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	<title>Comments on: Kevin Smith and Southwest Airlines: Crisis via Twitter</title>
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	<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/</link>
	<description>Professional Development for PR and Marketing Pros</description>
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		<title>By: Common Social Media Questions &#171; PR in Pink</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-42361</link>
		<dc:creator>Common Social Media Questions &#171; PR in Pink</dc:creator>
		<pubDate>Tue, 18 Jan 2011 14:17:47 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-42361</guid>
		<description><![CDATA[[...] medium through which consumers can take their opinions directly to businesses. Companies like Southwest Airlines and The Gap have felt the ire of social [...]]]></description>
		<content:encoded><![CDATA[<p>[...] medium through which consumers can take their opinions directly to businesses. Companies like Southwest Airlines and The Gap have felt the ire of social [...]</p>
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		<title>By: Why Your PR is Directly Tied To Your Customer Experience &#124; 360Connext</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-39931</link>
		<dc:creator>Why Your PR is Directly Tied To Your Customer Experience &#124; 360Connext</dc:creator>
		<pubDate>Fri, 19 Nov 2010 20:45:11 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-39931</guid>
		<description><![CDATA[[...] you could have PR nightmare on your hands – just like Gini Dietrich wrote about in her post Kevin Smith and Southwest Airlines: Crisis via Twitter, “no amount of policy can quell a firestorm created on Twitter if not handled in the right [...]]]></description>
		<content:encoded><![CDATA[<p>[...] you could have PR nightmare on your hands – just like Gini Dietrich wrote about in her post Kevin Smith and Southwest Airlines: Crisis via Twitter, “no amount of policy can quell a firestorm created on Twitter if not handled in the right [...]</p>
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		<title>By: Why Your Customer Experience is Directly Tied to Your PR – Now More Than Ever &#124; The Fight Against Destructive Spin</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-22317</link>
		<dc:creator>Why Your Customer Experience is Directly Tied to Your PR – Now More Than Ever &#124; The Fight Against Destructive Spin</dc:creator>
		<pubDate>Mon, 26 Jul 2010 16:59:01 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-22317</guid>
		<description><![CDATA[[...] you could have PR nightmare on your hands – just like Gini Dietrich wrote about in her post Kevin Smith and Southwest Airlines: Crisis via Twitter, “no amount of policy can quell a firestorm created on Twitter if not handled in the right [...]]]></description>
		<content:encoded><![CDATA[<p>[...] you could have PR nightmare on your hands – just like Gini Dietrich wrote about in her post Kevin Smith and Southwest Airlines: Crisis via Twitter, “no amount of policy can quell a firestorm created on Twitter if not handled in the right [...]</p>
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		<title>By: CRISIS CONFUSION</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-6836</link>
		<dc:creator>CRISIS CONFUSION</dc:creator>
		<pubDate>Thu, 01 Apr 2010 17:35:50 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-6836</guid>
		<description><![CDATA[[...] United Airlines, Amazon, Motrin, Dominos, and Southwest Airlines &#8212; all brands that are used as crisis examples and warnings to not ignore the wrath of angry [...]]]></description>
		<content:encoded><![CDATA[<p>[...] United Airlines, Amazon, Motrin, Dominos, and Southwest Airlines &#8212; all brands that are used as crisis examples and warnings to not ignore the wrath of angry [...]</p>
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		<title>By: Sue Anne</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-5190</link>
		<dc:creator>Sue Anne</dc:creator>
		<pubDate>Fri, 19 Mar 2010 07:17:55 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-5190</guid>
		<description><![CDATA[I have to completely disagree with you on one major point -- and that is the handling of the blog post immediately following the incident. First, the blog that is currently online has had several edits since it was first posted. The original post continued the &quot;too big to fly&quot; theme and shared consumer data that many didn&#039;t feel was appropriate without Kevin Smith&#039;s consent. I also felt at the time, and continue to feel, that the title of the blog posting was inappropriate. I do think there are lessons to be learned on both sides of the issue.]]></description>
		<content:encoded><![CDATA[<p>I have to completely disagree with you on one major point &#8212; and that is the handling of the blog post immediately following the incident. First, the blog that is currently online has had several edits since it was first posted. The original post continued the &#8220;too big to fly&#8221; theme and shared consumer data that many didn&#8217;t feel was appropriate without Kevin Smith&#8217;s consent. I also felt at the time, and continue to feel, that the title of the blog posting was inappropriate. I do think there are lessons to be learned on both sides of the issue.</p>
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		<title>By: Raymond Alvarez</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-4345</link>
		<dc:creator>Raymond Alvarez</dc:creator>
		<pubDate>Fri, 12 Mar 2010 00:26:07 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-4345</guid>
		<description><![CDATA[Hey, I&#039;m going to be a crybaby on this one, too. 

Before I was a big guy, I still had large shoulders. Gini can tell you, I&#039;ve filled in since those days. But, I&#039;ve always had to sit with at least one shoulder overlapping the person next to me, unless it was a child. That&#039;s a treat, too. When I was 16, and thin as a rail, I sat between two youngsters who spilled everything from their trays on me for a good part of the transatlantic flight. When I get a seat in the aisle, I get my shoulder bumped repeatedly. 

Yeah, well be big guy about it, huh, you might say. Try wearing ill-fitting clothes or shoes for an hour or two. It&#039;s not pleasant. There was a time when I would just suck it up. I had to get to New York overnight for that once in a lifetime interview with the Times. I had to get from Oakland to Denver quickly a few times. And, I&#039;ve flown for various business meetings. Trust me, I never found away to fold myself or sit comfortably. When I could, I wandered the aisle.

My solution is not to fly. My dream vacation in Tuscany will have to wait until I can afford fist class. Meanwhile, I am working hard at shedding the extra pounds. 

So, what do I do, Southwest. Get shoulder reduction surgery? 

If the airlines wanted to actually deal with size-enhanced folks, the solution is a simple one. Redesign seats so that some seats can be converted from first class to husky or whatever. Three across seating has to be very uncomfortable for one and all. 

When we get supersonic rail in this country (dream on), I bet they will be able to throw on cars for the more robust. 

When I get down to my target weight, I still won&#039;t fly unless there is a very good reason  - not even the steep discounts by JetBlue. My petite wife said she wouldn&#039;t get on a $10 flight. (Wonder what a fist-class ticket is on one of those...)

Maybe on this occasion, Kevin was over the top. The trend, however, is toward more huskiness. Make some room for crying out loud, airlines. What next? Bench seats?]]></description>
		<content:encoded><![CDATA[<p>Hey, I&#8217;m going to be a crybaby on this one, too. </p>
<p>Before I was a big guy, I still had large shoulders. Gini can tell you, I&#8217;ve filled in since those days. But, I&#8217;ve always had to sit with at least one shoulder overlapping the person next to me, unless it was a child. That&#8217;s a treat, too. When I was 16, and thin as a rail, I sat between two youngsters who spilled everything from their trays on me for a good part of the transatlantic flight. When I get a seat in the aisle, I get my shoulder bumped repeatedly. </p>
<p>Yeah, well be big guy about it, huh, you might say. Try wearing ill-fitting clothes or shoes for an hour or two. It&#8217;s not pleasant. There was a time when I would just suck it up. I had to get to New York overnight for that once in a lifetime interview with the Times. I had to get from Oakland to Denver quickly a few times. And, I&#8217;ve flown for various business meetings. Trust me, I never found away to fold myself or sit comfortably. When I could, I wandered the aisle.</p>
<p>My solution is not to fly. My dream vacation in Tuscany will have to wait until I can afford fist class. Meanwhile, I am working hard at shedding the extra pounds. </p>
<p>So, what do I do, Southwest. Get shoulder reduction surgery? </p>
<p>If the airlines wanted to actually deal with size-enhanced folks, the solution is a simple one. Redesign seats so that some seats can be converted from first class to husky or whatever. Three across seating has to be very uncomfortable for one and all. </p>
<p>When we get supersonic rail in this country (dream on), I bet they will be able to throw on cars for the more robust. </p>
<p>When I get down to my target weight, I still won&#8217;t fly unless there is a very good reason  &#8211; not even the steep discounts by JetBlue. My petite wife said she wouldn&#8217;t get on a $10 flight. (Wonder what a fist-class ticket is on one of those&#8230;)</p>
<p>Maybe on this occasion, Kevin was over the top. The trend, however, is toward more huskiness. Make some room for crying out loud, airlines. What next? Bench seats?</p>
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		<title>By: Gini Dietrich</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-4344</link>
		<dc:creator>Gini Dietrich</dc:creator>
		<pubDate>Thu, 11 Mar 2010 22:47:33 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-4344</guid>
		<description><![CDATA[B - From what I&#039;m gathering by later blog posts from both Smith and SWA, they didn&#039;t really boot him off the plane for the policy. It&#039;s become more than a fat issue or a PR issue. It&#039;s a complete mishandling of customer service at all levels - from the flight attendants to the corporate office.]]></description>
		<content:encoded><![CDATA[<p>B &#8211; From what I&#8217;m gathering by later blog posts from both Smith and SWA, they didn&#8217;t really boot him off the plane for the policy. It&#8217;s become more than a fat issue or a PR issue. It&#8217;s a complete mishandling of customer service at all levels &#8211; from the flight attendants to the corporate office.</p>
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		<title>By: Brigitte</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-4341</link>
		<dc:creator>Brigitte</dc:creator>
		<pubDate>Thu, 11 Mar 2010 21:26:42 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-4341</guid>
		<description><![CDATA[Gini - I keep checking back to watch this conversation unfold. I love that you waited to post, so we have a good sense of how the issue played out before we pass judgment on the merits of Southwest&#039;s response. However, it&#039;s very difficult for me to separate my politics from the case study. But I wonder if that&#039;s not part of the larger PR issue at stake. The passenger of size policy is inherently discriminatory. If, like me, you believe that, an entire new set of questions emerge. What is the role in social media and citizen journalism in larger activist movements? How can it succeed -- and backfire? Did Kevin Smith help the Fat Acceptance movement or set it back further? And...can a company use PR to distract the public from broader ethical questions? Can good customer service ever make up for bad policy?]]></description>
		<content:encoded><![CDATA[<p>Gini &#8211; I keep checking back to watch this conversation unfold. I love that you waited to post, so we have a good sense of how the issue played out before we pass judgment on the merits of Southwest&#8217;s response. However, it&#8217;s very difficult for me to separate my politics from the case study. But I wonder if that&#8217;s not part of the larger PR issue at stake. The passenger of size policy is inherently discriminatory. If, like me, you believe that, an entire new set of questions emerge. What is the role in social media and citizen journalism in larger activist movements? How can it succeed &#8212; and backfire? Did Kevin Smith help the Fat Acceptance movement or set it back further? And&#8230;can a company use PR to distract the public from broader ethical questions? Can good customer service ever make up for bad policy?</p>
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		<title>By: Gini Dietrich</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-4336</link>
		<dc:creator>Gini Dietrich</dc:creator>
		<pubDate>Thu, 11 Mar 2010 16:28:16 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-4336</guid>
		<description><![CDATA[Les, I will DIE if this is an example of bad press is better than no press. I mean, come on! My blog is Spin Sucks. What I do think this is a case of is most people think Kevin Smith is being a big cry baby (hence Ces&#039;s comment). I&#039;ve read both sides of the story. If Southwest lied about it or covered up the truth, I can&#039;t speak to that. What I can speak to is the way it was handled from the first tweet...which could have been handled differently.]]></description>
		<content:encoded><![CDATA[<p>Les, I will DIE if this is an example of bad press is better than no press. I mean, come on! My blog is Spin Sucks. What I do think this is a case of is most people think Kevin Smith is being a big cry baby (hence Ces&#8217;s comment). I&#8217;ve read both sides of the story. If Southwest lied about it or covered up the truth, I can&#8217;t speak to that. What I can speak to is the way it was handled from the first tweet&#8230;which could have been handled differently.</p>
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		<title>By: Ces</title>
		<link>http://spinsucks.com/communication/kevin-smith-and-southwest-airlines-crisis-via-twitter/#comment-4284</link>
		<dc:creator>Ces</dc:creator>
		<pubDate>Thu, 11 Mar 2010 03:23:22 +0000</pubDate>
		<guid isPermaLink="false">http://www.spinsucks.com/?p=1821#comment-4284</guid>
		<description><![CDATA[I think it is a perfect example of the &quot;2yr old&quot; mentality that permeates our society in nearly every quadrant of business and politics.  You make some great points about the way SW Airlines handled the communication.  I say if only they could have given him a BIG FAT OVERSIZED PACIFIER!!!]]></description>
		<content:encoded><![CDATA[<p>I think it is a perfect example of the &#8220;2yr old&#8221; mentality that permeates our society in nearly every quadrant of business and politics.  You make some great points about the way SW Airlines handled the communication.  I say if only they could have given him a BIG FAT OVERSIZED PACIFIER!!!</p>
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