A Look at American Airlines' Crisis Blog
On his blog, Shel Holtz points out that having a standing corporate blog to communicate with customers and build trust during good times will elevate the positive effects of communication during damage control situations. That said, sometimes a crisis-launched blog is better than no blog at all. In the face of mass cancellations and extreme consumer backlash, American Airlines, which has remained a non-participant in the social media space, created a simple Blogger.com blog, AAConversation, which it says is a forum created for listening to its customers -- a critical and positive step at a time when its customers probably have a lot to say.