It took BP some time – Social media and the oil spill disaster – to realize that in a crisis situation, social media is the fastest and most effective way to reach consumers besides television. A Facebook page launched by the joint U.S. and BP spill response team, how has over 12,000 followers. They have …

BP actually seems to be using its website and traditional means of communication quite well, given the circumstances of the oil spill in the Gulf of Mexico. But in social media they are the proverbial lame duck. The @BP_America account has a total of 52 tweets, one per week, since its inception in April 2009. …

During the Icelandic volcano eruption call centers couldn’t handle that many requests. There were a need for alternative methods so more and more airlines turned to social media as a crisis communication tool. KLM published a video message from CEO & President on Facebook: They also added an Q&A tab to the Facebook page: The …

Even though Air France and KLM are two brands within the same company, they took radically different approaches to using social media during the unprecedented ash crisis in Europe. While KLM embraced it, Air France ignored it. The results were clearly visible in comments on their respective Facebook walls. KLM’s were generally favourable, with lots …