Red Shoes Speak No. 14 Kevin Smith & Soutwest Air Crisis Communication

Kevin Smith (@thatkevinsmith) was asked to step off a Southwest Airlines (@SouthwestAir) flight on Feb. 13, 2010 due to his size. With over 1.6 million followers, Smith’s Tweets about the situation quickly hit mainstream media and blew up in social media. The Southwest Twitter account responded very quickly and appropriately with multiple apologies. As companies continue to engage in social media, how do they prevent or respond to crisis situations such as this? Join the conversation on Twitter using the hash tag #redshoesspeak.

Red Shoes Speak No. 14 Kevin Smith & Soutwest Air Crisis Communication from Jessica Dennis on Vimeo.