The frightening sequence of events in Asiana Airlines flight 214 crash landing are difficult to see for everyone including us in the industry. The good news is that the majority of passengers and staff were safe and injuries were seen to very quickly.
Simpliflying published some key findings in their crisis communications analysis.
- The first tweet about the incident was sent out a mere 30 seconds after the crash. And this person was quoted over 4,000 times in the media in the next 24 hours.
- Passengers were posting information not just on Twitter and Facebook, but also on Path and Sina Weibo.
- A number of organisations, like San Francisco International Airport, the NTSB, Boeing and a few other airlines did a stellar job of keeping travellers updated of the latest situation.
- Unfortunately, Asiana Airlines, with the world's eyes set on it, was slow to respond and was far from satisfying the insatiable need for more information in the hours after the crash.
- The lesson learnt is that social media needs to be an integral part of any crisis management plan for an airline or an airport today. There is no longer the luxury to respond in two hours, or even twenty minutes.
- The savvy journalists are not waiting by their fax machine for an official press release, but are ready to quote Live accounts of passengers and bystanders being shared online.To read the full article and the case study and analysis from Simpliflying, click here.
Below is a video of the reconstruction of the flight path thanks to Eyewitness Animations.
Let us know what you think.