I'm Dave Jones and you're reading my personal blog.  I started as a PR guy in 1991 and have been involved with social media's intersection with Marketing & PR since 2005. 

 

 

Currently, I'm VP, Social Media at Critical Mass.  I'm based in Toronto.

Disclaimer:

While I'll get in to professional topics here, it's worth remembering everything posted is my personal opinion and does not necessarily represent the views of my employer or its clients.

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PRworks blog archive - All of my posts from December 2005 to February 2009

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Saturday
Oct242009

Let's go to the video tape: blogger's complaint exposed as hyperbole

The use of the corporate blog as an issues management tool is perhaps one of the most under-reported benefits for organizations considering entering the social media space.

Recently, the US Transportation Security Administration averted its very own "Motrin Moms" moment that started on the My Bottle's Up blog.  The blogger had a recent run-in with airport security and took to her blog to share her unhappiness with the way she was treated.  She claimed that "TSA agents took my son" in an emotional blog post.  Shocking stuff.  Unfortunatley, she didn't let the facts get in the way of a good story.

Enter "Blogger Bob" on the TSA's blog to set the record straight.  Not only did he look into the incident, he posted the entire video surveliance footage that shows at no time was the woman separated from her son. 

This is textbook stuff:

  • Concern was expressed by the TSA
  • Action was taken by looking into the incident
  • Perspective was provided  by publishing the video tapes on the blog. 

(Extra marks for using the blogger's post title in the headline.  Great for Google results.)

Reputational crisis averted.  A job well done.

 

(Hat tip to my social media partner in crime Lynn Crymble-@uncommon_sense.)

 

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