You are currently browsing the tag archive for the 'southwest airlines' tag.
With constant updates and 140-character messages, Twitter is the environment to create the authentic voice of an organization.
Twitter has received a lot of popularity lately, with “tweets” from mega-corporations such as Comcast, Zappos, and Jetblue. Even President Barack Obama twitters. 
Twitter is a great way to reach a mobile audience. Followers might receive tweets on their cell phones and comment back in seconds. No matter where the audience is, followers can find out what’s going on at the company.
With only 140 characters to update followers on corporate news, links or events, many corporate twitterers have adopted an authentic, short-hand tone of voice.
Southwest, for example, tweets about weather, flight delays, and most recently, live updates aboard the new wi-fi equipped aircraft. SouthwestAir uses a light-hearted tone to chat with followers on Twitter. Employees post tweets using phrases such as “super cool” and “bummer.” Followers also exchange jokes with employees frequently. With its high customer satisfaction ratings, Southwest can interact with customers in a casual manner, similar to how Southwest flight attendants talk with travelers on-board.
Comcast twitterer, Comcastcares, answers customer service questions and concerns. Comcast doesn’t have as high customer satisfaction marks as Southwest, and therefore utilizes Twitter to gain customer trust.
Comcastcares, maintained by Frank Eliason, director of digital care at Comcast, has done a remarkable job revamping the frustrated relationship between Comcast and its customers. Comcastcares has a slightly serious tone because customers need their questions answered quickly and accurately.Wachovia uses a very formal tone to interact with customers on Twitter. Twittering Wachovia employees don’t introduce themselves with photos and professional information like those at Comcast. In fact, Wachovia doesn’t provide as much corporate information or links to other corporate social media as Southwest does either.
Wachovia sends out tweets with a formal, marketing tone. Check out the tweet from @greenbanking on March 27th. Greenbanking promotes paperless billpay, in a commercial voice, which is much less authentic than the voice of SouthwestAir.
But is a casual, joking tone too aloof? Or is a marketing voice too distant? Jokes may decrease credibility, but formalities may take away from the authentic relationships built on Twitter.
Tone of voice on Twitter depends on corporate culture. Southwest uses an authentic, jovial voice because employees are encouraged to act that way in real-time. Wachovia employees naturally use a formal tone because of the rigid structure of the banking industry.
