Want to get Delta’s attention? Twitter

In college I was a big fan of Jack Kerouac. He had a poem I liked…

Don’t use the phone. People are never ready to answer it. Use poetry.

I often say it to myself as…

Don’t use the phone. People are never ready to answer it. Use Twitter (or email).

Turns out that sentiment was especially true for travelers trying to reach Delta during Hurricane Irene. According to Minneapolis St Paul Business Journal

Delta, which canceled hundreds of flights in advance of the storm, kept callers waiting an average of nearly 34 minutes, according to a customer survey conducted by StellaService, The New York Times reported. That was second-worst of all airlines in the survey.

StellaService did say that Delta responded well on its Twitter account. The airline reacted to 100 percent of Twitter messages in the survey, with an average time of 14 seconds. American never responded to any Tweets.

I’m not trying to pick on Delta. Apparently they were much better than American Airlines – just pointing out the social media silver lining.

This entry was posted in economic development, MN, New Media by Ann Treacy. Bookmark the permalink.

About Ann Treacy

Librarian who follows rural broadband in MN and good uses of new technology (blandinonbroadband.org), hosts a radio show on MN music (mostlyminnesota.com), supports people experiencing homelessness in Minnesota (elimstrongtowershelters.org) and helps with social justice issues through Women’s March MN.

2 thoughts on “Want to get Delta’s attention? Twitter

  1. Oh my. Equating poetry with twitter and social media. Isn’t that blasphemy?

    just kidding. But, remember, the telephone was social media in Kerouac’s day. The phone was much faster and more reliable than sending a letter or poem by US mail. Kerouac’s comment was meant to show the advantage of actual communications and faster isn’t necessarily better if you want to communicate with passion. If you want to communicate with passion and intelligence, then Kerouac suggests you use poetry.

    I’m not sure Twitter or social media quite measures up to Kerouac’s idea of poetry and communication. I believe he’d be more lost in today’s world, than he was in the 1960’s.

  2. It’s funny but I got to thinking that the one reason to use the phone in the example of Delta – was to share some “passion” with the person on the other end.

    I’m sure you’re right about Kerouac – but I wonder what new forms of art will be spurred by the new tools – and what tomorrow’s version of the Dharma Bum will be.

    Over the summer I saw a great presentation on how performing artists are using social media and technology http://tinyurl.com/3hgk2px – but performing arts are different – more communal, which is a different challenge

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