are dollar signs,” warns Kevan Lee, director of marketing for the social media publishing company Buffer. Our agency has seen that voice styles for branded social media accounts generally fall into two categories, which we refer to as “informational” and “conversational.”.

Social Media 66

Social Media Branding Brand Media 66

HMA Public Relations

SEPTEMBER 14, 2018

The post When social media is really social appeared first on HMA Public Relations. A few years ago, I googled myself and found a couple of other Scott Hansons who have backgrounds similar to mine. One is a sports reporter […].

Social Media 72

Social Media Sports Media Google 72

Communications Conversations

FEBRUARY 27, 2018

As an independent consultant, a big part of my job is keeping my clients one step ahead when it comes to social media marketing. And, that’s damn hard, considering the speed at which social media marketing moves. What I love about this blog is it isn’t really a PR/social media blog.

Social Media 68

Social Media Blogging Media Airlines 68

Melissa Agnes

SEPTEMBER 26, 2014

These Smart Social Media Tactics Will Help You Prevent A Crisis. TCIP #015 – Social Media Monitoring in a Crisis with Chris Syme. When it comes to monitoring social media in a crisis, Chris Syme is a pro. TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus. Don’t miss it!

Crisis Management 199

Crisis Management Airlines Crisis Resources 199

Katie Paine's Measurement Blog

JUNE 27, 2024

In 2004 Greg Jarboe and Southwest Airlines won the Golden Ruler of Measurement Award for showing how much ticket revenue was generated by Greg’s SEO-optimized press release. Health care workers in British Columbia tied an increase in residents being vaccinated to their PR and social media campaign in 2007.

Airlines 52

Airlines Measurement Healthcare SEO 52

ImPRessions - Crenshaw Communications

JUNE 26, 2019

Public relations teams and their agencies typically want to advise a CEO directly, and we routinely urge leaders to build a public profile through social media and high-level content. It’s good news that corporate leaders are starting to appreciate the power of social media, but progress has been slow.

Trade Shows 271

Trade Shows Leadership Airlines Corporate 271

Shift Communications

AUGUST 26, 2015

Years ago, those sentences would have been meaningless, but today, in our personal lives, social media has become a vital part of how we connect with others. The same is true for brands trying to market themselves on social media. Social media is a microscope into the petri dish of user feedback.

Social Media 60

Social Media Tools Marketing Media 60

ImPRessions - Crenshaw Communications

JUNE 28, 2017

In fact, happy news is a main driver for social media sharing. The ultimate feel-good story: a baby was born mid-flight on Spirit Airlines. Best of all was the airline’s quick PR thinking as it announced that young Christoph Lezcano will fly free every year on his birthday for life. Now, that’s the Spirit.

Airlines 147

Airlines Insurance Insurance Exercises 147

Reputation Us

APRIL 12, 2017

This week’s United Airlines incident has by far created the most inquiries from people asking me, “What would you recommend United do now?” Like most, our LT Public Relations team has been appalled by this week’s actions (or lack of actions) by United Airlines in the wake of the many blunders. Good grief!

Crisis 74

Crisis Airlines Viral Corporate 74

ImPRessions - Crenshaw Communications

DECEMBER 18, 2017

Southwest Airlines’ soft landing. Everyone recalls the PR fiasco United Airlines experienced in April when footage of a dazed and bloodied passenger being dragged from his seat went viral. But consider how Southwest Airlines handled a tricky passenger situation in September. Well handled.

Crisis Management 149

Crisis Management Crisis Airlines Viral 149

Cision

JANUARY 11, 2018

United Airlines reminded all of us why crisis PR is still incredibly important. Earned media has become increasingly important with 89 percent of marketing/communications professionals saying they use it to support the demand generation goal of driving brand awareness. How Successful Journalists Use Social Media.

Communications 225

Communications Marketing Radio Airlines 225

Karen Freberg

OCTOBER 20, 2019

I was presenting at the Social Media Strategies Summit. This is pretty cool since most academic conferences (except for a few in PR) really focus just on the research / theory side of things, so it is refreshing to know what professionals, brands, and practitioners are doing in social media. Why was I in NYC?

Social Media 42

Social Media Industry Strategy Conference 42

5W PR

MARCH 13, 2019

While there are best practices experts in the art employ, no crisis is ever identical, and increasingly there are new stakeholders and forms of media that need to be accounted for to properly diffuse a situation. . In the case of United Airlines, the company failed miserably at handling this – and other crisis PR issues.”. .

Crisis 84

Crisis Airlines Crisis Communications Case Study 84

Burrelles Fresh Ideas

JANUARY 16, 2024

From my favorite airline (which is open and sincere in good times and bad) to my credit card company (who handled a data breach quickly and efficiently), down to my neighborhood auto repair shop (which is almost honest to a fault), these traits are a major driver in my day-to-day purchase decisions.

Crisis 85

Crisis Airlines Crisis Communications Social Media 85

ImPRessions - Crenshaw Communications

MARCH 21, 2017

The candies were miserable little oblong-shaped blobs, and the traditional and social media backlash began. Rather than fight the fail, Reese’s responded with a brilliant social media message about “tree-shaming” anchored by the #AllTreesAreBeautiful hashtag. Set an example for your industry.

Airlines 136

Airlines Reputation Product Launch Crisis 136

PR News

APRIL 18, 2018

Few communications teams are better trained and more adept than the one Linda Rutherford heads at Southwest Airlines. Communications works closely with social media staff at Southwest to craft an integrated response to incidents ranging from relatively small ones to crises.

Airlines 102

Airlines Communications Training Social Media 102

Melissa Agnes

JUNE 3, 2014

However, if you’re monitoring social media in real-time, you will become aware of the issue as it grows and really turns into an issue in need of your attention. Social media and the online landscape provide unique communication opportunities for individuals and organizations.

Airlines 206

Airlines Crisis Wikipedia Social Media 206

Communications Conversations

SEPTEMBER 30, 2022

Back in January, you may remember, PBR made this tweet: It set off a firestorm of responses and media coverage for PBR. And, it also resulted in PRB firing the social media manager who made the tweet. This tweet also resulted in the firing of the social media manager responsible for it. Hey everyone.

Airlines 78

Airlines Social Media Internal International 78

Cision

AUGUST 12, 2015

Many are using digital travel technology, a trend that is changing the way consumers interact with airlines, hotel chains and other companies. While many airlines and hotels have created booking apps, those apps have not caught on. Worse, they may call them out on social media. Some Apps Miss the Target.

Travel 120

Travel Technology Consumer Hotels 120

Communications Conversations

JANUARY 28, 2015

Each year, about this time, I write a post highlighting all the big PR and social media career moves here in Minnesota in the last twelve months. Former role: Athletic Events Social Media Manager. Current role: Social Content Specialist, Sleep Number. Current role: Social media community specialist, Medtronic.

Social Media 60

Social Media Media Airlines Local 60

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

It’s not alone among social media companies, but the brand has suffered from its casual and misleading response to the situation. United Airlines. As images of the bloodied man being dragged from his seat by airport police went viral, the airline made things worse with a series of legalistic and tone-deaf public responses.

Airlines 180

Airlines Reputation Journalism Crisis 180