Paula Berg (Ragan Communications photo)
This week we talk to Paula Berg, Manager of Emerging Media for Southwest Airlines and the team leading the airline’s efforts in blogging, podcasting, and other social media.
In a corporate blogging world that has turned in mostly unspectacular results so far, Southwest is a standout. The company uses ordinary employees — not high paid executives — to tell its story, and they do so with marvelous candor and enthusiasm. Nuts About Southwest has a joyful irreverence that reinforces the airline’s offbeat, slightly goofy image. Recently, Southwest added video and podcasts to the mix in a manner that truly looks planned.
Southwest has done a lot of things right in this world, and we find out how customer conversations have changed the company’s policies, how Southwest gives its people lots of leeway in choosing what to contribute to the blog, the online “voice of the company and how its first Twitter-based “screenplay” came together in the past couple of weeks.
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Great powerful interview that illustrates well how Southwest Airlines is leveraging social media. Paula gives a great example of how Twitter helps them hear the voice of customer and react almost instantly.