Aug 31 Delta Starts a Blog. Iâ€™m still Laughing.
I have an odd sense of humor. I find tripping funny. If you take a spill in front of me, I will have to finish laughing before I help you up. Have a piece of toilet paper on your shoe? I might not be able to conjure the words to tell you.
Perhaps Iâ€™m easily amused (and a little too into social media) , but I started rolling when I saw Deltaâ€™s blog , the companyâ€™s formal attempt to â€œreach out to customersâ€ and â€œstart conversationsâ€.
The comments are what really throw the whole thing over the edge for me. From the first post there are 29 responses, mostly which look like they are written from their own employees. Hereâ€™s a sampling of my favorite:
â€ What a great idea. Itâ€™s going to be nice to be able to communicate with the best domestic airline in the skyâ€™s today! Hopefully, youâ€™ll be able to have meat communications and not just use the blog as a marketing tool, but a true communications medium just like some of the most-read blogs out there do.â€
â€œThis is why I love working for this airline. I hope that our customers leave meaningful feedback. And please donâ€™t hesitate to accentuate the positive. GO DELTA!â€
Is this for real?! Who really says â€œbest domestic airline?â€, and why would someone encourage readers to not be afraid to â€œaccentuate the positive?â€.
Perhaps an airline that is slightly scared of social media.
After all, that is the only reason I can come up with for Delta writing a post that announces a Delta iMix on iTunes. I still canâ€™t understand why anybody in their right mind would be excited about a boarding music playlist, and why there werenâ€™t any responses that recommended Delta to get better music. And for the post â€œWhatâ€™s up with JFK in a good way?! , I canâ€™t be the only person who thinks that there is nothing elite about â€œJFKâ€™s elite areaâ€? (shown right)
Why is this? Perhaps because the site limits viewers to logging in with user names and passwords to post comments. Iâ€™m still waiting on my commenting access so I can tell them whatâ€™s on my mind. After this post, Iâ€™m not sure Iâ€™ll ever receive it.
However, as much as I take humor in this, the reality is that if the blogâ€™s positive employee feedback is the only feedback, and the posts donâ€™t really address real concerns, Delta will ultimately fall flat on its face. So hereâ€™s your Friday tip: If you are writing or starting a blog â€“ donâ€™t be scared of negative feedback to the point it limits your discussions. Instead, expect and anticipate this feedback. Write posts that may shake things up a bit. In the long run this will increase your companyâ€™s value and credibility.