I recall speaking at an event as I told the story of how my then girlfriend and I got trapped at a snow bound Heathrow. As you can imagine that will all flights cancelled a lack of taxis Heathrow nearly turned into a riot. What did Heathrow do? They actually switched off the information boards.
But us, we were a sea of calm. Why because our airline (BMI in those days) , provided all the information on Twitter, in fact as their was a human on the end of the Twitter feed, we built a good relationship. In the end, I took charge of the lounge and made the announcements and gave advice. (What do you say to somebody on a flight from Russia that has used London as a stop over). Before, we too made our exit and left.
This was December 2010.
We never did get to Ethiopia.
That was 7 years ago, what has changed? Societies use of Social Media has risen, but CEOs (and the rest of the C-Suite) seem reluctant or even resist being visible or talking with their customers. But for how much longer? Does 50% or 60% of the world's population need to be on social, sorry but it's going away, maybe it's time to make the jump?
A new analysis from CEO.com shows that the heads of the planet’s most powerful companies still view social media as a distraction, if not an outright liability. A full 61 percent have no social media presence at all. Even those who are on Twitter, Facebook or other networks rarely join the conversation.