Final Words in 23+ Podcasts?

This post is an update to the Southwest/Kevin Smith blog posted Monday evening. Again, I'd like to reiterate, that I'm not reporting on the policy - just the way both parties are utilizing social media to plea their case.


The Twar Storm moves into podcast mode (SMODcast.com)



Mr. Smith has certainly been leaning on his Twitter account and followers to get his story out - but piece mail in 24 parts? (That link takes you to the complete listing.) How about a clearly written blog with accompanying chronological timeline to tell the story, in ONE link? This isn't the best way to get out a succinct message - no matter how funny and charming you can be. Twitter responses included comments like, "dude, you're repeating yourself", and "you do see the irony in final word/part 23?" This illustrates that followers don't necessarily change their own minds just because they happen to like someone's tweets. Many folks are following for the same reason I am...it's a news story now. I personally follow a lot of people that I don't agree with, but like the comedy in their tweets, it's fodder for my night job as a comedian and improviser.



So what's Southwest been up to while Kevin has been laying down all of these casts? Going for a "we're moving on" approach it seems on their site. The blog has been bumped down by yesterday's blog pimping flights from Philly to Boston, and the total comments still attached to the Kevin Smith blog is only around 1533.


Southwest isn't the first airline to have issues with a policy like this (most have one - however have not as yet enforced the policy on a social media savvy celebrity). Here's what they say in a Q&A regarding the policy.

Unfortunately a lot of people have taken to the web to say hurtful things about people who wrestle with weight problems which is uncool, but this is providing a strong enough voice for Southwest to stand by their policy, since the comfort of the most customers as possible is a goal, and they receive a lot of complaints from passengers made uncomfortable my customers of size.


Weight and health have always been polarizing topics, so far the online activity has only held up a mirror to it.


I'll keep you updated. In the meantime - let me know - what posts have you come across regarding this story that surprised you?

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Michelle

Southwest Vs. Kevin Smith: Can Southwest Tweet this Away?

This should get interesting folks.


Last night an overweight passenger (director, writer and sometimes actor, Kevin Smith) was subjected to a 25-year old "policy to assist passengers who need two seats on board an aircraft". Supposedly the policy is in place for the comfort and safety of all passengers aboard a plane.


Smith had purchased two tickets for himself for a later flight, but requested a single seat on an earlier flight. It isn't clear among all of the tweets, retellings, and articles storming online if he was ejected because there was not a second seat available to him as a standby passenger, or if some other reason lead to his being asked to leave the aircraft. In any event, Mr. Smith took to his Twitter Account to launch a "twar" on Southwest.

VS.

A Little Background (if you've been up in the air?)

They Said

Southwest says..."sorry" in a fairly lame way. (Who is Linda Rutherford anyway...this is a job for Gary Kelly.)

He Said
What Kevin Smith says...a lot but also maybe, "Be Sure to Check out "Cop Out" in theatres 2/26!"? Almost smells like being punked, doesn't it?

Sacred Cow Marketing VPs Everywhere Say "I Told You So"


This isn't a blog about whether this is right or not...rather what will the implications be for Southwest, and how will a company that has made such huge tracks in the social media world cope with the viral aspect of this storm, and the PR nightmare they face.


What far-reaching impact will this story have on social media projects and advocates across cubeland?

I have often blogged about how great Southwest is at the online marketing game...but can they figure out how to deal with twitter savvy Kevin Smith? With 1,662,280 followers and counting - I was 1,662,280 BTW - "Silent Bob" is not so silent. Also impressive, Southwest (at 1,029,447 followers and counting - I was 1,029,441), the airline known for their casual demeanor, songs, snacks and shorts, has an audible online voice too. So far, I commend them on at least one thing, transparency. There has obviously been no censorship on any of the available forums to post comments, as the negative and positive comments scroll right alongside one another, fighting for the armrest.


Marketers everywhere will be watching the storm, and there is much more than Kevin Smith's dignity at stake here. This will be talked about endlessly for the next year, in budget meetings, conferences, panels and webinars. How Southwest chooses to handle the situation could very well reframe the use the social media for business.

A few tips for Southwest...

My hope throughout this is that at the end of the day, social media is the cure for the cough it caused. And that Southwest doesn't back off from their online persona. Instead uses it to help smooth over this situation - as they would with free drinks on a delayed flight to Vegas.

How about a poll? A little crowd sourcing would certainly be helpful right about now. Why not ask customers to vote on a possible solution? Put 2-3 ideas out there that are feasible to offer Mr. Smith (and that would satisfy customers like him), and let the public decide. Then make the offer, let us know you did, and move on.

Also, keep in mind that in social media world - comments are often shared just to get a laugh, reflect a person's crappy day, or are just mean-spirited for the sake of being mean-spirited. Thoughtful remarks hold more integrity, and most intelligent people can sniff out the legitimate gripes from the rest.

I may also work on a set of tips for Mr. Smith - as tweeting activity like his doesn't always paint the source in a very positive light. Followers of all types still use sanity gauges when reading tweets - and although his were honest, direct and brave - they may have generated more negativity than support, something which remains to be seen.

For any airline: A little advice. Take conversations like this to the counter. Some things, no matter how awesome social media is...are better said face to face and with discretion. Like telling someone they're too fat to fly.

I'll stay on top of the storm and get back to you soon - please chime in with your ideas for how Southwest can leverage social media to address this debacle.

Keep Clicking!

Michelle

Google Buzz - Buzzworthy?

So Google launched their Twitter competitor - Google Buzz. Is it worth buzz?

Here's the lowdown: It's basically just like Twitter (share truncated personal anecdotes, links, images, videos), but only to the pals you gmail (but not if you have a paid business gmail account - you have to wait - funny how the free accounts get stuff first over there). So it's Twitter, but in a limited universe. Which is fine, if gmail is your universe - but why limit yourself?

If you are like most social networking narcissists, then you want the biggest audience you can get right? Well, Twitter will still deliver that, so don't switch...yet? (TBD)

I will be monitoring the popularity...but with the broadcast limitations of Buzz, I doubt if it will ever catch on.

Remember waving? Do you still wave? Or did you never get "invited"? (What's social about "invitations" anyway Google? That's more like "exclusive" or "cliquey".) Perhaps you got the invitation, but again, only had a limited group to wave to...be honest now, do you wave? Do you love it? Please leave your comments - I haven't been able to get into it.

Listen up rock star nerds that keep cranking this stuff out: Successful social networking tools and trends work for one reason and one reason only: they put people in touch with each other. And the ones that make that easiest and connect the most people? They win.

Try Google Buzz for yourself - if your universe uses gmail - then by all means.

I want your comments - share your thoughts on Google Buzz, Waving, etc.!

Keep Clicking,

Michelle

SEO Tool and Tip of the Week

Who has the best free SEO Audit tool?


Nope. It's not a new idea at all. But it STILL makes sense.


1) It's FREE. (Really, no strings attached or oddball trial stuff).

2) It can get you to your benchmark points quickly and easily.

3) It provides you with easy to use tools to export your reports.

4) Google support abounds (both from Google and open sources)

5) Google is the top search engine - makes sense to utilize their tools because they translate directly to how they pick up sites and content.


As with any SEO audit tool, start small so you can learn the nuances of your site traffic. When you're sure you understand that, then you can begin to customize and get "fancy" with it.

There really is no need to get too fancy though. The most "strategic" plans are often foiled because site success comes down to mainly one thing: CONTENT. CONTENT that has perceived value. CONTENT that is correct. CONTENT that is educational. CONTENT that doesn't exist elsewhere, or is hard to find. CONTENT that is easy to understand.

If you have a little money, don't spend it on a firm to help you with your SEO strategy. Spend it on good content writers and buy pizza for the nerds in your office who are walking around with priceless CONTENT in their heads.

+ = GREAT CONTENT FOR YOUR SITE!!
Keep Clicking!

Michelle