Alaskan Airlines Flight 536's decompression and subsequent emergency landing has been all over the news, mostly courtesy of Blogebrity's Jeremy Hermanns' pictures from his Treo. In general, this would be a small citizen journalism piece, except that it seems that Alaska Airlines' employees have been posting unflattering comments about Jeremy at his blog.
[from Alaskan Airlines Employees Calling Flight 536 Passenger a Pussy? - Consumerist
Here’s where we come in: Jeremy’s blog has been slammed with comments, some of which appear to be from Alaskan Airlines [Alaska Airlines] employees themselves. While we encourage the Alaskan Airlines [Alaska Airlines] employees to get all PR 2.0 and transparent and stuff, we really don’t think employees should tell a customer who nearly fell out of their airplane at thirty thousand feet that he’s a “pussy.”
Jarvis asks, "When will they ever learn, when will they everrrrr learn?"
Yet another opportunity for a corporation to get it right, but instead? They fumble it. Even imagining for the sake of fairness that these are loose cannons acting on their own, the company should step forward about the incident, and if anything, praise Jeremy. But what did I find in their press room this morning?
[from Alaska Airlines press room]
Headlines
Alaska Airlines Is First Carrier To Use RNP Precision Approach Technology At Reagan National Airport
12/20/2005 2:13 p.m.(PT)
Alaska Airlines announced today it is the first U.S. air carrier to use RNP precision approach technology to land aircraft at Ronald Reagan Washington National Airport in Washington, D.C.
Alaska Airlines Signs Long-Term Contract With Athena Bottled Water, Extends Support For Women's Cancer Research
12/19/2005 12:49 p.m.(PT)
Alaska Airlines today named Athena® bottled water, a product whose profits directly benefit women's cancer research, the airline's official bottled water. As part of a new contract with Athena Partners®, Alaska will serve Athena bottled water onboard its flights and in its airport Board Room lounges through October 2006.
Alaska Airlines Resumes Flights To Cancun Following Hurricane Wilma
12/15/2005 11:49 a.m.(PT)
Alaska Airlines today resumed regularly scheduled air service to Cancun International Airport. The airline temporarily suspended its daily nonstop flight between Los Angeles International Airport (LAX) and Cancun on Oct. 19 following Hurricane Wilma.
Alaska Airlines And Horizon Air Introduce New Online Shopping Tool, Announce Non-Web Ticketing Fee
12/14/2005 3:55 p.m.(PT)
In recent presentations on blogging, I have included a slide that states: "Corporate Blogging: Oxymoron?" Basically, the unmediated form of give-and-take of blogging just doesn't gibe with the command-and-control mindset of most corporations. As a result, corporations often get blogging wrong when the do it, and they often respond badly when confronted with outside blogs that point out that they, the corporation's management, do not have control of their messages and positioning anymore.
Today, Jeremy and the rest of the blogosphere are defining what may become the public perception of Alaska Airlines for years to come, and the airlines management is not -- at least not yet -- participating in this discussion. Dumb, and perhaps deadly.
1. Teresa Valdez Klein on January 2, 2006 12:41 PM writes...
I think you're confusing the issue here.
Just because Alaska's IP address showed up on Hermanns' blog does not necessarily mean that Alaska Airlines employees were posting those comments. It's well within the realm of possibility to fake an IP address.
And even if Alaska employees were making rude posts on Hermann's blog - it doesn't take an IQ of 170 to figure out that they're not representing the official position of their company by calling a customer a "pussy."
This so obviously does not represent an attempt by Alaska Airlines to engage the blogosphere at a corporate level. And to represent it as such is not only irresponsible but false.
At its most sinister, this is the case of a rogue employee or two doing something they really shouldn't have been doing with company resources. Don't make it into more than that.
Permalink to Comment2. Stowe Boyd on January 2, 2006 05:32 PM writes...
Teresa -
I in fact said it might be loose cannons -- individuals -- doing this. But I also pointed out that Alaska Airlines had not engaged in the discussion about it, which is a dumb approach.
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