Qantas twitterstorm mayhem in 2010

Written on Wednesday, 28 August 2013 by Chris Vo

In my previous blog I decided not to share this case scenario as I thought it may not be relevant to the activity task required so I’ll post what I would've included in a new post.

Qantas does have an endless history for social media PR disasters affecting their reputation and share holds as a result. Back in 2010, Qantas flew into a PR twitter storm when a user from the highly populated social media network, reportedly sparked a disaster with these simple words:

“Sorry have bed news 9.15 am waktu jakarta,qantas airlane from jakarta to sgpr have a accident before landing in batam...hiksss..”

The tweet generated nearly 200 million users who were made to believe that the plane had exploded. But, a relief for the Twitter followers when mainstream media pushed a tweet from a passenger on-board who confirmed the safety of those on the aircraft.

There was still one question which remained. Where was Qantas to provide reassurance of the chaos on twitter? Qantas played no role in keeping curious followers informed during or after the events that unfolded. Surely I would like to be kept up to date with a disaster as it is happening.
Image by socialskinny

So what are the lessons learned from this explosive social media outbreak?
Qantas had failed to recognize how crucial it is to keep the media updated of events to ensure that loved ones aren't left with a cliff-hanger. As a result, an inaccurate piece of information clouded the Twitter network and Qantas’ reputation received a lash for not clearing these misconceptions within a timely manner.

You can learn more about the incident here. 

Qantas’ legal risk of using Social Media

Written on Thursday, 22 August 2013 by Chris Vo

Last week we discussed how Commbank leverages the values and benefits of social media, this week I’ll identify some of the legal risks of using social media applicable to Qantas and discuss what the Aussie airline company’s Social Media Policy should address.


Image by wordpress
Here I will list the top five risks of using social media relevant to Qantas:

1. Reputation management

“social media is your greatest reputation risk because it is trusted, immediate, global and forever.” – Geoffrey Stackhouse

This quote is most relevant to Qantas as a competitive airline company. Social media has the power to quickly transform a company’s reputation on it’s head by creating negative publicity. For instance, if a customer posts an inappropriate comment on Qantas’ twitter page and a Qantas representative responds to the comment in a negative manner.


2. Security Issues

There is always the risk of having hackers, data or identify theft, spyware and bugs which could potentially ground Qantas for good. With this in mind, there’s also the risk of leaking confidential information about the company.

3. Engaging in two-way dialogue and potential criticism

While there are some happy customers there are always the risk of dissatisfied ones ready to voice their criticism onto Qantas social media platforms.

4. Trust as part of the culture

There needs to have visible level of trust for Qantas employees to be able to use social technology successfully. If there is no trust as part of the culture of the organization, then this could pose as a risk to social media for Qantas.

5. Wasting company time

It can be addictive and easy for a Qantas employee to be at risk of spending too much time, compromising their work efficiency and thus the organization’s business operations.


So I have just stated Qantas’ risks associated of using social media but how should they address these risks so they are dealt with in a timely manner? Below are the Social media policies in which Qantas should adopt:

  1. A communication approval process involving senior level management to control defamation from affecting the airline.  Don’t allow new front-line employees full control as their lack of experience could cause irreparable damage.
  2. Work with the IT department or hire a professional to ensure proper privacy and security settings are in place.  This essential policy will ensure that the protection of confidential information are in place to avoid falling into the wrong hands of a cyber-thief.
  3. Carefully monitor the social media platforms such as twitter and Facebook to quickly identify negative feedback and address it before it gains support.
  4. Create an extensive training program highlighting the do’s and don’ts when using social media platforms. This is most applicable to all staff who are representing on behalf of Qantas. They need to be aware of how to conduct themselves appropriately while connecting with their customers.
  5. Monitor what website employees visit and how much time they spend on them.  If an employee isn’t as productive or spends too much time procrastinating from work, have human resources pep talk with that employee on how to use their time on social media effectively.

For an example of a social media policy, here’s a short,concise and to the point example by ABC©.
Want to know more about proactive measures of using social media? Watch this intuitive video below (thank you human services for allowing me to share this)


Commbank leverages the values and benefits of Social Technology

Written on Friday, 16 August 2013 by Chris Vo

A study in McKinsey’s report identified the benefits and values associated with organizations implementing Enterprise 2.0 using the 10 Social Technology value levers (as shown below). These levers are present in multiple functional areas of the business (also known as the business value chain).

Image by Mckinsey


Last week we discussed how the Wikinomics business model principles applied to businesses using enterprise 2.0 technology such as Starbucks and StacksOverflow. Today we look at how Commonwealth Bank uses enterprise 2.0 tools to leverage the product development and customer service functions for their business.



Image by Newspaperworks

They’re SOCIAL on social media!


Like Starbucks, Commonwealth Bank (or commbank) has multiples modes of interaction between its customers and key staff members so they could achieve as much feedback and ideas for improvements on any particular product or area of service as possible. They’re connected to just about all social media channels that you could think of… from Facebook to Youtube to Google+ and their most recent, blogging.
More on Commbank’s social media strategy can be seen in this clip below.



1. Product development (Customers are the co-creators for products)


Commbank provides a livespace community forum, called IdeaBank where customers can post, vote or discuss with other customers within the community the ideas which could relate to existing products or products (or services in some cases) that they wish to see modified or developed in the future. Customers can vote on the likelihood in which they wish to see an idea come into action. This is the usual process for product development via social media interaction.



Image by Expounder with cheese

So in essence, Commbank listens to their customers and what they would like to see changed or developed and implemented.

2. Customer service

Similar to other facebook pages that you might find for businesses, Commonwealth bank sports a support community page for:
Ö        Real time search for addressing problems with customers
Ö        Community building, not just for selling their products but instead as a way for building a community-minded philosophy
Ö        As a method for interacting with bank customers about their products using this social media channel, and
Ö        Enabling transparency by allowing only key staff members, such as the bank manager, to answer questions directly to customers via a community page.

Image by Commbank


So I believe that Commbank has set the bar for other major banks to up their game when it comes to providing a strong community and a customer based support network or simply by reaping the priceless benefits and values of using social technology. A big thumbs up for Commbank!


Unlocking business values and success starts with Enterprise 2.0!

Written on Wednesday, 14 August 2013 by Chris Vo

Hey guys,

Back again to post this week's topic but first I want to thank those who shared my first post. May your day be showered with skittles (no not really..)
ON with this week’s topic for today:


Working with Enterprise 2.0!

Examples of companies achieving their business objectives through the use of

Enterprise 2.0 principles and the relation
with Wikinomics business models”



For this week week’s activity, I'll be providing two examples of companies which use Enterprise 2.0 tools in a significant way to achieve their business objectives thus growing their business. How these examples relate accordingly to the Wikinomics business model principles (Peering, Being Open, Sharing and Acting Global) will be analysed.

[1] STACK OVERFLOW (& Stack Exchange)




Founded in 2008, Stack Overflow (one of Stack Exchange’s network of Q&A websites) provides a question and answer open-site for professional and passionate programmers. Any user can ask or answer a question and the best answer is voted to the top similar to how top comments work on Youtube.


Peering


In relation to Stack’s website, its primary function is to collaborate with experts to the inexperienced in programming where questions about the various uses of programming are answered in a calm and collective environment. Also featured on the Stacks website is careers2.0, where job seekers can look for work involving programming nearby.

Openness


Stacks Overflow website is open for all, from the passionate to those who are new to programming. There are no visible boundaries as to who could ask or answer a question.

Sharing


On the mothership of Stacks Exchange website (or Stacks) provides newsletter subscriptions based on what the user is interested in. There are subscriptions from Arts through to Technology. This is a simple way that users can keep up to date with the latest top questions answered.

And of course the entire concept of a Q&A community is a form of sharing information. Stacks also shares a community blog with their users to discuss from a range of day-to-day topics.

Acting Global


Stacks has yet to implement a global strategic objective which will incorporate launching new sites to the Australasia region. As of November 2012, there are 105 separate sites and over 64 million unique monthly visitors and is continuously growing.


[2] STARBUCKS

Image by flickr
Yes, even Starbucks has their own twitter account to engage with the community for any queries, complaints or replying to any mentions of Starbucks, all monitored and managed by Brad Nelson. Starbucks through the use of social technology via Twitter is more than just a Q&A. The coffeehouse chain now hosts a crowdsourcing site, called My Starbucks Idea where customers are able to submit their innovative idea and have them rated by other customers. Again, let’s look at how the Wikinomics business model applies.                                          



Peering


In regards to the innovative customer idea input site, this provides a strong peered/shared environment amongst the consumer community. If I were to present an idea on that website, I would be able to receive immediate feedback from other consumers of the effectiveness of my idea.

Openness


As one of the most sought coffeehouse chain in the market, Starbucks not only sells coffee and interacts with their customers but they also have a global strategic objective of being green, giving back to thepeople via community service and ethical sourcing. Starbucks conducts their own environmental projects in order to improve their reputation for potential investors.

Sharing


Starbucks' concept of the “My Starbucks Idea” website assists staff on how to improve their products or introduce new ones.

Acting Global


Starbucks is already renowned as the largest coffeehouse company in the world, with 20,891 stores in 62 countries. Their online presence and retail reputation allows consumers to remain satisfied and loyal with their favourite coffee brand and ultimately further improves the companies’ brand image.

Sadly this is the end of Wikinomics business process model applied to real world organisations. I hope you enjoyed this week’s blog.



To learn more about the Wikinomics central concept, click here.

The foundations of creating a successful blog via modern technology

Written on Sunday, 4 August 2013 by Chris Vo

Hey all,

Welcome to my first official blog post. As mentioned in my about me, this blogspace will be primarily used for all weekly topics as required by my university studies and hopefully will prolong into regular use afterwards. I will aim to have a blog posted at least once or twice a week with links to helpful articles based on the content from each weekly topic.  


Let's get started, but first..

WHY do we spend countless beginnings and endings punching into our keyboards our thoughts and feelings through blogs? Is it for bragging rights with  friends, a personal hobby of interest, or perhaps to reach out for connection through the medium of technology? To put it simply, 

Image by LadyLay
"Blogging is therefore to writing what extreme sports are to athletics: more free-form, more accident-prone, less formal, more alive. It is, in many ways, writing out loud."
Andrew Sullivan

Now that's the why we blog in modern society but today I will go through some useful tips on how to build and improve a successful blogspace.

After reading Joshua Becker's 15 Reasons I think you should blog was an eye opener of the advantages I could have just by blogging regularly. He elaborates in 15 good reasons WHY you should create a blog. Not only does he go through the "Why" of blogging but his article also extends into the purpose of blogging as well.

Q: So what are some of the best approaches to creating a successful blog?
A: Well, from a large pool of recommendations for creating successful blogs, here's a taste of what I will include in my future blogs here in the coming weeks.  
  1. Define your target audience - Well this one is quite obvious. I need to know to whom I'll be writing my blogs for and who I'll be expecting to connect with.
  2. Keep it simple - Having a complex blog in terms of design and content can be a huge deterrent for readers to come back to my blog. So my intentions are to keep my blog layout design simple and remove all the unnecessary gadgets that you (as the reader) won't need to use or look at.
  3. Research - Not really a necessity if you have a high knowledge about your chosen blog topic but it helps if the reader would like to learn more.
  4. Find your voice - Find a writing style which you are most comfortable with. If you have just started blogging like myself, this will most likely develop as we continue to blog more over time.
  5. Social Media -  I highly recommend using Twitter and Facebook to help connect with readers and other bloggers, but it's important to focus on having high quality content first.
Well that's it for me this week. I hope you enjoyed this week's topic on what makes a you a successful blogger.
This is the first time I've posted a blog. Any constructive criticism or feedback is much appreciated about today's content or anything else that you can see on this page in the comment section below or via facebook, twitter or Google+ but most importantly don't forget to share/like if you found this post helpful!


Thanks for reading!
Image by flickr

To learn more on how to become a successful blogger, click here and here.
To learn more on the reasons people blog, click here.