Delta Calls Ann Coulter’s Tweetstorm Unacceptable & Unnecessary
In the world of social media bullies where anyone can hide behind a screen and sling insults, corporate social media teams need to carefully balance responses to stay professional yet effective. Delta’s acknowledgment of Ann Coulter’s rant via Twitter is, in my humble opinion, a great example of how to respond to when things get taken out on social media venting versus handled in a more practical, traditional way. Instead of attacking back, Delta’s social team crafted a strategy to be transparent, be professional and be a defender of their customers and employees.
In response to Coulter’s 30+ tweets consisting of not only complaints but insults, Delta’s resolution was to release the details of Coulter’s seat changes, refund and the flight itself. Additionally, the airline called out her attacks on other passengers and employees via Twitter and in a statement. Defending those have been bullied is always a smart move, especially when it’s against in the public eye.
I’m not defending Delta by any means for their switching of the seats-I’d be frustrated as well, but where Coulter loses face is when she openly criticizes others who had nothing to do with her situation. When you have 1.6 million followers, a certain degree of tact and kindness should be exercised. Sadly, that’s rarely the case especially in the political world which has brought Coulter her fame. Being able to vent and complain about a company is what makes Twitter, Twitter. Hopefully, in the future, she will refrain from being unnecessarily rude to others and perhaps stick to the old adage from Bambi, “If you can’t say anything nice, don’t say anything at all.”
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