This article shows how two mature companies such as British Airways and Virgin Atlantic can be hurt by a simple mistake on a social network like Facebook.
This social network allowed employees to post critical comments about the conditions of the plane as well as about passengers of the flying. This turned what it looked like a great idea into a big mistake. Even though the firms claimed that they have ways to outlet irritations from staff members, these are probably not effective.
One way to solve this according to Phil Gomes is to frequently visit “online watering holes” to detect problems faster in order to work them out.

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