Delta Airlines: Don't drink the Kool-Aid

Delta Airlines. Sure, they usually boast the cheapest flights with the friendliest service, but in a recent trip to San Francisco,  I learned that the only area they need to focus on is customer service. 

This past weekend, I flew out to the golden gate city for the National Communication Association Conference with four other Western girls (all of whom are communication majors).  Our flights left as scheduled early Sunday morning, but we were quicky re-routed to Cedar Rapids, Iowa due to a minor mechanical malfunction.  While at the Cedar Rapids airport, we discovered that we were not going to make our connection in Minneapolis.  After approaching the Delta desk, we learned that being a twenty- something female was not going to be an advantage.  Though they tried to brush us off several times, we persisted.  Both Delta employees informed us that all the flights to San Francisco were booked and that they did not have access to other airline information (which is absurd).

After deciding to check Expedia, Travelocity, and Priceline, our fears were confirmed.  There were, in fact, seats available online available for purchase, though we were not being given those spots.

So what did the five communication majors do? Yes, we took our anger to the world of social media.  We posted numerous times on their Facebook account, and nearly blew up their Twitter.  And that was just in Iowa.  Still, no repsonse.

Though were were lied to by the Delta official in Cedar rapids who told us we had seats to San Francisco out of Minneapolis, we managed to harness our frustration. With no help from customer service via the telephone, we approached the official in Minneapolis in charge of helping displaced flyers make arrangements.  His insults and patronizing tone were about all we could take. 

We finally made it on a flight, though were were technically stand-by passengers.  Needless to say, it was very touch and go.  Still, we tweeted, griped, and made suggestions to get Delta's attention. No response.

As an update, Delta_is_lame is now following one of the girls from the trip on Twitter, but we were never granted a simple apology by the airline.  In looking at their Twitter, it is obvious that they have deleted all of our comments regarding our flight troubles (from November 14th). My only hope is that our trip can somehow help influence what airlines people chose to fly.

The 'W' in Social Media

I realize that most U.S. citizens have some interaction with social media, but who new the leader (or past leader) of the free world was taking advantage of this platform?

In searching for some information on President Bush's recent book release, I ran across some interesting info--he's using social media! I'll admit it, I was intrigued to learn W. actually has a Facebook page and Twitter that are updated quite frequently.  Yes, his aides may me doing the leg work, but I am fascinated by the number of president's that use social media to relay causes, information about speaking engagements, and platforms such as the Clinton-Bush Haiti foundation.

Although we are aware that social media played a large role in the 2008 election, Obama has since ceased using the social media for an 'insider's perspective.'  Because so many supporters followed Obama for that reason, he has acually been considered to be on a social media backslide due to his updates only concerning what any citizen can read online or in the newspaper.  What do you think about Obama's change in social  media policy?  Do you think a current president should use social media platforms to communicate with citizens?

I understand that some would argue that President Bush is merely using Twitter and Facebook to promote his recent book release, but is that not what Obama did to 'boost' his connection with the online world during the '08 election?  It will be interesting to see of Bush's activity will decrease as we get further from the interviews and book reviews.

What president in history do you wish had social media and why? Abraham Lincoln? Thomas Jefferson?  Ronald Reagan?

What do you think they would Tweet or blog about?

What's the BEEF with Social Media?

As the granddaughter of a farmer and life-long dairyman, you could say that agriculture has played a huge part in my life.  I spent my summers on the front range in Northern Colorado, and this past summer I worked in Cheyenne, Wyoming.  Needless to say, I have learned that the west is a whole lot more than just cowboys and sunsets.  It is truly a way of life.

So, these are the people who live out on 20,000 acres and have never owned a computer, right? WRONG.  It might surprise you to learn that the Ag industry is actually targeting social media to enhance its reach.  In a recent article on AgWired, Kentucky cattleman Charles Miller discusses the importance of utilizing the platform or he believes the beef industry will be 'left behind.' 

I know what you're saying--do you tweet about your cows?  Not necessarily.  As a market, beef has and always will be a major factor in food production in the United States.  For the industry itself, it would be incredibly beneficial to keep citizens informed about new regulations, outbreaks, and even market values.  Afterall, in some parts of the U.S. there are actually entire television stations dedicated to the buying and selling of cattle! RFD TV anyone? 

Whether you are in the dairy or ranching business, you need a solid way to communicate with your consumers.  I would argue that even if a cattleman lives in a remote area, they are still able to advertise their 'brand' from the comfort of their own place.  On a national level, a beef producer blog might encourage a better understanding of the process by the American public.  In this case, I would recommend that they start slowly, but specifically target platforms that are applicable to their mission as an organization. 

I can't say that if my grandfather were alive today that he would be an avid social media user, but I think I would've had a good time showing him all the newest platforms!

Social Media and High School

For most of us, Facebook and Twitter weren't at our fingertips as freshman in high school.  In fact, I would argue that many of us only knew about Facebook because of older friends or siblings in college.  A new obstacle that high school teachers are facing revolves around policies implemented to prevent students from becoming 'Facebook friends' with their teachers.  In some cases, school districts have not restricted the online interaction between teachers and students.  Many high school teachers simply dread the idea of their students finding them on any type of personal social media.

In the college scene, to us, this probably seems ridiculous.  I have found that this kind of decision is usually based on whether the professor has had you in class in the past, or could possibly have you for a course in the future.  But for many, it is a casual interaction that is not uncommon between professor and student. 

Now think back to high school.  I attended one of the largest high school's in Indiana,  which meant that our teacher population always had a sector of newly-graduated young men and women. Often, those were the teachers who had trouble setting boundaries (especially if they taught a senior level course).  They wanted to be 'cool' with their students, but lacked the authority to draw a line in the sand.  Unfortunately, those that I think about that pushed the enevlope in high school are no longer in the teaching profession.

So, how would your high school or school system deal with this obstacle?  Has it implemented policies since you have graduated?

Another important aspect of this article is that the school system (located near Seattle) mentioned that it cannot actually restrict or place guidlines on teacher's social media.  Really, all they can do is make suggestions, such as not to comment on a student's postings or pictures. If their privacy settings are not monitored, a teacher's dirty laundry is more than just aired...it becomes gossip in the lunchroom.

What would you do as a middle school or high school teacher?

Pure Michigan

We'll give it to the big businesses that run their social media like a well-oiled machine, but would you believe that one of the major benefactors in the social media craze is the state of Michigan?  That's right--Michigan tourism has again won the honor of 'How Social is Your State?' mainly due to their focus on branding Pure Michigan.

The Michigan tourism Facebook page flourished this past summer, nearly doubling its fans from 50,000 to over 100,000.  Customers were so inspired by the site and the introduction to the state, that one-third of the fans were driven to make a trip to Michigan. Fans can post pictures of personal trips, ask questions, and interact to win hot vacation deals. Their VP of travel, George Zimmermann, said their implementation of Twitter and Facebook increased not only travel, but merchandise sales for the Pure Michigan campaign. 

Who would have thought that a Facebook page would help encourage people to travel within their own country?

I am a native of Southern Indiana, so I realize how difficult it is to romanticize your state so that it encourages your fellow Americans to find value in the activities you hold dear.  But let's be real.  We can't all be Michigan, Colorado, or California.  I'm not sure, in my case, how I would market corn and John Mellencamp, although, in my opinion, both add tremendous value to our country.  First, there has to be something intriguing about the state that causes people to research what it has to offer in terms of tourism.  Michigan, in this case, has the best of both worlds in the winter and summer months. 

Do you think Michigan's previous position in the traveler's mind has anything to do with their success? How would you use social media to advertise your home state?

Social Media Goes Green...Card

Homeland Security. We know what it is, and even what it is supposed to do, but do we always know how they are doing it?  In a recent article on Hillicon Valley's blog, they actually discovered that the Department of Homeland Security is using social media to determine whether people are entering into green card marriages. 

The department even goes so far as to 'friend' applicants on these sites to figure out if their wedded bliss is legitimate.  Crazy. CRAZY.  Yes, but very smart. Because so many online users are driven by the need to connect with vast amounts of people, they seldom realize that their 'friends' are actually government detectives. Apparently, this is causing a major stir amongst those who already feel as if they are being watched by the government. Believe it or not, the government's actions are legal, but some citizens are arguing that it is just another way to keep tabs on the American people.  Perhaps, they have reason to be concerned?

The greatest worry about this avenue for investigation is that online postings may not accurately represent a user's offline life.  So it got me thinking--does my social media really reflect who I am in the day to day?

Okay, I have nothing to hide in terms of illegal immigration or phony marriages, but what I post doesn't necessarily reflect who and what I am.  However, I usually do not interact with anyone online that I don't already know in person.  Plus, I hate it when random people message me or friend request me--that is always an uncomfortable click.  I'd like to think I would be smart enough to know if a government official was investigating me, but I guess if they're a government official, they pride themselves in flying under the radar.

But it is not natives, like you and me, who are being observed.  My only question about this process is who are the immigrants (legal or illegal) being targeted?

Why WE'RE failing with Social Media

By now, many of us would agree that our knowledge of social media is a continual process.  We learned by doing--and for some, we learned by getting burned by it.  As a corporate communication major, like many of you, I feel like I have a pretty good idea of what tools to apply to social media.  Would it surprise you if I said that we are actually the ones failing at it?

You might have noticed that I said how 'We' are failing in the corporate world.   Because those of us that consider ourselves to be 'corporate communicators' are largely responsible for how social media functions within our organizations, we must gain an understanding of the common mistakes individuals make in our field.  According to CMSwire, companies are struggling to get internal stakeholders to understand the importance of social networking and it's ability to reach mass audiences. Therefore, adoption of different avenues is difficult, but maintaining them at the needed rate becomes almost impossible.  These people are our internal responsibility.  External communication is just as important as internal.

Another obstacle that we are facing is trying to keep up with the Joneses.  In other words, we become so consumed with the latest social media trends that we neglect ones that are also critical components of the process. In my experience, social media platforms can become overwhelming if they are not limited, and then targeted to a certain consumer.  Quality of work will suffer if an organization has too many irons in the fire.

On the flip side, organizations are seeking employees who do not have preconcieved notions about what social media and corporate communication entail.  This can be beneficial to the social aspects of the company because they bring fresh ideas and unique concepts to the development of social media.  They are not 'blindly holding onto ideas of traditional communication.'

Whatever your major is, think about your idea of social media marketing.  Are you willing to step out of the box?  Maybe take a risk and try something new?

Remember, an organization's social media is only as good as its weakest link. Don't let it be you.