This story from The Guardian in UK is so astounding I kind of wonder if I am being hoaxed. I just got off a call with a student researching online crises and crisis management and one of the questions essentially was: do companies today “get it” when it comes to the online risks. I said I they were quickly moving in this direction, and then, literally moments later I come across this item about Ryanair’s exchange with a blogger.
I certainly understand that by linking this story, which recounts the interchange between a Ryanair very rude and obnoxious staff person with a blogger about a potential bug, I am adding to the social networking spread of this rather ugly story. But that is just the point. The blog conversation is like a quiet, interchange in a corner of a very busy room when suddenly the room goes quiet, the conversation is miked and the conversation goes on in multiple rooms around the world. Don’t these companies get it? Is that really so hard to understand?
It is quite remarkable that the training of people authorized as Ryanair staff to respond was so poor, but what completely blows me away is the official response of the company when it was pointed out on a travel website that their interchange with the blogger was less than positive:
“Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again.
“Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel.”
OK, so maybe there are some companies that don’t get it yet. Yes, more work for us consultants.