Flying high in a crisis

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WestJet run one of my all time favourite Twitter accounts, it’s friendly, humorous and useful. They have also produced one of the best ever Youtube videos from a company.

Recently they’ve been doing a great job in a much more challenging situation. A series of bomb threats to their planes has resulted in diversions, delays, speculation and a lot of questions.

They’ve handled it admirably with all the key ingredients of a good social media crisis response

1. Fast and authoritative updates

 

2. Shareable informative messages

 

3. Directing people to relevant information from partners

 

4. Not engaging in speculation and encouraging others not to speculate

 

5. Answering questions

Reply

 

 

6.Thanking supporters

Thanks

 

7. Moving on with confidence

There’s a lot to be learned from their social media and crisis handling. They have a fantastic style and tone that really hits the mark no matter what the situation.

Let’s hope they can get back to fun YouTube videos soon.

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