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Dr Anderson Uvie-Emegbo - Blog
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Winning Against All Odds

The headlines have been messy:

“Anger at Uber as fares soar during Sydney cafe siege”; “California prosecutors sue Uber for misleading customers”; “Uber rival accuses car service of dirty tactics”; “Uber sorry for 'hot chick' 20-minute ride promo”; “Uber exec suggests digging up dirt on journalists”; “Uber's dirty tricks quantified: Rival counts 5,560 canceled rides”;

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Wanted - Online Access to Passenger Bill of Rights

The past few weeks have been tough for some Airline operators. The search for the passengers and plane in the ill-fated Malaysia Airlines flight MH370 continues.  By erroneously tweeting a pornographic photo in response to a customer’s complaint, US Airways made social media history for the most infamous tweet ever by a brand.  Despite a tongue in cheek apology, this gaffe earned US Airways a top trending topic position for days. Yet another social media crisis communication challenge.

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Effective Dispute Communication using New Media

“When war is declared, truth is the first casualty” Anon

On July 6, 2009, after about a year of receiving endless excuses from United Airlines, Dave Carroll hit back with his “complaint anthem”. The dispute started after the country musician accused the airline of breaking his guitar, a mainstay of his livelihood. Somehow the airline was not as responsive as they should have been in handling this dispute. Dave repaired his guitar at the cost of $1,200 and asked for a refund of same without success.

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And The Tweets Grew Cold

Death came calling unexpected (as it so often does) for some of the passengers of the ill-fated Associated Airlines chartered flight that crashed in Lagos on Thursday, 3rd October 2013.  

This excerpt from Rudyard Kipling’s timeless poem, “If” came to me as I looked for a way to comfort the grieving.

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Effective Crisis Communication Through Social Media

East met West on July 6, 2013 as Asiana Airlines flight 214 from Seoul crash landed with fatal consequences while attempting to land on the runaway of the San Francisco International Airport.

Within 30 seconds of the crash the first tweet was up. It was by a passenger about to board a flight. About the eighteenth minute after the crash, the first tweet from a passenger on the fateful flight was posted.

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