I often share my thoughts in meetings on the Kevin Smith vs. Southwest Air seating fiasco because I think it was a watershed moment and great example of a company using social media effectively to fend off a potential PR disaster.
The Smith vs. Southwest Air episode is a great example that demonstrated, 1) the social media communications channel of a company can’t just be open Monday to Friday, 9-5. It must be ready to respond at anytime to customer feedback – because that customers communication channels are open 24/7. …