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Social media to the rescue: EUROCONTROL's response to the volcanic ashcloud crisis
Transcript of Social media to the rescue: EUROCONTROL's response to the volcanic ashcloud crisis
100,000 flights cancelled
10 million people affected
1.7 billion $ cost for airlines globally
34 countries affected (77% of ECAC airspace)
The questions The answers some great stories Be simple Be honest Be fun Be there Be live Be connected Be in tune Be multilingual Be a good person to the rescue Integrate social media into crisis comms plan
Less push < more pull Stay in touch! Be careful Some figures:
From 300 to 7,300 in a week, now almost 19,000
av. 1 tweet per day to 100 tweets
from 4 questions in 4 months to 200 questions a day Sources: European Commission, IATA, Wikipedia from 2,000 to over 5,000 fans (now 7,000)
boom in visitor engagement Media coverage:
6,000 press calls
1,000 press emails
28 press statements
4 press conferences
100s of interviews
EUROCONTROL mentioned in 46,856 articles from 15-26 April Web statistics:
5,000% increase in visits and unique no. of visitors
2 million pages viewed
500,000 unique visitors
Bounce rate and time spent on site increased
Top traffic sources: BBC, Le Monde, El Pais, our social media accounts, CFMU
Visitors from 210 countries (top 3: US, Europe and Canada)
twitter.com/avaltat "We love you guys at Eurocontrol, you rock"
A follower Spread the burdenSocial media people are media peopleTrust your people who? how? @avaltat