A Company Code Of Ethics/Crisis Plan For Spirit Airlines
A code of ethics is essential in social media to provide protection for the brand and avoid PR nightmares. The code of ethics should be straightforward with the rules that will be followed 24/7 to assure that the brand’s reputation is protected.
Spirit airline is a low budget airline serving North America, the Caribbean, and Latin America. They are known as one of the most convenient airlines due to having the most direct flights.
Intended use:
- Spirit will use social media as an opportunity to market, engage, and resolve customer complaints in a timely manner.
Privacy:
- Spirit will direct all personal manners through private messaging or email.
- Spirit shall never share any customer data such as email address, ticket information, telephone number, and first and last names.
- Spirit will respect the customer's choice of whether or not they would choose to share private information through social media private messaging, and will advise to either email or call customer service instead with the confidential information.
Copyright:
- Spirit shall not post content that is not owned by them unless properly approved by the owner.
- Spirit captions shall be their thoughts and only their thoughts while using the brand’s voice.
Integrity:
- Spirit shall never mislead or manipulate content for the purpose of increasing sales revenue
- Spirit shall always be truthful with advertising and shall never use the word “guarantee” in their content
- Spirit shall never deny an accusation, but shall handle is professionally and with integrity.
Discrimination:
- All content shall be properly researched and considerate to all backgrounds including, but not limited to culture, religion, sex, age, and disability.
Responding To Customers:
- Customers' concerns shall be answered in a timely manner.
- Customer comments that may come off as aggressive towards the company shall be used as data by using social listening, but shall not be engaged with.
- Engagement with customers shall be done professionally while holding to the company’s standards and expectations.
Social Media Crisis Plan
Many people use social media as a way to vent when they aren’t satisfied with a company — most of them don’t tag the company. In order to identify a crisis is to use social monitoring. Social monitoring should be done continuously throughout the workday. In preparation, there should be a well thought out message to use while responding to customer complaints and an email set up exclusively to redirect customers to the correct department to help with their issue. Every message sent back to the customer must make sense! Generic messages are efficient but may upset the customer if the generic message doesn’t answer their question. This email should only be given to someone who has an issue that needs to be resolved. The email should not be posted for the public to avoid spam.
Having this email will be a great source for gathering data on the complaints to learn from and do better.
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