country
$20 Bonus + 25% OFF
Securing Higher Grades Costing Your Pocket? Book Your Assignment at The Lowest Price Now!

Two Important Factors Needs To Be Considered In Social Media

tag 0 Download6 Pages / 1,447 Words tag Add in library Click this icon and make it bookmark in your library to refer it later. GOT IT

Question:

The Important Factors to Consider In Social Media ?

 

Answer:

Introduction:

The main purpose of this memo is to highlight the issue related to communication in organization that has been faced by the top Australian airlines Brand Qantas Airlines. This article is the biggest proof of how quality service matters for every organization. Being one of the top airline brands of the world Qantas Airlines has faced several issues in the year 2010 and 2011. From back to back engine failure to negotiation issues with the 3 unions, the time between 2010 and 2011 was very hard time for the company. This particular incident has also shown that how wrong promotions in wrong time can affect the brand image in a negative way. The service of any company is directly related the brand image. If the company fails to give proper service then the brand image cannot do anything in saving the company.

Thesis statement:

Every brand has to maintain good quality service and proper communication in order to retain customers and attract new ones.

 

Preview:

Being one of the top airline brand Qantas faced severe issues in the year 2010 and 2011. On August 30, 2010 a Qantas four engine Boeing 747 which was left from San Francisco had to return back to San Francisco airport after struggling for 45 minutes on the air due to engine failure. In that same year another flight returned to Singapore after take of due to engine collapse. On November 5 2010 another Boeing 747 which took off from Singapore had top return as one of the engine caught fire. All these back to back incidents shook the company completely. People were actually scared in boarding a Qantas flight. Their market share dropped rapidly in 1 month. All these factors created huge impact on the brand image of the company. Moreover there was also some internal problem that took place in the organization. In the year 2011 there were some issues between labors and the 3 company unions. The labors called for strike and the company was forced to reschedule and cancel lots of flights around the world. More than 68000 passengers around the world became extremely angry due to these cancellations and rescheduling of flights. As a result of which other companies like Virgin Airlines got huge advantage. Virgin Airlines understood the consequences and they started giving discounts on their tickets and they got a very positive result. After all these issues the company announced a competition on their official twitter page where they asked to share their suggestion for a luxury experience in the flight under the hash tag #Qantas Luxury. They also announced that winners will get 50 luxury pygamas. But unfortunately the response that they received was extremely negative. People started taking out their frustrations that they faced because of the flight delays and cancellation.

key issues identified

  1. The first and most important issue faced by Qantas is their engine problems. An aircraft is responsible for the life of their passengers. People pay for their safety. Now if in one year there are 3 back to back engine related problems then it is quite obvious people will get afraid in travelling with the airline. So brand image is bound to get hampered.
  2. The second most important issue identified in the case is the conflict between the labors and the 3 company unions. This issue had led to several rescheduling of flights and cancelation of flights More than 60000 passengers faced huge problems due to this. Other competitors took advantage of this issue.
  3. The 3rd issue that has been identified is the timing of announcing the contest on the social network site Twitter. The time was not appropriate for such initiative. People were very angry and frustrated with the service. This competition that too in a social networking site gave the people opportunity to take out their frustrations.
 

Future actions

  1. They should not organize any event or competition just when they have done any blunder. Any advertisement campaign can only be successful if it is done at a proper time. Timing is really important. Psychology of the customer plays a huge role in strategic marketing initiatives. When Qantas already knew that they did few blunders in the recent past for which their customers are already frustrated, they should have avoided taking such risk of organizing competition.
  2. They have to give serious attention to their service. Service and products is the lifeline for every company operating in the market. No matter whatever how much the company invests on promotion an advertisements, it will fail until they provide proper service or products to the customer. If these two aspects are not taken care off then it is quite obvious that negative word of mouth publicity will occur which will create an impact n the sales.

Two important factors needs to be considered in social media

As opined by Chang et al., (2015) around 75% of the people in countries like UK and Australia have accounts on social media network. So it is obvious that it is a great platform to reach to its target audience. But one has to keep in mind that unnecessary tweeting cannot help an organization to gain competitive advantage. A proper social media is required.

The 2 most important things that every company should focus on social media marketing

  1. Know customer’s demand: Social media gives every company an opportunity to interact with their customers directly. It gives the company an opportunity to understand the exact needs of their customer. If any company sees that because of their bad service people are posting negative comments on social media platforms then they must immediately take prompt actions by apologizing to their customers in a proper way. They need to take some steps through which they can show that they care for their customers. According to Cader and Al Tenaiji, (2013), the biggest way to gain a customer is buying giving them extra value. Suppose a customer tweets about any issue that person has faced then immediately that person should get an apology and his issues has to be resolved.
  2. Proper message: As twitter is the main platform for most of the airlines company to directly express their viewpoints so they need to make sure their tweets are informative and accurate. While dealing with customer there should be warmth and compassion (Constantinides, 2013). They must implement strategies like cost leadership strategy in order to show that they give value to their budget customer as well (Keegan & Rowley, 2017).

Communication Plan

 

1.Timing

Minimum 6 months

2.Audience

The followers in twitter

3.Sender

Social media marketing team of Qantas

4.Key Message

The main message will be that though there have been mistakes from the company in the past and they are extremely sorry for the inconvenience caused. Now they have sorted out all their problems and are ready to provide an experience of a lifetime in their flights.

5.Desired Outcome

The behavior will be extremely polite. They need to keep their cool and provide prompt and accurate answers to their customer.

6.Medium

Twitter will be used as their communication channel.

7.Materials

Lots of images of their services. Good color in their advertisements with a good tagline.

8.Frequency

Qantas should be extremely active. In every 1 hour they should tweet.

 

Summary

It has been observed in this report that how a brand can lose it value because of their services and promoting wrong things at wrong time. Qantas which is Australia’s top airline company had almost lost everything in year 2010 and 11 due to their wrong publicity stunts on twitter.

Though the company has struggled a lot they have made sure that such mistakes won’t be repeated further. It is also to be noted that in the year 2011 they cancelled their 90th anniversary celebration due to their issues. So ups and downs happen in business, one should learn the way to overcome it.

 

Reference List

Cader, Y. & Al Tenaiji, A.A., 2013. Social media marketing. International Journal of Social Entrepreneurship and Innovation, 2(6), pp.546-560.

Chang, Y.T., Yu, H. & Lu, H.P., (2015). Persuasive messages, popularity cohesion, and message diffusion in social media marketing. Journal of Business Research, 68(4), pp.777-782.

Constantinides, E., (2013). Social Media Marketing: Challenges and Opportunities. Consumer Information Systems and Relationship Management: Design, Implementation, and Use: Design, Implementation, and Use, 51.

Keegan, B.J. & Rowley, J., (2017). Evaluation and decision-making in social media marketing. Management Decision, 55(1).

Pfeffer, J., Zorbach, T. & Carley, K.M., (2014). Understanding online firestorms: Negative word-of-mouth dynamics in social media networks. Journal of Marketing Communications, 20(1-2), pp.117-128.

Vinerean, S., Cetina, I., Dumitrescu, L. & Tichindelean, M., (2013). The effects of social media marketing on online consumer behavior. International Journal of Business and Management, 8(14), p.66.

Download Sample

Get 100% money back after download, simply upload your unique content* of similar no. of pages or more. We verify your content and once successfully verified 100% value credited to your wallet within 7 days.

Upload Unique Document

Document Under Evaluation

Get Credits into Your Wallet

*The content must not be available online or in our existing Database to qualify as unique.

Cite This Work

To export a reference to this article please select a referencing stye below:

My Assignment Help. (2018). Two Important Factors Needs To Be Considered In Social Media . Retrieved from https://myassignmenthelp.com/free-samples/two-important-factors-needs-to-be-considered-in-social-media.

"Two Important Factors Needs To Be Considered In Social Media ." My Assignment Help, 2018, https://myassignmenthelp.com/free-samples/two-important-factors-needs-to-be-considered-in-social-media.

My Assignment Help (2018) Two Important Factors Needs To Be Considered In Social Media [Online]. Available from: https://myassignmenthelp.com/free-samples/two-important-factors-needs-to-be-considered-in-social-media
[Accessed 02 July 2020].

My Assignment Help. 'Two Important Factors Needs To Be Considered In Social Media ' (My Assignment Help, 2018) <https://myassignmenthelp.com/free-samples/two-important-factors-needs-to-be-considered-in-social-media> accessed 02 July 2020.

My Assignment Help. Two Important Factors Needs To Be Considered In Social Media [Internet]. My Assignment Help. 2018 [cited 02 July 2020]. Available from: https://myassignmenthelp.com/free-samples/two-important-factors-needs-to-be-considered-in-social-media.


For years now, MyAssignmenthelp.com is providing affordable essay help to millions of students worldwide. Our essay assistance services have helped us in assisting students with even the toughest essay assignments. We take pride in the fact that we cater the best assistance to search terms like help me with my essay. We offer affordable services in the fastest way possible. For our fast delivering services, students trust us with their urgent essay assignment needs. Two of our most popular essay writing services are maths essay help and English essay help.

Latest Management Samples

LB5212 Accounting And Finance

Download : 0 | Pages : 8
  • Course Code: LB5212
  • University: James Cook University
  • Country: Australia

Answer: Introduction  Flight Centre is a leading travel agency group in Australia. The company started its business in 1980s and has earned a remarkable growth to become a $20 billion business. It has more than 40 brands and operates in 23 countries along with a travel management network which is spread across more than 90 countries. The group is listed on Australian Securities Exchange with a ticker ASX: FLT. FCTG has approx. 2800 shops...

Read More arrow

BSBPMG411 Apply Project Quality Management Techniques System

Download : 0 | Pages : 20
  • Course Code: BSBPMG411
  • University: Victoria University
  • Country: Australia

Answer: Introduction: There are certain criteria that are generally evaluated while determining the quality requirements of a particular project. The major four criteria that are generally evaluated for determining the quality requirements of a particular project includes the proper identification of the requirements, analysis of the condition, analysis of the system specific criterion of the project and the measurement threshold of the pro...

Read More arrow

IHRM4032 Introduction To Human Resource Management Practices

Download : 0 | Pages : 12

Answer: Introduction Human resource management plays a vital role in the success of any business. There are various roles played by the HR of any business including recruitment, selection, retention, employee satisfaction, compensation and talent management (Hendry, 2012). The case has referred to numerous issues faced by Sports Direct with reference to their HR management. The organization has been accused of ill treatment of employees, unfa...

Read More arrow Tags: Australia Southall Management Humanities University of New South Wales 

QNM222 Business Statistics

Download : 0 | Pages : 2
  • Course Code: QNM222
  • University: Seneca College
  • Country: Canada

Answer: Answer 1: Given that the sample size is 70, population mean is 68.6 and population standard deviation is 8.2. Therefore, [a] The upper and lower limit of sales is given by 68.58772 and 68.61228. Particulars Value alfa -0.01253 mean 68.6 Standard deviation 8.2 sample size 70 se -0.01228 upper limit 68.58772 lower limit ...

Read More arrow

SBLC4004 Economics For Business0

Download : 0 | Pages : 12
  • Course Code: SBLC4004
  • University: University Of Wales Trinity Saint David
  • Country: United Kingdom

Answer: Introduction  One of the most developed countries in the contemporary global economic scenario, which has over decades shown impressive growth traits in almost all the aspects, is the United Kingdom. Being one of the largest economies under the European Union as well as in the global framework, the economy ranks among the top ten countries in the world, both in terms of Nominal GDP as well as in terms of purchasing power parity (...

Read More arrow Tags: Australia Eltham Management Business & corporate finance University of New South Wales 
Next
watch

Save Time & improve Grade

Just share Requriment and get customize Solution.

question
We will use e-mail only for:

arrow Communication regarding your orders

arrow To send you invoices, and other billing info

arrow To provide you with information of offers and other benefits

1,354,168

Orders

4.9/5

Overall Rating

5,080

Experts

Our Amazing Features

delivery

On Time Delivery

Our writers make sure that all orders are submitted, prior to the deadline.

work

Plagiarism Free Work

Using reliable plagiarism detection software, Turnitin.com.We only provide customized 100 percent original papers.

time

24 X 7 Live Help

Feel free to contact our assignment writing services any time via phone, email or live chat.

subject

Services For All Subjects

Our writers can provide you professional writing assistance on any subject at any level.

price

Best Price Guarantee

Our best price guarantee ensures that the features we offer cannot be matched by any of the competitors.

Our Experts

Assignment writing guide
student rating student rating student rating student rating student rating 5/5

440 Order Completed

99% Response Time

Jack Arens

MBA in HRM

London, United Kingdom

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 5/5

755 Order Completed

95% Response Time

Douglas Cowley

Masters in Finance with Specialization in Audit

Wellington, New Zealand

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 5/5

134 Order Completed

95% Response Time

Thomas Nelson

MS in Information Systems Technology with Specialization in Database Administration

New Jersey, United States

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 5/5

265 Order Completed

97% Response Time

Ken Campbell

MSc in Electrical Engineering

Wellington, New Zealand

Hire Me

FREE Tools

plagiarism

Plagiarism Checker

Get all your documents checked for plagiarism or duplicacy with us.

essay

Essay Typer

Get different kinds of essays typed in minutes with clicks.

edit

GPA Calculator

Calculate your semester grades and cumulative GPa with our GPA Calculator.

referencing

Chemical Equation Balancer

Balance any chemical equation in minutes just by entering the formula.

calculator

Word Counter & Page Calculator

Calculate the number of words and number of pages of all your academic documents.

Refer Just 5 Friends to Earn More than $2000

Check your estimated earning as per your ability

1

1

1

Your Approx Earning

Live Review

Our Mission Client Satisfaction

it\'s an excellent essay, Great work! Quick and efficient, quality writing. Got the assignment done in a few hours with all information included. Thankyou for all your hard work !12313434135134513461353145134b435134

flag

User Id: 401482 - 02 Jul 2020

Australia

student rating student rating student rating student rating student rating

it\'s an excellent essay, Great work! Quick and efficient, quality writing. Got the assignment done in a few hours with all information included. Thankyou for all your hard work !

flag

User Id: 401482 - 02 Jul 2020

Australia

student rating student rating student rating student rating student rating

My assignment was due in such as short time, and my helper did an excellent job. I was in awe of their writing skills. Thank you very much. It was well worth the cost!!! Recommend 10/10.

flag

User Id: 454789 - 02 Jul 2020

Australia

student rating student rating student rating student rating student rating

Thank you for the great help. Delivered on time and in good quality. Will come back with another assignment in the future.

flag

User Id: 446356 - 02 Jul 2020

Australia

student rating student rating student rating student rating student rating
callback request mobile
Have any Query?